Anything you can't easily undo: sending messages to customers or anyone outside your business, paying or refunding money, deleting records or files, changing prices, contracts or account settings, and sharing private information. Let the agent read, sort and draft freely within its limits, and have a person approve the final step on those actions.
A simple rule works for most businesses: the agent can prepare anything, but a person approves what can’t be undone.
Needs approval
- Sending email, texts or messages outside your business
- Paying, refunding or moving money
- Deleting records, files or messages
- Changing prices, contract terms, permissions or account settings
- Sharing anything private: customer details, employee information, financials
Usually fine without approval (with limits)
- Reading the records its job needs
- Sorting, tagging and summarizing
- Drafting replies for a person to send
- Adding notes to a record
Start stricter than you think you need. It’s easy to loosen an approval step once the agent has earned it, and hard to take back an email.