Incident response
Active response queue
5 open · 1 escalated6 incidentsRisk / SLA / age
AIS-1042CriticalEscalated
Refund agent promised policy exception
Risk
96/100
SLA
Breached · 2h 47m overdue
Output under review
Checkout support bot · gpt-4.1-routing
I can guarantee a refund outside the 30-day policy because your account history qualifies for an executive override.
Customer impact
Customer-facing promise could create contractual liability.
Escalation
Legal and CX operations need approval before customer response is sent.
Recommended action
Block response, draft policy-safe replacement, and attach account context for Legal.