Work & Collaboration · App 05
Deliver client and product work that you can bill
One task system for your team and rented AI agents, with client approvals, leave-aware capacity, time that flows to invoices and a traceable path from customer insight to release.
Work is the one place where people and Digital Employees receive, do and account for work: client deliverables, projects, sprints and product bets. Every task has an accountable human, every hour and agent credit has a cost, and approved work becomes an invoice and a margin figure without re-typing. Because it runs on the same data as CRM, People, Billing and the ROI Ledger, the loop from customer insight to shipped release to invoiced margin stays inside one system.
What Work is
Work is One3's app for planning and delivering projects, product work and billable client work. It is designed for digital agencies, IT and professional services firms, product and engineering teams, and operations or PMO teams in mid-market companies.
It rests on four commitments:
- One task system for a hybrid workforce. Any assignee can be a person or a Digital Employee. An agent always has a named human owner and never approves its own risky Actions.
- Work that pays for itself visibly. Approved time and billing milestones become billable items, then Billing invoices with GST e-invoicing, then project P&L. The P&L includes human cost from People and agent cost from the Investment & ROI Ledger.
- Evidence from customer to release. Customer insights, PRDs, epics, issues, feature flags and experiment results sit on one data model, so the question of why something was built, and whether it worked, has a cited answer.
- Start narrow, earn depth. Year 1 ships only the agency client work board lite. Deeper project, PSA and agile features come in Year 2 once measured customer demand passes the plan's gates.
Year 1: the client work board lite
Inside Agency OS, each client sub-account gets a board of work items. Items are created by hand, from a won CRM deal, from a Helpdesk ticket or from a WhatsApp request. Team members or Digital Employees work them. Deliverable versions go to the client for approval in the white-label portal or on WhatsApp. An agency cross-client view shows overdue items, items waiting on clients and workload across people and agents.
Year 2 and beyond
- Projects GA adds templates, dependencies, Gantt, baselines, risks, AI-drafted status reports and agent cost on the project.
- Timesheets & PSA adds time capture by timer, grid, WhatsApp or Indic voice note, approvals and period locks, rate cards, billing models, leave-aware capacity, billable items pushed to Billing, project P&L and realisation reporting.
- Issues & Sprints adds backlogs, sprints, boards, epics, releases, GitHub and GitLab links, Helpdesk bug links and coding-agent delegation with a human primary assignee.
- Product Management adds an insight inbox from Voice of Customer, tickets and deal notes, prioritisation, roadmaps per audience, PRDs with citations and a push to delivery.
- From W4, Ideas & Innovation, Experimentation and Feature Flags complete the loop from idea to measured release.
How it fits with One3
CRM deals start projects. Helpdesk tickets become work items and bug links. People supplies leave, holidays, shifts, skills and cost rates. Billing turns billable items into GST invoices. The ROI Ledger supplies agent cost. Goals in Strategy & Governance roll up project progress. Work never computes tax or issues invoices itself. It hands approved items to Billing.
Principles for AI
AI output lands as a proposal or as a governed Action with a risk tier, audit and cost. Status reports and PRDs cite their sources. Time suggestions and workload views help people plan and are never used to rank or discipline individuals unless the tenant's written policy allows, and even then they stay advisory. Agents never declare experiment winners or approve their own work.
Problems solved
What Work fixes
Client work lives in WhatsApp groups and spreadsheets
Approvals get lost and clients cannot see progress. Work gives each client sub-account a board, client approvals in the white-label portal or on WhatsApp, and a cross-client agency view.
Rented AI agents work without visible cost or evidence
An agent assignee on a task carries an accountable owner, evidence and cost so far, and agent cost flows into project P&L.
Approved hours do not all reach invoices
Time becomes billable items, then a Billing draft, then a GST e-invoice in one data model, with alerts for approved time that was never billed.
Utilisation ignores leave and holidays
Availability is calculated net of People leave, holidays and shifts, and the same numbers feed sprint capacity.
Nobody knows which projects make money
Project P&L and realisation join billed revenue, human cost and agent cost and link to the ROI Ledger.
Product feedback and engineering live in separate tools
An insight inbox fed by Service Desk, CRM and Voice of Customer leads to PRDs, epics and issues in the same suite.
PM tools are retiring or forcing a move to cloud
Migration kits are planned for Jira, Linear, Asana, monday.com, ClickUp and Microsoft Project exports, with India hosting by default. For Microsoft Project Online, only an export-and-park path is offered in W2.
AI and occasional users each cost an extra seat
AI credits are pooled per tenant with no per-seat AI surcharge proposed, contributors use light seats and clients are portal users, not seats.
Key capabilities
What you can do
Client work boards per sub-account
Work items per client with configurable statuses, client-visible flags on items and comments, and an agency cross-client view.
