THE ARTICLE INDEX
Give the agent an operating plan.
Direction, durable events, human handoff and customer boundaries.
THE READING ROOM
Build the operating plan.
01 / Direction
An inbound agent and an outbound agent need different plans
Start with who sends the first message, then choose the number and production access.
Read article ↗02 / OperationsA human handoff needs a stop rule and a shared thread
Specify who owns the conversation after uncertainty, failure or a request for a person.
Read article ↗03 / ReliabilityGive an agent one durable job per incoming message
Persist events, deduplicate work and distinguish an unknown send outcome from a failed send.
Read article ↗04 / ScopeOne customer’s message should not expand an agent’s permissions
Keep task content separate from authority, and limit what the messaging worker can reach.
Read article ↗