When you hand work to an employee you first ask: what can they do on their own, what should they ask me about, what must they never do? In Workforce these three distinctions are written on every role's card and set separately for each skill.
Three settings
- Off: the skill does not run at all.
- Suggest: the agent prepares the draft and nothing goes out until you approve.
- Automatic: the skill runs without waiting for approval; it is turned on per skill, later.
To begin with every skill is on “Suggest”, which means every outgoing action goes out with your approval. As your confidence grows you move skills to “Automatic” one by one.
What always comes to you
- A dispute: the agent does not resolve it, it hands it to you.
- An unclear case: the agent does not guess, it hands it to you.
- A customer who has declined contact: no digital employee of your organization writes to them again.
What you approve is what is sent
Work on Suggest does not proceed until you approve it; what is sent is exactly the text you approved. Every step is kept in an unalterable record and who did it is shown by shape: agent, rule or person.