Automated Sierra Knowledge Gap Backlogs
Every Monday, WebRun opens Sierra, reads the past week of conversations, picks out the ones that escalated or ended without a clear answer, groups the underlying questions by topic, counts how often each came up, files them as a ranked backlog in Trello for the person who maintains the help content, and sends the top gaps on WhatsApp.
How do I find the questions my support agent cannot answer?
WebRun turns a week of Sierra conversations into a writing list every Monday. It finds the questions that escalated or ended unanswered, groups them by topic, counts how often each came up, files a ranked backlog in Trello, and sends the top gaps on WhatsApp to the docs owner.
- Repeat unanswered questions become a ranked writing list every Monday
- Each gap carries the customer wording and its escalation count
- Missing content is separated from content the agent failed to use
Built for support leads · knowledge base owners · customer experience teams · technical writers
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 - find the unanswered questions
sierra.ai
WebRun opens Sierra to find the unanswered questions. - Open Sierra and read the conversations from the past week
- Pick out the ones that escalated to a person or ended without a clear answer
- Write down the underlying question in each, in the customer's own words
- Group the questions by topic and count how often each topic came up
- Check whether a knowledge source exists for each topic, or whether the answer is simply missing
- Read only. WebRun never edits a knowledge source or replies to a customer
Done when Every unanswered question from the week is grouped by topic and counted.
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2
Trello - file the ranked backlog
trello.com
WebRun opens Trello to file the ranked backlog. - Create one card per topic on the documentation backlog board
- Rank the cards by how many conversations the gap cost you
- Put the customer wording and an example conversation on each card
- Mark topics where content exists but the agent did not use it, since that is a different fix
Done when The backlog board holds one ranked card per knowledge gap.
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3
WhatsApp - send the top gaps
whatsapp.com
WebRun opens WhatsApp to send the top gaps. - Send the docs owner the top gaps with their conversation counts
- Say how many escalations each gap caused last week
- Note whether the count rose or fell compared with the week before
Done when The docs owner has this week's top gaps on WhatsApp.
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 write or publish new help content?
No. WebRun identifies the gaps and files them as a backlog. Writing and publishing help content stays with your team, because a wrong published answer is worse than a missing one.
Does it reply to any of the customers?
No. This run reads last week's conversations and never sends a message. Customer replies are handled by your agents and your Sierra setup, not by this workflow.
How are the gaps ranked?
By how many conversations each topic cost you last week, escalations first. The card shows the count and whether it rose or fell, so the biggest repeat problem sits at the top.
Related templates
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