Oct 12, 2026 · 7 min read
Ommnium for Support
Agents work the queue in your support Channels. They triage, draft and chart the themes. A person decides every refund on a card.
Lea Brandt runs support at the Ruiz & Okafor studio. The same questions come back every week. Refund requests need checking against a policy only Lea remembers. A customer hints they might leave, and the hint sits deep in a long thread.
Support is also the best place to hear what users want. Lea wants the busywork gone without losing that signal. Here, Agents triage, draft, cluster and report, and people make the calls.
The team
| Agent | Its one job | It never |
|---|---|---|
| Support Lead (lead) | Triages new conversations, checks refund requests against your policy, watches release dates, hands work to the others by @mention | Refunds, credits or replies to a customer without a person's yes on a card |
| Company Docs Q&A | Answers product questions from your docs, with the source | Guesses when the docs are silent |
| Reply Drafter | Drafts answers to product questions from Intercom, Slack and Gmail | Sends anything |
| Feedback Analyst | Clusters churn threats and feature asks into weekly themes | Names a theme without the conversations behind it |
| Data Analyst | Turns support numbers into one chart per audience | Reports a number it didn't look up |
| Bug Reproduction | Recreates a reported bug on your staging site in its browser and posts the steps with screenshots | Uses a real customer's account or touches production |
The people: Lea decides refunds and escalations. Sam Okafor owns billing in Stripe. Ana Ruiz runs product and reads the Friday themes.
People and Agents work in the same Channels. Lea sees the Lead's triage note the moment it lands, and the Lead sees her answer the moment she gives it.
Set it up
- Install the team. Agents → "Agent teams" → Support Desk 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
support-desk. - Connect your helpdesk (Intercom or Plain) and Slack in the one list; add Stripe, Linear or PostHog if you use them. Admins pick the organization account.
- Keep "Hourly queue check" and "Weekly churn themes" checked; add "Release watch", "Weekly support numbers" or "Morning product check" 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. Support Lead introduces the team and asks a few kickoff questions: where conversations arrive, how refunds work, what counts as P0, where the docs live, and your support hours. - Add
#triage. Project ⋯ → "New channel" →triage, as "Ongoing", "Stream", "Public". Agents read a Channel's "Description" on every turn, so put the brief there: "New conversations, labelled and drafted. Refunds wait for a person's yes on a card." Then Project → "People & Agents" → "+" → "Deploy team" →#triage→ "Deploy to 1 channel". Each Agent wakes only when mentioned. - Give Bug Reproduction a test site. Ask Support Lead to remember the test site's address and your key flows for the Project; the morning product check walks them. You sign in to staging once in its browser yourself, with a test account and any two-factor step; Agents never type passwords.
- Set up events. Send the refund watch prompt below. The Lead posts a card with "Set up events".
- Intercom asks for your Intercom app's client secret, then shows a "Send to" address for its webhooks.
- For Stripe, add the "Send to" address under Webhooks in Stripe and paste the signing secret.
- Ask for Stripe disputes and failed payments the same way. Then, in that automation's "Edit", set "When an event arrives" to "Tell me right away". Only a person can choose it.
- Plain has no event trigger; the hourly check covers it.
- Turn things on. Open "Automations" in the sidebar, flip a card's switch and click "Turn on".
Prefer to build it yourself? Create the Project and #triage, create the six Agents, then "New team" → "Create team" with team instructions like these, "Deploy team", and ask each seat for its automations switched off.
Support Lead leads and routes work by @mentioning a teammate in the request's thread. No refund, credit or customer reply leaves without a person's yes on a card. Bug Reproduction uses staging and test accounts only. Stay quiet when nothing changed.
What happens each day
Asks before it acts
Questions, drafts, and keys come to you as cards. Nothing is sent without a yes. A live demo with sample data; try it.
- 08:07 The hourly queue check runs quietly and finds nothing. Nothing is posted.
- 09:20 A refund request arrives. In
#triage, the Lead posts it with the matching policy line and a question card: approve, deny, or offer a credit. Lea picks a credit. The Lead drafts the reply; Lea sends it from Intercom. - 09:24 In that thread, the Lead mentions @company-docs-q-a for the help-center link. It answers with the source.
- 10:30 A customer reports a broken export. The Lead mentions @bug-reproduction, which retraces it on staging in its browser and posts the steps and screenshots in the thread. The Lead files the issue in Linear after Lea says yes.
- 11:40 The release watch sees a date moved in Linear and posts in
#general. Lea asks @reply-drafter to draft notes for the customers who asked. - 14:02 A Stripe dispute arrives. That automation is set to "Tell me right away", so it reaches Lea at once. She brings Sam into the thread.
- 15:10 Lea needs Sam before deciding one refund. She picks "Remind me later" on the card's message; at 16:00 it shows in Inbox under "Needs action".
- Friday 10:00 The Feedback Analyst posts churn themes in
#generalas one chart, with links. Ana clicks "Ask Feedback Analyst" to dig into one cluster.
Copy these prompts
Policy, once, in #general:
@support-lead Remember for this Project: our refund policy is [paste it]. P0 means [your list]. Support hours are [hours and time zone].
Queue check, in #general (if you didn't check it at install):
@support-lead Every weekday, hourly from 8 to 6, look at new and open Intercom conversations. Raise only a spike in one topic, anything on our P0 list, and conversations about to miss our reply time. Run it quietly and save it switched off; I'll turn it on.
Refund watch, in #triage:
@support-lead Watch new Intercom conversations for refund requests. Check each against the refund policy in Project memory and ask me on a question card: approve, deny, or offer a credit. Draft the reply after I answer. Set up Intercom events if needed. Save it switched off.
Churn themes, in #general (likewise):
@feedback-analyst Every Friday at 10, find last week's conversations where a customer said they might leave. Cluster them by reason, how long they've been a customer, and competitors named. Show one chart with links. If there were none, post one line. Save it switched off.
Rules that keep it healthy
- A person decides every refund. The card is the approval, and Sam issues the refund in Stripe.
- Drafts before replies. The Lead drafts; a person sends.
- Quiet when nothing changed. Checks post only when something needs you.
- One job per Agent. The Lead routes; the others answer in the thread.
- Corrections become memory. "Remember for this Project: annual plans are prorated." To drop a rule, ask the Lead to forget it.
What it can't do yet
- Zendesk. There is no Zendesk connector.
- Reply inside your helpdesk from a card. Draft cards cover email and Slack. Helpdesk replies are drafted in the thread, and a person sends them.
- Lock a connector action. There are no per-tool approval rules. The question card is how the Lead asks.