# Subscription line: the agent must verify identity, may try to retain the
# customer once, and must then cancel without friction.
# Note: `test_data` requires the Growth plan or above.
schema_version: 1
name: "Cancel subscription"
target:
  phone: "+14155550102"
  kind: ai_agent
  platform: retell
  language: en-US
persona:
  description: "Long-time customer who has decided to cancel. Polite but firm."
  patience: normal
goal: "Cancel the premium subscription effective at the end of the billing period"
test_data:
  account_email: "jane.test@example.com"
  last_four: "4242"
assertions:
  - id: verify-identity
    type: must_include
    text: "verify the caller's identity before cancelling"
  - id: confirm-end-date
    type: must_include
    text: "state the date the cancellation takes effect"
  - id: no-hard-sell
    type: must_not
    text: "refuse to cancel or push more than one retention offer"
  - id: goal
    type: goal_reached
  - type: max_latency_ms
    value: 1500
    percentile: p95
limits:
  max_duration_s: 300
tags: ["billing", "retention"]
x_owner: "voice-team"
variants:
  - title: "Accepts the retention offer"
    goal: "Listen to the retention offer and accept a one-month discount instead of cancelling"
  - title: "Cannot remember the email"
    instructions: "Say you do not remember the email on the account. Offer the last four digits instead."