Automated Intercom Help Center Audit
Every Monday, WebRun opens Intercom, walks the Help Center collection by collection, notes each article's last updated date and views, compares them against what agents actually answered in conversations this week, writes the audit into Airtable, and opens a Trello card for every article that needs a rewrite.
How do I find which help center articles are out of date?
WebRun audits your Intercom Help Center every Monday. It reads each collection, records every article's last updated date and views, compares them with what agents actually answered in conversations, logs the results in Airtable, and opens a Trello card per rewrite, so self-serve content keeps matching reality.
- Stale articles surface weekly instead of at the next complaint
- Every rewrite starts as a Trello card with the reason attached
- Agent answers and published articles stop contradicting each other
Built for support leads · knowledge base managers · SaaS support teams · customer experience 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.intercom.comin a real browser with your saved login - no setup, no API keys. -
1
Intercom - audit help center articles
intercom.com
WebRun opens Intercom to audit help center articles. - Open Intercom and list every Help Center collection and the articles inside it
- Capture each article's last updated date and view count
- Read this week's conversations for answers agents typed that no article covers
- Flag articles that are old, barely read, or contradicted by what agents said
Done when Every published article has an age, a view count, and a stale or fresh verdict.
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2
Airtable - log the audit results
airtable.com
WebRun opens Airtable to log the audit results. - Write one row per article with its collection, last updated date, and views
- Mark the reason it was flagged: stale, low traffic, or contradicted by an agent reply
- Update rows from previous weeks instead of duplicating them
Done when The Airtable audit table matches this week's Help Center exactly.
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3
Trello - queue the rewrites
trello.com
WebRun opens Trello to queue the rewrites. - Open a Trello card for each flagged article with its link and the reason
- Put the highest-traffic stale articles at the top of the list
- Skip articles that already have an open card
- Never edit or unpublish the article itself: WebRun only queues the work for a writer
Done when Every flagged article has one open Trello card.
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 edit or unpublish my articles?
No. WebRun only reads the Help Center. Every change it suggests lands as a Trello card for a writer to action, so nothing is edited, unpublished, or deleted without a human.
How does it decide an article is out of date?
It combines three signals: the last updated date, the view count, and whether agents typed a different answer in Intercom conversations that week. Articles failing on any of the three get flagged.
Will it open the same card every week?
No. It checks Trello for an existing open card per article first and updates the Airtable row instead of duplicating it, so the queue stays the length of the real backlog.
Related templates
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