Automated eGain Case Reply Drafting
When a case arrives in eGain, WebRun reads the question and the customer's history, searches your knowledge articles for the closest match, writes a draft response and leaves it unsent for the agent, creates a Trello card with the article linked, and posts a WhatsApp note when a case has no matching article.
How do I get a draft reply and the right article on every new support case?
WebRun prepares every new eGain case for its agent. Within minutes of arrival it reads the question and the customer's history, finds the matching knowledge article, writes an unsent draft reply grounded in that article, cards the case up on Trello, and flags questions no article covers.
- Agents open a case with the right article already attached
- First responses go out in minutes and stay consistent
- Questions no article covers are counted as knowledge gaps
Built for support agents · contact centers · customer service managers · knowledge 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
www.egain.comin a real browser with your saved login - no setup, no API keys. -
1
eGain - match an article and draft the reply
egain.com
WebRun opens eGain to match an article and draft the reply. - Open the new case in eGain and read the customer's question
- Check the customer's earlier cases so the answer fits their history
- Search the knowledge base for the article that answers this question
- Write a draft response grounded in that article, quoting only what the article says
- Leave the draft unsent and attach the article for the agent. WebRun never sends a reply to a customer
- Note the queue the case landed in so routing stays visible
Done when The case has a matched article and an unsent draft reply waiting for an agent.
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2
Trello - card up the case with its article
trello.com
WebRun opens Trello to card up the case with its article. - Create a Trello card per new case with the customer and the question in the title
- Add the matched article link and the draft reply to the card description
- Label the card by queue so each team sees its own cases
- Move the card to Done once the agent sends the approved reply
Done when Every arriving case has a card carrying its article and draft.
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3
WhatsApp - flag cases with no matching article
whatsapp.com
WebRun opens WhatsApp to flag cases with no matching article. - Post a WhatsApp note when a case has no matching knowledge article
- Include the question asked, since that is a gap worth writing an article for
- Keep a running count so knowledge gaps are visible week to week
- Keep the message internal to the support team
Done when The team knows which questions the knowledge base cannot answer yet.
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 customers on its own?
No. Every response is left as an unsent draft on the case for an agent to review, edit, and send. WebRun never sends, resolves, or closes a case, so no customer hears from it directly.
What if no article matches the question?
The case still gets a Trello card, but with no draft answer and a WhatsApp flag instead. Those questions are your knowledge gaps, and the running count tells you which article to write next.
Can the draft invent an answer?
No. The draft is grounded in the matched knowledge article and only states what that article says. If the article does not cover the question, WebRun flags the gap rather than filling it with a guess.
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