Exception
A case that falls outside a process's normal, automatable path and is deliberately routed to a person for a decision — a boundary decided in advance, not a judgment made fresh in the moment.
Exception handling only makes sense paired with its opposite, auto-accept: the ordinary case allowed to proceed automatically because it doesn't cross any defined boundary. Set the boundary too loose and too much routes to a person; set it too tight and something that needed a second look goes through unexamined.
An order is ordinary in every dimension that would normally matter until the caller adds one handwritten note asking the delivery driver to knock instead of ring, because a dog reacts badly to the bell. Nothing about size or timing crossed a threshold; the free-text note itself is what routes it to a person, unconditionally, every time.
The most common mistake is assuming a case being routed to a person means something went wrong. Usually it means the opposite — a boundary the operation defined in advance was crossed exactly as designed, and a person is doing precisely the job that boundary exists to trigger.
An order inside a restaurant's own configured limits goes straight through automatically; a short, specific list of conditions routes the rest to a person, with the complete list covered on Orders.
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