Operational workflow playbooks
Practical guides to triage, approvals, plugin actions, and audit trails. Start with the work your team needs to control.
How Tag-Specific SLA Policies Apply Different Commitments to Different Work
Use ticket tags to apply separate response targets, resolution targets, and working hours to each class of work, without splitting the queue.
Latch Release: SLA Policies That Follow the Work
Apply complete SLA policies by ticket tag, including objectives, priority targets, working hours, reporting, and policy history.
Keep Ticket Images Usable on Slow Field Connections
Protected thumbnails keep ticket evidence practical on slow links while original images remain available when full detail is needed.
What Survives When a Field Connection Drops?
Cached assigned tickets stay visible, drafts survive reloads, stale data is marked, and idempotent retries prevent duplicate field notes.
Give Field Engineers the Right Ticket, Not the Whole Queue
Limit field engineers to assigned work through a focused mobile queue that keeps customer, site, asset, and ticket context together.
From Dispatch to Proof: Managing Field Operations in Latch
Manage field work from assignment to evidence and confirmed status, with a focused engineer queue, job conversations, media capture, and durable drafts.
How to Build Repeatable Operational Reports in Latch
Use standard reports and the report builder to filter, group, save, and rerun operational analysis without starting from a spreadsheet.
From Field Repairs to Planned Maintenance: Operational Reporting in Latch
Track ATM, cash deposit machine, POS, and printer service work, then report on replenishment and preventive maintenance without rebuilding spreadsheets.
SLA Working Hours: Make the Clock Follow Your Support Schedule
Configure SLA working hours to pause response and resolution clocks outside your support schedule, with time zone and priority targets.
What an AI Agent's Token Can Reach
Connect an AI agent to a case system through scoped tools, a central authorization gate, and a request-then-approve default for high-impact actions.
Approval Design: Durability, Policy, and Plugins
The configuration underneath an approval gate - durable resume and revalidation, role separation as policy, building gated actions, and the problems still open.
Approval Design in Practice: One Refund, End to End
A single AI-recommended customer refund moves through a two-person review gate, from recommendation to execution record, on real screens inside Latch.
Start with one workflow
Follow a request through triage, review, and a plugin action. See the record that each step leaves behind.