Gloo · A SYNOV product

Digitize operations. Automate them with AI. WhatsApp · phone · email

Connect people, documents, data and systems to automate processes, monitor operations, execute actions and escalate exceptions with traceability.

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Un equipo coordina una operacion de supply chain con Gloo ejecutando dentro de sus sistemas

Un agente de operaciones convierte documentos y reglas en un flujo ejecutable

La plataforma de SYNOV organiza agentes, flujos, datos y reglas de negocio

The problem

Responding and monitoring still depend on gathering information by hand

The operation status exists in the TMS, WMS, ERP, emails and messages. The problem is that a person still has to find it, interpret it, respond and remember what needs watching.

Today a person does it

Searches across systems.

Opens the TMS, WMS, ERP and inbox to reconstruct the status of one operation.

With Synov Gloo

Queries authorized sources.

Gloo brings together status from TMS, WMS, ERP, databases, documents and other approved integrations.

Source

Response grounded in authorized data

Condition

Watch based on the agreed rule

Escalation

Exception delivered with context

Record

Queries and actions remain traceable

What Gloo does

Five steps to respond and act on an operation

The agent receives a query or event, gathers context, applies the rules and responds on WhatsApp, by phone or by email. When needed, it acts in the system or escalates to a person.

Understands

Identifies the person and the operation

Gloo receives a WhatsApp message, phone call, email or event and determines who is involved, which operation it concerns and what needs to be resolved.

WhatsApp and phoneEmail and eventsSystem eventsCase memory

How it works

An operation's journey through Gloo

The path can start with a WhatsApp message, phone call, email or system event. Gloo identifies the context, queries the sources, applies rules and responds or acts where needed.

Messages, calls and events

It starts with a WhatsApp message, phone call, email, watch request or status change in a system.

Authorized context

Gloo identifies the operation, the person and their permissions, then combines documents with structured data from connected sources.

Agent

The agent decides what is needed: query, investigate, execute or ask for approval. It is the single point where a decision is made, and it is recorded.

Tools and rules

Every action goes through the tools you granted and the rules you defined: what it may query, what it may write, up to what amount, and when it has to ask.

Sources and communications

Gloo queries or updates authorized sources and uses WhatsApp, telephony and email to respond, contact or notify.

ERPWMSTMSDatabasesAPIsWhatsAppTelephonyEmail

Action and traceability

The case ends with an answer, alert, update or escalation. The thread retains what was queried, what was executed and the human decision.

Every step preserves the thread: what started the case, what context it used, what sources it queried, what action it took and who stepped in.

Context for all your agents

The Library and connected sources form Gloo context

Customer context does not live in one place. The Library organizes contracts, procedures, manuals, policies, emails and other files; integrations connect structured data and current status from authorized systems.

When a person needs to query the context directly, they can use Gloo Chat. It answers from authorized documents and data or works as a general conversational assistant when the task does not require internal information.

Context for all your agents

Contracts

SuppliersProcurement only

DOC-1042 · Transportes del Istmo contract

Commercial

Processes

DOC-0871 · Operations manual

Policies

Is the $152 waiting-time charge within what we agreed?

The contract gives two free hours and allows $38 per hour from the third. It was 4 hours: that is $76, not $152.

DOC-1042 · clause 7.3 · p. 9

DOC-1042 · Transportes del Istmo contract

Page 9 · Clause 7.3 — Waiting time

The Carrier shall be granted two (2) free waiting hours at each loading or unloading point. From the third hour onward a rate of thirty-eight dollars (US$ 38.00) per hour or fraction shall apply, subject to approval by the traffic coordinator.

Document Library

Centralizes and organizes customer documents in spaces and folders with permissions defined for each person or group.

Integration with external sources

Connects TMS, WMS, ERP, CRM, databases, APIs, webhooks and other services without requiring every piece of information to be copied into the Library.

Context with permissions and traceability

Defines which documents, data and systems each person or agent may query and preserves the reference to the source that was used.

The same context on WhatsApp, phone, email and Chat

The same context follows agents that operate on WhatsApp, phone, email and workflows. It is also available from Gloo Chat.

Chat is an additional interface: it lets a person query the same context directly or hold a general conversation. WhatsApp, phone, email and the agents working in the operation remain at the center of Gloo.

Example · Gloo Chat

Direct context query

Which packaging orders are running right now?

Three. OA-2291 (batch 8842, 62%), OA-2294 (batch 8851, 15%) and OA-2298 (batch 8860, staging).

