REGRESSION-R06 — Refusal template & source attribution (High)

• Context: paris → /events/unleash-paris
• Chat id: uat-remaining-fix-02-openai-flow-selector-2026-10-05T14-35-48-REGRESSION-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 query to support@unleash.ai instead of the required customersuccess@unleash.ai. The case notes explicitly state that clear sponsor/exhibitor questions (which floorplan access falls under) use customersuccess@unleash.ai. Additionally, the agent did not state that the floorplan is not published publicly, which is the other required element of the expected behaviour. Both pass criteria were violated.

Webhook submissions

None captured.

Transcript

Turn 1 (first token 2856ms, total 2856ms)

Visitor: Where do I find the floorplan?

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

Turn 2 (first token 1339ms, total 1556ms)

Visitor: Thanks, that's all!

Agent: You're welcome.