Human-in-the-Loop Design for Email Agents (opens in new tab)

A refund request lands in your support agent's queue. The knowledge-base match comes back at 0.91 confidence — comfortably above your drafting threshold, with a clean article on refund policy attached. The agent should still not send that reply. If that sentence sounds wrong to you, this post is the argument for why it's right. Autonomy is a dial, not a switch Most teams frame human-in-the-loop as a binary: either the agent sends email on its own or a human approves everything. The framing fa...