Automated LiveChat Queue Wait Alerts
Every hour during opening times, WebRun opens LiveChat, counts the visitors sitting in the queue, reads how long the longest has waited, checks how many agents are actually online, and when either number crosses the line you set it posts the support channel in Slack and texts the shift lead through Twilio.
How do I get alerted when chat wait times get too long?
WebRun checks your LiveChat queue every hour during opening times, counting the visitors waiting and how long the longest has waited. When either crosses the line you set while agents are online, it posts the support channel in Slack and texts the shift lead through Twilio.
- A bad queue is fixed inside the hour, not reviewed on Friday
- Alerts only fire when agents are online and could actually help
- The shift lead gets the numbers without watching a dashboard
Built for support leads · ecommerce teams · contact centres · SaaS support
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
livechat.comin a real browser with your saved login - no setup, no API keys. -
1
LiveChat - check the live queue
livechat.com
WebRun opens LiveChat to check the live queue. - Open LiveChat and read the current queue: how many visitors are waiting and how long each has been there
- Read how many agents are accepting chats right now, so a quiet queue with nobody online is treated differently from a busy one
- Compare the queue length and the longest wait against the thresholds you set
- Note the chat tags on the waiting visitors, so the alert says what they are waiting about
- Read only. WebRun never picks up a chat or replies to a visitor
Done when This hour's queue length, longest wait, and agent count are all known.
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2
Slack - post the support channel
slack.com
WebRun opens Slack to post the support channel. - Post the support channel when the queue or the longest wait is over the line
- Give the number waiting, the longest wait in minutes, the agents online, and the common tags
- Say nothing when the queue is inside your thresholds, so the channel stays quiet on a normal day
Done when The support team has been told while the queue is still building.
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3
Twilio - text the shift lead
twilio.com
WebRun opens Twilio to text the shift lead. - Text the shift lead's saved number when the longest wait is well past your limit
- Keep the message to the queue size, the longest wait, and the agents online
- Text only your own team numbers. WebRun never messages a waiting visitor
Done when The shift lead knows without having to be at a desk.
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 waiting visitors?
No. WebRun reads the queue and alerts your team. It never accepts a chat, sends a canned reply, or messages a visitor, so every customer still speaks to a human agent.
Will it alert me outside opening hours?
No. It runs only during the hours you set and it checks how many agents are online first, so an empty overnight queue never wakes anyone up.
What thresholds does it use?
The ones you set: a number of visitors waiting and a longest wait in minutes. Either crossing the line while agents are online triggers the Slack post, and a bigger overrun triggers the text.
Related templates
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