Role contracts
A Role is a seat defined by its contract: purpose, results, standards, Limits, Mandates and autonomy, whoever fills it.
A Role is a seat defined by its contract: why it exists, what judges it and how much it does alone. An Agent or a Human fills it, under the same contract either way.
The parts of a contract
Every Role page renders its contract from the registry, and a Role file in your repository holds the same parts under the same keys.
| Part | Key | What it says |
|---|---|---|
| Why it exists | purpose | The seat's reason, in one sentence |
| Responsibilities | responsibilities | The standing duties, each one checkable |
| Results | results | The Metrics that judge the seat; each Metric has exactly one owning Role |
| How well | standards | Response times and quality bars |
| Processes owned | each Process's owner | The ones it is accountable for, and those it works in |
| Limits | limits | How much it may do per call or per period before an Approval |
| Mandates | mandates | The Verbs it calls without asking each time |
| Autonomy | autonomy | Its rung on the ladder, by decision class |
| Approvals | approvals | The Verbs the founder says yes to before they run |
| Schedule and Channels | schedule, channels | When it works unprompted, and where it answers |
| Also called | aliases | The founder's words for the seat, such as CFO or SDR |
| Filled by | worker | A role agent from the start, unless you seat a person |
A seat's Permissions are its Verbs and nothing else, so the contract is also the security boundary.
The support seat, annotated
The Customer Lead is the seat a founder means by "support agent". Each line of its contract does one job.
| Part | The Customer Lead | Why |
|---|---|---|
| Why it exists | Every Person who writes gets one answer, from the record, fast | Settles any trade-off between speed and thoroughness |
| Results | First response time, resolution time, agent resolution rate | The numbers its Role Review reads |
| How well | First answer within one business hour; four in five resolved without a hand-off | The bar a missed review cites |
| Limits | 500 answers a day | A runaway loop stops at a count, not at your inbox |
| Mandates | Answer Conversations and send Messages, through the Guards | It never asks before replying |
| Autonomy | supervised; full on low decisions; assist on high | Refund promises and policy exceptions wait; routine answers do not |
| Channels | Email, chat, SMS, social | Where customers reach it |
| Hands off to | Billing Specialist for refunds, Privacy Officer for data requests | Money and privacy stay with the seats that own them |
To let it refund small amounts on its own, give it a refund Limit.
Change a contract
A Startup inherits every contract from its Template. Ask for a change in a sentence, such as having the Billing Specialist call every Customer whose payment fails twice. It lands as one Change, reviewed like any other.
---
responsibilities:
- Retries failed payments on the dunning schedule.
- Calls every Customer whose payment fails twice.
handsOffTo: [customer-lead, finance-lead]
---The file lives at agents/ and holds only what differs. See the file convention for Roles.
Every seat
The chart shows every Team and its seats, and the roster lists each Role with its default agent. Each Team's lead holds the contract its other seats escalate to, and the leads escalate to the Founder.