Automated Hiver Pending Reply Follow-Ups
Every morning, WebRun opens your Hiver shared mailbox, finds conversations left in pending where the customer has not replied for days, drafts a polite follow-up on each and leaves it unsent, posts the support lead a Telegram list of every stalled conversation with its age and owner, and files the record in Google Drive.
How do I follow up on support conversations stuck in pending?
WebRun reopens stalled Hiver conversations every morning. It finds pending threads where the customer has not replied for days, drafts a polite follow-up on each and leaves it unsent for the owner, posts the support lead a Telegram list with every conversation's age and assignee, and files a dated record in Google Drive.
- Conversations waiting on a customer get one more nudge instead of quietly dying
- Every stalled thread has a named owner and an age each morning
- A dated history shows how long threads really sit in pending
Built for support leads · shared mailbox teams · customer service managers · small support teams
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.hiverhq.comin a real browser with your saved login - no setup, no API keys. -
1
Hiver - find conversations stalled in pending
hiverhq.com
WebRun opens Hiver to find conversations stalled in pending. - Open your Hiver shared mailbox and filter conversations to the pending status
- Find the ones where the last message was yours and no customer reply has arrived for more than the number of days you set
- Record the assignee, the tags, the age since the last customer message and any internal notes on the thread
- Draft a short, polite follow-up on each one that asks the outstanding question again and offers to close if it is resolved
- Leave every draft unsent inside the conversation for its owner to review. WebRun never emails a customer on its own
Done when Every stalled pending conversation has its age, owner and an unsent follow-up draft.
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2
Telegram - post the stalled list with owners
telegram.org
WebRun opens Telegram to post the stalled list with owners. - Post the support lead a list of every stalled conversation, oldest first
- Give the subject, the assignee, the days since the last customer reply and the tag
- Separate the ones where a follow-up draft is now waiting from the ones that look ready to close
- Highlight anything past the age at which you would normally close a thread
Done when The support lead has today's stalled conversation list with ages and owners in Telegram.
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3
Google Drive - file the daily record
drive.google.com
WebRun opens Google Drive to file the daily record. - Save a dated copy of today's stalled conversation list to your support operations folder in Google Drive
- Keep the columns consistent so the files stack into a history of how long threads sit in pending
- Note which conversations were also on yesterday's list so repeat offenders are obvious
Done when A dated record of today's stalled conversations is filed in Google Drive.
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 email customers without approval?
No. Each follow-up is left as an unsent draft inside the Hiver conversation for its owner to read, edit and send. WebRun writes the message and nothing more, so no customer ever receives an email a human has not approved.
Will it close or reassign conversations itself?
No. WebRun does not change status, assignee or tags in Hiver. It flags threads that look ready to close on the Telegram list, but closing and reassigning stay with your agents so the queue reflects real human decisions.
How long does a conversation sit before it is chased?
You set the threshold, for example three days with no customer reply. WebRun measures from the last customer message rather than the last activity, so an internal note on the thread does not reset the clock.
Related templates
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