Every box with a green dot is an agent that runs on its own schedule and reports to the lead above it. The lead reviews what the agent escalates, not what it does. The owner reads the Monday report and signs whatever the rules below send upstairs.
In a normal week the eleven agents handle 2,536 tasks and send 410 of them to a person. The split by team shows where the work really sits: operations, by a wide margin.
A single lead touches six agents before the invoice is paid. Each hand-off is a small, typed object the next agent can read, which is why nothing is retyped and nothing waits in an inbox.
The table is the contract. An agent decides inside its column, a human approves above a threshold, and the informed column is who gets the summary. Change the thresholds here before changing any prompt.
| Process | Agent decides | Human approves | Informed | Escalates when |
|---|---|---|---|---|
| Book a visit | Scheduler | none | Ops Lead | slot conflict |
| Send a quote | Follow-up | > $4,000 | Ops Lead | custom scope |
| Pause an ad set | Ads | > $500/day | Marketing Lead | CPL spike |
| Reply to a review | Review | 1–2 stars | Owner | legal threat |
| Offer a payment plan | Collections | > 6 months | Finance Lead | disputed invoice |
| Close the month | Books | always | Owner | unmatched > $1K |
Four situations where the agent stops and a person starts. The rules are deliberately simple so a new hire can learn them on day one.
The Follow-up Agent drafts, the Ops Lead signs. Nothing above this number leaves without a human name on it.
Any message the Intake Agent scores as angry goes to a human within 10 minutes, with the thread and a suggested reply.
The Scheduler Agent never double-books. Two requests for one slot go to the Ops Lead with both customers' history.
The Collections Agent can offer a plan, never a refund. Refunds are the Owner's call, same day.
Weekly volume per agent, counted from the logs. Capacity is not the constraint; approvals are, and the Ops Lead signs 38 quotes a week.
Every agent has one human it reports to, one thing it is allowed to decide, and one rule that sends the work back to a person. Print it, pin it, update it when an agent earns more rope.