Automated Kore.ai Escalation Chase Alerts
Every hour, WebRun opens Kore.ai, finds conversations that were escalated to a human agent and have sat unanswered for 30 minutes or more, messages the on-duty agent's internal WhatsApp with the conversation link, and books a follow-up check on Google Calendar until it is resolved.
How do I make sure escalated Kore.ai chats don't sit unanswered?
WebRun checks Kore.ai every hour for conversations escalated to a human agent that have sat unanswered for 30 minutes or more, messages the on-duty agent's internal WhatsApp with the link, and books a Google Calendar follow-up until it is resolved. Waiting customers get a faster human reply instead of an escalation that quietly stalls.
- Escalated conversations get a human reply within the hour
- No stale escalation is left unresolved overnight
- The on-duty agent is alerted without watching a dashboard
Built for Customer service teams · support operations · conversational AI admins · enterprise CX
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
kore.aiin a real browser with your saved login - no setup, no API keys. -
1
Kore.ai - find unanswered escalations
kore.ai
WebRun opens Kore.ai to find unanswered escalations. - Open Kore.ai and filter conversations to escalated to human
- Find any that have sat without an agent reply for 30 minutes or more
- Note the conversation link and how long it has waited
Done when Every stale escalation is listed with its wait time.
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2
WhatsApp - alert the on-duty agent
whatsapp.com
WebRun opens WhatsApp to alert the on-duty agent. - Message the on-duty agent's internal WhatsApp with the conversation link
- State how long it has been waiting
- Never message the end customer directly, only the internal agent
Done when The on-duty agent has been alerted to every stale escalation.
-
3
Google Calendar - book a follow-up check
calendar.google.com
WebRun opens Google Calendar to book a follow-up check. - Book a 30-minute follow-up check for any escalation still unresolved
- Attach the conversation link to the event
- Clear the follow-up automatically once an agent has replied
Done when Every unresolved escalation has a scheduled follow-up check.
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
Does it message the customer directly?
No. WebRun only alerts your internal on-duty agent on WhatsApp. It never sends anything to the customer in the escalated conversation.
Will it reply to the bot conversation itself?
No. It only reads escalation status and wait time. Replying to the customer stays with the human agent it alerts.
What counts as a stale escalation?
Any conversation handed off to a human agent that has gone 30 minutes or more without a reply. You can change that threshold.
Related templates
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