EXPERIENTIA / Guide + brief
Before you build your first agent.
Define what it can do, what it needs to know and when a person should step in.
Write down the delegated job
A specific mission makes evaluation possible: explain an offer and register a request, for example. Separate this mission from broad promises to manage the whole business.
Set knowledge boundaries
Identify approved sources, their owners and an update process. Define what happens when information is missing: ask for context, acknowledge the gap or escalate.
Separate answers from actions
Looking up information, drafting text and changing a system require different permissions. Require human approval for actions involving financial commitments, sensitive data or relationships.
Design the human handoff
Define escalation triggers and the context passed to the team. Preserve continuity when a person joins. Specify channel, owner and service hours.
Test before expanding
Include typical, ambiguous and out-of-scope requests. Evaluate accuracy, permissions, records and escalation. Assign monitoring, correction and shutdown responsibilities.