Automated Decagon Support Gap Analysis
Every Monday, WebRun signs in to Decagon, reviews last week's conversations that ended in a handoff or a low-confidence answer, groups them into recurring topics, posts the ranked gap list to Microsoft Teams for the content owner, and drafts the support lead a WhatsApp summary of the top three.
How do I find out what my AI support agent cannot answer?
WebRun reviews your Decagon conversations every Monday, finds the ones that ended in a human handoff or an unresolved answer, and groups them into counted topics. It posts the ranked gap list to Microsoft Teams and drafts the support lead a WhatsApp summary of the top three.
- The content team writes against real handoff volume, not guesses
- The resolution share gets a weekly direction instead of a one-off number
- The top three gaps land with the support lead every Monday
Built for support leaders · knowledge base owners · ecommerce support teams · customer experience managers
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
decagon.aiin a real browser with your saved login - no setup, no API keys. -
1
Decagon - review handoffs and weak answers
- Sign in to Decagon and open last week's conversations
- Filter to conversations that were escalated to a human or ended without a resolved answer
- Read the customer's opening question in each and write down the underlying topic
- Group the topics and count how many conversations sit under each
- Note the overall share of conversations resolved without a human, so the trend is visible
Done when Last week's handoffs are grouped into counted topics with the resolution share.
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2
Microsoft Teams - post the ranked gap list
microsoft.com
WebRun opens Microsoft Teams to post the ranked gap list. - Post the ranked topic list to your support content channel in Microsoft Teams
- Show each topic with its conversation count and one representative customer question
- Put the biggest gap first so the content owner knows what to write
- Include this week's resolution share next to last week's
Done when The content owner has a ranked list of what to document next.
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3
WhatsApp - brief the support lead
whatsapp.com
WebRun opens WhatsApp to brief the support lead. - Draft a three-line WhatsApp summary of the top gaps for the support lead
- Include the resolution share and whether it moved up or down
- Leave the message as a draft for the lead to send on, so nothing reaches a customer automatically
- Keep customer names and personal details out of the summary
Done when The support lead has a drafted summary of the week's top three gaps.
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 change what my Decagon agent says?
No. WebRun reads conversations and reports the gaps. It never edits your knowledge base, your prompts or an agent's configuration, so every change to what customers hear is written and approved by a person.
Does it reply to any customers?
No. The gap list is internal to Microsoft Teams, and the WhatsApp summary is left as a draft for your support lead. No customer is messaged, and personal details are kept out of both.
How does it group the topics?
It reads the customer's opening question in each escalated conversation and clusters the ones asking the same thing, then ranks the clusters by conversation count so the most expensive gap sits at the top.
Related templates
Put this on autopilot.
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