Operations

Guardrails for expansion modules: approvals, consent defaults, quality sampling, time-card assistance, and audit retention.

General Team & roles Billing & usage Developer Security Data & privacy Operations

Human-in-the-loop

These policies apply outside the model prompt and cannot be overridden by an agent instruction.

Custom action approvals

Approvals are bound to exact parameters and expire after 15 minutes.

QC sampling rate

Sampling is deterministic per conversation and excludes internal agents.

Require sign-off before publishing procedures

A validated draft cannot go live without an owner approval.

Confirm every agent write action

Applies to custom actions and CRM updates initiated from chat.

Destructive actions are always confirmed individually, even when these defaults are relaxed.

Leads & consent

Defaults for newly captured contacts. Consent is recorded per channel and never inferred from a conversation.

Default consent

Export filter

Allow CRM sync

Explicit field mapping only · idempotent upserts · retried from the outbox.

Require reviewer sign-off for QC results

AI suggestions remain advisory and are never used for payroll.

Time-card assistance

Optional, disabled by default. Assistance never submits time cards and is unavailable where local law requires a different notice or approval.

Enable time-card assistancePaused

Suggests entries from approved work tools. Employees approve every entry.

Capture screenshots

Off by default · never used for scoring, monitoring, or discipline.

Suggest from activity

Calendar, tickets, and closed chat assignments only.

Week lock

Employee record

Records stay in this workspace

Decision required before general availability. Managers cannot edit employee entries; corrections require the employee to approve a labeled change.

Coaching & retention

Coaching is linked to a review, not to a person's overall score history.

Notify manager when coaching is assigned

The employee always sees the coaching note and due date.

Quality score retention

Audit log retention

Retention changes apply to future data. Existing records expire under the policy that was active when they were created.

Ownership & escalation

Named owners for support hours, incidents, and policy questions. This records the agreement; it does not provide staffing.

Support owner

Maya Chen · Owner · Mon–Fri · 09:00–18:00 ET

Escalation contact

Daniel Okafor · Admin · On-call · pager + Telegram

Policy owner

Priya Raman · Builder · SOP and training questions

Support hours, escalation targets, and service terms are recorded per workspace.

Reset operations defaults

Restores recommended human-in-the-loop settings. Time-card assistance stays disabled and requires the acknowledgment flow again.

Policy summary

Effective after saving

WritesReviewer approval

ProceduresSign-off required

LeadsSupport only

QC sampling20% · human final

Time cardsDisabled

Access

Only workspace owners and administrators can change operations policy. Changes are recorded in the audit log with before and after values.

Security settings Data & privacy

Change history

QC sampling 10% → 20%

Today · Maya Chen

Enabled CRM sync

Nov 8 · Daniel Okafor

Actions approval → reviewer

Nov 2 · Maya Chen

Operations

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