One system for every process in the business.
flow replaces the stack a business runs on — messaging tools, CRM, ticketing, procurement in email, HR in spreadsheets, documents in a shared drive — with one system of record where the relationships, the processes and the communication live together, agents do the routine work, and anything missing gets built inside the platform rather than bought beside it.
Every channel, one inbox, one record.
WhatsApp, voice calls, email, SMS and web chat arrive in a single queue and attach to the customer, supplier or employee they belong to. Agents handle what they can; the rest is routed by skill, language, department and SLA.
- WhatsApp Business Platform — official API, templates, media, interactive buttons, lists and flows
- Shared team inboxes with assignment, internal notes, mentions and collision prevention
- Agent-first triage — an agent handles or drafts before a person sees the conversation
- Templates and approved answers with variables pulled from the record
- Read receipts, response-time and SLA tracking per team and per person
- After-hours mode — the agent keeps answering; anything that needs a person waits in the morning queue with a draft
Identity
Products
Timeline
- Credit limit increase · approved by Michael R.today 09:51
- Card dispute question · resolved by agenttoday 09:47
- Inbound call · 3:12 · transcribed · “mortgage rates”2 Sep
- Annual statement sent · opened28 Aug
Open items
Documents
A 360° record that agents and people both work from.
Identity, products, documents, conversations across every channel, open tasks and history — on one screen. Agents read the same record to decide what they may do; people read it to decide what they should do.
- Identity level and verification history on the record, not in a side system
- Segments and policies that drive what agents can execute without approval
- Consent, preferences and channel opt-ins tracked per person
- Lifecycle journeys: onboarding, renewals, collections, win-back — as automations, not campaigns in another tool
- Bulk operations with per-customer personalization and approval gates
A supplier desk, so procurement stops living in email threads.
Suppliers and advisors get their own communication center: quotes, purchase orders, delivery notes, invoices, compliance documents and tenders — matched to the right record and routed to procurement, finance or operations.
- Supplier directory with contacts, categories, tracks and required documents
- Invoice intake from WhatsApp or email, matched to POs, with status the supplier can ask about
- Quote requests and tenders sent to a track of suppliers with one link; responses collected and compared
- Procurement committee workflow with approvals and an audit trail
- Agents answer “where's my payment?” from the ERP — without a person in the loop
The workforce talks to the company the same way customers do.
Every employee gets a personal, verified link — no app to install, no shared WhatsApp groups. Shifts, time off, payslips, forms, onboarding, policy questions and internal requests run through the employee desk, with managers approving in the same thread.
- Phone verification on first use and on return; personal links pre-fill the employee's details
- Onboarding forms and document collection with encrypted fields
- Shift boards, swaps and coverage suggestions
- Policy questions answered from the handbook — with the source shown
- Works for a company with 12 employees or 40,000 — same desk, different policies
The processes a business runs, with their records, workflows, conversations and agents in one place.
A process in flow is not a ticket type. It has a record, a workflow with owners and approvals, the documents and conversations attached to it, the automations that move it, and the agents allowed to act on it. These are the areas most businesses switch on first; anything else is built with the same tooling.
Operations & approvals
Tasks, checklists, recurring processes, approval chains, SLAs, team boards and personal queues.
Procurement
Supplier directory, quotes and tenders, purchase orders, invoice matching, procurement committee, compliance documents.
HR & workforce
Onboarding, forms, shifts and swaps, time off, payslips, policy questions, offboarding — on the employee desk.
Finance operations
Quotes to invoices, payment links, collections journeys, direct-debit changes, reconciliation, expense flows, supplier payments.
Documents & compliance
Required-document tracks, collection with reminders, classification and extraction, e-signature, retention and audit.
Scheduling & field
Appointments, technicians, deliveries, rooms and resources — with reminders, rescheduling and ETA updates.
Sales & service
Leads and pipeline, quotes, cases and disputes, renewals, win-back — the customer 360 is the record.
