Automated Groove Knowledge Base Gap Finder
Every Monday, WebRun opens Groove, reads the conversations your agents answered by hand last week, groups them into repeated questions, checks each one against your knowledge base, then files the missing articles as Trello cards and logs the ranked gap list in Airtable.
How do I find which help articles my knowledge base is missing?
WebRun reads your answered Groove conversations every Monday, groups them into the questions customers actually keep asking, and checks each against your knowledge base. It files every uncovered question as a Trello card with real agent answers attached and logs the ranked gap list in Airtable, so next week's volume drops.
- The most repeated question gets an article before it is typed out again
- Every gap card arrives with real agent answers as raw material
- Ticket volume on a topic is tracked before and after the article ships
Built for support leads · customer experience teams · SaaS companies · ecommerce support
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.groovehq.comin a real browser with your saved login - no setup, no API keys. -
1
Groove - read last week's answered tickets
groovehq.com
WebRun opens Groove to read last week's answered tickets. - Sign in to Groove and open last week's closed conversations
- Group them by the question actually asked, using tags and folders as a starting point
- Count how many times each question came up and how long the answers ran
- Search the knowledge base for an article covering each question and note which have none
- Check whether a canned reply already exists, since that is a draft article waiting to be published
Done when Every repeated question from last week is matched to an existing article or marked as a gap.
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2
Trello - file each missing article
trello.com
WebRun opens Trello to file each missing article. - Create one card per missing article on your content board
- Title the card with the question in the customer's own words
- Paste two or three real answers agents already typed as the raw material
- Put the highest volume questions at the top of the list
Done when Every gap has a Trello card with example answers attached.
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3
Airtable - log the ranked gap list
airtable.com
WebRun opens Airtable to log the ranked gap list. - Log each question with its weekly ticket count and whether an article exists
- Keep the running history so you can see a gap closing after an article ships
- Flag questions that keep growing week over week
Done when This week's knowledge base gap list is recorded in Airtable.
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 publish articles to my knowledge base?
No. WebRun only files a Trello card describing the gap and pastes the answers your agents already wrote. A human writes and publishes the article, so nothing customer facing goes live on its own.
Does it reply to customers or reopen tickets?
No. It reads conversations that are already closed and never sends a message, changes a ticket status, or touches a live thread. The only things it writes are the Trello card and the Airtable row.
How does it decide which gap matters most?
By volume and handling effort. A question asked fifteen times last week with long typed answers ranks above one asked twice, so the first article you write removes the most repeat work.
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