Automated LiveAgent Low Rating Reviews
Every Monday, WebRun opens LiveAgent, finds the tickets closed last week that customers rated badly, reads the comment and the thread behind each one, logs them in Airtable grouped by agent and cause, and texts the support manager by Twilio when a week is worse than usual.
How do I review last week's badly rated support tickets?
WebRun opens LiveAgent every Monday and finds the tickets closed last week that customers rated poorly, reading the comment and the thread behind each. It logs them in Airtable grouped by agent and likely cause and texts the support manager by Twilio on a bad week, so coaching uses real threads instead of averages.
- Coaching happens off real threads, not monthly averages
- Bad ratings are grouped by cause so patterns show
- The manager hears about a bad week on Monday, not at quarter end
Built for support managers · customer service teams · quality leads · contact centre supervisors
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
www.liveagent.comin a real browser with your saved login - no setup, no API keys. -
1
LiveAgent - collect the bad ratings
liveagent.com
WebRun opens LiveAgent to collect the bad ratings. - Open LiveAgent and filter last week's tickets to those with a poor agent rating
- Capture the ticket subject, the customer comment, the agent, and the department
- Read the thread to see how long the customer waited and how many replies it took
- Note whether the ticket was reopened or escalated before it closed
Done when Every badly rated ticket from last week has its comment, agent, and thread context.
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2
Airtable - group by agent and cause
airtable.com
WebRun opens Airtable to group by agent and cause. - Append one row per badly rated ticket to your quality base
- Record the agent, the department, the wait time, the reply count, and the verbatim comment
- Tag a likely cause such as slow first reply, wrong answer, or tone
- Link back to the ticket so a coaching conversation opens the real thread
Done when Last week's bad ratings are in Airtable grouped by agent and cause.
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3
Twilio - text the manager on a bad week
twilio.com
WebRun opens Twilio to text the manager on a bad week. - Text the support manager the count of poor ratings and the top cause for the week
- Send it only when the count is above the threshold you set
- Name the department with the most bad ratings in the message
- Keep the recipients internal. WebRun never texts or emails the customer who left the rating
Done when The manager knows whether last week needs attention before opening Airtable.
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 contact the customer who left the bad rating?
No. Everything WebRun sends is internal, to your Airtable base and the support manager's phone. Any apology or follow up to the customer is written and sent by a person.
Will it reply to or reopen tickets?
No. This workflow is read only inside LiveAgent. Tickets are not reopened, reassigned, or replied to. It only reads closed tickets and their ratings and reports what it found.
How does it decide the cause?
It reads the customer comment alongside the thread's wait time and reply count, then tags a likely cause such as slow first reply or wrong answer. The tag is a starting point a manager can correct in Airtable.
Related templates
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