Automated HelpCrunch Knowledge Gap Reports
Every Monday, WebRun opens HelpCrunch, reads the conversations your agents closed last week, groups them into the questions that came up again and again, checks each one against your knowledge base articles and canned responses, then sends the missing topics to your team on WhatsApp ranked by how often they were asked.
How do I find which support questions my knowledge base is missing?
Every Monday, WebRun reads the HelpCrunch conversations your agents closed last week and groups them into the questions that keep coming back. It checks each against your knowledge base and canned responses, then sends the uncovered topics to your team on WhatsApp, ranked by how many chats asked them.
- Article writing goes to the topic with the most chats behind it
- Repeat questions are counted rather than guessed at
- Every gap arrives with a real customer question to write from
Built for support leads · customer success 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.helpcrunch.comin a real browser with your saved login - no setup, no API keys. -
1
HelpCrunch - group last week's repeat questions
helpcrunch.com
WebRun opens HelpCrunch to group last week's repeat questions. - Open HelpCrunch and list the conversations closed in the last seven days
- Read the customer's opening question in each and group the ones asking the same thing
- Note the chat tags and the agent who handled each cluster
- Search your knowledge base articles and canned responses for a page that already answers it
- Keep only the clusters with no article and no saved reply behind them
Done when Last week's repeat questions are grouped and checked against the knowledge base.
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2
Twilio - text the support lead the top gap
twilio.com
WebRun opens Twilio to text the support lead the top gap. - Send a short SMS through Twilio to the support lead with the single biggest gap and its chat count
- Send only to the internal team numbers saved at setup. WebRun never texts a customer
- Skip the text entirely in a week where nothing crossed your repeat threshold
Done when The support lead has this week's top gap by SMS, or no text was needed.
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3
WhatsApp - send the ranked gap list
whatsapp.com
WebRun opens WhatsApp to send the ranked gap list. - Send the full ranked list to your support team group on WhatsApp
- Show each missing topic with how many chats asked it and a sample question in the customer's own words
- Suggest a working title for the article that would remove those replies
- Put the topic with the most chats at the top so writing time goes where it saves the most
Done when The team group has this week's ranked list of articles to write.
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 text or message customers?
No. The Twilio SMS goes only to the internal team numbers you save at setup, and the WhatsApp message goes to your own team group. No customer is contacted by this run.
Will it publish articles to the knowledge base?
No. WebRun reports which topics are missing and suggests a title. Writing and publishing the article stays with your support team, so nothing goes live unreviewed.
How does it know an article already exists?
It searches your HelpCrunch knowledge base and canned responses for each repeat question, and drops any cluster that already has a page or a saved reply behind it.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.