What a Human Node can see and do

A Human Node works only in the Razviel Console, only on the tickets assigned to them, and only within the limits of your Charter. They never log into your Shopify or Gorgias. The Console acts on your accounts for them, after checking each action against your policy.

What a Human Node sees

• Their own tickets. The tickets assigned to them, and the queue of the brands they are certified on. Never another Node's tickets, never tickets the AI resolved on its own, never another brand's tickets.
• The whole conversation. Everything the AI already did with the customer, so the Node never starts from zero.
• The handover. The AI Manager, the AI beside the Node, tells the case in plain language: your store, the customer, what happened, which of your rules applies, what the AI already agreed with the customer, and why the case was passed on.

The Console opens for a Human Node only during a module they confirmed, from 15 minutes before it starts. Outside that window it does not open.

What a Human Node sees about your customer

Only what the case needs:

• the customer's name, to address them;
• their city or region, for delivery context;
• their customer segment, such as Champions, which decides which of your rules applies — not the amount they have spent;
• a short history of past cases;
• the order details needed to act on it.

The customer's email is masked. The Node can reveal it with a click when needed, and each reveal is recorded. Risk and fraud labels about a customer are never shown to a Human Node.

What a Human Node can do

The Node decides; the AI Manager writes and carries out.

• Decide. The AI Manager puts the real options in front of the Node, 2 to 4 of them, or a single one to confirm or disagree with. Every option has already passed your policy. The Node chooses and writes why, and the reason is checked against the case.
• Act. The action follows from the decision, on a card that shows the exact action and amount. The Node's click asks for it; the Policy Gate authorizes it, after checking that a policy exists for the case, that the action is allowed, that the amount is within your limit, and that the eligibility conditions are met. The action counts as done only once your Shopify or Gorgias confirms it.
• Pass it to your team. When the case is beyond what the Node can decide, the Node decides to escalate, with a reason, and the case reaches your helpdesk.

A Node cannot force an action outside your policy: the only actions available are the ones that follow from options your policy already allows.

What a Human Node sends

For each message to your customer, the AI Manager writes three drafts in the Node's voice. The drafts are already in your brand's tone. The Node chooses one, edits it, or writes their own. Before it is sent:

1. It is checked on the card. It must do what that step of the conversation needs, match the facts of the case, stay within your policy, and be in your brand's tone and in good English. A message that is offensive, untrue, or offers something outside your policy or unrelated to the case never goes out.
2. It is translated into the customer's language on Send, if the customer writes in another one.

Nothing reaches your customer without passing these checks.

What a Human Node never does

• Log into your Shopify, your Gorgias or any other account of yours.
• Approve an amount above your limit.
• Copy, export, download, photograph or screenshot your customers' data. Their agreement forbids it.
• Deal directly with your team.