Automated Tawk.to Support Shift Handovers
Every night, WebRun opens Tawk.to, collects the chats and tickets still open at the end of the shift, records who owns each one and how long the visitor has waited, writes a handover brief into Notion ranked by wait time, and texts the incoming shift lead the items to pick up first.
How do I hand over open support chats at the end of a shift?
WebRun opens Tawk.to at the end of each shift and collects every chat and ticket still open, with its owner, department, and how long the visitor has waited. It writes a handover brief into Notion ranked by wait time and texts the incoming shift lead the items to pick up first.
- The incoming shift starts with a ranked list, not a blank dashboard
- No visitor has to explain themselves twice across a shift change
- Every open item carries an owner and a real wait time
Built for support managers · live chat teams · 24 hour service desks · customer service 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 - collect what is still open
tawk.to
WebRun opens Tawk.to to collect what is still open. - Open the Tawk.to dashboard and list chats still open at the end of the shift
- Add the tickets left unresolved in each department
- Capture the visitor, the agent who owns it, the department, and any tags applied
- Work out how long each visitor has been waiting for a reply
- Note the last message on each so the next agent has the context
Done when Every open chat and ticket is listed with its owner and wait time.
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2
Notion - write the handover brief
notion.so
WebRun opens Notion to write the handover brief. - Create tonight's handover page in your support Notion space
- List open items ranked by how long the visitor has waited, longest first
- Give each row the department, the outgoing owner, the tags, and a one-line summary of the last message
- Add a short section for anything already promised to a visitor so the promise is kept
- Close out rows resolved since last night's brief
Done when Tonight's handover brief is in Notion, ranked by wait time.
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3
Twilio - text the incoming lead
twilio.com
WebRun opens Twilio to text the incoming lead. - Text the incoming shift lead through Twilio with the count of open items
- Name the three longest-waiting visitors by ticket reference, not by personal detail
- Link the Notion brief so the full picture is one tap away
- Text only the internal on-shift numbers you configured
Done when The incoming lead knows what to pick up first.
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 reply to visitors or close their chats?
No. WebRun reads what is open and writes the handover. It never replies to a visitor, closes a chat, or changes a ticket status in Tawk.to.
Who gets the text message?
Only the internal on-shift numbers you configure, normally the incoming shift lead. No visitor or customer is ever texted, and personal details stay out of the message.
What happens to items resolved during the night?
They are closed out on the next run. Each brief is rebuilt from the live Tawk.to state, so a resolved chat does not linger on tomorrow's handover.
Related templates
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