Separate routine from sensitive.
Kai can handle known questions, approved prices and normal updates. Refunds, threats, legal claims, unusual discounts and emotional complaints should stop and reach an owner.
Send the context, not an alarm.
A handoff should include who the customer is, what happened, what Kai already said and the exact decision needed. The owner should never have to reread the whole thread.
The rule is simple: uncertainty involving money, promises or anger reaches a person.
Test the edge cases.
Use past difficult conversations to verify that every sensitive case stops before a message leaves. Kai enforces angry-customer escalation in the system, not as a suggestion.