No discounts. Nothing sent without a person.

The rules come from the brand and from a simple stance: empathy and hard calls stay human.

Brand-fit offers
Fix the problem, suggest a better-fitting plan, or offer fibre where it's available. Never a promo.
Human approval
No message reaches a customer until staff approve the exact text.
Shown reasons
Every flag lists the signs that caused it, so staff can disagree with evidence.
Upset goes to people
Angry or unclear customers get a person, not a drafted message.

The offer agent can only choose from a fixed list of allowed actions. Everything else is in the shared rules.