Where should agent action authorization live? AI support teams debate refund safety policies
witty_queen123 · reddit · 2026-09-21
Teams running AI support agents face a core engineering question: when an agent can take real actions like issuing refunds, where should the safety policy live?
The author's example policy:
- Refunds up to $100 execute automatically
- $100–$500 require human review
- Above $500 is blocked
- Customer must be verified
- Duplicate refunds must be impossible
Should this policy sit in the agent prompt, the tool, the backend, or a separate authorization service? The author is exploring whether "agent action authorization" deserves to be its own infrastructure layer and is soliciting lessons from teams that have shipped it.
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