Automated Sierra Conversation Quality Reviews
Every morning, WebRun signs in to Sierra, reads yesterday's conversations, and picks out the ones worth a human look: conversations that ended without a resolution, ones where the customer asked the same thing more than once, and ones that were escalated. It posts the review list grouped by topic to Slack and pings the support lead on Telegram with the counts.
How do I review AI support conversations for quality every day?
WebRun reads yesterday's Sierra conversations every morning and flags the ones that ended unresolved, repeated the same customer question, or were escalated to a person. It posts the list grouped by topic to Slack and sends the support lead the headline counts on Telegram, changing nothing in Sierra.
- Unresolved conversations are reviewed the next morning, not at month end
- Recurring topic gaps show up as a group instead of one ticket at a time
- The support lead sees the counts before standup
Built for support leads · customer experience teams · ecommerce support · operations 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
sierra.aiin a real browser with your saved login - no setup, no API keys. -
1
Sierra - sample yesterday's conversations
sierra.ai
WebRun opens Sierra to sample yesterday's conversations. - Sign in to Sierra and open yesterday's conversations
- Record the topic, the outcome, and whether each conversation was escalated to a person
- Flag conversations that ended with no resolution, ones where the customer repeated the same question, and ones that ran unusually long
- Group the flagged conversations by topic so a recurring gap is obvious. Never reply inside a customer conversation
Done when Yesterday's conversations are read and the ones needing review are flagged by topic.
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2
Slack - post the review list by topic
slack.com
WebRun opens Slack to post the review list by topic. - Post the review list to your support channel in Slack
- Group by topic and put the topic with the most unresolved conversations first
- Include a one-line reason and a link for each flagged conversation
- Note which topics improved or worsened against yesterday
Done when The support channel has today's review list grouped by topic.
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3
Telegram - ping the support lead with the counts
telegram.org
WebRun opens Telegram to ping the support lead with the counts. - Send the support lead a short Telegram message with yesterday's counts
- Show conversations handled, conversations escalated, and conversations flagged for review
- Name the single topic that produced the most unresolved endings
Done when The support lead has yesterday's headline counts on Telegram.
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 it reply to customers or change any conversation?
No. WebRun reads conversations and reports on them. It never replies to a customer, reopens a conversation, changes a status, or edits any agent behaviour. The review list is for your team to act on.
How does it decide which conversations to flag?
It flags three patterns: conversations that ended without a resolution, ones where the customer asked the same question more than once, and ones escalated to a person. You can add your own patterns or topics.
Will it read every conversation or just a sample?
It reads yesterday's set and flags the ones matching your patterns. On high volume accounts you can cap the review at a set number per topic so the Slack list stays readable.
Related templates
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