The operational decision
Limit operational changes to the roles the firm has authorized. Operational delegation should be explicit: staff and software need to know which actions are permitted and which require firm review. A smooth workflow is not a substitute for that approval record.
Prepare the workflow
Separate content editing, routing changes, billing decisions and matter decisions; review access when staff responsibilities change.
Example wording for approval
“The example operator may correct an approved public contact detail but may not add legal-advice prompts or alter the firm's acceptance process.”
Worked example
A fictional operations user can update public office hours but should not alter intake scope or representation notices. Test both an allowed edit and an attempted restricted change. The second should be rejected or routed to the responsible approver. Review the audit record so staff can see what was requested and who decided. Permission design should follow actual firm roles; giving every team member full administrative access because it is convenient undermines the approval workflow the scripts depend on.
Handoff record
Record these task-specific fields: role, permitted change, approval dependency, review date.
Acceptance check
Attempt an out-of-role change in a test. It should be rejected or routed for approval, with the intended scope visible to the reviewer.
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