Meet CarbonWeb
CarbonWeb is a monday.com Platinum partner with a team of around 80, based in Willoughby, Ohio. Founded in 2016, it has delivered more than 30,000 hours of professional services to growing businesses across North America and LATAM, from process automation to integrations to custom monday agents.
Anything CarbonWeb builds for a client, it runs on its own business first. That includes agents. Its Enterprise plan covers monday CRM, monday work management, and monday service, so sales, operations, and legal share one platform.
The challenge
As CarbonWeb grew, three everyday processes started to slow people down, each in a different department.
Sales. New accounts were assigned to account managers by hand, in batches. Finding accounts with no account manager once took a week of list cleanup. When time ran short, accounts went to whoever was next in line, and nobody trusted that method.
Operations. CarbonWeb talks in Discord, so internal requests landed in Discord DMs and side threads. No tool could see them. The old intake portal fell to about zero submissions.
Legal. Every contract change a client marked up (called a redline) went to outside counsel, even a question as simple as net 45 versus net 30. Counsel sent business questions back, and deals waited. At one point, 22 deals worth $67K in total sat in Procurement. One sat for two months.
The team set out to build agents that could take on this routing work. Before building anything, they defined each agent’s limits: what it can read, what it can change, and what it always leaves to a person.
The solution
Why monday.com
Sales, operations, and legal already ran on monday.com. That meant the data every agent needed, from account details to BizOps tickets to deal stages, already lived where the work happens. Each agent starts with one human action and does the rest inside monday.com.
The team also treats an agent as one part of a larger workflow, built into how teams already work. It is not a standalone helper.
Governance first: three rules behind every agent
1. Scoping. Each agent starts from a real problem the team names, fitted into a workflow they already run. The pain, owner, board, and trigger are agreed in writing before any build.
2. Security. Governance is signed off before the build. For every agent, the team writes down what it may read, what it may change, what it must never do, and where a person stays in the loop.
3. Measurement. Each agent is measured like a real team member. Success measures are set before go-live, tracked monthly after launch, and weighed against cost in a post-launch review.
AM Assignment Agent: the right account manager, the moment sales hands over
Sales sets one status on an account: AM Handover. The agent, known internally as Johnny Bravo, reads the account’s headcount, current ARR, closing account executive, and partner source, along with each account manager’s existing book. Then it assigns the account by the team’s rules. Accounts with 200+ employees or $20K in ARR go to an enterprise account manager. Account executives are paired with their account managers. And 10% of enterprise accounts are set aside for newer account managers, so they can grow.
When headcount or ARR is missing, the agent does not guess. It sets the account to Needs Enrichment for a person to resolve. Since going live, it has assigned over 600 accounts.
“I would say now it’s working 10 out of 10 times.”
Sharon Rojas, Head of Business Development, CarbonWeb
BizOps Request Agent: one mention, one tracked ticket
Instead of sending people to a form, CarbonWeb built an agent that works where they already talk. Anyone mentions @CarbonBot in any Discord channel. A Make listener logs the mention. A monday.com agent checks the BizOps board for an open ticket, files a new one or updates the existing one, assigns an owner, and replies in the thread with a link and timing.
When a request is unclear, the agent replies with numbered options, then routes the answer.
“This is catching anything that anyone asks the agent inside of Discord.”
Ryan Palma, Internal Operations Manager, CarbonWeb
Legal Procurement Agent: business calls stay in-house, legal questions go to counsel
The team calls this one Marshall. When a deal moves to Procurement, or a rep mentions the agent, Marshall reads the client's redlined NDA or MSA against CarbonWeb's standard documents and past answers. It opens a Legal Initiatives ticket and sorts each change into one of two lanes. Business decisions, like payment terms, stay in-house and are resolved in hours. Legal questions go to outside counsel, with the business calls already made. Each answered decision goes into a cheat sheet the agent will learn from.
Marshall’s first test was an enterprise client’s contract with 13 changes. Seven were business calls CarbonWeb could answer in-house. Only six needed counsel. Jack’s message to counsel was simple:
“Here are all the business decisions already made. Let’s get this back in 48 hours.”
Jack Kubicek, CEO, CarbonWeb
Marshall never sends anything. Gretchen Kubicek, Executive Assistant, reviews and sends every email.
The impact
Three departments, three triggers, one pattern. A rep changes a status. Anyone mentions a bot in chat. A deal moves into Procurement. In each case the agent handles the routing, and a person stays in control of what matters.
Sales hands an account over with one status change. Account executives no longer pick an account manager, and the rules reserve a share of enterprise accounts for newer account managers.
Operations gets requests it can see. Asks that once vanished in DMs now become tracked tickets with an owner, with no form to fill in.
Legal spends its time on legal questions. Business calls stay in-house, and counsel receives the rest with the context already in place.
Up next
The BizOps Request Agent is growing to more intake sources, including monday.com and email, plus a step that asks follow-up questions before routing. Marshall’s cheat sheet grows with every business decision the team answers.
CarbonWeb also builds custom monday agents for other businesses, using the same method.
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