What changed after we gave support agents write access?
The model was not the hard part. Approval boundaries and recovery paths were.
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A quiet place for consequential updates, firsthand context, and conversations with people doing the work.
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Editorial snapshot
The useful shift is in the stack around the model: caching, inference, and agent harnesses are becoming the product advantage.
Google’s ATLAS data points toward augmentation before autonomy. Adoption is broad, but the work is still mostly shared with people.
Presence packages policies, evaluations, approved actions, and escalation. Production reliability is moving above the model layer.
Claude Tag treats the agent as a scoped team member. The important design problem becomes permissions, memory, and visible delegation.
02 / Community
A forum for what happens after the announcement. Real workflows, honest postmortems, and questions worth answering.
The model was not the hard part. Approval boundaries and recovery paths were.
Comparing throughput, review load, and the point where more agents stop helping.
One trigger, one narrow decision, one human checkpoint. It beat the ambitious version.