AI Employees
Roles
| Role | Handles |
|---|---|
| sales | purchase interest, pricing questions, appointment requests |
| support | support requests, complaints, refunds |
| appointment | books appointments when a real slot is given |
| lead_qualification | qualifies purchase/pricing interest |
| review | triages complaints and support |
Autonomy levels
| Level | Behaviour |
|---|---|
| observe | Classifies only; records a decision, never acts |
| suggest | Records a decision and policy verdict; never acts |
| assist | Allowed actions wait in AI Approvals for a human |
| act | Executes permitted tools automatically |
| autonomous | Executes with the widest policy envelope |
Customer-facing replies
Switch an employee to customer-facing to let it answer allowlisted intents immediately (general information, pricing, product questions and appointment requests). Replies are fixed, approved text — the bot never improvises. Anything outside the allowlist escalates to a human.
Tools
Tools are default-deny per employee: tick only what the role needs. Requesting a human review is always the safe fallback.