Automated Bot Escalation Intent Reports
Every Monday, WebRun opens LivePerson, reads last week's bot conversations, groups the ones that escalated to an agent by intent and skill, ranks the intents by how much agent time they cost, posts the list to Telegram, and drafts a stakeholder summary in Gmail for you to review and send.
How do I find which chatbot intents keep escalating to agents?
WebRun reviews your LivePerson bot every Monday. It reads last week's conversations, groups the ones handed to an agent by intent and skill, and ranks them by volume. It posts the list to Telegram and drafts a stakeholder summary in Gmail for you to send, so the same questions stop eating agent time.
- The intents costing the most agent time are ranked every Monday
- Each intent comes with a real example question, not just a label
- Week on week movement shows which failures are getting worse
Built for conversation designers · support managers · CX teams · contact centre operations
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
liveperson.comin a real browser with your saved login - no setup, no API keys. -
1
LivePerson - group escalations by intent
liveperson.com
WebRun opens LivePerson to group escalations by intent. - Open LivePerson and pull last week's bot conversations
- Separate the ones the bot resolved from the ones handed to an agent
- Group the escalations by the intent the bot matched and the skill it transferred to
- Count each intent and note the typical question that triggered it
- Compare against the previous week so a worsening intent is visible
Done when Every escalation from last week is grouped under an intent with a count.
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2
Telegram - post the ranked intents
telegram.org
WebRun opens Telegram to post the ranked intents. - Post the top intents by escalation count to the support channel
- Show an example question under each intent so the failure is recognisable
- Mark which intents grew since last week
- Note the share of conversations the bot handled end to end
Done when The support channel has this week's ranked intent list.
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3
Gmail - draft the stakeholder summary
gmail.com
WebRun opens Gmail to draft the stakeholder summary. - Draft a short weekly summary for the conversation design and support stakeholders
- Include the top intents, their counts, the trend, and the example questions
- Leave the message in Drafts. WebRun never sends the email itself
Done when A stakeholder summary is drafted and waiting for you to send.
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 the summary without me?
No. The Gmail summary is left in Drafts for you to read and send. WebRun posts only to your internal Telegram channel on its own.
Does it change the bot or its intents?
No. WebRun only reads conversations and reports. Editing intents, retraining the bot, and changing routing rules stay with your conversation designer.
How does it decide which intent matters most?
By escalation count over the last seven days, with the change against the previous week shown, so a fast growing failure is visible even when its total is still small.
Related templates
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