Automated Acquire Chat Queue SLA Alerts
Every few minutes, WebRun opens Acquire, reads how many live chat conversations are waiting and how long the longest has been queued, compares that against your SLA target, records every breach in Airtable, and texts the supervisor through Twilio with the number waiting and which agents are free.
How do I get alerted when chat wait times breach our SLA?
WebRun checks the Acquire live chat queue every few minutes, reading how many customers are waiting and how long the longest has queued. When wait time crosses your SLA it logs the breach in Airtable and texts your supervisor through Twilio with the queue depth and the agents free to help.
- Someone is pulled in while the customer is still on the page
- Every breach is logged with the staffing behind it, so patterns by hour show up
- One alert per breach, not a stream of texts through a busy hour
Built for support supervisors · contact centre managers · customer service teams · ecommerce 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
app.acquire.ioin a real browser with your saved login - no setup, no API keys. -
1
Acquire - check wait time against SLA
acquire.io
WebRun opens Acquire to check wait time against SLA. - Open Acquire and read the live chat queue
- Count the conversations waiting and read how long the longest has been in the queue
- Compare the current longest wait against your SLA target
- Read which agents are online, which are available, and how many chats each is handling
Done when The current queue depth, longest wait, and agent availability are known.
-
2
Airtable - log every breach
airtable.com
WebRun opens Airtable to log every breach. - Open the SLA base and add a row each time wait time crosses the target
- Record the time, the queue depth, the longest wait, and how many agents were available
- Close the row when the queue drops back under target and note how long the breach lasted
- Keep the day's history so patterns by hour become visible
Done when Every SLA breach is logged with its duration and the staffing at the time.
-
3
Twilio - text the supervisor now
twilio.com
WebRun opens Twilio to text the supervisor now. - Text the supervisor the moment wait time crosses the SLA target
- Say how many customers are waiting, the longest wait, and which agents are free
- Hold off on repeat texts until the queue has recovered and breached again
- Send only to your own supervisor numbers. Never text a waiting customer
Done when The supervisor has been told while customers are still in the queue.
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 waiting customers?
No. WebRun never joins a chat, sends a canned message, or contacts a customer. It reads the queue and texts your own supervisor, who decides who to pull in.
Will it text me constantly during a busy hour?
No. It alerts when the queue crosses your SLA target, then stays quiet until the queue recovers and breaches again, so a long busy spell is one text rather than a stream.
Can I set a different target by shift?
Yes. Give WebRun the SLA target that applies at each time of day and it checks the live queue against the right one, logging every breach with the staffing at that moment.
Related templates
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