Automated Cresta Contact Driver Reporting
Every Monday, WebRun opens Cresta, reads last week's conversations and their topics and sentiment, groups them into the recurring reasons customers got in touch, opens a Trello card for each driver that is growing, and sends the ranked digest to your team on WhatsApp.
How do I find out why customers keep contacting support?
WebRun opens Cresta every Monday, reads last week's conversations and topics, and groups them into the recurring reasons customers made contact. It opens a Trello card for each driver whose volume is growing and sends your team the ranked digest on WhatsApp, so fixes get aimed upstream of the contact center.
- The reasons behind contact volume are visible every Monday
- Growing issues get a tracked card instead of an anecdote
- Product and operations see the same ranked list, weekly
Built for support leaders · product managers · operations leads · contact center 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
cresta.comin a real browser with your saved login - no setup, no API keys. -
1
Cresta - read last week's conversation topics
cresta.com
WebRun opens Cresta to read last week's conversation topics. - Open Cresta and filter conversations to the last seven days
- Read the conversation topics and transcripts to identify why each customer made contact
- Group conversations into recurring drivers and count the volume behind each
- Note the sentiment attached to each driver and compare the counts with the previous week
Done when Last week's conversations are grouped into ranked contact drivers with volumes and week-over-week change.
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2
Trello - open a card per growing driver
trello.com
WebRun opens Trello to open a card per growing driver. - Open a card on your product or operations board for each driver whose volume grew
- Put the driver, the volume, the change, and two example conversation summaries in the card
- Add to the existing card instead of opening a duplicate when the driver is already tracked
- Sort the list so the largest and fastest-growing drivers sit at the top
Done when Every growing contact driver has a Trello card with its volume and examples.
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3
WhatsApp - send the weekly digest
whatsapp.com
WebRun opens WhatsApp to send the weekly digest. - Post the ranked digest to your internal team group
- Lead with the drivers that grew most, then the steady ones
- Include the sentiment attached to each driver so tone is visible, not just volume
- Never message a customer, only the internal group
Done when The team has this week's ranked contact driver digest on 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
Does it contact any customers?
No. The digest and the Trello cards are internal only. WebRun never replies to a customer, reopens a conversation, or messages anyone outside your own team group.
How are the drivers grouped?
By reading the conversation topics and transcripts in Cresta and clustering conversations by the reason for contact, then counting the volume behind each group and comparing it with the previous week.
Is this about agents or customers?
Customers. The digest ranks why people got in touch and whether those reasons are growing, so fixes can be aimed upstream rather than at individual agent performance.
Related templates
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