Guide
How to scope agents, policies, and escalation so AI stays operationally useful and controllable.
Define which workflows an agent may touch — intake questionnaires, FAQ routing, queue signals, documentation drafts — and which it must never enter. Scope is a product and operations decision, not a prompt afterthought. Document approved channels, languages, and hours of automation before any model selection.
Governance works when rules live outside the chat transcript: knowledge boundaries, refusal conditions, review gates, and approval steps. Organisations set these during implementation so Assess-stage behaviour is predictable. Treat open-ended clinical judgment as out of scope for automation.
Every governed workflow needs explicit handoff triggers — ambiguity, emotion, out-of-scope requests, identity risk, or staff override. Escalation should preserve context for a human operator without pretending the AI resolved the case. Measure handoff quality, not only automation rate.
Name who can change prompts, deploy workflow revisions, and review audit previews. Separate marketing-layer demos from production identity systems. Public product education uses illustrative audit streams; enforceable audit belongs in a future secure application plane under customer agreements.
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