Automated Olark Missed Chat Handoff
Every hour, WebRun opens Olark, finds chats that came in while your team was offline or went unanswered, creates a Trello follow up card with the visitor's question and contact details, and posts it to Microsoft Teams so a rep can pick it up.
How do I follow up on missed Olark chats before they go cold?
WebRun checks Olark every hour for chats that came in while your team was offline or went unanswered, and turns any with a way to reach the visitor into a Trello follow up card. It posts the new card to Microsoft Teams and tags the next rep in rotation, so missed chats become assigned follow ups instead of lost leads.
- Missed chats become an assigned follow up within the hour
- Leads with contact details never sit unclaimed in a transcript log
- Reps know exactly who owns each follow up from the Teams tag
Built for small business sales teams · website support · inside sales · ecommerce support
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
-
WebRun signs in and gets to work
Opens
www.olark.comin a real browser with your saved login - no setup, no API keys. -
1
Olark - find missed or unanswered chats
olark.com
WebRun opens Olark to find missed or unanswered chats. - Open Olark and pull transcripts for chats marked missed or unanswered
- Capture the visitor's question, page, and any contact details they left
- Check whether the visitor has an existing follow up card already
- Skip chats where the visitor left no way to be reached
Done when Every missed or unanswered chat with contact details is identified.
-
2
Trello - create the follow up card
trello.com
WebRun opens Trello to create the follow up card. - Create a follow up card for each missed chat with the visitor's details
- Include the question asked and the page they were on
- Place the card in the team's follow up queue list
Done when A Trello card exists for every missed chat with contact details.
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3
Microsoft Teams - notify the team a card is ready
microsoft.com
WebRun opens Microsoft Teams to notify the team a card is ready. - Post a short notification to the sales channel when a new card is created
- Include the visitor's question and a link to the Trello card
- Tag whichever rep is next in the follow up rotation
Done when The team has been notified in Teams for every new follow up card.
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 WebRun contact the visitor directly?
No. It only creates the follow up card and notifies your team. Reaching out to the visitor is always done by the assigned rep.
What happens if the visitor left no contact details?
That chat is skipped, since there's no way for a rep to follow up. Only chats with an email, phone number, or other contact info become a card.
How does the team know who should follow up?
The Teams notification tags whichever rep is next in your follow up rotation, so it's clear who owns the card without anyone having to ask.
Related templates
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