Automated Crisp First Reply Alerts
Every hour during your support window, WebRun opens Crisp, finds conversations where the customer wrote last and nobody has replied inside your response target, drafts an SMS nudge to the on-duty agent in Twilio for you to approve, and posts the waiting list to your team's WhatsApp group.
How do I catch support chats nobody has replied to?
WebRun checks Crisp every hour for conversations where the customer wrote last and nobody has replied inside your response target. It drafts an SMS nudge to the on-duty agent in Twilio for your approval and posts the waiting list to your team's WhatsApp group, so no chat is silently abandoned.
- Chats past your reply target are caught within the hour
- The on-duty agent is nudged before the visitor closes the tab
- The whole team can see the waiting list without opening Crisp
Built for support teams · ecommerce stores · SaaS companies · agencies running live chat
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.crisp.chatin a real browser with your saved login - no setup, no API keys. -
1
Crisp - find chats waiting for a reply
crisp.chat
WebRun opens Crisp to find chats waiting for a reply. - Open Crisp and go to your inbox
- Find conversations where the last message is from the customer
- Work out how long each has been waiting for a first reply
- Keep the ones past your response target and note the assigned agent, the visitor, and the opening question
Done when Every conversation past the response target is listed with its wait time.
-
2
Twilio - draft an SMS nudge to the agent
twilio.com
WebRun opens Twilio to draft an SMS nudge to the agent. - Open Twilio and draft an SMS to the on-duty agent listing the waiting conversations
- Include the visitor name and the wait time for each
- Queue the message for your approval rather than sending it
- Only the agent is ever texted. Never the customer
Done when An SMS nudge to the on-duty agent is queued for approval in Twilio.
-
3
WhatsApp - post the waiting list
whatsapp.com
WebRun opens WhatsApp to post the waiting list. - Post the waiting list to your internal support WhatsApp group
- Sort the longest wait first and show each conversation's assigned agent
- Stay silent on any hour where nothing is past target
Done when The support group can see every chat still waiting.
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 the customer in Crisp?
No. WebRun never sends a message to a visitor. It reads the inbox and nudges your own agents. Every customer-facing reply is written and sent by a human.
Does the SMS go out on its own?
No. The Twilio message to your on-duty agent is queued for your approval before it sends. Only the internal WhatsApp group post is automatic.
What counts as too long to wait?
Fifteen minutes is a common first-reply target and you set your own, plus the hours the check runs, so it stays quiet outside your support window.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.