Automated Tawk.to Chat Transcript Archiving
Every morning, WebRun opens the Tawk.to dashboard, reads yesterday's chat transcripts, files each one into a dated Google Drive folder, groups the conversations by the question customers were asking, and drafts you an email summarising the recurring themes and the chats that ended without a resolution.
How do I archive live chat transcripts and spot recurring questions?
WebRun opens Tawk.to every morning, reads yesterday's chat transcripts, and files each one into a dated Google Drive folder with an index. It groups the conversations by the question behind them and drafts you a Gmail summary of the recurring themes and the chats that ended unresolved.
- Every transcript is searchable in Drive the next morning
- Recurring questions point straight at the missing help article
- Unresolved chats are listed rather than lost in the history
Built for support teams · ecommerce operators · SaaS companies · customer experience leads
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
dashboard.tawk.toin a real browser with your saved login - no setup, no API keys. -
1
Tawk.to - read yesterday's chat transcripts
tawk.to
WebRun opens Tawk.to to read yesterday's chat transcripts. - Open the Tawk.to dashboard and load the chat history for yesterday
- Capture each conversation with its start time, agent, duration, and outcome
- Group the chats by the underlying question and mark any that ended without an answer or with the visitor leaving
Done when Every chat from yesterday is captured and grouped by the question behind it.
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2
Google Drive - file the dated archive
drive.google.com
WebRun opens Google Drive to file the dated archive. - Open your support archive folder and create a dated subfolder for yesterday
- Save each transcript as its own file, named by time and visitor reference
- Add an index file listing the day's chats with agent, duration, and theme
Done when Yesterday's transcripts are filed in a dated folder with an index.
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3
Gmail - draft the themes summary
gmail.com
WebRun opens Gmail to draft the themes summary. - Draft an email to your support lead summarising the recurring themes, most frequent first
- List the chats that ended unresolved with a link to the filed transcript for each
- Save it as a Gmail draft. WebRun never sends the email, so you decide who sees it and when
Done when A themed summary email is sitting in Gmail drafts for review.
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 send the summary email?
No. The summary is saved as a Gmail draft and left unsent. You read it, adjust the wording, and choose the recipients, so nothing about your support performance goes out without you.
Does it reply to visitors in chat?
No. This run reads closed conversations from yesterday only. It never opens a live chat, never types into one, and never messages a visitor.
What are the themes based on?
The actual questions in the transcripts, grouped by what the visitor was trying to do. Recurring themes are usually the fastest guide to which help article or product fix is missing.
Related templates
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