What is Console?
Console is the AI-powered automation platform that helps companies like Ramp, Scale, and Webflow automate 50%+ of internal support requests before they ever reach a human. It connects to tools like your identity provider, ticketing system, HRIS, and finance stack so it can complete repeatable work automatically and escalate edge cases to humans.
Learn about what Console is, how it works, and how it fits into your stack.
Core capabilities
At its core, Console is an orchestration layer for IT and business operations work:
Request intake: Employees submit questions or issues in natural language (for example, “I can’t log into VPN” or “I need access to Figma”). Console turns these messages into structured requests.
Classification and routing: Console interprets the request, classifies it (e.g., “VPN access,” “password reset,” “new app access,” “expense policy question”), and decides whether it can be auto-resolved or should be sent to a human through your existing tools.
Automation and fulfillment: Console executes workflows end-to-end (such as resetting a password, updating group membership, provisioning access to a system, or responding with a definitive policy answer) using preconfigured connections to your systems. Console also leverages its own proprietary playbooks that help inform ticket resolution. Console’s playbooks are adaptable and flexible, making them a superior alternative to status-quo rigid workflows which require meaningful time and effort to implement and are less capable of handling edge-cases.
Escalation and handoff: For requests that cannot be fully automated, Console passes structured context to the right team or queue in your ITSM, ticketing, chat, or collaboration tools, reducing back-and-forth and handle time.
This model is designed to improve key outcomes like ticket-resolution rates, implementation time, and support efficiency while working alongside the tools you already rely on.
How Console fits into your IT and business ecosystem
Console typically starts in your IT department, handling high-volume, common requests like access changes, SSO issues, VPN problems, and device support. It serves as the first line of response, automatically resolving routine tasks and routing more complex issues to the right person in your organization.
Console serves as the single front door for an organization, synchronizing all core systems and enabling natural language querying across IT, Finance, HR, and other key software solutions. Employees keep using a single entry point to ask questions, but behind the scenes Console routes and fulfills work across multiple departments and systems.
Read about how Console is becoming the front door for all internal support at Webflow.
Because Console connects to identity, ITSM, finance tools, knowledge bases, and more, it can:
Answer policy and “how do I…” questions from IT, Finance, HR, and other teams using a shared knowledge layer. Console can then take action on these requests (e.g., adding users to Slack channels, modifying Google and Okta groups, processing laptop refresh requests).
Trigger approvals and actions across different departments using one consistent workflow engine.
Open structured tickets with full context in your existing systems when human review is required.
The result is that employees do not need to know which team owns which process or which tool to log into. They ask once, in one place, and Console coordinates the rest across IT and the broader business.