Digital Employees as assignees
Assign a task to an agent with a required human owner, and see its progress, evidence and cost so far on the task.
Client approvals on portal or WhatsApp
Request approval on a deliverable version; clients approve or request changes from the white-label portal or a WhatsApp message.
Deals and tickets become work
A won CRM deal creates onboarding items from a template, and a Helpdesk ticket converts into a client work item with the ticket linked.
Time to GST-ready invoice
Approved time, billing milestones and retainers become billable items pushed to Billing, which handles GST e-invoicing.
Leave-aware capacity
Availability net of approved leave, holidays and shifts from People, used for utilisation, bookings and sprint capacity.
Project P&L with agent cost
Revenue, human cost, agent cost and expenses roll up into contribution margin and realisation per client and project.
Sprints linked to code and support
Backlog, sprints, boards, epics and releases with GitHub and GitLab links and Helpdesk bug links that notify requesters on release.
Insight to release traceability
Customer insights link to features, PRDs, epics, issues, flags and experiments, so every release has its evidence.
Modules
7 modules, one data model
Core modules come with the app. Add-ons switch on when you need them. Some modules can be bought on their own.
Projects
One task system for people and Digital Employees, from client boards to Gantt
ExploreTimesheets & PSA
Time, rates, capacity and billable items that become GST-ready invoices and margin
ExploreIssues & Sprints
Backlogs, sprints and releases linked to code, support tickets and product decisions
ExploreProduct Management
Customer insight to prioritised roadmap, cited PRD and delivery, in one suite
ExploreIdeas & Innovation
Challenges, fair evaluation and stage gates that turn ideas into pilots and features
ExploreExperimentation
Sound A/B tests on products, prices and messages, with decisions made by people
ExploreFeature Flags
Separate deploy from release with targeting, progressive rollout and kill switches
ExploreWorkflows
How the work flows
End-to-end workflows inside the app and across One3.
Client work item with client approval
The Year-1 loop for agency client work.
- 1.A work item is created from a won deal, a ticket, a WhatsApp request or by hand on the client's board
- 2.It is assigned to a team member or a Digital Employee
- 3.An agent works through Actions; any R3 Action goes to the owner's Approvals Inbox with a preview
- 4.A deliverable version is uploaded with evidence attached
- 5.Client approval is requested in the portal or on WhatsApp
- + 1 more steps →
Deal won to project kickoff
How a CRM deal becomes a planned project (planned W3).
- 1.CRM reports a won deal with client and products
- 2.Projects selects a template by pipeline and product mapping and creates the project
- 3.Engagement terms come from quote lines if Timesheets & PSA is entitled
- 4.The delivery lead is notified, assigns roles, sets the start date and saves a baseline
- 5.CRM shows the project and its health on the deal
- + 1 more steps →
Time to GST e-invoice
How hours turn into revenue (planned W3).
- 1.Time is captured by timer, weekly grid, WhatsApp, Indic voice note or suggestion
- 2.The weekly timesheet is submitted and approved, then the period locks
- 3.Clients approve time in the portal where the engagement requires it
- 4.Billable items are generated with resolved rates
- 5.A billing reviewer holds, writes up or writes down items with reason codes
- + 2 more steps →
Insight to release
From customer feedback to a shipped, measured feature (planned W3 to W4).
- 1.Insights arrive from Voice of Customer, tickets, deal notes, surveys and calls
- 2.Insights are clustered and linked to features with citations
- 3.Features are prioritised and placed on a now, next, later roadmap
- 4.A PRD is drafted with citations and approved
- 5.The feature is pushed to an epic and issues and delivered in sprints
- + 2 more steps →
Bug from support to fix
How a customer-reported bug closes the loop (planned W3).
- 1.A customer reports a problem in Helpdesk
- 2.The agent links the ticket to a new or existing issue
- 3.A developer works the issue and links the pull request by issue key
- 4.The issue moves to done on merge and joins a release
- 5.Requesters on linked tickets get an update through Helpdesk when the release ships
AI inside
AI skills that act through governed Actions
Every AI skill runs through the same typed Actions people use, with risk tiers, approvals and an audit trail.
Digital Employee task work A3
An assigned agent works a client item through its own role skills, with progress, evidence and cost shown on the task.
Item summary and client update drafts A2
Summarises an item's thread and drafts a client update. Posting a client-visible update follows the owner's policy.
Plan generator A2
Turns a brief or SOW into proposed tasks, milestones, dependencies and roles that the user accepts selectively.
Capture to task and time A2
Turns emails, WhatsApp messages, Indic voice notes and meeting action items into proposed tasks or time entries that the user confirms. Nothing is auto-submitted.
Status report drafts A2
Drafts weekly RAG status with progress, risks and decisions needed, citing source records. A person approves before client publication.
Milestone slip and risk prediction
Predicts schedule slippage from dependencies and burn, with the driver chain shown. Advisory only.
