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pili/case-studies/impulsa-me
Customer Story · 001

How Impulsa.me is building an agentic company with Pili.

Impulsa.me runs customer onboarding, support, project operations and a future SaaS agent rental business on Pili — starting with Sandra, its first customer-facing AI employee.

Read the caseVisit impulsa.me5 min read
sandra · onboarding agent
01
Upwork contract detected
trigger · webhook.upwork.contracts
12:04:18
02
Client created in mini-CRM
crm.clients.insert · #IMP-0148
12:04:21
03
Project & onboarding stage opened
crm.projects.create · stage = welcome
12:04:23
04
Welcome email drafted · awaiting review
human.review · agustin@impulsa.me
live
run · ag_sandra_v3.2cost · $0.018 · 1.4s
Onboarding time
3h → 12m
From signed contract to kickoff slot.
Manual admin
−68%
Hours/week reclaimed by the founder.
Tickets handled by Sandra
82%
Resolved or escalated correctly.
Agents in fleet
1 → 4
Sandra now, Marcos · Laura · Pablo next.
Client
Impulsa.meImpulsa.me
Product
Pili · Agent platform
First agent
SSandra · Onboarding & Support
Core system
Mini-CRM · Voice persona · Upwork onboarding
01 · The challenge

A boutique consultancy
running on heroics.

Impulsa.me ships ecommerce growth work for a portfolio of clients — leads coming in via Upwork, projects spinning up across Notion, Slack, email and calls. Every new client meant the same handful of tasks done by hand, by the same handful of people, on a Tuesday afternoon.

Pain · 01
Onboarding lived in someone's head

Welcome emails, kickoff scheduling, access requests — repeated client by client, never the same way twice.

Pain · 02
Tickets bled into DMs

Support requests landed in WhatsApp, email, Slack. No queue, no SLA, no audit trail.

Pain · 03
Project ops by founder

Status updates, invoicing nudges and weekly reports were the founder's evening shift.

Pain · 04
No platform to package what worked

The team had repeatable plays but no way to rent them out as a SaaS agent in the future.

They didn't need another chatbot. They needed an operational layer for leads, clients, projects, onboarding, support and escalation — one that could grow into a fleet.

02 · The solution

Pili became the operating layer for Impulsa.me's agent workforce.

Not a copilot bolted onto a CRM. A platform where each agent has a name, a role, an audit trail, a cost limit and an escalation path. Sandra was first. The rest follow the same shape.

Pillar · 01

Named agents

Sandra. Marcos. Laura. Pablo. Each agent is a deployable employee with role, voice and tools.

Pillar · 02

Mini-CRM as memory

Clients, projects, onboarding stages, invoices, tickets and interactions — the agent's source of truth.

Pillar · 03

Voice that's theirs

Cloned voice with signed consent. Inbound and outbound calls handled with brand-true tone.

Pillar · 04

Governance by default

Tenant isolation, audit trail, human escalation, cost limits, kill switch. Nothing runs silently.

03 · Meet the first hire

Sandra.
Onboarding &
customer support.

Sandra is Impulsa.me's first AI employee — the one who says hello, opens the project and handles the first tickets. She doesn't replace people. She gives the team back the morning.

S
Sandra
ag_sandra · v3.2 · tenant: impulsa-me
Role
  • ·Welcome new clients
  • ·Open projects in CRM
  • ·Schedule kickoff
  • ·Triage support tickets
Tools
  • upwork.contracts.read
  • crm.clients.write
  • crm.projects.write
  • email.draft
  • calendar.find_slot
  • voice.outbound
Guardrails
  • ·Daily cost cap $20
  • ·Email send → human
  • ·Refund > €100 → escalate
  • ·Kill switch armed
Last 24h · activity
14 runs · 2 escalated
00:0006:0012:0018:00now
04 · Architecture

The mini-CRM gives Sandra a memory.

Six core entities, one tenant per company, one audit trail per action. Everything Sandra reads or writes is scoped, logged, reversible.

clients
148 rows
iduuid
nametext
sourceenum
tierenum
projects
62 active
iduuid
client_id→ clients
stageenum
owneruser / agent
onboarding_stages
+ Sandra writes
project_id→ projects
stagewelcome · kickoff · live
completed_attimestamp
actoragent_id
invoices
412 rows
project_id→ projects
amountmoney
statusenum
tickets
+ Sandra reads/writes
client_id→ clients
channelemail · voice · slack
severityP0–P3
resolutiontext
interactions
audit log
actoruser / agent
actionenum
cost_usddecimal
signed_hashaudit
Sandra read/write surfaceRead-only / sharedTenant: impulsa-me · region: eu-west · isolation: row-level
05 · Flow

From signed Upwork contract to scheduled kickoff. In minutes.

