Automated CXone Abandoned Call Callbacks
Every morning, WebRun opens NICE CXone, pulls the contacts that abandoned the queue yesterday with their wait time and skill, creates one callback card per caller in Trello, and prepares a short Twilio text for each so an agent can approve and send it.
How do I follow up with callers who abandoned the queue?
WebRun opens NICE CXone every morning and pulls every caller who abandoned the queue the day before, with their wait time and skill. It creates an owned callback card in Trello for each one and drafts a Twilio apology text for an agent to approve, so lost calls turn into recovered customers.
- Every caller who hung up waiting gets a callback the next morning
- Repeat callers are ranked to the top instead of buried in a report
- Agents open Trello to an owned, dated list instead of a raw export
Built for contact center managers · support teams · inside sales teams · workforce managers
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
cxone.niceincontact.comin a real browser with your saved login - no setup, no API keys. -
1
NICE CXone - pull yesterday's abandoned calls
niceincontact.com
WebRun opens NICE CXone to pull yesterday's abandoned calls. - Sign in to NICE CXone and open your contact reporting for yesterday
- Filter to calls that abandoned before reaching an agent
- Capture the caller number, the skill or queue, the time of day, and how long they waited
- Drop repeat rows so a caller who tried three times appears once with an attempt count
Done when Every unique abandoned caller from yesterday is listed with wait time and queue.
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2
Trello - open a callback card per caller
trello.com
WebRun opens Trello to open a callback card per caller. - Open your callbacks board in Trello
- Create one card per abandoned caller with the number, queue, wait time, and attempt count
- Put callers who tried more than once and longest waits at the top of the list
- Assign the card to the team that owns that skill and set a due date for today
- Skip anyone who already has an open callback card
Done when Every abandoned caller has an owned, dated callback card.
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3
Twilio - draft the callback text
twilio.com
WebRun opens Twilio to draft the callback text. - Open Twilio and prepare a short, polite apology and callback offer for each number
- Match the wording to the queue the caller was waiting in
- Leave every message unsent for an agent to review and approve
- Never send to a number that has opted out
Done when A callback text is drafted and waiting for approval for each caller.
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 text customers without approval?
No. Every Twilio message is left as a draft for an agent to read and send. WebRun prepares the wording and the number, and a human decides whether it goes out.
What if the same person called three times?
They get one card, not three. WebRun groups repeat attempts by number and shows the attempt count, then ranks those callers to the top of the board.
Can it cover only one queue?
Yes. Point it at the skills or queues you care about and it ignores the rest, so a sales line and a support line can run separate boards.
Related templates
Put this on autopilot.
Turn it on in minutes - or have our team set it up for you.