cx-regulated-advice-boundarylisted

# The information / advice boundary In several regulated sectors, giving a personal recommendation is an activity you need permission for, delivered by qualified people through a defined process. Support agents usually have none of those things — and customers ask them for advice constantly, in the most natural way possible: *"what would you do?"* The boundary is genuinely hard, so agents improvise. Some become unhelpfully evasive, refusing to answer factual questions in case they stray; others cross the line trying to be kind. Both are failures, and the second is the one with a regulatory consequence. **Where exactly the line sits is a legal and compliance determination and it differs by jurisdiction, sector and product. Nothing here states it.** This finds where agents are near it, in what direction they err, and what would help. ## Get the definition before looking at anything Ask compliance for the boundary as it applies to your products, and get it as testable criteria rather than principles. Typically the distinguishing features are whether the statement is **personal to the customer's circumstances** and whether it constitutes a **recommendation to act**. General factual information about how a product works usually sits on the safe side. Without a written boundary you cannot audit against one — and if there is not one, that is the finding. Agents cannot be expected to hold a line nobody has drawn, and every subsequent conversation about individual performance is