Should AI agents ever act without human approval?

We hear both extremes. Some teams want AI that only drafts, and a human clicks send on everything. Others want full autonomy.
Where we've landed: let the AI act freely on routine work inside clear rules (book the meeting, update the CRM, send the reminder).

Anything outside the rules, like a non-standard discount or a dispute, waits for a named person. The offer stays unchanged while approval is pending.

It's a middle ground, and we keep adjusting where the line sits for each customer.
Where would you draw it? Which actions would you never let an AI take on its own?

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