Guide Every Agent Through Every Interaction
Pathways puts step-by-step prompts in front of agents and AI — what to say, what to do, what to collect. New agents handle interactions on day one. Every agent follows the same process, every time. Track cases, route tasks, and connect to your systems of record — all in one place.
Used by agencies like Georgia DHS to handle millions of citizen interactions every year.
What Pathways Does
Pathways manages the full lifecycle of customer interactions — from first contact to resolution.
Guide Agents in Real Time
Step-by-step prompts tell agents what to say and do. New agents are productive on day one. Experienced agents stay consistent. Scripts, compliance prompts, and decision trees — all built in.
Track & Resolve Cases
Full interaction history, case creation, and resolution tracking. Use Pathways as your system of record or connect to your CRM. Every interaction is captured automatically.
Route & Automate Tasks
Assign tasks across teams, automate follow-ups, and manage scheduled work — without switching between systems. Connects to CRMs, APIs, and external systems.
Guided Agent Workflows
Step-by-step prompts tell agents exactly what to say, what to collect, and what rules apply.
Embedded in the Agent Desktop
When a customer calls or chats in, Pathways appears inside the Omnichannel Workspace. The right workflow is matched to the request — alongside voice and digital channel controls.
Standalone Application
Agents use Pathways on its own for follow-ups, scheduled tasks, and back-office work — any process that doesn't start with a customer interaction.
PATHWAYS Guided prompts, branching logic, compliance checks, and progressive disclosure.
AI-Powered Automation
AI handles routine tasks before the agent picks up — saving time on every interaction. See the Pathways Voice Agent
Identity Verification
Collects name, DOB, and SSN — verifies identity before transferring to an agent.
Answer FAQs
Answers general questions directly — without needing a live agent.
Send Info via Text or Email
Texts or emails links to relevant resources during the conversation.
PATHWAYS AI collects information, verifies identity, answers questions, and hands off with full context.
Better Together
AI and agents share the same workflows. AI collects and verifies — agents pick up with full context.
Same Forms
AI follows the same branching logic and fills the same fields agents use.
Seamless Handoff
When AI transfers, the agent desktop shows every field already filled.
Full Context
Agent sees the complete transcript, verified identity, and service routing.
PATHWAYS The AI and agent share the same workflow — zero context lost.
Built for Real Workflows
From intake forms to case management to sales — every process gets its own guided experience.
Guided Intake Forms
Capture customer or citizen information consistently with required fields, validation, and conditional logic.
Eligibility & Enrollment
Multi-step decision trees for benefits, licensing, and compliance programs.
Learn moreCase Management
Track, update, and resolve cases with full interaction history. Use your CRM or use Pathways as the system of record.
Learn moreTroubleshooting Guides
Branching logic that walks agents through diagnostics step by step.
Learn moreCompliance Scripts
Required disclosures, policy prompts, and audit-ready documentation built into every flow.
Support Tickets & Sales
Create and track support tickets, manage leads, and follow guided sales processes — all on the same platform.
How Workflows Are Built
Your team creates and updates workflows with a no-code builder — no developers required.
Design the workflow
No-code builder with dynamic forms, conditional logic, and multi-page flows. Show or hide fields based on rules. Extend with custom HTML/JS when you need it.
Connect your systems
APIs, web services, and webhooks pull data into the workflow and push agent entries back to your systems of record. A built-in rules engine handles the logic.
Agents see it instantly
Publish to the agent desktop or as a standalone app with no downtime. The next interaction automatically uses the updated workflow.
Technical Capabilities
Everything below is part of Pathways.
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
Customer & Interaction Management
- Full interaction tracking and customer history
- Case creation, assignment, and resolution tracking
- Built-in customer record — use as your system of record or connect to an external CRM
- Support ticket management
- Bidirectional data sync with external systems
- Integrated with Platform28 voice and digital channels
Application Builder
- No-code workflow and application builder
- Multi-branch decision trees with unlimited paths
- Dynamic forms that show or hide fields, pages, and groups
- Multi-page workflows for complex processes
- Built-in rules engine for conditional logic
- Optional custom HTML/JS extensions
Integrations & Automation
- Task assignment and routing across teams
- Automated follow-ups and escalations
- Consume external web services and REST APIs
- Invoke webhooks and event triggers
- Scheduling and queued work management
- Automatic updates to CRM and case systems
- Pull data into workflows and push entries back to systems of record
AI & Analytics
- AI-powered tools for agent productivity
- Analytics and reporting on interactions and workflows
- AI-assisted rule creation — describe logic in plain language (beta)
Trusted by Government Agencies and Enterprise Service Teams
Platform28 Pathways manages customer interactions for some of the largest service organizations in the country.
Built on secure Platform28 infrastructure with FedRAMP-aligned architecture.
See Pathways in Your Environment
Get a personalized demo showing how Pathways fits your processes.
Free consultation • No commitment required