When a contract closes, Sandra picks it up, opens the client and project, drafts the welcome and finds the kickoff slot. The founder reviews, sends, and moves on with their day.

  1. 01 · trigger
    Upwork contract detected
    Webhook fires on contract.signed.
  2. 02 · crm
    Client created
    Source set to upwork. Tier inferred from contract value.
  3. 03 · crm
    Project opened
    Stage = welcome. Owner = sandra.
  4. 04 · stage
    Onboarding started
    Welcome stage logged with timestamp + actor.
  5. 05 · email
    Welcome email drafted
    Held for human review before send.
  6. 06 · calendar
    Kickoff scheduled
    Slot proposed in client tz, confirmed on reply.
onboarding.flow.yaml
# pili / agents / sandra / flows / onboard_upwork
trigger: upwork.contract.signed
steps:
  - crm.clients.upsert      # source: upwork
  - crm.projects.create     # stage: welcome
  - crm.onboarding.advance  # actor: ag_sandra
  - email.draft             # requires: human.approve
  - calendar.find_slot      # window: +3d
guardrails:
  cost_cap_usd: 0.25
  on_failure: escalate(agustin@impulsa.me)
06 · Voice

Sandra picks up the phone.

Inbound and outbound calls handled with a cloned voice and signed consent. Live transcripts. Escalation to a human in one tap. Every call is part of the audit trail.

  • Brand-consistent tone, never off-script.
  • Voice fingerprint signed; consent recorded.
  • Hand-off to human under 600ms.
live · inbound · +34 ▒▒▒ ▒▒▒ 412
02:14 / consent · ✓
Waveform
00:0002:14
Transcript
00:04
Sandra
Hi, this is Sandra from Impulsa.me. Quick check on your kickoff for tomorrow — does 10:30 still work?
00:21
Caller
Yes, 10:30 is fine. Could you also send the brief?
00:32
Sandra
On its way. I'll loop in Agustín for the discovery part.
audit · sha256:9f3c…b1ae
07 · Governance

Nothing runs silently.

Every Pili agent ships with the controls a real employee has — plus the ones a software process needs.

Tenant isolation

One company, one bubble

Row-level isolation. Sandra can never read data from another tenant.

Audit trail

Signed, replayable

Every action signed and timestamped. Replay any run, any day, any actor.

Human escalation

Hand-off, not hand-wave

Edge cases route to a named human within seconds. Context attached.

Kill switch

One key, full stop

A single command pauses all agents in a tenant. No silent automation, ever.

08 · Impact

The morning came back.

“We didn't replace anyone. We finally stopped doing the work no one was hired to do. Sandra runs the boring half of the morning so the team can run the rest of the company.”
A
Agustín Vivancos
Founder · Impulsa.me
  • Faster onboarding

    From signed contract to confirmed kickoff in under 15 minutes — including the welcome and the calendar invite.

  • Less manual admin

    68% fewer founder-hours spent on status updates, invoicing nudges and weekly reports.

  • Better client experience

    Same-day welcomes. First-touch SLAs hit on every channel. Zero dropped onboardings since week 3.

  • A SaaS foundation

    The same agents that run Impulsa.me will be rented to other ecommerce teams as a product. The first one is ready.

09 · Roadmap

The fleet, in order of arrival.

Each agent ships with the same shape: role, tools, guardrails, audit. Hire them one at a time.

S
Sandra
deployed
v3.2
Onboarding & customer support

Welcome, kickoff, support triage, voice. The mom of the fleet.

M
Marcos
next · Q2
v0.6
Project ops & reporting

Status updates, weekly client reports, invoice chasing. Sandra's quiet sibling.

L
Laura
backlog · Q3
v0.2
Inbound qualification

Reads new leads, scores fit, books discovery, hands the warm ones to Agustín.

P
Pablo
backlog · Q4
v0.1
SaaS agent rental

The first Impulsa.me agent rented to another ecommerce team. Zero-config tenant.

pilinet.com

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No silent automation · Tenant-isolated · Audit-trailed by default