You automate government service requests by putting a conversational agent in front of citizen intake. It asks for the issue, the location, and whether it looks urgent, one question at a time, types the answers into a structured case record, and posts it to your 311 system or CRM before anyone calls back.
01 · They talk
02 · It becomes a record
typed · validated · deduped
03 · Your stack acts
Who starts it
A resident who found a pothole, missed a collection, or is standing next to a streetlight that has been dark for a week, usually on a phone, usually not during office hours.
What it costs today
A 311 line that logs the request and gives nothing back, or a web form that asks the same six fields whether the issue is a dead light or a downed tree, with no way to flag which one needs a crew today.
What it has to produce
A typed case record: what the issue is, exactly where it is, whether it looks like an immediate hazard, and a way to reach the resident if the crew needs more.
72%
of NYC 311 requesters were dissatisfied with how their case was followed up
NYC OSC 311 Monitoring Report, 2026
| Field | Type | Required | Why it is there |
|---|---|---|---|
| issue_category | text | Yes | What the crew needs to know before they roll |
| location_address | text | Yes | Where the crew actually goes |
| description | text | Yes | The detail that turns a guess into a work order |
| safety_hazard | boolean | Yes | Routes an active hazard to the front of the queue |
| reporter_name | text | — | Optional, only if they want a callback |
| reporter_phone | phone | — | How the township follows up, if at all |
And what it will not do
Collected data
211 collected34 this week6 need attention
Export CSVMarisol Delgado
Captured 1h ago · 311 Service Request · joina.chat
Captured data 4 of 6 fields
From the conversation
“It’s right by the crosswalk, so it feels unsafe once it’s dark out , not just an inconvenience.”
Every value keeps the sentence it came from, and a value the visitor never said is never stored. The chatbot cannot quote itself into your data.
From here a record can go straight on to Slack, a sheet, a Zap or your own API. The inbox is where you read them, not where they get stuck.
Signed headers
Body
{
"type": "data.collected",
"event_id": "1b6f9c02-4d1a-4f7e-9b3c-2a5e8d0f1c44",
"created_at": "2026-08-11T09:14:22Z",
"payload_version": "v1",
"data_kind": "Service request",
"record_id": 1234,
"attributes": {
"issue_category": "Streetlight outage",
"location_address": "214 Maple Street, near the crosswalk",
"description": "Been out about a week, right by the crosswalk",
"safety_hazard": "true"
}
}Two events
data.collected fires the first time Gnosari captures a new case. data.updated fires when a resident adds or corrects something.
Signed, so you can trust it
Standard Webhooks HMAC-SHA256, with webhook-id, webhook-timestamp and webhook-signature on every request. Verify before it opens a case.
Quotes are opt-in
The provenance block, the resident’s verbatim words, is absent unless you turn it on for that destination.
Zapier or Make
Paste a Catch Hook URL into your Gnosari destination, then point the Zap at your case management system.
Free tier, no app to install, and it fires the moment the case record is complete.
Straight to the desk
Anything that accepts an incoming webhook takes the payload as it is.
No middleman. The public works crew sees the case before the queue does.
Your own endpoint
Give us an https address, verify the signature, open the case yourself.
A few lines of code, and the delivery log tells you when something did not land.
And you can see every attempt
| When | Event | Outcome | Detail |
|---|---|---|---|
| 19:04:22 | data.collected | Delivered | 200 OK |
| 19:04:18 | data.collected | Failed | 503, retrying in 30s |
| Yesterday 09:37 | data.updated | Delivered | 200 OK |
| Yesterday 07:52 | data.collected | Delivered | 200 OK |
Every attempt is kept, newest first, with the reason when there is one. Failures retry on their own, and the signing secret lives in your dashboard so you can rotate it without calling anybody.
These are examples, not a partner list. Accela, CivicPlus, Granicus and a homegrown case management system are all reachable the same way: through a Zap, or straight to an endpoint you control. If it takes an HTTP request, it takes the case.
A button in the corner that opens into a conversation. Your logo, your colours, sitting on the pages you already have.
No chat window and no widget. Your headline leads, the thread sits under it, and it reads like you asked rather than like software collecting.
Every screen on this page is a published Gnosari, embedded from the app. Type into any of them.
display_mode="bubble" A floating button in the corner. Opens over your page and closes again. The default, and the one nobody has to be taught.
Four corners to choose from
display_mode="sidebar" A fixed panel down one side, always open. For pages where the conversation is the point rather than an aside.
Left or right, any width
display_mode="sidebar-push" The same panel, but your content moves over to make room instead of being covered. Nothing on the page is ever hidden.
Left or right, any width
display_mode="drawer" Slides in over the page when it is called, then slides away. The middle ground between a bubble and a sidebar.
Left or right
01 · A link you send
Put it in an email, a text, a booking confirmation or a signature. Each link carries its own opening line and headline, and counts its own visits, so you can tell which channel actually worked.
02 · A code they scan
Every link comes with a QR. On a table card, a receipt, a delivery note, a door. Someone points a phone at it and the conversation starts, with no app and no typing.
03 · A flyer you hand over
A builder for the printed thing itself. Pick a template, restyle it, edit the words on the page and export a print-ready poster or card with the QR already placed.
Twelve curated looks, each a colour and a background pattern chosen to go together. Pick one and you are done.
22 colour themes and 44 background patterns, each drawn in code at four intensities. That is 3,872 combinations before you touch a single token.
22 colour themes
44 background patterns
Every pattern, four intensities
Exact hex values, fourteen fonts, bubble shape per side, corner radius, density, header and input. Explicit tokens always win over the preset. Two chats can share every line of markup and still wear two different brands: only the tokens differ.
A boutique hotel
A developer tool
fontFamily accepts fourteen faces
Set with one call, or one click in the designer. Changing it later takes the same one call, and every published surface updates at once.
| What changes | 311 hold queue | PDF or web intake form | Gnosari |
|---|---|---|---|
| After hours | Voicemail, or nothing | Downloaded, never returned | Answered, typed, delivered |
| What you get back | A case number, if they wait | Whatever fitted in the boxes | The issue in their own words |
| Half-told story | Staff call back to ask | Submitted half empty | It asks the follow-up |
| An active hazard | Depends who answered | Sits in the same queue | Stopped immediately, sent to 911 |
| Gets into your case system | Re-typed by hand | Export nobody can filter | Signed webhook, the moment it is complete |
| The eligibility line | Depends who answered | Not applicable | Never crossed, and stated at the start |
Everything you need to know about getting started. Can't find the answer you're looking for? Reach out to our team.
Name the fields your case management system already has, point the agent at your public works or constituent services pages, and put the link on your site. The agent runs the conversation, produces a typed case record, and posts it to your 311 system or CRM through a webhook, Zapier or Make. Setup is minutes, not an implementation project.