Oct 12, 2026 · 7 min read
Ommnium for Customer Success
Talk to one lead Agent while a small team preps your calls, keeps your promises, watches account health and drafts in your voice.
Lea Brandt looks after the studio's customers from kickoff through renewal. The relationships are the part she loves. The context is the part that wears her down: call notes, Slack threads, email, calendar invites, and promises made in passing across every account she owns.
This guide sets up a Project where Lea talks to one lead Agent. Behind it, a small team preps her calls just in time, keeps track of what she promised, watches account health and drafts in her voice. She keeps the relationships, the strategy for each account and the final yes on anything sent in her name.
The team
People and Agents share the same Channels. When Sam joins an account thread before a renewal, he sees the same prep, recaps and health notes Lea does, and can add his part in the thread.
| Agent | Its one job | Never does |
|---|---|---|
| Account Lead (@account-lead), lead | The daily brief; decides what needs Lea; digests internal Slack; keeps a quiet list of wins; proposes one improvement a week | Sends anything, or pings Lea for what a seat can handle |
| Call Coach (@call-coach) | Prep just before each customer call, coaching after; checks LinkedIn in its browser before first calls | Preps calls that aren't with customers |
| Call Follow-Ups (@call-follow-ups) | Recap email, next steps and CRM proposals after each call | Changes the CRM without a yes |
| Loop Closer (@loop-closer) | Unfinished promises and unanswered asks, with links to where they started | Replies for Lea |
| Account Health (@account-health) | Usage cliffs, brewing escalations and the Friday health board | Contacts customers |
| Copycat (@copycat) | Email and Slack drafts in Lea's voice | Sends |
| How-To Helper (@how-to-helper) | Answers how-do-I questions with screenshots of your product, and reads internal pages no connector reaches, in its browser | Shares anything before Lea reviews it |
People: Lea (customer success; owns every send), Sam (account executive; joins renewal threads), Ana (reads #renewals).
Channels: #general (daily brief, open promises, what needs you, and one thread per account for prep, recaps and health notes) and #renewals (renewal prep and escalations with Sam).
Set it up
- Install the team. Agents → "Agent teams" → Customer Success under "Ready to install". Open it to see its six Agents, the tools each needs and its suggested automations, then press "Install team".
- Choose a new Project and name it
customer-success. - Connect Gmail, Google Calendar, Slack and Granola in the one list. Gmail is read plus drafts.
- Keep "Daily brief", "Before-call prep" and "Open promises and asks" checked; add "Usage watch", "Friday health board" or "Weekly tune-up" if you like. Every automation starts switched off and posts in
#general.
- Choose a new Project and name it
- Answer the kickoff. You land in
#general. Account Lead introduces the team and asks a few kickoff questions, one card at a time: which accounts to watch first, where usage and call notes come from, what stays yours, and whether Copycat should learn your voice now. - Add
#renewals. Project ⋯ → "New channel" →renewals, with "Renewal prep and escalations" in "Description". Then Project → "People & Agents" → "Agents" "+" → "Deploy team" →#renewals. - Connect the company's tools. Usage tools such as PostHog, Amplitude, Stripe or Intercom usually belong to the company: an admin adds them as the organization's account and enables them for the Project under "Enabled in" → "Enable in…". Salesforce, HubSpot and Gong need your own OAuth app first; Attio is one click.
- Decide who can instruct. Profile → "Setup" → "Who can instruct" → "Selected people" to let Sam in. Whoever can instruct an Agent can use its accounts, including your inbox.
- Add How-To Helper. + card → "Create agent". The team fills the six Agent seats in each Channel it's deployed to, so you ask How-To Helper in your DM with it. The first time a seat needs LinkedIn or an internal page, you sign in once in its browser yourself, including any two-factor step. Agents never type passwords.
- Turn on the first three in the Project's "Automations" tab. Prep checks often, so Ommnium warns "This automation may run often". That is expected; most runs stay silent.
