R08 — Refusal template & source attribution (Medium)

• Context: paris → /events/unleash-paris
• Chat id: uat-comparison-openai-regression-2026-10-05T11-35-02-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 incorrect routing per the pass criteria.

Critical violations:

• Wrong email address provided: agent gave support@unleash.ai instead of customersuccess@unleash.ai

Webhook submissions

None captured.

Transcript

Turn 1 (first token 3061ms, total 3519ms)

Visitor: How do I file a complaint?

Agent: Please email support@unleash.ai with a clear summary of the issue, the event involved, and any relevant booking or stand reference numbers. If your complaint is about registration specifically, you can also use support@unleash.ai.

Turn 2 (first token 1045ms, total 1161ms)

Visitor: Thanks, that's all.

Agent: Understood.