Governed actions for support agents
Support agents should help customers quickly, but they should not issue refunds, change accounts, export data, or send sensitive messages without a control layer.
Refunds
Route refunds above threshold to finance and preserve the reason, amount, customer, and approval.
Customer emails
Require review before agents send high-impact account, legal, or outage messages.
Account changes
Gate plan changes, entitlement updates, suspension, reactivation, and ownership changes.
Data exports
Block or escalate exports that include regulated, sensitive, or broad customer data.
Example: refund approval
The agent requests a refund. Novyx evaluates amount, customer status, reason, and policy. Small refunds can auto-log; large or unusual refunds pause for a reviewer before Stripe or the ledger changes.
See the control lifecycle →FAQ
Which support-agent actions should be governed?
Govern refunds, account changes, subscription changes, customer emails, entitlement changes, data exports, and escalations that mutate internal systems.
Can low-risk support actions still move quickly?
Yes. Low-risk actions can auto-log, while high-value refunds, account changes, and sensitive customer messages route to approval.
What evidence should support teams keep?
Keep the agent request, customer record affected, approval decision, execution result, and recovery or compensation note.