Never let a Freshchat conversation sit unassigned
Every hour during opening hours, WebRun opens Freshchat, counts the conversations sitting with no agent assigned, finds the oldest one and which group and channel it came in on, posts the picture to Slack, and drafts an escalation email to the support manager when the queue breaches your limit two hours running.
- No credit card
- Under $0.01 per run
- Cancel anytime
How do I know when support chats are sitting unassigned?
Every hour during opening hours WebRun opens Freshchat and counts the conversations with no agent assigned, finding the longest wait and the group it sits in. It posts the picture to Slack and drafts an escalation email in Gmail when the queue breaches your limit twice, so a stuck queue is fixed inside the hour.
- A stuck queue is caught within the hour instead of at end of day
- The shift channel only pings when the queue breaches your limit
- Repeat breaches produce a drafted escalation with the hourly numbers attached
Built for support shift leads · customer service managers · ecommerce support teams · SaaS support
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.freshchat.comin a real browser with your saved login - no setup, no API keys. -
1
Freshchat - count unassigned conversations
freshchat.com
WebRun opens Freshchat to count unassigned conversations. - Open Freshchat and filter conversations to unassigned and open
- Count them and find the one that has waited longest, with its group and channel
- Note how many agents are marked available, so a queue with nobody online is described as such
Done when The unassigned count, the oldest wait and the agents available are all known.
-
2
Slack - alert the shift channel
slack.com How to Automate Slack
WebRun opens Slack to alert the shift channel. - Post the unassigned count, the oldest wait in minutes and the group it sits in
- Stay quiet when the queue is inside your limit, so the channel only sounds when it matters
- Link straight to the waiting conversation for whoever picks it up
Done when The shift channel knows the state of the queue for this hour.
-
3
Gmail - draft the escalation
gmail.com How to Automate Gmail
WebRun opens Gmail to draft the escalation. - Draft an escalation to the support manager when the queue breaches your limit two hours in a row
- Include the hourly counts, the longest wait and how many agents were available
- Leave it in Drafts. WebRun never sends the escalation on its own
Done when A repeated breach has an escalation waiting in Drafts.
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 waiting in the queue?
No. WebRun never sends a message to a customer. It counts what is waiting and tells your team, so a human picks the conversation up.
Does it assign conversations to agents?
No. Assignment stays with your team and your own routing rules. WebRun reads the queue and reports it, and the escalation email is drafted for you to send.
Will it alert outside opening hours?
No. You set the hours once and it only runs inside them, so a quiet overnight queue does not wake anybody up.
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