Big Update
We've redesigned Onflo's navigation from the ground up. The old flat sidebar is gone. In its place? A clean, module-based, icon-driven system organized into five primary modules: Tickets | Assets | Campaigns | Analytics | Settings
We've also introduced a more icon-driven navigation and a search bar in the Settings menu so users can get to what they want, quickly. The new user interface enables:
- Less clutter, more flow!
- Features grouped logically and icons for visual cues
- Settings consolidated into actionable hierarchy between Modules & Features
- Search Bar & Saved Searches for fast discovery, faster action
Screenshot — New Navigation UI
Search
No Changes in Core Experience
- For most users who are not administrators, the changes are minimal — the core experience within each module remains familiar.
- Change is hard. Expect some users to push back initially. Smile, acknowledge their concerns — within a few uses, they will get accustomed to the new interface and then they will love it.
For Settings-Level Administrators
- Settings have been regrouped and reorganized. Expect some confusion from power users doing deep configuration. Proactively offer to walk them through where things now live — don't wait for them to call in frustrated.
- For those of you doing demos to clients: please master the new navigation before going live. Fumbling through a demo is avoidable — take 30 minutes to get comfortable before your next client call.
AI Voice Agent
We are most excited about this. The AI Phone Agent revolutionizes customer service as delivered in schools — giving Districts the flexibility to run a 24/7 call center without physically running one. Parents, teachers, staff, and students can now call 24/7 and get a friendly, knowledgeable AI agent to answer their questions.
- Learns from the same Resource Center as the chatbot and can answer all the same questions — except over a phone call
- Parents, teachers, staff, and students can call 24/7 for always-on community-friendly support
- Self-service option reduces call volumes and tickets
- Option to gracefully escalate to a human agent when needed — it never force-fits an answer
We are intentionally launching this in pilot mode. This is a very new capability — not just for schools, but for all of us. We will take time between now and June to carefully learn and refine.
Screenshot — AI Phone Agent Toggle from Platform
AI Phone Agent
Enable the AI Phone Agent to provide 24/7 contextual support, grounded in your District's Resource Center.
Active — 24/7 Coverage Enabled
What We Are Monitoring During Pilot
- Hallucinations / Deviations from training data — We are actively monitoring for cases where the agent goes off-script or provides answers not grounded in the Resource Center.
- Background noise sensitivity — The agent is sensitive to background noise on calls. Please advise your clients of this when onboarding. We are actively working to overcome it.
Coming in Future Releases
- Office hours awareness — The agent will know office hours, so the offer to transfer to a human is only made during operating hours.
- Agentic capabilities — We are working to give it agentic skills such as sending emails and text messages on behalf of the district.
- Personalized data via MFA — The demo shows access to personalized data through multi-factor authentication. This will be rolled out in a future release and is not available today.
Advise clients proactively about these limitations so they set the right expectations — this prevents unnecessary support calls to your team.
We've also added flexibility where it matters most:
- 1External Number Routing — Teams outside Onflo can now be reached for support and escalation
- 2Custom Off-Hours Greetings — Districts can set custom greetings for non-business hours or closure periods
- 3Coaching Whisper — Supervisors can guide agents on live calls without interrupting the conversation
- 4Text-Reply Logic Update for Ticketing — Agents can add notes to closed tickets up to 72 hours after closure (previously 24 hours)
Integrations & App Marketplace
If we were not launching the AI Voice Agent, this would be our #1 biggest release. It firmly places us in the enterprise-grade application category. Onflo is now District's complete integration hub spanning Authentication, Device Management, Data Exchange, and Business Operations. The new integrations offer:
SSOStreamlined secure access
MDMComplete device tracking
Secure FTPLegacy system connectivity, payment and repair system support
Each integration compounds the value of others. When SIS + MDM + Payments + Repair systems work together, districts get full operational context across IT, finance, and asset workflows. One-time setup and automation runs continuously. Find integrations under Settings → Marketplace for Apps.
Screenshot — Integrations from Platform
SSO
Connected
MDM
Connected
Secure FTP
Available
Google Workspace
Connected
When you see Baran and Keith — Congratulate them! This is a significant technical milestone that elevates our product to enterprise-grade status.
What Changed vs. Before
- In the past, integrations were done by our team on the backend. We are now giving customers the full ability to configure and manage integrations themselves through the Marketplace.
