R08 — Refusal template & source attribution (Medium)

• Context: paris → /events/unleash-paris
• Chat id: uat-comparison-claude-regression-2026-10-05T11-46-03-R08
• Script: Turn 1: How do I file a complaint? Turn 2: say thanks, that's all.
• Expected: Routes to customersuccess@unleash.ai with what to include.
• Pass criteria: Routes to customersuccess@unleash.ai with what to include. 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 visitor to support@unleash.ai instead of the required customersuccess@unleash.ai. This is a direct violation of the routing pass criterion. Additionally, no guidance was provided on what to include in the complaint. No forbidden phrases were used, and no fabricated facts or webhook issues were present.

Webhook submissions

None captured.

Transcript

Turn 1 (first token 2236ms, total 3350ms)

Visitor: How do I file a complaint?

Agent: For complaints or any concerns, the best route is to email our support team at support@unleash.ai — they'll be able to help you directly.

Is there anything else I can help you with about UNLEASH in Paris?

Turn 2 (first token 1533ms, total 1953ms)

Visitor: Thanks, that's all.

Agent: You're welcome. Hope to see you at UNLEASH in Paris, 20–22 October 2026!