To audit OA-2291, which procedure applies?

PRO-014, in-line verification: a photo record every 500 units and the supervisor signature at closing.

DOC-0914 · PRO-014 · p. 4 · §2.1

record-batch-8842.pdf

Does this record comply?

The photo record for the third block of 500 units is missing. Everything else complies.

DOC-0914 · PRO-014 · §2.1 · against record-batch-8842.pdf

Use cases

Two problems Gloo solves today

Logistics operators with several customers, several services and several systems. Each case has its own page with the full detail.

Logistics operators

Customer operations support

Challenge

Account executives spend the day answering "where is my freight?". The answer already exists, but split across the TMS, the WMS and the ERP, and support stops after hours.

What Gloo does

The customer asks on WhatsApp or by phone. Gloo validates who is asking, checks what they may see, queries the authorized source and replies on WhatsApp or by phone. It can also send an email confirmation and escalate an exception to the team.

Pilot criterion

The answer must match the authorized source; the exception must reach the team with enough context to decide.

See the full case

Logistics operators

Active watch on critical operations

Challenge

There is always an urgent shipment or a receipt that cannot fail. That follow-up lives in one person head and falls apart at shift change.

What Gloo does

An owner asks Gloo on WhatsApp or by phone to watch an operation under a condition. Gloo monitors events and, when required, sends a WhatsApp message, makes a call, issues an email or escalates to a person.

Pilot criterion

The condition must trigger the alert and leave the contacts, escalation and human decision on record.

See the full case

Enterprise AI

Enterprise AI is built in stages.

Gloo takes you from fragmented data to agents that work inside your operation.

Manual operation

What is happening today

Paper, Excel, WhatsApp and fragmented systems carry the day-to-day work.

What Gloo enables

Captures information where it happens and turns it into structured, traceable data.

Next move

Digitize the first critical process.

Explore

Security and control

An agent connected to your WMS should not be able to do just anything. What it may query, what it may write and when it has to ask are defined before it is switched on.

Identity verified on WhatsApp and by phone

Access carries two-factor authentication: a password plus a second factor — a code sent to the corporate email or MFA through an authenticator app. On WhatsApp and on the phone line, whoever writes registers and signs in with that same code; without it, the agent does not answer.

Two-factor (2FA)Code to corporate emailMFA

Permissions by role and by flow

Centralized authentication with Active Directory and SAML 2.0. Permissions are set by role, area and flow, and the agent inherits those of the person it acts on behalf of: it can never do more than they can.

SSO / SAML 2.0Active DirectoryRBAC

Human in the loop

You define which actions need human approval and which do not. Facing an exception or a doubt, the agent stops and escalates instead of improvising.

Human approvalExceptionsLimits per agent

Architecture and data defined per implementation

Before an agent is activated, the implementation documents which sources it queries, which data it uses, where it is processed and which integrations participate in the approved architecture.

Approved architectureDefined data flowDocumented scope

Isolation per organization

Each company runs in a fully isolated environment, with its own data, users, flows and configuration. Nothing crosses between organizations.

Isolated dataScope per companyOwn configuration

Full traceability

Every query, action and approval is recorded with the identity, timestamp, source and related change so the full path can be reconstructed.

Activity recordWho, what and whenAudit ready

Connect sources with WhatsApp, phone and email

Gloo integrates ERP, WMS, TMS, CRM, databases and external services through APIs, webhooks or authorized queries, and operates through WhatsApp, telephony and email.

ERP

WMS

TMS

CRM

SAP

Oracle

APIs REST

Webhooks

PostgreSQL

SQL Server

Telephony

Active Directory

SSO / SAML

Google Sheets

And how securely it connects

Encrypted connection

Per-integration credentials, encrypted in transit and revocable at any time.

Least privilege

Each integration reaches only what its flow needs, and only writes where you authorize it.

Everything is logged

Every query, write, contact and escalation is associated with its source and the identity that executed it.

Operational assessment

Choose one operation. Leave with a defined use case.

We work through operational customer service or the monitoring of one critical operation. We identify the source, condition, escalation path and outcome worth measuring.

30 minutes | No commitment | Built around a real operation.

Session outcome

We choose one of the two use cases and define who is involved, which operation is in scope and whether it starts on WhatsApp, by phone, by email or with a system event.

Identify the authorized source in your TMS, WMS, ERP or database.

Define exceptions, human escalation and the pilot success signal.

When we finish

One bounded use case, with its required data, limits and next step.

30 min

Working session

1 case

Defined

1 step

Next action