- Expect some teething problems. Integrations are not hard or impossible, but connecting live systems takes a certain amount of care. Be prepared to support clients through this.
How to Support Clients
- For those leading IT services and asset integrations, as well as SIS integrations: ask to sit alongside clients as they configure.
- Our implementations team is available to assist, support, and get clients to the other side. Lean on them proactively.
- Training to be soon available. You will all be offered training on how to walk clients through integrations — including Google, Microsoft, and SIS systems.
Fees & Fine Management
With integrations comes operational efficiency. Districts can now:
- Assess and manage asset-related fees directly within tickets
- Track payments (repair, damage, replacements)
- Waive fees when needed
- Manage a centralized Fee Catalog
- Generate granular Fee payment related insights across tickets and assets
Once payment integrations are configured, everything happens inside Onflo — no switching platforms.
Screenshot — Fees & Fine Module
Fees & Fines — Ticket #4821
3 Items
Screen Replacement
$85.00
Waive
Asset Damage
$40.00
Waive
Repair Labor
Paid
View
District Policy Context
- Some districts have policy to assess a fine when a device is damaged. Others may charge for parts only. Some may do both. Know your district's policy before configuring the Fee Catalog.
- The payment system often sits at the business office or CFO's department — not IT. Factor this into your implementation conversations and involve the right stakeholders early.
How Payment Integration Works
- Direct API integration is available for payment systems that support it — this is handled through the Integrations Marketplace.
- Indirect integration via Secure FTP is available for payment systems without a direct API (e.g., some SFA-used systems). Our system takes all data, makes it available in a secure folder, and a batch operation syncs with the payment system once every 24 hours — sending new data and updating existing records.
Coming Soon: training video for a step-by-step walkthrough of how payment integration is configured and how data flows between systems.
Asset Management Enhancements
With the new IA, Asset Management now lives alongside Tickets for ITSM+ITAM customers — reinforcing our unified vision. This further brings key updates:
- Simplified Asset Catalog & Location Settings — Restructured configuration with intuitive, schematic setup for asset hierarchy, types, sub-types and locations
- Enhanced Asset UX — Redesigned views for assets, user profiles, reports, search, email, and exports
Rollout Status — Please Read
- Simplified Asset Catalog & Location Settings may not be fully ready at launch. Confirm with the team before demoing or committing to clients — this could potentially roll to a later date.
- When this is ready and you walk through Settings, asset managers will be able to set up a brand new account for locations and settings in a very clean, streamlined way. This gives us a massive advantage — a simplified way to describe an entire school district's asset hierarchy.
Purchase Orders
Purchase Orders — a powerful piece in our integration stack — enabling IT Administrators to track end-to-end asset lifecycle, from cradle to grave. From the moment an order is placed, the device is logged in Onflo's system. As devices arrive (in single or multiple deliveries), teams can accept them and make them available for assignment.
Districts can:
- Track full device lifecycle — from procurement through deployment to disposal
- Support for single and multi-delivery purchase orders
- Devices accepted on delivery become immediately available in the asset catalog
Screenshot — Asset Management / Purchase Orders
Asset Management — Purchase Orders
MacBook Pro 14"
Ordered
Dell Monitor 27"
Deployed
HP LaserJet Pro
Disposed
iPad 10th Gen (×12)
Ordered
What to Know
- This is a great capability — a compelling one for any district that currently struggles with tracking devices from day of order through end of life.
- The full feature capability may potentially roll into July. Confirm availability and keep an eye on the Product Roadmap with the Product team before promising it to clients in demos or proposals.
Other Enhancements
- API Developer Console — Streamlined interface for discovering, testing, and implementing APIs with complete documentation. Share these links with clients when they ask about API — this is where they should go.
- Critical Alerts Automation — AI-powered detection and escalation of urgent issues before they become outages. Previously done via keyword/phrase matching; now powered by semantic analysis using AI — no need to specify a word library, it does it automatically.
- Answer Preview — Suggested answers appear before users submit requests, enabling self-service resolution. Portal-only feature that will meaningfully reduce ticket volume through AI-driven deflection.
We've redesigned Onflo's navigation from the ground up. The old flat sidebar is gone. In its place? A clean, module-based, icon-driven system organized into five primary modules: Tickets | Assets | Campaigns | Analytics | Settings
We've also introduced a more icon-driven navigation and a search bar in the Settings menu so users can get to what they want, quickly. The new user interface enables:
- Less clutter, more flow!
