From form to follow-through.
Here is what happens from the moment someone fills in a form on your website — or sends an email — to the moment your team takes action. Latch does the prep work. Your team makes the call. Latch handles the rest.
Three simple pieces.
Everything that happens sits in one of three layers.
Your intake
The form on your website, or the email address that receives requests. Nothing needs to change here — you point it at Latch.
The workflow
Receiving the submission, reading it, preparing a summary, routing it to your team, running the approved action, and recording everything.
The review
Your team reviews each case and approves what should happen. Nothing runs without a human decision. Latch prepares the view; your team makes the call.
What happens at each step.
Someone sends a request
They fill in a form on your website, or send an email to an address you have connected to Latch. Same as before — nothing changes on their end.
Latch receives it
The submission arrives in Latch instead of an email inbox. Latch runs a quick check — valid origin, required fields, not spam — and creates a case.
Latch prepares a summary
Latch reads the request, works out what kind it is, flags anything missing, and surfaces a suggested next step. Suggestions improve over time — each review outcome teaches Latch what good looks like for your team.
Your team reviews it
The case appears in your Latch queue. Your team can see the original submission, what Latch found, and the suggested action. They can add notes, adjust the suggestion, or approve it as-is. Nothing has happened yet — every decision stays with your team.
Your team approves an action
Your team selects what should happen — a Slack notification, a CRM entry, a support ticket, a refund, or something else. For sensitive actions, a second person confirms. Then they approve.
Latch handles the follow-through
Latch runs the approved action — sends the message, creates the record, updates the system. The result comes back into Latch.
Everything is recorded
The submission, the summary, who reviewed it, what was approved, and what happened are all on the case. If someone asks about a request three weeks later, the answer is already there.
Gets smarter the more you use it.
Every time your team reviews a case — approving a suggestion, adjusting it, or choosing something different — Latch learns. Future suggestions for similar requests get sharper. Your team always makes the final call; Latch just gets better at preparing the right options.
Every decision teaches Latch
Approvals, adjustments, and rejections all feed back. Latch sees what your team chose and why, and uses that to improve suggestions on the next similar case.
Suggestions improve automatically
No manual retraining or configuration needed. The more cases your team reviews, the more accurately Latch suggests the right next step — without any extra work on your end.
Your team stays in control
Latch suggests. Your team decides. Every action requires a human approval — always. Better suggestions mean faster reviews, not fewer reviews.
- Receives the submission (website form or email)
- Checks it is valid
- Creates a case
- Prepares a summary and suggested next step
- Routes it to the right queue
- Runs the approved action
- Records everything on the case
- Learns from each review outcome to improve future suggestions
- Reviews the summary
- Adds context or notes
- Approves or adjusts the suggested action
- Confirms sensitive actions (second person)
Your team is always in the loop before anything happens to an external system.
What Latch can do once your team approves.
Available actions depend on which integrations are connected to your Latch account.
Send a Slack notification to a channel or person
Create a lead, contact, or opportunity in your CRM
Raise a ticket in Zendesk, Freshdesk, or similar
Send an acknowledgement or reply to the submitter
Process a refund or account credit once approved
Trigger a custom action in your own systems
Update records in your back-office system
Assign the case to a team member
See the install options
Connect your website form or forward an inbox. Takes a few minutes.