2d • General discussion
Write Down What You Never Automate
Command note: every account needs a short list of moments that stay human.
Automation usually gets built by asking what we can automate. The more useful question is what we won't — and writing that down before someone is tempted at 9pm on a deadline.
Moments that usually stay human:
• A refund, a discount, or any pricing exception
• A complaint, or a reply to a bad review
• A cancellation, or a save attempt on a leaving client
• Anything involving illness, loss, or bad news
• The first message after a deal is signed
The list is short. It is also the part of the account clients remember.
Do this today, on one account:
1) List every outbound moment — messages, notifications, status changes.
2) Mark each one automated, drafted-then-approved, or human-only.
3) Write the human-only list where the team reads it, not in your head.
4) For each human-only item, name who handles it and how fast.
5) Check that no published workflow currently sends one of them.
This is not a limit on automation. It is what makes the rest of it safe to run at volume — you stop auditing everything because you already know which moments were never in scope.
An automation that handles a complaint on your behalf is not saving time. It is spending trust you did not budget.
Decide what stays human while it is still cheap to decide.
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Write Down What You Never Automate
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