Case management with
built-in audit and intelligence
Latch is a case management and workflow platform with governed approvals, immutable audit logging, and pluggable intelligence. Deploy on-prem or in the cloud. Bring your own AI models. Write your own plugins. Keep the audit trail yours.
Duplicate settlement + posted payout
Description
Captured 09:14 UTCA customer reply, supporting documents, and a payout alert arrive together. Latch keeps them on one case instead of spreading the work across inboxes, admin tools, and notes.
Case context
AI routing / 91%The operator can ask for more evidence, pause the case, or run the approved next step without leaving the case record.
Approval chain
Activity Timeline
Your website form is now a case queue
Route contact forms, support requests, and demo bookings directly into Latch — with auto-triage, audit logging, and approval workflows from the moment a submission lands. No inbox, no spreadsheet, no lost thread.
Case management that controls what happens next.
Every case carries its full lifecycle — intake, triage, approval, execution, and proof — in one record. Extend with plugins, bring your own models, and deploy wherever your data needs to live.
Your cases are growing. Your audit trail is not.
Most teams start with Slack approvals and spreadsheet sign-offs. That works until it does not — a refund goes out without review, an exception is handled without a record, and a regulator asks "show me the decision trail."
One case queue
Stop splitting work between inboxes, Slack channels, and spreadsheets. Every case lands in one queue with full context, history, and evidence attached.
Governed workflows
Approval gates enforced by the platform, not by memory or a Slack emoji. Maker-checker controls, role-based access, and segregation of duties built in.
Immutable audit log
Every approval, every action, every denied attempt — recorded in an immutable log. When a customer, a manager, or a regulator asks what happened, the answer is already on the case.
On-prem ready. Cloud optional.
Deploy inside your own environment so case data, AI models, and identity stay under your control. Or start with our managed service and self-host later. Bring your own models, write your own plugins, add human review as your case workflows grow.
Every review, approval, and correction flows back into Latch's intelligence layer. Suggestions for the next right step get sharper over time — automatically, from your team's actual decisions — while every case stays under human review before anything runs.
Deploy anywhere — on-prem, private cloud, or managed
Run Latch inside your own environment so case data, models, and identity never leave your boundary. Or start with our managed service and migrate later — the workflows stay the same.
Bring your own AI models
Use Latch-managed models, plug in your own, or integrate customer-managed models. The governed approval and immutable audit layer works the same regardless of the inference source.
Human review where the risk is real
Require maker-checker approval before a refund runs, an account change goes live, or a high-risk workflow moves to execution. Skip it where the risk is low.
One case from intake to resolution
Every part of the platform keeps the full case lifecycle connected — intake, triage, approval, execution, and proof — instead of splitting it across tools.
Centralise every case in one place
Email, forms, alerts, and system events land in a single case queue with full context attached — not scattered across inboxes, spreadsheets, and chat threads.
Intelligent triage and routing — that improves with use
Built-in intelligence classifies, prioritises, routes cases, and suggests next steps automatically. Every outcome your team approves or adjusts feeds back in — so suggestions get sharper the more you use it. Your team always makes the final call.
Governed approval workflows
Require maker-checker review before a refund goes out, a vendor change runs, or a high-risk action executes. The system enforces it — not a process document or a Slack emoji.
Extend with plugins and your own models
Write plugins in TypeScript or Go to connect Stripe, your ERP, internal APIs, or custom ML models — with permissions, approval gates, and immutable logging built in.
Immutable audit log on every case
Who approved, what changed, what the external system returned, every denied attempt — recorded automatically in an immutable log. When an auditor asks "what happened?" the answer is already on the case.
Built for compliance teams, regulated industries, and platform builders
Latch is one platform, but the value shows up differently depending on who owns the case workflow.
Operations & Compliance
Manage cases from intake to resolution with governed approval workflows and a compliance-grade audit trail — no more scattered inboxes and spreadsheets.
Banks & Regulated Industries
Run reversals, refunds, and exception work with maker-checker controls, immutable logging, and deployment options that meet your data residency requirements.
Platform Teams & Developers
Write your own plugins, bring your own AI models, and extend case workflows with the TypeScript or Go SDK — without hard-coding every integration.
Questions buyers usually ask first
These are the first questions teams ask when evaluating Latch as their case management and workflow platform.
Is this only for large enterprises?
No. Latch starts at $30 per month for teams of up to 20 users and scales to enterprise deployments with on-prem and open-source options. The starting point is the same: one case queue, one approval workflow, one immutable audit record.
What makes Latch different from a ticketing tool?
Ticketing tools track issues. Latch is a case management and workflow platform that tracks issues and controls what happens next — who can approve, what external systems get updated, and whether the audit record holds up under regulatory scrutiny.
Can I run this on-prem?
Yes. Latch is designed to deploy inside your own environment — on-prem, private cloud, or air-gapped — so case data, AI models, and identity stay under your control. You can also start with our managed service and self-host later.
How do plugins and custom models work?
Plugins connect Latch to the systems you already use — Stripe, Slack, your ERP, internal APIs, or your own ML models. Write them in TypeScript or Go. Each plugin gets governed permissions, approval gates, and immutable logging automatically.
Does Latch get better over time?
Yes. Every time your team reviews a triage suggestion, adjusts a recommendation, or approves a next step, that outcome feeds back into the intelligence layer. Suggestions for routing, classification, and next steps improve automatically — the more you use Latch to make workflow decisions, the sharper it gets. Your team always makes the final call before anything runs.
How hard is rollout?
Start with one case workflow — such as refund approvals or vendor exception handling — and go live in days, not months. You do not need to redesign everything at once.
Pick one case workflow and see how it works
Start with one thing — refund approvals, vendor exception handling, regulatory case management — and see how Latch manages the case, enforces the workflow, and keeps the immutable audit trail.