Automated Gladly Shift Handoff Lists
Every night, WebRun opens Gladly, lists every conversation still open with its assigned agent, channel, and status, records the ones whose owner is going off shift in Airtable, and writes the next shift a handoff page in Notion naming who should pick each customer up.
How do I hand off open support conversations at the end of a shift?
WebRun opens Gladly every night, lists conversations still open with their assigned agent, channel, and wait time, and logs the ones whose owner is going off shift in Airtable. It then writes the next shift a Notion handoff brief naming a suggested pickup, so no customer waits overnight on a logged off agent.
- No customer sits overnight on an agent who has logged off
- The next shift starts with a ranked pickup list, not a cold queue
- Conversations carried over two nights running are flagged by name
Built for support leads · contact centre teams · ecommerce support · 24 hour service desks
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
gladly.comin a real browser with your saved login - no setup, no API keys. -
1
Gladly - list open conversations and owners
gladly.com
WebRun opens Gladly to list open conversations and owners. - Open Gladly and filter conversations to open or waiting on us
- Capture the customer, channel, assigned agent, and status for each
- Note how long each conversation has been waiting on a reply
- Mark the ones whose assigned agent is ending their shift
Done when Every open conversation is listed with its owner, channel, and wait time.
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2
Airtable - log the handoff queue
airtable.com
WebRun opens Airtable to log the handoff queue. - Add a row per conversation needing a handoff
- Record customer, channel, current owner, status, and hours waiting
- Match against last night's rows so a conversation carried over twice stands out
Done when Tonight's handoff queue is a clean table in Airtable.
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3
Notion - write the shift handoff brief
notion.so
WebRun opens Notion to write the shift handoff brief. - Write tonight's handoff page with the longest waiting customers first
- Suggest a receiving agent for each based on the channel and the current queue
- Leave reassignment in Gladly to the shift lead. WebRun proposes, a human moves the ticket
- Never reply to the customer from this run
Done when The next shift opens Notion to a ready handoff brief.
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 or reassign tickets on its own?
No. WebRun reads conversations and writes an internal handoff list only. It never sends a customer reply and never reassigns a conversation in Gladly. The shift lead makes the actual move.
How does it decide which conversations need a handoff?
By owner and wait time. Any conversation still open whose assigned agent is ending their shift goes on the list, ordered with the longest waiting customer at the top.
What about conversations the agent closes before logging off?
They drop off automatically. WebRun reads live status in Gladly at run time, so anything closed in the last minutes of the shift never reaches the handoff page.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.