Route, approve and resolve what needs a human
When a conversation needs a person, Onlo opens a ticket, routes it to the right operator, and gates sensitive actions behind the approvals you set.
Not every answer
should be automatic
Refunds, account changes and anything with money attached need a person in the loop. Without that gate, automation is a liability — and without a ticket behind it, the follow-up gets forgotten.
Sensitive actions need a human
Refunds, cancellations and access changes carry real cost, and nobody wants those decided unsupervised.
Risk: unreviewed actionsFollow-ups fall through
A conversation that needs a second step ends when the chat window closes, and nobody owns what happens next.
Risk: dropped promisesNo record of what happened
When something goes wrong, reconstructing who decided what, and on what basis, takes hours.
Risk: no audit trailAutomate the routine,
gate the rest
Onlo raises a ticket from any conversation, routes it to the right person, and holds sensitive actions behind an approval — with the full history attached to both.
Tickets from conversations
Any thread becomes a tracked ticket with the conversation, contact and channel attached.
To the right owner
Assigned by team, topic or rota, with due dates and status visible to everyone.
What needs a human
Refunds and account changes wait for approval. A rejection creates an assigned ticket.
Every step taken
A complete, replayable log of what Onlo did, what a person approved, and when.
Why teams run approvals in Onlo
Automation you can actually trust, because the expensive decisions still pass a person.
Nothing costly is unsupervised
Refunds and account changes wait for a human tick before anything happens.
Nothing gets forgotten
Every follow-up is a ticket with an owner, a due date and a status.
Everything is replayable
A full audit trail of what was done, by whom, and on what basis.
From conversation to closed
Decide what needs a tick
Set the actions that require approval — typically anything touching money, access or contracts.
Route by owner
Assign tickets by team, topic or rota, with due dates and escalation rules.
Approve or reject
Approvals arrive with full context. A rejection automatically creates a ticket for a person.
Review the trail
Replay any decision from a complete log of the conversation and the actions taken.
What it controls
The decisions and follow-ups that need a person attached to them, tracked from raised to resolved.
Refunds and credits
Prepared automatically, held for approval, and processed only once a person has agreed.
Account and access changes
Permission, seat and plan changes gated behind the right owner.
Escalated complaints
Raised as tickets with the full history so whoever picks them up is not starting cold.
Multi-step follow-ups
Anything that cannot be closed in one reply gets an owner, a due date and a status.
Rejected approvals
Automatically become a ticket assigned to a person, rather than a dead end.
Audit and review
A replayable record of every action, for compliance, disputes and post-mortems.
Turn any conversation into a tracked ticket
Some questions need more than a quick reply. Spin a ticket off any conversation, assign it to the right person, and track it to done — so nothing slips through.
Learn more about ticketing →Auto-ticketing
Tickets open themselves from any conversation.
Assignment & routing
The right operator gets it, with full context.
Approvals & audit trail
Sensitive actions gated; every step logged.
Questions, answered
What can be put behind an approval?
Any action you choose — typically refunds, credits, cancellations, plan changes and access permissions.
What happens if an approval is rejected?
Onlo creates a ticket assigned to a human, so the customer still gets an outcome rather than silence.
Can tickets be raised automatically?
Yes. Any conversation can spin off a ticket, with the thread, contact and channel attached.
Is there an audit trail?
Every step Onlo takes and every human decision is logged and replayable from the conversation.
Does it integrate with our tools?
Assignments and alerts can be pushed to Slack, and tickets carry through to the rest of your stack.