Your agent connected two apps and still got it wrong — the rules live in the gaps
usehive · reddit · 2026-10-16
Using a refund workflow as an example, the author explains why a support agent wired into both the support desk and billing system still fails: business rules (refund thresholds, manager approval, human review for testimonials, escalation after two contacts) live in nobody's API — only in the team's heads. The failure happens at handoffs: the agent carries a stale snapshot from billing into the support desk, each system acts under different permission sets, and nobody verifies the refund actually landed before the customer note goes out. Connected steps are not a workflow; the rules and handoffs live in the gaps between apps.
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