Automated Support Shift Handovers
Every night at the end of the shift, WebRun opens Session, reads the conversations and groups that are still open, notes the last message, who is waiting on a reply and what was promised, records each one in Airtable, and posts the next responder a Telegram handover of what to pick up first.
How do I hand open support conversations to the next shift?
WebRun writes your support handover every night. It reads the Session conversations still open at the end of the shift, notes who is waiting and what was promised, records each in Airtable, and posts the next responder a Telegram note, so a customer never repeats their problem to the second person.
- The next responder starts with a written queue, not a scroll
- A customer never has to explain their problem twice
- Threads open across two shifts are surfaced by age
Built for support teams · community managers · on-call rotations · small service businesses
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
getsession.orgin a real browser with your saved login - no setup, no API keys. -
1
Session - read the open conversations
getsession.org
WebRun opens Session to read the open conversations. - Open Session and go through the conversations and groups from this shift
- For each one note who sent the last message and how long it has waited
- Capture what was promised to that contact and what is still outstanding
- Note whether an attachment was sent or is still expected
- Read only. Never reply to a contact during the handover run
Done when Every conversation is marked as closed out or still open with what it needs.
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2
Airtable - record what was promised
airtable.com
WebRun opens Airtable to record what was promised. - Add a row per open conversation with the contact, the topic, and the promise made
- Record how long the contact has been waiting and who handled it this shift
- Carry forward any conversation that was already open at the last handover, with its age
- Close the row automatically once a later run finds the conversation resolved
Done when Airtable holds every open thread with its promise and its age.
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3
Telegram - post the handover note
telegram.org
WebRun opens Telegram to post the handover note. - Post the shift group a handover note listing every conversation still open
- Put the longest waiting contact first, with what was promised and by when
- Name anything that needs a specific person or a piece of information to finish
- Add a one-line count so the next responder knows the size of the queue
Done when The next shift has one handover note covering every open conversation.
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 Session?
No. WebRun reads the conversations and writes the handover. Every reply to a contact is sent by the person on shift, so nobody receives an automated message.
What stops a conversation being handed over forever?
Each open thread carries its age in the Airtable record and the Telegram note, so a conversation that has crossed two shifts sits at the top of the list rather than blending in.
Does the handover go to the customer?
No. The Telegram note is internal, posted to your own shift group. Contacts never see the handover or know their conversation was summarised.
Related templates
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