Operations office overlooking a logistics center at dawn

GLOO / SYNOV

Turn your processes into applicationspowered by AI agents.

GLOO connects your data, systems and channels so agents can understand the context, follow your rules and carry out real work within your operation.

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The problem

Your operation keeps moving. Even when your team cannot check everything.

Orders need follow-up, customers are waiting for answers and production lines can fall behind. The information is in your systems and conversations, but your team still has to bring it together, decide what to do and keep track of what comes next.

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

A delayed order. One coordinated response.

When a delivery is delayed, Gloo checks the order, updates the customer on WhatsApp, calls the operator and escalates decisions that need a person.

GLOO in action

Choose a case. See it work.

Follow a realistic operation, from what happens to the actions the agent takes.

Shop owner handling orders on her phone while a courier delivers a parcel to a customer

ShopifyComing soon

WhatsApp · Instagram · Shopify · Stripe

E-commerce sales and customer service

From the customer’s question to a confirmed payment and an order ready for dispatch, with AI and sales representatives sharing one CRM.

What this case will show

The customer asks via WhatsApp or Instagram. GLOO checks Shopify inventory and shows available products.
The agent guides the sale, sends a Stripe payment link and verifies payment with Stripe before creating the Shopify order.
Special orders are flagged in the order notes. Two hours before the agreed delivery, a voice agent calls the logistics operator to confirm they are included in dispatch.
After the call, it emails the logistics contact and the client’s administrator with confirmed details and outstanding items.
A shared CRM brings together WhatsApp and Instagram chats. Conversations can be assigned to sales representatives or AI, escalated and taken over by a person.

Case study · Ecommerce

Customer support continues. So does the operation.

Divine connects conversations, orders and deliveries for its two Shopify stores with two agents. One application brings the channels together and gives the team visibility into every case.

View case study

Concept image for Divine: adult woman preparing a swimsuit order for an online purchase

Divine · Panamá · Costa Rica

Concept image created for this case

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

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

Let’s discuss your operation. Define the next step.

In 30 minutes, we review your operational challenge, the systems involved and the outcome you need. We define whether the path starts with consulting, VAS, Gloo or a combination.

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

Session outcome

Define the process, the people involved and the problem you want to solve.

Identify the available systems, data and evidence.

Agree on a concrete first step and how to measure its result.

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