The workforce

One agent is easy. A workforce is different.

Two agents. One customer. Two different answers. This is what breaks first the moment you run more than one.

RSRahul Shetty
Can I get a refund on order #4821?
PRIYA · SUPPORTYes, refunding ₹18,000 now.
RAVI · BILLINGWe can't refund this order.
Without Nivaro. Both were allowed to reply.
RSRahul Shetty
Can I get a refund on order #4821?
PRIYA · SUPPORT · HOLDS THIS THREADLet me check that for you.
Ravi can read. Cannot send.
With Nivaro. One thread, one owner.

Who is allowed to do what.

Agent Reply Refund ≤ ₹5,000 Refund > ₹5,000 Cancel order
AlexSales ✓ ✗ ✗ ✗
PriyaSupport ✓ ✓ HUMAN ✗
RaviBilling ✓ HUMAN HUMAN ✓
MeeraOperations ✓ ✗ ✗ HUMAN
✓ on its own HUMAN you say yes first ✗ never

Same number. Same inbox. Nobody inherits anyone else's row.

When they disagree, who wins.

The stop button
beats
A human in the thread
beats
An explicit no
beats
The tighter limit
beats
Whoever holds the thread
beats
The routing rule

Fixed order, every time. Not whatever your code happened to run first.

Work moves. Authority doesn't.

PriyaSUPPORT → RaviBILLING

Goes with it

The whole history The same thread The customer

Stays behind

Permissions Budget Approvals

Rahul never repeats himself. Ravi never borrows Priya's refund limit, because the limit lives in Priya's wallet and the wallet does not travel.

Agents can share the workplace. They do not share authority.

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