Your AI chatbot quoted a refund policy that does not exist. Now you have to honor it.

policies:
  # Tiered refund authorization
  - name: "Auto-approve small refunds"
    match:
      tool: "process_refund"
      arguments:
        amount: { "$lte": 50 }
        account_status: "good_standing"
    action: allow

  - name: "Approve medium refunds"
    match:
      tool: "process_refund"
      arguments:
        amount: { "$gt": 50, "$lte": 500 }
    action: require_approval
    approval:
      timeout_minutes: 30
      channels: [approval_channel]

  - name: "Block high-value refunds"
    match:
      tool: "process_refund"
      arguments:
        amount: { "$gt": 500 }
    action: deny
    response:
      error: "Refunds over $500 require manager processing"

  - name: "Block refunds on flagged accounts"
    match:
      tool: "process_refund"
      arguments:
        account_status: "flagged"
    action: deny
    response:
      error: "Flagged accounts require manual refund processing"

  # Escalation rules
  - name: "Escalate legal mentions"
    match:
      tool: ["send_response", "close_ticket"]
      arguments:
        message: "(?i)(legal|lawsuit|attorney|sue|court)"
    action: deny
    escalate_to: "human_support"
    response:
      error: "Escalating to human agent: legal mention detected"

  # Response validation
  - name: "Block fabricated policies"
    match:
      tool: "send_response"
      arguments:
        content: "(?i)(refund policy|bereavement discount|legal commitment|price match)"
    action: require_approval
    approval:
      reason: "Response contains policy commitment requiring review"

  # PII redaction
  - name: "Redact sensitive data in responses"
    match:
      tool: "send_response"
    transform:
      redact_patterns:
        - pattern: "\d{4}[ -]?\d{4}[ -]?\d{4}[ -]?\d{4}"
          replacement: "[CARD REDACTED]"
        - pattern: "\d{3}-\d{2}-\d{4}"
          replacement: "[SSN REDACTED]"

  # Block unauthorized discount codes
  - name: "Block unauthorized discounts"
    match:
      tool: "send_response"
      arguments:
        content: "(?i)(DISCOUNT|VIPCODE|FRIENDS50|PROMO)"
    action: deny
    response:
      error: "Discount codes must be from the approved list"