Automated Acquire Support Shift Handover
At the end of each day, WebRun signs in to Acquire, reviews every conversation still open, captures the customer, the last message, who it is waiting on and how long it has been waiting, posts a handover note to your Microsoft Teams support channel grouped by priority, and flags the longest waiting conversations on Telegram.
How do I hand over the support queue between shifts?
WebRun writes your support handover at the end of every day. It reviews every open Acquire conversation, captures who is waiting and on what, posts a note grouped by priority to your Microsoft Teams support channel, and flags on Telegram the conversations that have waited past your response target.
- The next shift starts knowing exactly what is waiting and why
- Conversations past your response target are named every evening
- Nothing is left open overnight without someone seeing it
Built for support managers · helpdesk teams · customer service leads · follow the sun teams
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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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 - review the open queue
acquire.io
WebRun opens Acquire to review the open queue. - Sign in to Acquire and open every conversation still marked open or pending
- Capture the customer, the assigned agent, the last message and the time since the customer last wrote
- Note in one line what each conversation is waiting on, for example a refund decision or an engineering answer
- Mark conversations waiting longer than your response target
Done when Every open conversation has a one-line status and a waiting time.
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2
Microsoft Teams - post the handover note
microsoft.com
WebRun opens Microsoft Teams to post the handover note. - Open your support channel in Microsoft Teams
- Post the handover note grouped into waiting on us, waiting on the customer, and blocked
- Give each conversation one line: customer, current agent, what it needs next and hours waiting
- Close with the queue count and how it compares with yesterday
Done when The support channel has tonight's handover note covering every open conversation.
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3
Telegram - flag the longest waits
telegram.org
WebRun opens Telegram to flag the longest waits. - Open your support leads channel in Telegram
- Post only the conversations that have waited past your response target
- Name the customer, the hours waiting and the agent currently assigned
- Never reply to a customer or close a conversation. WebRun writes the handover, agents answer
Done when Every conversation past the response target has been flagged, or nothing was posted because none are late.
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?
No. WebRun writes an internal handover note only. It never replies in a conversation, never closes a ticket, never reassigns an agent and never messages a customer, so the queue is exactly as your team left it.
How does it know what a conversation is waiting on?
It reads the last few messages in each thread and summarises the next step in one line, such as waiting on a refund decision. Agents can correct the line in the Teams thread if it misses.
Can we run it at more than one shift change?
Yes. Set as many run times as you have shift changes and each one produces a handover note reflecting the queue at that moment.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.