Revenue leakage detection
Finds approved time not invoiced, reached milestones not billed, unbilled retainer overage and missing time against calendars.
Sprint plan and stand-up summaries A3
Proposes sprint scope with inclusion reasons and posts daily summaries with blocker age alerts. Teams accept the plan.
Insight clustering and PRD drafts A2
Clusters customer insights, links them to features with citations and drafts PRDs with assumptions labelled. PRD approval is human.
Digital Employees
Agents that operate Work
Rent them by the month. They work under your team's supervision and their cost and returns appear in the Investment & ROI Ledger.
Content & SEO Assistant
Works content items on client boards in Year 1, attaching drafts as deliverable versions. Publishing stays with people.
Client Reporting Agent
Writes client report narratives from client items and approval cycle data. Its numbers must match the ledger and Work records.
AI Meeting Scribe
Turns meeting action items into tasks in the meeting owner's project. Assigning a person is only ever a proposal.
Learn moreAI Scrum Master
Proposes sprint plans, detects blockers and posts stand-up summaries. It never starts a sprint itself.
Learn moreAI Product Manager Assistant
Clusters feedback, drafts PRDs and suggests impact scores. Its suggestions never overwrite a human score.
Learn moreAI Technical Writer
Drafts release notes and changelogs. Publishing is always approved by a person.
Learn moreAI Release Manager
Prepares release checklists and proposes rollout steps and rollbacks. Production flag changes need approval.
Learn moreAI Onboarding Specialist
Creates client onboarding projects from templates and sends checklist reminders. Client messages need approval.
Learn moreIntegrations
Connects with the tools you already use
- WhatsApp Business Platform
- Email capture
- GitHub
- GitLab
- Google Calendar
- Microsoft 365 Calendar
- Slack
- Microsoft Teams
- OpenFeature
- MCP coding agents
- Jira Cloud
- Jira Data Center
- Linear
- Asana
- monday.com
- ClickUp
- Trello
- Microsoft Project Online
- Zoho Projects
- Keka PSA
Connector availability depends on provider access and is verified before launch. How integrations work →
Security & compliance
Built to be trusted
A human is accountable for every item
Every task, issue, experiment decision, gate decision and time approval has an accountable person. Where the plan requires a human, the data model accepts only a human, so the rule is enforced by schema as well as policy.
Agents never self-approve
An agent never approves an Action it proposed, never holds an R4 approver permission, never declares an experiment winner and never unseals an anonymous idea submitter.
People data is not a scoring engine
Time suggestions, workload and matching help people plan. They are never used to rank, monitor or discipline individuals unless the tenant's written policy allows, and even then stay advisory.
Untrusted content cannot trigger risky Actions
SOWs, client WhatsApp messages, emails, transcripts, commit messages and portal ideas are read by a quarantined reader. Only the privileged planner may propose R3 or R4 Actions.
Tenant isolation and client visibility
Row-level security is forced on every Work table. Items and comments default to internal, and partners see across clients only through per-tenant read APIs.
Tax and labour rules handled with care
Work never computes tax or issues invoices. GST, TDS and export-of-services handling sits in Billing, and overtime flags are informational only. Verify with counsel or a chartered accountant.
Industry Editions
Industries that use Work
Frequently asked questions
What does Work include in Year 1?
Only the client work board lite inside Agency OS: work items per client sub-account, items from won deals and tickets, client approvals in the portal or on WhatsApp, and a cross-client agency view. Full Projects and Timesheets & PSA are planned for Year 2.
Can AI agents be assigned tasks?
Yes. A Digital Employee can be assigned a task, but a named human owner is required. Its progress, evidence and cost show on the task, and any risky Action goes to the owner for approval. Agents work for your team under supervision.
Does Work create GST invoices?
Work generates billable items from approved time, milestones and retainers and pushes them to Billing. Billing and its tax engine handle GST, e-invoicing and issue, with human approval.
Will time suggestions be used to monitor employees?
No by default. Activity-based suggestions need tenant opt-in and employee notice, stay as suggestions and are not used to score individuals unless the tenant's written policy allows.
Can we migrate from Jira or Asana?
Importers are planned for Jira Cloud, Jira Data Center and Linear in Issues & Sprints, and for Asana, monday.com, ClickUp and Trello-style CSV in Projects, each with a dry run and reconciliation, in W3.
Can I buy Issues & Sprints on its own?
Yes, planned. Issues & Sprints is available as a Work add-on or as a standalone subscription with a thin core of teams, members and components.
Works with
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ExploreAI Workforce
Rent ready-made AI Digital Employees that work for your team, with a monthly ROI statement
ExplorePlan your Work rollout with us
Tell us about your team and the outcomes you want. We will walk you through the apps, the Digital Employees and the plan for your industry.