Give the agent a defined job
An agent combines a conversation or trigger, approved context and permitted tools. Define whether it serves employees or customers, what it can answer, which business actions it may request and who owns the outcome.
Keep knowledge scopes separate
Customer-facing material should be deliberately approved for that audience. An employee’s access to an internal collection must not automatically become a customer agent’s authority. Retrieval should follow the identity and permissions of the agreed workflow.
Plan text and voice channels
Specify the communication channel, participant identity, supported language and voice requirements. Model, speech and channel services have separate data paths and operating requirements. A complete integrated customer-channel workflow is not yet qualified.
Bound business actions
Describe the exact allowed action, its inputs and required approval. Answering a question, proposing an update and committing it are separate outcomes. Preserve operation identity when a response is lost so the same request is not blindly repeated.
Design the human handoff
Name when the agent escalates, who receives the case and which context may be transferred. A human needs the unresolved question, authorised history and action status, including uncertainty. Handoff must not silently widen access.
Supervise and record
The record should distinguish the customer, employee, agent and reviewer. Plan stop controls, permission revocation, retained evidence and review access. Existing runtime controls do not by themselves establish coverage of every employee or customer workflow.
Agree availability for the pilot
Internal and customer text, voice, action and handoff workflows are in the Deploy product scope. Select the actual channel, tools and acceptance requirements with Retvest; this website does not provide a hosted agent endpoint.