Give escalations team full context on every high-priority case
Every morning, WebRun opens SAP Service Cloud, finds cases marked high priority overnight, checks Gmail read-only for any existing customer email thread on the same account, and logs each case with that context to an Airtable tracker for the escalations team.
- No credit card
- Under $0.01 per run
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How do I give the escalations team full context on high-priority SAP Service Cloud cases?
WebRun reviews new high-priority SAP Service Cloud cases every morning, checks Gmail read-only for any related customer email thread, and logs each case with that context to an Airtable tracker. The escalations team opens one record with the full picture instead of checking two systems separately for every case.
- The escalations team gets full case context in one place every morning
- No one manually cross-checks Gmail for related threads case by case
- High-priority cases are logged and tracked the same day they open
Built for enterprise support teams · escalations managers · case management teams · B2B customer service
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.sap.comin a real browser with your saved login - no setup, no API keys. -
1
SAP Service Cloud - find high-priority cases
sap.com
WebRun opens SAP Service Cloud to find high-priority cases. - Open SAP Service Cloud and filter cases to high priority
- Capture every case opened or updated overnight with its account and summary
- Note the assigned agent for each case
Done when Every high-priority case from overnight is listed with its details.
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2
Gmail - check for related email threads
gmail.com How to Automate Gmail
WebRun opens Gmail to check for related email threads. - Search Gmail for any existing thread tied to each case's account
- Note whether the customer has already emailed about the same issue
- This is a read-only check. No email is sent or drafted
Done when Each high-priority case shows whether a related email thread exists.
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3
Airtable - log the escalations queue
airtable.com How to Automate Airtable
WebRun opens Airtable to log the escalations queue. - Open the escalations tracker in Airtable
- Add a record for each case with its summary, agent, and email context
- Set the status to needs escalation review
Done when Every high-priority case has a fully contextualized record in 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 WebRun reply to the customer's email thread?
No. It only reads Gmail to check whether a related thread exists, purely for context. No email is sent, and the escalations team decides any next step.
How is a case marked high priority in the first place?
WebRun reads the priority field that your team already set in SAP Service Cloud. It does not reclassify or change any case's priority itself.
Why check email at all if the case is already logged?
It saves the escalations team from digging separately, showing right in Airtable whether the customer has already emailed about the same issue.
Related templates
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