Automated Element Question Triage
Through the day, WebRun opens your Element rooms, finds direct mentions and questions with no reply after two hours, creates a Trello card per open item with the room and message link, and texts you through Twilio when something has waited more than a day.
How do I make sure questions in team chat do not go unanswered?
WebRun reads the Element rooms you nominate through the day and finds mentions and questions that nobody has answered after two hours. It opens a Trello card for each with the room, asker, and waiting time, then texts the on-call number through Twilio once an item passes 24 hours.
- No question sits in a busy room for a day without an owner
- Every open item has a Trello card rather than a scrollback search
- The on-call phone only rings for genuinely stale questions
Built for support teams · engineering teams · community managers · privacy conscious organisations
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
app.element.ioin a real browser with your saved login - no setup, no API keys. -
1
Element - find unanswered mentions
element.io
WebRun opens Element to find unanswered mentions. - Open Element and go through the rooms you have chosen to watch
- Find messages that mention your team and questions that end with no reply
- Skip anything answered, reacted to, or resolved in a thread
- Capture the room name, the asker, the message text, and how long it has waited
Done when Every unanswered mention and question is listed with its room and waiting time.
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2
Trello - open a card per question
trello.com
WebRun opens Trello to open a card per question. - Open your team triage board in Trello
- Create one card per unanswered item, titled with the room and a short version of the question
- Put the asker, the timestamp, and the room in the card description
- Move any card whose question has since been answered to Done
Done when Every open question has exactly one Trello card and answered ones are closed.
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3
Twilio - text on stale items
twilio.com
WebRun opens Twilio to text on stale items. - Open the Twilio console and prepare an SMS to the on-call number
- Draft a short text listing any question that has waited more than 24 hours
- Send only to your own team numbers. People outside the team are never texted
- Cap it at one text per run so a busy day never floods a phone
Done when Stale questions have reached the on-call phone, or nothing was old enough to send.
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 in my Element rooms?
No. WebRun reads the rooms you point it at and writes only to Trello. It never posts a message, reacts, or joins a room on your behalf.
Which rooms does it watch?
Only the rooms you list when you set it up. Private conversations and rooms you leave off the list are never opened or read.
Will it text people outside the team?
No. Twilio texts go only to the on-call numbers you configure, at most one per run, and only for questions that have waited over 24 hours.
Related templates
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