Escalate the Comm100 tickets running out of time
Every hour during support hours, WebRun opens Comm100, finds tickets and offline chat messages that have passed your first-response target or are close to it, texts the on-call agent about the worst ones through Twilio, and posts a short queue summary to your internal WhatsApp group.
- No credit card
- Under $0.01 per run
- Cancel anytime
How do I get alerted when a support ticket misses its response time?
WebRun watches your Comm100 queue every hour. It measures how long each unanswered ticket and offline chat has waited against your first-response target, texts the on-call agent through Twilio when something has breached, and posts the breached and at-risk counts to your internal WhatsApp group.
- Breached tickets reach a human within the hour instead of the next shift
- On-call only gets texted when something has genuinely gone over
- The whole team sees the same queue numbers without opening the console
Built for support managers · contact centre teams · ecommerce support · SaaS customer service
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
-
WebRun signs in and gets to work
Opens
www.comm100.comin a real browser with your saved login - no setup, no API keys. -
1
Comm100 - find tickets past target
comm100.com
WebRun opens Comm100 to find tickets past target. - Open Comm100 and go to the ticket queue and offline messages
- Capture every open item with no agent reply yet and calculate how long it has waited
- Split them into breached and at risk using your first-response target
- Note the assigned agent, the channel it came in on, and the customer's stated issue
Done when Every waiting ticket is classed as breached, at risk, or fine.
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2
Twilio - text the on-call agent
twilio.com How to Automate Twilio
WebRun opens Twilio to text the on-call agent. - Text the on-call agent only when at least one ticket has breached the target
- List the oldest three breached tickets with their reference and waiting time
- Send to your internal on-call number only. Never text the customer
- Stay quiet on hours where nothing has breached
Done when The on-call agent has been texted about any breach, or there was none.
-
3
WhatsApp - post the queue picture
whatsapp.com How to Automate WhatsApp
WebRun opens WhatsApp to post the queue picture. - Post the hourly queue picture to the internal support WhatsApp group
- Show the count breached, the count at risk, and the oldest waiting time
- Name the agent each breached ticket is assigned to so it gets picked up
Done when The team has the current queue state in WhatsApp.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it reply to customers or close tickets?
No. WebRun only reads the Comm100 queue and raises an internal alert. It never answers a chat, replies to a ticket, changes a status, or closes anything, so every customer reply still comes from an agent.
Who receives the text message?
Only the internal on-call number you set. The Twilio SMS goes to your own team, never to a customer, and it fires only when a ticket has actually breached the target.
How do I set the first-response target?
You give WebRun a target in minutes or hours, and optionally a different one per channel or priority, so a chat left offline overnight and a low priority email are judged on their own clocks.
Related templates
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