Knowledge & policy
Handbooks, policies, catalogs and FAQs indexed with sources — what agents and staff answer from.
Something the business needs that isn't here? It gets built inside flow →
The work that comes out of a conversation lives next to it.
A call becomes a task. A WhatsApp message becomes a document request. A document becomes a signature. None of it needs another tool.
Tasks & workflows
Tasks created by agents, by people or by rules — with owners, deadlines, checklists and recurring processes. Team boards and personal queues, with the conversation one click away.
Document collection
Ask for documents in the conversation; flow reminds, receives, classifies and extracts fields. Required-document tracks per customer or supplier type, with a completeness view.
Forms & e-signature
Forms with encrypted fields, sent as links or filled inside the chat. Signatures collected with audit evidence. Third-party e-signature components plug in where regulation requires a specific provider.
Calls are conversations too. flow can be the phone system.
Bring your carrier or let flow provide the numbers. Every call is recorded (or transcribed only, per policy), attached to the right record, summarized, and turned into tasks. Voice agents answer, verify and route before a person picks up.
- Cloud PBX, IVR and queues — or SIP trunk into your existing switch
- Live transcription, summary and task extraction on every call
- Voice identity and OTP fallback for phone self-service
- Automations on call events: missed call → WhatsApp follow-up; long hold → offer to continue in chat
- Cost allocation per customer and productivity metrics per team member
Rules for the routine. Agents for the judgment. Both under limits.
Automations run on events from any record — a missed payment, an expiring document, a new employee, a stalled ticket. They send, remind, create tasks, and hand to agents where a conversation is needed. Every rule carries limits that decide when a person steps in.
- Triggers from records, channels, calendars and external components
- Actions on every channel with templates pulled from the record
- Agents as steps in an automation — with the same policy limits
- Simulation mode and run logs before switching on
- Built by staff in plain language, or by partners as packaged capability
Measure the conversation, the agent and the person — the same way.
Response times, resolution rates, handover rates, agent accuracy, SLA compliance, cost per contact — by channel, team, segment and person. Not a dashboard beside the product: the numbers are the product's own records.
- First-response and resolution time by channel and team member
- Agent containment: resolved without a person, handed with draft, handed without
- Approval outcomes: how often people accept, edit or reject what agents prepared
- Export to your warehouse; scheduled reports to WhatsApp or email
- Nova Telecom · platform
- Consumer service · 140 seats
- Business service · 60 seats
- SMB customers · white-label · 309 tenants
- Gold Dental Clinic · 4 seats · components: WhatsApp, calendar
- Nir Transport · 9 seats · components: WhatsApp, voice, e-sign
- Bar Levi Holdings · 22 seats · components: all + ERP connector
Multi-tenant from the ground up. Partners run their own estate.
Departments, brands, subsidiaries and — for platform partners — thousands of end-customer tenants, each with its own data boundary, component bundle, policies and users. Administration is delegated, not centralized in us.
- Role-based permissions down to field level; build permission is its own role
- SSO (SAML / OIDC), SCIM provisioning, MFA enforcement
- Component catalog per tenant: switch capabilities on, set limits, see usage
- Audit log across channels, agents, people and customer-built code
- Usage-based billing views for partners who resell
If the business needs it and flow doesn't have it yet, it gets built — inside flow.
This is what lets one platform cover every technological need of a business. A process, a screen, a report, an integration, an agent skill: described in plain language by the business or its partner, generated with the same tooling our engineers use, tested, reviewed and deployed into the tenant. The platform grows around the business instead of the business adapting to the platform.
- Whole processes, not just fields: records, workflow, approvals, automations, agents
- Built on the platform's own components, permissions and audit trail
- Versioned, reviewed, reversible; attributed to the person who asked
- Partners package what they build and ship it to every tenant they run
See the platform running on your scenario.
We'll set up a tenant with your channels, your data model and one of your workflows — and show you what agents do with it.