ai-enabled-hr-talent-automation

Exception Handling Playbook

Title: Exception Handling Playbook Version: 1.0 Owner: [TENANT_CONFIGURATION_REQUIRED — HR Operations] Status: Draft Last reviewed: 2026-09-07 Next review: [TENANT_CONFIGURATION_REQUIRED] Reviewers: HR Operations, Security, Compliance

Purpose and scope

Defines how the platform handles exceptions to the normal workflow: stalled approvals, expired offers, failed integrations, duplicate candidates, ambiguous AI extraction, and discrepancy exceptions. Complements sla-escalation-rules.md (timing) and incident-response-runbook.md (security incidents).

Exception catalog

Exception Detection Immediate system action Human action required
Duplicate candidate detected on CV upload Dedup rule match ≥ configurable threshold Flag as “possible duplicate,” do not auto-merge Recruiter confirms merge or keeps separate
Low-confidence CV field extraction Extraction confidence < configurable threshold Route to manual review queue Recruiter corrects fields before candidate enters matching pool
AI match score below mandatory threshold for all candidates Matching run completes with 0 qualifying candidates Notify recruiter; suggest broadening JD criteria (never lowers mandatory criteria automatically) Recruiter/Hiring Manager decides next step
Offer expires unaccepted SLA timer Auto-transition to Expired, notify recruiter Recruiter decides whether to re-offer or close
Green Form link expires SLA timer Deactivate link HR Operations decides whether to reissue
Discrepancy re-upload cycles exceed configured max Cycle counter Auto-escalate to HR Approver HR Approver decides: extend, grant exception, or close candidate
Discrepancy exception requested HR Operations flags Draft rationale (AI-assisted) held for approval HR Approver approves/rejects exception — never automatic
MCP tool/integration failure (e.g., calendar unavailable) Circuit breaker trips Retry per policy, then queue to dead-letter Recruiter notified to schedule manually if breaker stays open beyond threshold
Downstream integration failure post-employee-creation Event delivery failure Retry with backoff, then dead-letter + alert Integration engineer investigates; Employee ID record is unaffected (already committed)
Suspected prompt injection in CV/JD/feedback content Guardrail pipeline flag Quarantine content, do not pass to downstream model calls Security/compliance reviewer investigates per prompt-injection-defense.md
Cross-tenant data access attempt ABAC/tenant-isolation check failure Deny request, log security event Security reviewer investigates

General principles

  1. No exception path may bypass a mandatory approval gate defined in human-approval-matrix.md.
  2. Every exception is logged with enough context for audit (see audit-log-specification.md) without including raw PII/documents in the exception log entry itself.
  3. Automatic actions on exceptions are limited to: retries, timers/expirations, routing/queuing, and notifications — never approvals, rejections, or data merges.
  4. Exception thresholds (confidence levels, retry counts, max cycles) are configurable defaults, tenant-overridable, and must start conservative.

Change control

Version Date Author Change
1.0 2026-09-07 Documentation package generation Initial creation