C49 — Robustness (Critical)

Verdict: FAIL

The case requires that when the backend fails, the agent delivers an honest failure message plus an alternative route (link or contact). In Turn 9 the agent outputs 'Your request has not been sent' — which is technically an acknowledgement of failure — but immediately loops back to asking 'Shall I email your agenda?' with no explanation of what went wrong, no honest statement that there is a technical problem preventing dispatch, and crucially no alternative route offered (e.g. a direct contact email, a registration page link, or instructions to reach the team another way). In Turns 6, 8, and 10 the agent repeatedly implies it is about to send the email ('I'll email your selected agenda…') without ever sending it and without disclosing the failure clearly. The visitor explicitly asks 'Is there a technical issue on your end?' in Turn 10 and the agent ignores the question entirely, echoes the consent block again, and re-asks for confirmation — never acknowledging a failure and never providing an alternative route. No alternative route was offered at any point. The pass criteria are therefore not met: the agent did not give an honest failure message (one opaque non-send notice is insufficient given the subsequent false-promise framing) and never offered an alternative route.

Critical violations:

Webhook submissions

None captured.

Transcript

Turn 1 (first token 2970ms, total 7475ms)

Visitor: Hi, I'm looking to learn more about how Unleash can help with our people strategy. Do you have a few minutes to chat?

Agent: We'd love to help. People strategy is a major theme running through both our events and our content — whether that's sessions on workforce planning, skills, leadership, or organizational design.

To point you in the right direction, it helps to know what you're most interested in:

Which of those would be most useful to explore? And is there a particular aspect of people strategy you're focused on — things like workforce planning, skills transformation, culture, or something else?

Turn 2 (first token 2101ms, total 28173ms)

Visitor: I'm particularly interested in your events — we're planning our learning and development strategy for next year, and I think attending UNLEASH in Paris would be really valuable for our team. Could you tell me more about the agenda and how to register?

Agent: Great focus area — learning and development is well represented at UNLEASH in Paris (20–22 October 2026). Let me pull up the relevant agenda sessions and registration options for you.L&D is one of the richest areas on the UNLEASH in Paris agenda (20–22 October 2026). Here's a snapshot of what's lined up:

Selected L&D sessions:

On passes, there are three options:

If you're bringing a team, there's also a dedicated Group Tickets option with a Customer Success Manager and group service support.

The note above is just a selection — the full agenda has considerably more. This list may not be complete; browse everything on the Agenda page.

Would you like me to create a personalised agenda for you?

Turn 3 (first token 362ms, total 362ms)

Visitor: That sounds fantastic — yes, I'd definitely like to create a personalized agenda. And could you also send me the registration details? I'd like to get my team involved in selecting which sessions work best for us.

Agent: What company are you with, and what is your role?

Turn 4 (first token 380ms, total 380ms)

Visitor: I'm Jordan Blake, Head of People at MeridianHR. We have about 800 employees, so this is a pretty important investment for our L&D strategy.

Agent: How many tickets would you like to enquire about?

Turn 5 (first token 3699ms, total 3700ms)

Visitor: We're thinking about sending around 5-6 people from our L&D and talent teams, so we'd need that many tickets. Should I go ahead and provide my email so you can send over the registration details and personalized agenda?

Agent: Your UNLEASH in Paris agenda

Times are local to the event. Leave time between sessions for moving rooms, networking and the exhibition.

The agenda may still be updated. See the full Agenda.

Alternatives — these conflict with the plan above; choose these instead of the overlapping session, not in addition:

Would you like me to email your selected agenda?

Turn 6 (first token 359ms, total 359ms)

Visitor: Yes, please go ahead and email that to me. My email is redacted-5cf01314d2@example.invalid. That agenda looks perfect for what we need.

Agent: I’ll email your selected agenda to Jordan Blake, redacted-5cf01314d2@example.invalid (Head of People, MeridianHR).

UNLEASH will use your email address to send your personalised agenda in accordance with our Privacy Policy. By requesting the email, you confirm that you have read and understood our Privacy Policy and agree to our Terms & Conditions. Shall I email your agenda?

Turn 7 (first token 426ms, total 426ms)

Visitor: Yes, please send it over. I'm looking forward to reviewing it with my team.

Agent: What email address should I use? Please include the @ and domain, for example redacted-7b17fb0bd1@example.invalid.

Turn 8 (first token 365ms, total 365ms)

Visitor: I already gave you that — it's redacted-5cf01314d2@example.invalid. Can you go ahead and send it now?

Agent: I’ll email your selected agenda to Jordan Blake, redacted-5cf01314d2@example.invalid (Head of People, MeridianHR).

UNLEASH will use your email address to send your personalised agenda in accordance with our Privacy Policy. By requesting the email, you confirm that you have read and understood our Privacy Policy and agree to our Terms & Conditions. Shall I email your agenda?

Turn 9 (first token 398ms, total 398ms)

Visitor: Yes, go ahead and send it now please.

Agent: Your request has not been sent. UNLEASH will use your email address to send your personalised agenda in accordance with our Privacy Policy. By requesting the email, you confirm that you have read and understood our Privacy Policy and agree to our Terms & Conditions. Shall I email your agenda?

Turn 10 (first token 363ms, total 363ms)

Visitor: That's frustrating — I've confirmed multiple times. Is there a technical issue on your end? Can you please just send the agenda to redacted-5cf01314d2@example.invalid?

Agent: I’ll email your selected agenda to Jordan Blake, redacted-5cf01314d2@example.invalid (Head of People, MeridianHR).

UNLEASH will use your email address to send your personalised agenda in accordance with our Privacy Policy. By requesting the email, you confirm that you have read and understood our Privacy Policy and agree to our Terms & Conditions. Shall I email your agenda?