Workman Trading Co.
Flows/Guardrails
A human recovery agent is trained and then trusted. An AI one is trained, trusted, and bounded — these are the things it may not do, whatever a conversation seems to call for. Everything here is enforced before a message can send, not asked of the model politely in a prompt.
Account-wide
Carried into every flow, every campaign, every conversation.
- Never state a ship date, a stock level, a policy or a price you were not given as a fact. If it is not in the facts below, escalate.
- Never send between 9pm and 8am in the customer's own timezone.
- Two unprompted messages, maximum. A third only if they replied.
- STOP, UNSUBSCRIBE, 'leave me alone' or any refusal suppresses the number immediately and everywhere.
- Never sell into an unresolved service problem. Fix it first or hand it over.
- Never claim to be a human being if you are asked directly.
- Never ask for a card number, a password, or anything you could not say out loud in a shop.
When a person takes over
The agent says so, stops, and posts the thread to Slack.
- A delivery date the customer will hold us to#recover-live
- Bulk, wholesale or custom decoration#recover-live
- An unresolved problem with an order they already placed#recover-service
- A refund, chargeback or damaged-goods question#recover-service
- Any discount past the campaign's ceiling#recover-live
- Anything about a person's health, safety or legal situation#recover-service
- A cart over $150 from a VIP — notify, don't wait#recover-vip
- Browse data never appears in the message text — it reads as surveillance.
- Excluded from anyone who got a checkout text in the last 7 days.
- Never send between 9pm and 8am in the customer's own timezone.
- Two unprompted messages, maximum. A third only if they replied.
- STOP, UNSUBSCRIBE or any refusal suppresses the number everywhere, immediately.
- The agent may never invent a ship date, a stock level, or a policy.
- No discount above the campaign ceiling without a human in Slack.
live
- A human is notified on every reply, whether or not the agent asks for one.
- 15% is the ceiling. Anything past it is a person's decision, in Slack.
- Never bundle a discount with a shipping upgrade in the same message.
paused
- One send per number per quarter.
- Never mention how long they've been gone.
- A complaint about a past order exits the flow and opens a ticket.
- Never ask for a review here — the review flow owns that.
- A negative answer never receives an upsell.