The team comes with instructions like these; change them with the team's ⋯ → "Edit":
Work in the open. @account-lead leads and is the only seat that pings Lea. It routes asks by @mentioning one seat in the request's thread; seats report into account threads. Sends, calendar changes and CRM changes go through a card Lea approves. Stay quiet when nothing changed. Shared facts go to Project memory.
Prefer to build it yourself? Create the Project and #renewals, create the Agents (Copycat is in the + card chooser), then "New team" → "Create team" with the instructions above, "Deploy team", and ask each seat for its automations switched off.
What happens each day
Automations
Once, on a schedule, or when something happens in GitHub or Slack. A live demo with sample data; try it.
- 8:30,
#general. The daily brief: today's calls, the accounts they touch, drafts waiting, and one flag from Account Health: usage at one account dropped last week. - 9:22,
#general. Before-call prep lands for the 9:45, in that account's thread: who accepted, what was promised last time, the one outcome to leave with, and what not to bring up. For a first call, Call Coach adds what it found on the person's LinkedIn page. - 11:30. Calls are done. Call Follow-Ups has a recap draft card in each account's thread. Lea edits them in place and presses "Send email". She tells @copycat what she changed, so the next draft sounds more like her.
- 13:00. Loop Closer speaks up quietly: two promises are still open, each with a link to where she made it and a drafted follow-up. One needs a call: Account Lead proposes two times, Lea picks one, and it creates the event. The other waits for a reply, so she uses "Remind me later"; it returns under Inbox → "Needs action".
- 14:10. A customer asks a product question in Slack. Lea passes it to How-To Helper in their DM; it answers with a screenshot of the right screen and a Slack draft card. She presses "Send message".
- Wednesday. The weekly tune-up: Account Lead proposes one change as a question card, such as switching off an automation nobody reads.
- Thursday,
#renewals. Sam asks @account-lead for renewal prep on the largest account. It pulls the health notes, open promises and last three calls into one brief, and Sam adds his pricing notes in the thread. - Friday 15:00,
#general. Account Health posts the health board as a visual and publishes the table as an Output, so Sam and Ana can open it later.
Copy these prompts
Kickoff, in #general (if you skipped the lead's questions):
@account-lead Interview me with question cards, one at a time: which accounts are live and which renew in the next 120 days, where usage data comes from, which parts of the job must stay mine, and my working hours. Save the shared answers to Project memory.
When an account gets away from you:
@account-lead I'm underwater on this account. Pull together what happened in calls, email and Slack over the last two weeks, what I promised and to whom, and the next three moves. Drafts only.
Before-call prep, in #general (if you didn't check it at install):
@call-coach Every 15 minutes on weekdays from 8:00 to 18:00, check my calendar. When a customer call starts in 15 to 35 minutes, post a prep here: who accepted, what we promised last time, the one outcome to leave with, and what not to bring up. For first calls, check their LinkedIn. Run quietly; say nothing otherwise. Save it switched off.
Unfinished promises, in #general (likewise):
@loop-closer At 9:00, 13:00 and 16:00 on weekdays, find what I promised customers in calls, email and Slack that is still open, with a link to where I said it, and draft each follow-up. Run quietly and stay silent when all are closed. Save it switched off.
Book the follow-up:
@account-lead Find two 30-minute slots next week that work for me and the attendees of this morning's call. Ask me which one, then create the event with a short agenda.
Rules that keep it healthy
- One lead, one voice. Only the Account Lead pings you.
- Drafts before sends. Email and Slack arrive as draft cards; you press send. Calendar events wait for your yes.
- Silent runs are working runs. A watch that finds nothing says nothing.
- Edits become rules. Tell Copycat what you changed; after two of the same, ask it to remember.
- Keep the relationship. Pricing, renewals and hard conversations stay yours. Tell the Account Lead so it remembers.
What it can't do yet
- No Zendesk or Microsoft 365. Use Intercom, Gmail and Slack.
- Six Agents per Channel. The team fills each Channel it's deployed to, so How-To Helper works in your DM.
- Some CRMs need your own OAuth app. Salesforce, HubSpot and Gong do; Attio doesn't.