Operate and Improve
Once an Agent is live, the work moves between four operating decisions:
- Observe what users actually experienced.
- Handle conversations, forms, and handoffs that need action now.
- Preserve important new judgment as cases.
- Verify focused changes before publishing another version.
Start with the active queue
Open Conversations and handle items marked Needs human reply before general quality review. Use AI draft when it helps, but keep a person responsible for the final content and delivery decision.
Keep the operating surfaces connected
| Surface | Decision it supports |
|---|---|
| Conversations | What happened, what needs a reply, and what should become a case |
| Customers | Who can access the experience and which customer-Agent pairs are in human mode |
| Form Submissions | Which structured requests need follow-up |
| Payments | Which payment requests need reconciliation, a status check, or an internal note |
| Workspace Notifications | Where operators should receive handoff and submission signals |
| Dashboard | Which queues and recent activity need attention |
| Evaluations and Improvements | Whether a focused change is safe to publish |
Decide who owns each part
| When this happens | First owner | What that person can decide or do | Escalate when |
|---|---|---|---|
| A user needs an immediate reply inside an approved scope | Operator | Clarify, reply, use human mode, and record the outcome | The answer requires a new expert judgment, risky commitment, or access to restricted information |
| Text or an attached action is not fully delivered | Operator | Check both delivery statuses, avoid a duplicate reply, and record the error | The Channel, credentials, configuration, or repeated delivery failures need an admin |
| The same behavior problem could happen again | Operator | Use Add Case and describe the observed impact |
An expert or owner must define the acceptable result or a new boundary |
| A changed Agent appears ready to release | Release reviewer | Confirm the affected cases, must-pass set, and known limitations | Evidence is incomplete or the release changes the approved scope; a workspace admin or organization owner performs the publish action |
| Access, Channel health, or exposure is wrong | Admin | Restrict access, inspect the Channel, update notifications, or unpublish the Channel | The business scope, user commitment, or acceptable risk must change |
One person may cover several roles, but the decision still needs a named owner.
Before enabling human handoff, define the queue owner, response target, and escalation contact. Codeer does not impose one universal response time. If the team cannot meet its chosen target, narrow the pilot, improve notifications, or keep that situation outside the Agent's supported scope.