Guide
What an agent must never do without a person
The rules that keep an agent-ready business safe: payments, commitments, cancellations, and anyone's personal information.
Requests, not decisions
The safest design rule is also the simplest: an agent may request, propose, and draft; a person or a clear written business rule decides. That covers bookings, quotes, refunds, cancellations, and anything that commits the business to a price or a date.
The short list of never-alone actions
Taking a payment or changing a payment method. Confirming a booking that a person has not checked. Cancelling on someone's behalf. Changing a price, a policy, or a guarantee. Subscribing someone to email without their explicit consent. Sharing one customer's information with another party's agent.
Keep a record
Log every request an agent makes: which skill, what it asked for, what was returned, and what a person then did. When something goes wrong, the log is the difference between a five-minute answer and a dispute you cannot settle.