What Hendl does, and what it does not

Hendl is a case management platform with digital workers built into it. Cases live in one place, the work that moves them forward is codified as workflows, and agents do as much or as little of that work as you have decided to let them.

That last clause is the whole product. Most of what follows in this help centre is about where you set that line and how you move it.

The three things you will configure

Case types. A case type is a template: what a case of this kind contains, which stages it passes through, what has to be true before it can move on. A housing complaint and an insurance claim are different case types with different rules.

Workflows. A workflow is your process, written down in a form the platform can run. Acknowledgements go out on receipt, deadlines are tracked against the clock rather than against somebody's memory, and each step records that it happened.

Autonomy. For each action a digital worker can take, you decide whether it suggests, acts with approval, or acts alone. This is set per action rather than per worker, so drafting a summary and closing a case can sit at different levels.

What it does not do

It does not decide your policy. The rules a case runs against are the ones you write into the case type, and if those rules are wrong the platform will follow them consistently and at speed.

It does not remove the need for a decision-maker. Actions you have gated stay gated until a person acts, and the platform will keep waiting rather than proceeding.

It is not a document store with search bolted on. Documents belong to cases and inherit their access rules, which means moving a document out of a case is a deliberate act rather than a drag.

Where to go next

Set up your workspace and invite your team in Inviting your team and setting roles. If you would rather see the thing work before configuring it, Running your first case end to end takes about fifteen minutes and uses a case type that ships with every workspace.