Expansion revenue,
without the human bottleneck.
Most upsell motions die in a backlog. The signals are there — usage spikes, feature adoption, plan limits — but the CSM is busy and the moment passes. A Loomal upsell agent catches the signal, drafts the offer, and reaches out from its own identity before the customer's interest fades.
API Primitives used
vault_getPull plan and usage data
Customer plan, billing terms, and upgrade eligibility live in the encrypted vault. The agent reads them per-account on demand.
mail_sendSend the upgrade offer
Outbound from a dedicated CS agent identity, DKIM-signed, threaded against the existing customer conversation.
mail_list_messagesWatch the response
Agent reads replies, classifies interest, and either books a call or hands off to the CSM with full context.
Upsell signals expire fast.
Every product team has the dashboard: customers approaching their plan limit, hitting feature gates, expanding seats. And every team knows the dashboard alone doesn't drive revenue. The signal needs a human to read it, decide what to offer, and send the email — and by the time that happens, the customer has either upgraded themselves on the wrong plan or stopped caring.
The leverage is in collapsing the gap between signal and message. An agent that owns the data, the offer logic, and the outbound channel can act in minutes instead of weeks — and free the CSM to focus on the deals that actually need a human voice.
How to build it.
vault_getWatch for upgrade signals
Agent reads the customer's current plan and recent usage from vault entries. When usage crosses a threshold, an upgrade trigger fires.
Draft the offer
LLM picks the right next plan, applies any negotiated discount, and writes a personalized message referencing the specific usage that triggered the offer.
mail_sendSend and follow up
Email goes out from the CS agent identity, threaded against the customer's main contact. The agent watches for the reply and responds in kind.
Example prompt
“For any customer who used 90% of their seat allocation last month, draft a 3-month preview of the next tier, send it from my agent's address, and notify me on any 'yes' or 'questions' replies.”
What CS teams build.
Usage-triggered upgrades
Agent detects accounts crossing 80% of any plan limit, sends a contextual upgrade offer, and books a call on positive replies.
Feature-gate nudges
When a user hits a paywalled feature multiple times, the agent reaches out from the CS identity with an upgrade path.
Annual-plan conversion
Agent identifies customers paying monthly for 6+ months and sends an annual offer with the standard discount.
Multi-product expansion
Agent matches customer profiles to adjacent products and pitches the right one when usage signals hit.
Renewal-time upsell
At renewal, the agent automatically includes a tier-up option in the renewal email instead of just renewing flat.
Why upsells need a dedicated agent identity.
Upsell is the kind of motion that benefits from constant low-volume outreach — exactly the work humans hate and put off. Giving it to a generic automation tool fails because the messages need real context, real personalization, and a real sender. Giving it to a CSM fails because the volume is wrong for human attention.
An agent identity is the right shape: it has the data, the language model, and the inbox to do the job at human quality, at machine volume, and with full audit trails so revenue can defend every touch.
Plan data encrypted
Customer billing and plan information lives in the vault, encrypted per identity.
Per-customer audit
Every upsell touch is logged with the originating signal, agent identity, and human owner.
Scoped per CSM
Each CSM's agent only sees the accounts they own, enforcing the same data boundaries as your CRM.