The rules our agents can’t move

The most useful design decision we made about agents was deciding what they may never decide. A clinic can move a dial from draft to auto, per agent. These seven sit outside the dial, so no setting and no sales conversation can change them.

The seven

• Medical questions always go to a clinician. The agent says so and hands over with context.
• Agents see only what their owner can see. Same permissions and same audit log, marked as an agent.
• Every action shows its reason and source, and flags low confidence.
• Rules are checked before the action, not after.
• Autonomy is earned per job, per clinic. The product shows the track record, then suggests moving the dial.
• Patient-facing and financial actions can be undone or corrected, and nothing goes out in a test or parallel run.
• There’s always a person to reach. Agents never wall off a human.

Why write them down

Because a rule that lives in a prompt is a suggestion. Writing them down makes them a thing we can test, and a thing you can hold us to. If you catch an agent breaking one, that’s a bug, and we’d like to hear about it.