Automated Five9 Voicemail Callback Lists
Every morning, WebRun opens Five9, collects the voicemails left while the queue was closed or unstaffed, checks the call logs for callers who never got a return, posts the callback list to Microsoft Teams ordered by wait time, and drafts a Gmail summary for the supervisor.
How do I make sure every after-hours voicemail gets returned?
Every morning, WebRun opens Five9, collects the voicemails left while the queue was closed or unstaffed, and reads the call logs to see which callers never got a return. It posts a callback list to Microsoft Teams ordered by wait time and drafts a Gmail summary for the supervisor.
- Nobody who left a message is forgotten at shift start
- The longest-waiting caller is always first on the list
- Callers already reached overnight drop off automatically
Built for contact centre supervisors · support managers · inside sales teams · service desks
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
login.five9.comin a real browser with your saved login - no setup, no API keys. -
1
Five9 - collect overnight voicemails
five9.com
WebRun opens Five9 to collect overnight voicemails. - Open Five9 and go to the voicemail records for each queue you run
- Collect every voicemail left since the last run, with the caller number, the queue, and the time it arrived
- Read the call logs to see whether that number has already been called back
- Note the disposition on any earlier contact so a caller is not chased twice
- Work out how long each caller has been waiting for a return call
- Flag repeat callers who have left more than one message
Done when Every unreturned voicemail is listed with its queue, its caller, and its wait time.
-
2
Microsoft Teams - post the callback list
microsoft.com
WebRun opens Microsoft Teams to post the callback list. - Post the callback list to your contact centre channel with the longest wait first
- Show the caller number, the queue, the time the message landed, and the hours waited
- Mark repeat callers so they are handled before a first-time message
- Leave the dialling to your agents. WebRun never places a call or texts a customer
Done when Agents open Teams to a ranked callback list for the shift.
-
3
Gmail - draft the supervisor summary
gmail.com
WebRun opens Gmail to draft the supervisor summary. - Draft an email to the supervisor with the overnight totals by queue
- Note any queue where messages are stacking up faster than they are returned
- Leave the email in Drafts for the supervisor to send on if they want to escalate
Done when The overnight summary sits in Drafts for the supervisor.
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 call customers back automatically?
No. WebRun never places a call, sends a text, or emails a caller. It builds the list and your agents dial, so every conversation with a customer starts with a person.
How does it avoid chasing someone twice?
It reads the call logs and dispositions for each number before listing it, so a caller an agent has already reached overnight drops off the list.
Which voicemails count as waiting?
Any message left since the previous run with no outbound call back to that number recorded in Five9. Repeat callers are marked so they move to the top.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.