Intelligent case intake — every case starts in the right place
Latch brings email, forms, alerts, and system events into one case queue. Built-in intelligence classifies, prioritises, and routes cases automatically. Bring your own AI model or use the default — the governed workflow and audit layer work the same either way.
One queue. One case record.
The customer reply and supporting files are already on the case instead of buried in a mailbox.
Suggest the right team, point out missing context, and surface the action most likely to unblock the issue.
Assign, escalate, reject, merge, or trigger a plugin action — like a Stripe refund or an ERP update — without leaving the case.
Context switching drops fast
When every issue starts in the same place, teams stop reassembling context from inboxes, spreadsheets, admin panels, and Slack threads before they can decide what to do.
Handoffs start with the full picture
AI suggestions, customer context, attachments, and available actions are all on the case. When the first handoff happens, the next team sees the real state of the issue — not a forwarded email with half the story.
Triage is where plugins become useful
Once the operator understands the issue, they should be able to take the next step from the same case. That is why unified triage and plugin actions belong together.
Questions about how the queue actually works
Common questions about how unified triage works in practice.
How do email and tickets coexist in one workflow?
Latch treats inbound email as part of the same case flow, not as a separate queue. Messages that need review can sit next to tickets so operators triage the issue instead of reconciling channels first.
What does AI do versus what does the operator do?
AI helps with routing, suggestions, escalation hints, and context. The operator still decides whether to accept, reject, or run the next step, especially when customers or external systems are affected.
Can teams adopt this without changing every workflow at once?
Yes. Teams can start by bringing intake and triage into one place while keeping many downstream systems as they are, then add critical actions through plugins over time.
How does context stay attached to the case?
The case record holds the issue description, who reported it, attachments, notes, status changes, and action history — all in one place. When the case is handed off, everything travels with it.
Walk through your own intake and triage flow
Map how email, tickets, and exceptions land in one queue, where AI assists triage, and where approval steps and plugin actions take over.