- Features grouped logically and icons for visual cues
- Settings consolidated into actionable hierarchy between Modules & Features
- Search Bar & Saved Searches for fast discovery, faster action
Screenshot — New Navigation UI
Search
No Changes in Core Experience
- For most users who are not administrators, the changes are minimal — the core experience within each module remains familiar.
- Change is hard. Expect some users to push back initially. Smile, acknowledge their concerns — within a few uses, they will get accustomed to the new interface and then they will love it.
For Settings-Level Administrators
- Settings have been regrouped and reorganized. Expect some confusion from power users doing deep configuration. Proactively offer to walk them through where things now live.
- For those of you doing demos to clients: please master the new navigation before going live. Fumbling through a demo is avoidable — take 30 minutes to get comfortable before your next client call.
We are most excited about this. The AI Phone Agent revolutionizes customer service as delivered in schools — giving Districts the flexibility to run a 24/7 call center without physically running one. Parents, teachers, staff, and students can now call 24/7 and get a friendly, knowledgeable AI agent to answer their questions.
- Learns from the same Resource Center as the chatbot and can answer all the same questions — except over a phone call
- Parents, teachers, staff, and students can call 24/7 for always-on community-friendly support
- Self-service option reduces call volumes and tickets
- Option to gracefully escalate to a human agent when needed — it never force-fits an answer
We are intentionally launching this in pilot mode. This is a very new capability — not just for schools, but for all of us. We will take time between now and June to carefully learn and refine.
Screenshot — AI Phone Agent Toggle from Platform
AI Phone Agent
Enable the AI Phone Agent to provide 24/7 contextual support, grounded in your District's Resource Center.
Active — 24/7 Coverage Enabled
What We Are Monitoring During Pilot
- Hallucinations / Deviations from training data — We are actively monitoring for cases where the agent goes off-script or provides answers not grounded in the Resource Center.
- Background noise sensitivity — The agent is sensitive to background noise on calls. Please advise your clients of this when onboarding. We are actively working to overcome it.
Coming in Future Releases
- Office hours awareness — The agent will know office hours, so the offer to transfer to a human is only made during operating hours.
- Agentic capabilities — We are working to give it agentic skills such as sending emails and text messages on behalf of the district.
- Personalized data via MFA — The demo shows access to personalized data through multi-factor authentication. This will be rolled out in a future release and is not available today.
Advise clients proactively about these limitations so they set the right expectations — this prevents unnecessary support calls to your team.
We've also added flexibility where it matters most:
- 1External Number Routing — Teams outside Onflo can now be reached for support and escalation
- 2Custom Off-Hours Greetings — Districts can set custom greetings for non-business hours or closure periods
- 3Coaching Whisper — Supervisors can guide agents on live calls without interrupting the conversation
- 4Text-Reply Logic Update for Ticketing — Agents can add notes to closed tickets up to 72 hours after closure (previously 24 hours)
If we were not launching the AI Voice Agent, this would be our #1 biggest release. It firmly places us in the enterprise-grade application category. Onflo is now District's complete integration hub spanning Authentication, Device Management, Data Exchange, and Business Operations. The new integrations offer:
SSOStreamlined secure access
MDMComplete device tracking
Secure FTPLegacy system connectivity, payment and repair system support
Each integration compounds the value of others. When SIS + MDM + Payments + Repair systems work together, districts get full operational context across IT, finance, and asset workflows. One-time setup and automation runs continuously. Find integrations under Settings → Marketplace for Apps.
Screenshot — Integrations from Platform
SSO
Connected
MDM
Connected
Secure FTP
Available
Google Workspace
Connected
When you see Baran and Keith — Congratulate them! This is a significant technical milestone that elevates our product to enterprise-grade status.
What Changed vs. Before
- In the past, integrations were done by our team on the backend. We are now giving customers the full ability to configure and manage integrations themselves through the Marketplace.
- Expect some teething problems. Integrations are not hard or impossible, but connecting live systems takes a certain amount of care. Be prepared to support clients through this.
How to Support Clients
- For those leading IT services and asset integrations, as well as SIS integrations: ask to sit alongside clients as they configure.
