Automated Decagon AI Escalation Paging
Every few minutes, WebRun checks Decagon for conversations its AI agent flagged as needing human review, such as a refund request or a policy exception, sends the on-call agent an immediate Telegram page, and follows up with a Twilio SMS if it isn't acknowledged within 5 minutes.
How do I make sure Decagon AI escalations reach a human fast?
WebRun checks Decagon every 5 minutes for conversations its AI agent flagged for human review, pages the on-call agent instantly on Telegram, and escalates with a Twilio SMS if the page goes unacknowledged for 5 minutes. This closes the gap between an AI escalation and a human actually picking it up, especially for time-sensitive issues like refunds.
- AI escalations reach a human within 5 minutes of being flagged
- Unacknowledged pages automatically escalate to a second channel
- Time-sensitive issues like refund requests get a fast human response
Built for AI-first support teams · customer service operations · ecommerce support · SaaS support teams
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
decagon.aiin a real browser with your saved login - no setup, no API keys. -
1
Decagon - find flagged conversations
- Open Decagon and check conversations the AI agent flagged for human review
- Capture the flag reason, such as a refund request or an angry customer
- Note the conversation ID and customer's original question
Done when Every new flagged conversation is listed with its reason and context.
-
2
Telegram - page on-call immediately
telegram.org
WebRun opens Telegram to page on-call immediately. - Message the on-call agent for each newly flagged conversation
- Include the flag reason and a direct link to the conversation
- Mark the page time so a follow-up can be checked later
Done when The on-call agent has an immediate Telegram page for every flagged conversation.
-
3
Twilio - escalate by SMS if unacknowledged
twilio.com
WebRun opens Twilio to escalate by SMS if unacknowledged. - Check whether the Telegram page was acknowledged within 5 minutes
- If not, send a Twilio SMS page to the same on-call agent as backup
- Send this only to your own on-call number, never to the customer
Done when Every unacknowledged page has been backed up with an SMS.
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 WebRun respond to the customer while paging the agent?
No. WebRun never messages the customer. It only pages your on-call agent so a human decides how to handle the flagged conversation.
What kinds of conversations get flagged?
Whatever Decagon's AI agent itself flags for human review, like a refund request or a policy exception. WebRun reads that flag, it does not decide what counts as an escalation.
How fast does the on-call agent get paged?
WebRun checks Decagon every 5 minutes, so a flagged conversation reaches the on-call agent on Telegram almost as soon as the AI agent raises it.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.