Trust Controls

Trust Controls add an extra layer of protection for sensitive actions. Even at high autonomy levels, these actions require explicit confirmation.

What Are Trust Controls?

Trust Controls are safeguards that trigger regardless of your autonomy level. They ensure human oversight for actions that:

• Have significant consequences
• Involve financial transactions
• Affect customer data
• Could cause problems if wrong

Available Trust Controls

Confirm with Customer

Before executing certain actions, AI asks the customer to confirm:

Before I process your refund of $49.99, please reply "CONFIRM"
to authorize this action.

Applies to:

• Refunds above a threshold
• Account changes
• Subscription modifications
• Data deletion

Human Approval Required

Regardless of autonomy, these always need team member approval:

Applies to:

• Refunds above configurable threshold
• Account deletions
• Subscription cancellations
• Sensitive data exports

Action Pausing

When enabled, AI pauses before executing and shows:

• What it's about to do
• Why it wants to do it
• Option to proceed or cancel

Configuring Trust Controls

Navigate to Settings

Go to Settings → AI → Trust Controls

Enable/Disable Controls

Toggle each control:

• Confirm with Customer - On/Off
• Human Approval for Refunds - On/Off
• Human Approval for Account Changes - On/Off

Set Thresholds

For financial actions:

• Refund Threshold: $X (refunds above require approval)
• Transaction Threshold: $X (purchases above require approval)

Configure Sensitive Actions

Mark specific actions as sensitive:

1. Click Add Sensitive Action
2. Select the action type
3. Set conditions
4. Save

Confirm with Customer

This feature asks customers to verify before AI takes action.

How It Works

1. AI determines action is needed (e.g., process refund)
2. AI checks Trust Controls - confirms required
3. AI sends message asking for confirmation
4. Customer replies with confirmation
5. AI executes the action

Confirmation Message

Default message:

To authorize this [action], please reply with "CONFIRM".
This ensures the action is what you intended.

Customize in Settings → AI → Trust Controls → Confirmation Message.

Timeout

If customer doesn't confirm:

• Reminder sent after 24 hours
• Request expires after 48 hours
• Ticket escalates for human review

Customer Override

Customers can say:

• "CONFIRM" - Proceed with action
• "CANCEL" - Don't proceed
• "TALK TO HUMAN" - Escalate instead

Human Approval Requirements

When Applied

Human approval is required when:

• Trust Control is enabled AND
• Action meets the threshold/criteria

Approval Flow

1. AI queues action in Approvals
2. Labeled as "Trust Control Required"
3. Shows full context
4. Team member approves/rejects

In the Approval Queue

Trust Control items are marked:

• Yellow badge: "Trust Control"
• Shows which control triggered
• Prioritized in queue

Action Categories

Financial Actions

Account Actions

Communication Actions

Custom Trust Controls

Create rules for your specific needs:

Example: VIP Customer Actions

When: Customer is VIP
Action: Any response
Require: Human approval

Example: High-Value Orders

When: Order value > $500
Action: Refund, cancellation
Require: Manager approval

Example: Legal Keywords

When: Message contains "lawyer", "legal", "sue"
Action: Any response
Require: Human approval + escalate

Best Practices

Start Broad, Then Narrow

Begin with more controls, then relax as you build confidence.

Balance Speed and Safety

Too many controls = slow support Too few controls = potential mistakes

Review Control Triggers

Periodically check:

• Which controls trigger most often
• If thresholds are appropriate
• If customers are confirming quickly

Communicate to Customers

Let customers know:

• Why you ask for confirmation
• That it's for their protection
• How to proceed