Automated Dixa SLA Breach Paging
Every few minutes, WebRun checks Dixa for conversations approaching their response-time SLA, sends the on-call agent an immediate Telegram alert, and follows up with a Twilio SMS page if the alert has not been acknowledged within 10 minutes.
How do I stop Dixa conversations from breaching SLA unnoticed?
WebRun checks Dixa every 5 minutes for conversations approaching their SLA response target, immediately pages the on-call agent on Telegram, and escalates with a Twilio SMS if the page goes unacknowledged for 10 minutes. This two-step paging keeps SLA breaches rare without requiring anyone to watch the queue in real time.
- SLA breaches get caught with 10 minutes of runway instead of after the fact
- Unacknowledged pages automatically escalate to a second channel
- On-call agents get paged without anyone watching the queue manually
Built for contact center managers · customer service operations · support team leads · omnichannel 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
app.dixa.comin a real browser with your saved login - no setup, no API keys. -
1
Dixa - find conversations nearing SLA
dixa.com
WebRun opens Dixa to find conversations nearing SLA. - Open Dixa and check open conversations against their SLA timer
- Capture any conversation within 10 minutes of breaching its response target
- Note the assigned agent and channel for each
Done when Every conversation nearing SLA breach is listed with its remaining time.
-
2
Telegram - page on-call immediately
telegram.org
WebRun opens Telegram to page on-call immediately. - Message the on-call agent for each conversation nearing breach
- Include the conversation link, remaining time, and assigned agent
- Mark the alert time so a follow-up can be checked later
Done when The on-call agent has an immediate Telegram alert for every at-risk conversation.
-
3
Twilio - escalate by SMS if unacknowledged
twilio.com
WebRun opens Twilio to escalate by SMS if unacknowledged. - Check whether the Telegram alert was acknowledged within 10 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 alert has been backed up with an SMS page.
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 the SMS page ever go to a customer?
No. Both the Telegram and Twilio alerts go only to your own on-call agent's accounts. WebRun never messages the customer in a Dixa conversation.
How close to breaching does a conversation have to be?
WebRun flags anything within 10 minutes of its response-time target, reading the live SLA timer straight from Dixa.
What stops duplicate pages for the same conversation?
The SMS backup only fires if the earlier Telegram alert for that same conversation was not acknowledged, so an already-handled chat won't page twice.
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