- Our implementations team is available to assist, support, and get clients to the other side. Lean on them proactively.
- Training to be soon available. You will all be offered training on how to walk clients through integrations — including Google, Microsoft, and SIS systems.
With integrations comes operational efficiency. Districts can now:
- Assess and manage asset-related fees directly within tickets
- Track payments (repair, damage, replacements)
- Waive fees when needed
- Manage a centralized Fee Catalog
- Generate granular Fee payment related insights across tickets and assets
Once payment integrations are configured, everything happens inside Onflo — no switching platforms.
Screenshot — Fees & Fine Module
Fees & Fines — Ticket #4821
3 Items
Screen Replacement
$85.00
Waive
Asset Damage
$40.00
Waive
Repair Labor
Paid
View
District Policy Context
- Some districts assess a fine when a device is damaged. Others charge for parts only. Some do both. Know your district's policy before configuring the Fee Catalog.
- The payment system often sits at the business office or CFO's department — involve the right stakeholders early.
How Payment Integration Works
- Direct API integration is available for payment systems that support it — handled through the Integrations Marketplace.
- Indirect integration via Secure FTP for systems without a direct API — a batch operation syncs data once every 24 hours, sending new records and updating existing ones.
Coming Soon: training video for a step-by-step walkthrough of how payment integration is configured and how data flows between systems.
With the new IA, Asset Management now lives alongside Tickets for ITSM+ITAM customers — reinforcing our unified vision. This further brings key updates:
- Simplified Asset Catalog & Location Settings — Restructured configuration with intuitive, schematic setup for asset hierarchy, types, sub-types and locations
- Enhanced Asset UX — Redesigned views for assets, user profiles, reports, search, email, and exports
Rollout Status — Please Read
- Simplified Asset Catalog & Location Settings may not be fully ready at launch. Confirm with the team before demoing or committing to clients.
- When ready, asset managers will be able to set up a brand new account for locations and settings in a very clean, streamlined way — a massive advantage in describing an entire district's asset hierarchy.
Purchase Orders — a powerful piece in our integration stack — enabling IT Administrators to track end-to-end asset lifecycle, from cradle to grave. From the moment an order is placed, the device is logged in Onflo's system. As devices arrive (in single or multiple deliveries), teams can accept them and make them available for assignment.
Districts can:
- Track full device lifecycle — from procurement through deployment to disposal
- Support for single and multi-delivery purchase orders
- Devices accepted on delivery become immediately available in the asset catalog
Screenshot — Asset Management / Purchase Orders
Asset Management — Purchase Orders
MacBook Pro 14"
Ordered
Dell Monitor 27"
Deployed
HP LaserJet Pro
Disposed
iPad 10th Gen (×12)
Ordered
What to Know
- This is a great capability — a compelling one for any district that currently struggles with tracking devices from day of order through end of life.
- The full feature capability may potentially roll into July. Confirm availability and keep an eye on the Product Roadmap with the Product team before promising it to clients in demos or proposals.
- API Developer Console — Streamlined interface for discovering, testing, and implementing APIs with complete documentation. Share these links with clients when they ask about API access.
- Recurring Tickets for Facilities & IT Asset Management — Agents can now schedule tickets in advance with the option to make them recurring, rather than creating them manually each time. This significantly helps Facilities and Asset managers to repeat a defined cadence (e.g., every 5 days, every month, every 1st Monday of the month), with an end condition based on a specific date or number of instances — for example: scheduled patching, monthly maintenance, and similar routine tasks.
- Critical Alerts Automation — AI-powered detection and escalation of urgent issues before they become outages. Previously done via keyword/phrase matching; now powered by semantic analysis using AI.
- Answer Preview — Suggested answers appear before users submit requests, enabling self-service resolution. Portal-only feature that will meaningfully reduce ticket volume.
Critical Alerts
- Confirm with the engineering team that the shift from word-match to semantic AI analysis is fully live in this release before communicating to clients.
Answer Preview
- Important for ticket deflection. Surfaces in the portal only — when someone is typing a request, suggested answers appear before they submit. Fewer submitted tickets means more capacity for district support teams.
API Developer Console
- When clients ask about API access during calls, share the Developer Console link directly. This is the self-serve entry point for technical stakeholders at their districts.
For any questions related to this release and roadmap, reach out to Deepak, Product Marketing Manager, Onflo.