Ombra Voice is an invented startup that makes AI phone agents for support teams. This is the letter its founder sends once a month to everyone who took a demo, ran a pilot or met the team at an event. Most of them haven’t bought yet.
Sent to
About 300 past demos, pilots and event contacts
How often
Monthly, plus the one-to-one notes in the sprint
From
The founder’s own address
Built from
A 10-minute voice note and the month’s product changelog
Arjun Rao <arjun@ombra.example> · to Priya Subject: Three things 40 support teams told us
The Build Log · No. 14 · October 2026
The Build Log
A monthly letter from Arjun at Ombra Voice. Four minutes. Reply to any of it.
Hi Priya,
A short one this month: three things we learned from 40 support teams, one thing we shipped, and an honest question at the end.
01Handoffs, not bots, are where callers get angry
02Spanish is live
03What we got wrong
01 · Handoffs, not bots, are where callers get angry
Almost every team said the same thing: callers don’t mind talking to software. What they hate is being passed to a person and having to explain everything again.
So the agent now writes a three-line summary and shows it to your team member before they pick up. At the teams that switched it on, transferred calls got noticeably shorter, and nobody had to say “sorry, can you repeat that?”
02 · Spanish is live
Six of you asked for it on demo calls. It’s on for every account at no extra cost, and the agent switches language mid-call if the caller does.
03 · What we got wrong
In August we let the agent issue refunds on its own. Customers didn’t trust a refund they couldn’t talk about, and two teams asked us to turn it off. We rolled it back. Refunds now go to a person, with the summary attached.
One question
If you looked at us last year and decided not now, what was the reason? Hit reply. I read every answer, and the honest ones have shaped more of the product than any roadmap meeting.
Arjun
P.S. We’ll be at SupportOps Summit in Las Vegas, 18 to 20 November. If you’re there, grab 20 minutes with us.
You’re getting this because you took a demo or met the Ombra Voice team. One email a month. Unsubscribe · Ombra Voice is an invented company; this is a sample by Meridian.
The note that goes with it
During the sprint, the people who matter most also get a one-to-one note inside their own old thread, from the founder’s inbox. No design, no links that track, under 120 words.
Arjun Rao → Priya · Re: Ombra pilot for the Pune teamHi Priya,
Last time we spoke you were waiting to see how the Pune team handled the holiday rush without extra hires. How did it go?
Two things changed on our side since: Spanish is live, and handoffs now arrive with a three-line summary, which was your main worry on the pilot.
We’re in Vegas for SupportOps Summit next month. Worth 20 minutes there, or a call before?
Arjun