A practical guide to permissions and human handoffs
Define what an agent can do, when a person should step in and how to make every handoff useful.
Define permissions around the action and its consequences. Reading an order, preparing a change and executing a refund need different decisions.
Name the owner
Every workflow needs someone who can approve policy changes and handle exceptions.
Separate read, prepare and execute
Give the agent only the access required for the agreed workflow.
Specify the handoff conditions
Examples include missing context, policy exceptions, a value threshold or a request the agent cannot reliably handle.
Make review useful
Show the proposed action, supporting information and reason for escalation, so the reviewer can decide.
Learn from reviewed outcomes
Update the procedure and retest affected scenarios before rollout.