AgentFlow

Guide Every Interaction. Capture Every Detail.

Guide agents through complex government and enterprise calls with dynamic forms, policy-driven decision trees, and real-time guided prompts. Works with your CRM or runs standalone when one isn't available.

Used by agencies like Georgia DHS to handle millions of citizen interactions every year.

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AgentFlow in Action

Smart forms and decision trees guide agents through complex interactions.

Dynamic intake form for government call center

Example: case intake with required fields, validation, and workflow branching.

  • Dynamic eligibility and intake forms (fewer missed fields)
  • Policy-driven decision trees (more consistent calls)
  • Built-in customer record when no CRM exists
  • Integrates with case systems and CRMs

Shorter training time. Fewer mistakes. Cleaner case notes.

What Others Sell Separately, We Build In

Competitors charge extra for workflow tools or force you to integrate external systems. Platform28 includes AgentFlow with Enterprise—or you can run it standalone when a CRM isn't available.

Custom Forms Builder

Build dynamic forms with conditional logic and validation.

Multi-Branch Workflows

Guide complex calls with policy-driven decision trees.

Explore Multi-Branch Workflows

Agent Prompts & Scripts

Real-time guidance that adapts to customer data.

Explore Agent Prompts & Scripts

Built-In Customer Record

Search, history, and notes when a CRM isn't available.

Explore Built-In Customer Record

API Integrations

Connect to case systems, CRMs, and internal tools.

Workflow Automation

Scheduling, triggers, and automated updates.

Everything AgentFlow Can Do

Everything below is included in AgentFlow. Use it inside your contact center or as a standalone workflow and customer record system.

Workflow Builder
  • No-code workflow and application builder
  • Multi-branch decision trees with unlimited paths
  • Dynamic forms that show or hide fields
  • Multi-page workflows for complex processes
  • Optional custom HTML/JS extensions
Integrations & Automation
  • Connects to external systems through APIs and web services
  • Supports webhooks and event triggers
  • Scheduling and queued work management
  • Automatic updates to CRM and case systems
  • Built-in customer record when CRM isn't available
Guided Prompts & Consistency
  • Real-time guided prompts for agents
  • Required fields and validation rules
  • Policy-driven workflows for compliance
  • Automatic case notes and structured data capture
AI-Assisted Features (Beta)

AI-assisted rule creation helps teams describe workflow logic in plain language. Beta status ensures controlled rollout and validation for government and enterprise environments.

Download Technical One-Pager (PDF)

The Platform28 Difference

Other Contact Centers

  • Pay extra for workflow tools
  • Integrate and maintain separate CRM
  • Limited customization without developers
  • Data siloed across systems
  • Complex setup and ongoing maintenance

Platform28

  • AgentFlow included with Enterprise
  • Built-in customer record
  • No-code workflow builder
  • All data in one workspace
  • Works with your CRM or runs standalone

Built for Real Contact Center Challenges

From simple intake forms to complex multi-step processes, AgentFlow handles it all. See how it fits into our complete contact center platform.

Customer Intake

Capture customer information consistently with guided forms.

Troubleshooting

Guide agents through diagnostic steps with branching logic.

Order Processing

Handle renewals and requests with automated updates.

Compliance Scripts

Ensure required disclosures and documentation.

Escalation Routing

Automatically route complex issues to specialists.

Quality Assurance

Standardize processes and capture data for review.

Zero Guesswork. Perfect Consistency.

Every interaction follows best practices. Agents always know what to ask and what to do next.

With Platform28 AgentFlow:

  • New agents perform like veterans faster
  • Complex processes become step-by-step workflows
  • Compliance requirements are automatically enforced
  • Customer data is captured consistently every time
  • AI suggestions help teams build better workflows

Government & Enterprise Ready

AgentFlow is used by large public-sector agencies and enterprise service teams handling complex customer journeys.

Supports:

  • Benefits eligibility and enrollment programs
  • DMV and licensing workflows
  • Healthcare and Medicaid call centers
  • Utilities and billing support teams
  • Enterprise service and troubleshooting operations

Built on secure Platform28 infrastructure with FedRAMP-aligned architecture.

See AgentFlow in Action

Get a personalized demo showing how built-in workflow automation can transform your contact center.

Request a Demo