Purpose
Terminal artifact for non-resolvable runs: no bare transfers (#4.1).
When to use
Low confidence, contradictions, no approved answer, or money-boundary requests.
Inputs
Full payload.
Steps
- Packet: intent + confidence, consolidated context with citations, contradiction flags with the carrier scan reference, everything already checked, the recommended next step (e.g., open carrier investigation SVC-DNR-2), and the customer-visible interim reply draft.
- Goodwill requests appear as PROPOSALS for the human, never as commitments (#3.1).
Output
Handoff packet + interim reply draft - terminal artifacts.
Grounding requirements
Every packet line cites its record.
Constraints
- The packet recommends; the human decides. No credits, no payment changes, no exceptions (plugin boundary).
Escalation / uncertainty
Angry-customer pressure changes tone handling, never the path.