Automated Help Scout Reply Time Alerts
Every hour, WebRun signs into Help Scout, reads the active and unassigned conversations, works out how long each has waited without a first reply, texts your on-call agent through Twilio about anything close to your target, and adds every actual breach to a Notion register for the weekly review.
How do I get alerted before a support ticket misses its first reply target?
WebRun signs into Help Scout every hour and measures how long each conversation has waited for a first reply. It texts your on-call agent through Twilio about anything approaching your target, and records every actual breach in a Notion register grouped by week for review.
- At-risk tickets are flagged before the target is missed, not after
- Every breach is logged so the weekly review runs on real data
- A quiet hour sends no alert, so the on-call phone stays usable
Built for support teams · customer service managers · 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.
-
WebRun signs in and gets to work
Opens
secure.helpscout.netin a real browser with your saved login - no setup, no API keys. -
1
Help Scout - measure time waiting for a first reply
helpscout.com
WebRun opens Help Scout to measure time waiting for a first reply. - Sign into Help Scout and open your active and unassigned folders
- For each conversation with no reply from your team, work out how long the customer has waited
- Capture the subject, mailbox, assigned agent, customer, and waiting time
- Split them into at risk, which is inside your warning window, and breached, which is past your target
Done when Every waiting conversation is classified as fine, at risk, or breached.
-
2
Twilio - text on-call about at-risk tickets
twilio.com
WebRun opens Twilio to text on-call about at-risk tickets. - Open Twilio and write a short text listing the at-risk and breached conversations with their waiting times
- Send it only to the on-call number saved in your settings
- Never text the customer. Any reply to them is written and sent by an agent inside Help Scout
- Skip the text entirely when nothing is at risk
Done when On-call has been texted, or nothing needed sending.
-
3
Notion - log every breach
notion.so
WebRun opens Notion to log every breach. - Open your Notion support register
- Add a row for each breached conversation: subject, mailbox, agent, waiting time, and the hour it breached
- Update rows when a breached conversation finally gets its first reply
- Keep the register grouped by week so patterns by mailbox and hour are visible
Done when Every breach this hour is recorded in the Notion register.
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 in Help Scout?
No. WebRun reads conversations and never replies, assigns, tags, or closes anything. Every customer reply is written and sent by an agent.
Who receives the Twilio text?
Only the on-call number saved in your settings. The text carries the ticket subject and waiting time so an agent can pick it up, and it never goes to a customer number.
Will it text me all night?
No. The run is scheduled to your support hours, and it sends nothing at all when no conversation is at risk, so a quiet hour is a silent hour.
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