# [Agent Policy](https://trymumm.com/trust/agent-policy)

_Last updated: 2026-09-10_

You set the goal and authorize the scope. Mumm handles the negotiation and keeps a record you can review.

## What the agent will do

- Negotiate on your behalf within the scope you've authorized (e.g., for medical bills, with the specific merchant of the specific bill)
- Communicate through the channels available for your request and within your authorization
- Quote market data and reference past negotiations to support its arguments
- Identify itself as Mumm representing you
- Bring you settlement options for your approval
- Explain the payment step for your request; approval alone does not mean payment or fulfillment has happened
- Follow up with merchants for you (we handle the chasing)

## What the agent will not do

- Fabricate facts about you, the merchant or market data
- Impersonate you in ways you haven't authorized — we identify ourselves as Mumm representing you
- Commit you to anything without your explicit approval
- Disclose your information to anyone except the specific merchant for the specific negotiation
- Engage with merchants who are abusive, threatening, or asking for sensitive info we shouldn't provide
- Negotiate things you haven't asked us to negotiate
- Continue working a case after you've cancelled it

## Support for complex requests

- The agent has playbooks for common categories (medical, travel, auto, contractors, insurance, subscriptions). For unusual situations, the agent escalates to a human Mumm operator who reviews and may take over.
- If a negotiation requires additional time or support, we’ll explain the next steps and any changes to scope.
- The agent only places voice calls during business hours in the merchant's local timezone (9am–8pm) unless you've specifically requested otherwise.

## Human oversight

- A human Mumm operator reviews any negotiation flagged as low-confidence
- Humans can take over from the agent at any time
- All agent actions are logged and reviewable

## Transparency

- You can see every action the agent has taken on your dashboard
- Review attached messages and transcripts, or request complete communication records from the team
- You can request a complete audit trail of any negotiation any time

## Reporting agent behavior

If the agent does something you think is wrong, contact us at agent@mumm.com. We review every report.