Automated HelpCrunch Stale Conversation Alerts
Every hour, WebRun opens HelpCrunch, finds conversations that have had no agent reply for over two hours, drafts a polite follow up email in Gmail for an agent to send, and logs each stale thread to Airtable with how long it has waited.
How do I follow up on HelpCrunch conversations that are going stale?
WebRun checks HelpCrunch every hour for conversations that have gone more than two hours without an agent reply, drafts a polite follow up in Gmail for each one, and logs the full backlog to Airtable with wait times. Agents review and send the drafts themselves, so no stale conversation goes unnoticed or gets emailed without a human checking it first.
- No conversation waits more than an hour without a drafted response ready
- Agents send from a pre written draft instead of starting cold
- The Airtable backlog shows exactly how many conversations are stale right now
Built for SaaS support teams · ecommerce support · customer success · live chat agents
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 - find conversations waiting too long
helpcrunch.com
WebRun opens HelpCrunch to find conversations waiting too long. - Open HelpCrunch and filter conversations to open with no agent reply
- Check how long each has been waiting since the customer's last message
- Flag any conversation waiting more than 2 hours
- Capture the customer, channel, and topic for each flagged thread
Done when Every conversation waiting more than 2 hours is identified with its details.
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2
Gmail - draft a follow up reply for review
gmail.com
WebRun opens Gmail to draft a follow up reply for review. - Draft a short, polite follow up email for each flagged conversation
- Reference the customer's original question so the reply feels personal
- Save every draft in Gmail for an agent to review and send. Never send to the customer directly
Done when A ready to send draft exists for every stale conversation.
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3
Airtable - log the stale conversation backlog
airtable.com
WebRun opens Airtable to log the stale conversation backlog. - Log each stale conversation to the backlog table with wait time and channel
- Mark conversations as resolved once HelpCrunch shows a reply went out
- Keep a running count of the current backlog size
Done when The Airtable backlog reflects every currently stale 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 WebRun email customers without an agent reviewing it first?
No. Every follow up is saved as a Gmail draft. An agent reads it and sends it, WebRun never emails a customer on its own.
How long does a conversation have to sit before it counts as stale?
Over 2 hours with no agent reply, by default. You can tighten or loosen that window to match your own response time target.
What happens once an agent replies in HelpCrunch?
It drops off the Airtable backlog on the next hourly check, since WebRun reads the live conversation status each run.
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