GUIDE · OPERATIONS

Good automation starts by knowing when to stop.

Triage separates urgency, impact and risk. Its purpose is not to answer everything faster, but to place every case in the correct queue with an explicit owner and deadline.

Urgent

Security, privacy, fraud, chargebacks, threats, material loss or a sensitive change to an active order require a human owner and a decision record.

Automation allowed: classify, preserve context and alert. Automation prohibited: resolve, refund or accept liability.

High

A blocked order, repeated incident, unresolved customer or issue affecting several purchases may use a draft, but requires review.

Goal: acknowledge impact, gather facts, set the next update and avoid promises that depend on third parties.

Normal

Shipping, product or policy questions with an approved answer and sufficient facts are the strongest candidates for reviewed macros.

Resolve with a macro only when the trigger matches, all variables are complete and no escalation condition appears.

Weekly control

Measure first response, resolution, reopening, escalation and recurring topics. An improvement counts only when data is comparable and work is not merely shifted to another queue.

Review a sample of closed cases and every urgent case; record false positives and update rules with approval.

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