What an agent should never do without asking
A short list of actions we think should always wait for a person, and how we enforce it in every workflow.
By
Maya Okafor
Agents are good at the middle of a job: reading, sorting, drafting, checking. They are not the right thing to have the final word on money, customers or legal exposure. We wrote down the actions that should always wait for a person, and we made the product enforce the list.
The list
Sending anything to a customer. Moving money in either direction. Changing a contract, a price or a renewal date. Touching anything that mentions a lawyer, a regulator or a chargeback. Deleting data.
How it works in Kestrel
Every workflow starts with these as approval rules. You can loosen them, for example refunds under a limit, but you have to do it on purpose, and the rule shows how often it fires.
The result is a team that trusts the agent, because they know exactly where it stops.
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