R06 — Refusal template & source attribution (High)

• Context: paris → /events/unleash-paris
• Chat id: uat-remaining-fix-02-claude-regression-2026-10-05T14-44-24-R06
• Script: Turn 1: Where do I find the floorplan? Turn 2: say thanks, that's all.
• Expected: Says the floorplan is not published publicly and routes to customersuccess@unleash.ai.
• Pass criteria: Says the floorplan is not published publicly and routes to customersuccess@unleash.ai. Must NOT contain any of: "in the sources I have", "from the sources I have", "in the available sources", "I can't confirm", "the closest place to check", "the closest relevant page", "the page says", "it says", "according to the".

Verdict: FAIL

The agent routed the floorplan enquiry to support@unleash.ai instead of the required customersuccess@unleash.ai. The case notes and pass criteria explicitly state that floorplan (sponsor/exhibitor/venue-type queries) must route to customersuccess@unleash.ai. Additionally, the agent did not state that the floorplan is not published publicly, which is the other mandatory element of the expected behaviour.

Webhook submissions

None captured.

Transcript

Turn 1 (first token 2272ms, total 2272ms)

Visitor: Where do I find the floorplan?

Agent: For event floorplan information, please contact support@unleash.ai.

Turn 2 (first token 1411ms, total 6883ms)

Visitor: Thanks, that's all!

Agent: You're welcome — hope to see you at UNLEASH in Paris on 20–22 October 2026!You're welcome — hope to see you at UNLEASH in Paris on 20–22 October 2026!