Case management for operations teams that need governed workflows
Latch gives operations and compliance teams one platform to manage cases from intake to resolution — with intelligent triage, governed approval workflows, and an immutable audit trail. Start with one case workflow that is already painful, approval-heavy, or spread across too many tools.
From inbox cleanup to real workflow control
Support and service operations
Teams that need one queue for incoming issues, escalations, and the next plugin action.
Payment and exception operations
Teams managing refunds, overrides, disputes, or any approval-heavy exception path across Stripe, an ERP, or internal tools.
Cross-tool handoff workflows
Teams whose work currently depends on email, Slack, screenshots, admin panels, and memory staying aligned.
Start with one issue path the team already feels every week
The first useful conversation is usually not about the whole platform. It is about one workflow where intake, review, action, and proof keep slipping apart.
Refund approval in Stripe
The customer request, evidence, reviewer notes, and approval state stay on one case before the Stripe refund runs through a plugin.
Vendor change or sensitive update
Operators can triage the issue quickly, but the action stays controlled when thresholds, approvals, or role checks matter.
Escalated customer issue
The next team receives the full case history instead of a reset caused by email forwards and partial Slack threads.
Less time finding details, more time resolving issues
Everything about the case is already in one place. Operators spend their time making decisions, not gathering context from five different tools.
Escalations carry the full story forward
When a case moves to the next team, the history and actions travel with it. No one starts from scratch.
AI suggestions land where the controls are
AI recommendations are useful when they appear alongside the actual actions and approval steps — not in a separate tool that nobody trusts.
Questions operations leaders usually ask
Common questions from operations teams evaluating how Latch changes the way their queue actually works day to day.
How does this reduce context switching?
Latch puts the case details, the AI suggestions, and the available actions in the same place. Operators stop jumping between email, admin panels, and chat just to figure out what to do next.
How does triage change day to day?
Instead of cleaning out an inbox, operators work from a single queue where each case already has its context, its priority, and its next step. Triage becomes decision-making, not housekeeping.
What happens when a case is escalated?
The full case history — comments, status changes, actions taken — travels with the case. The next team picks up where the previous one left off instead of starting from scratch.
Will this force a full process redesign?
No. Most teams start with one queue and a small set of actions, then expand once the workflow is running smoothly.
Walk through one live operations workflow in Latch
Pick a real issue type and we will walk through how it moves from intake to resolution, including triage, approvals, actions, and the audit trail.