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Automated Tawk.to Unanswered Chat Tracking

Every hour, WebRun opens Tawk.to, finds chats that have gone unanswered for more than 15 minutes, creates a Trello card for each so it isn't lost in the queue, and posts the day's unanswered count to the support Microsoft Teams channel.

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Runs on WebRun · Strict Lockdown policy
Every hour, 9 AM to 6 PM WebRunorchestrates each step
1 Tawk.to find unanswered chats
2 Trello create a catch-up card
3 Microsoft Teams post the daily count
In short

How do I stop Tawk.to chats from going unanswered during busy periods?

WebRun checks Tawk.to every hour for chats left unanswered over 15 minutes, creates a Trello card for each so it stays visible, and posts the running unanswered count to Microsoft Teams. This keeps busy periods from silently dropping visitor chats, giving the team a live view of the backlog instead of finding out after a visitor leaves.

  • Unanswered chats get tracked instead of silently dropping off during busy hours
  • The team sees a live unanswered count every hour, not just at day's end
  • No visitor chat gets missed twice thanks to duplicate-free tracking

Built for small business support teams · website live chat teams · startup customer service · solo support agents

Step by step

What does WebRun do on every run?

The exact actions WebRun takes, in order - in plain language, so you can adjust anything.

  1. WebRun signs in and gets to work

    Opens dashboard.tawk.to in a real browser with your saved login - no setup, no API keys.

  2. 1
    Tawk.to - find unanswered chats
    tawk.to
    WebRun in Tawk.to: find unanswered chats
    WebRun opens Tawk.to to find unanswered chats.
    • Open Tawk.to and check chats with no agent reply for over 15 minutes
    • Capture the visitor's question and how long it has been waiting
    • Skip any chat already carded in a previous run

    Done when Every chat unanswered past 15 minutes is listed with its wait time.

  3. 2
    Trello - create a catch-up card
    trello.com
    WebRun in Trello: create a catch-up card
    WebRun opens Trello to create a catch-up card.
    • Open the chat follow-up board in Trello
    • Create a card for each unanswered chat with the question and wait time
    • Place it in the needs-reply column

    Done when A Trello card exists for every chat unanswered past 15 minutes.

  4. 3
    Microsoft Teams - post the daily count
    microsoft.com
    WebRun in Microsoft Teams: post the daily count
    WebRun opens Microsoft Teams to post the daily count.
    • Post the running count of unanswered chats to the support Teams channel
    • Flag it if the count is higher than the same hour yesterday
    • Leave replying to the chats to your own agents

    Done when The support channel has this hour's unanswered count in Teams.

Run settings

How is each run configured?

Starting pageWhere Chrome opens at the start of each run
dashboard.tawk.to
ScheduleRuns automatically on this cadence
Every hour, 9 AM to 6 PM
DeliveryHow each run's result reaches you
Unanswered count · Microsoft Teams
OutputWhat each run produces - An hourly Trello card per unanswered Tawk.to chat, with a running count posted to Microsoft Teams.
Text
Setup & safety

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.

Your credentials stay in your own private environment - WebRun never stores your passwords.
Strict Lockdown

Every action is checked against this policy before it runs.

Domains ALLOWLIST
Typed input ALLOW
Shell command BLOCK
File uploads BLOCK
Runs in a contained environment More on policies
Good to know

Questions, answered

Does WebRun reply to the waiting visitor?

No. It only creates a Trello card and posts the count. Every reply to a visitor is still typed and sent by your own agents in Tawk.to.

How is an unanswered chat defined?

Any chat in Tawk.to with no agent reply for more than 15 minutes. WebRun reads this directly from the live conversation timestamps.

Will the same chat get carded twice?

No. It skips any chat that already has a Trello card from a previous run, so the board doesn't fill up with duplicates.

Keep going

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