response {
"request_id": "nm-demo-2026-09-m3",
"policy_version": "np-2026-08-r4",
"rendered_context": "{\"invoice_id\": \"INV-4471\", \"account_id\": \"acct-2213\", \"issued\": \"2026-07-09\", \"total_cents\": 128400, \"currency\": \"USD\", \"status\": \"paid\", \"paid_at\": \"2026-07-09T18:22:04Z\", \"payment_method\": \"visa-4242\", \"items\": [{\"sku\": \"HV-CHAIR-04\", \"qty\": 2, \"cents\": 118400}, {\"sku\": \"HV-SHIP-EXP\", \"qty\": 1, \"cents\": 10000}]}\n\nDamaged on arrival policy v3. Report damage within 7 days of delivery with photos of the item and the packaging. A replacement ships at no charge and the damaged item is collected by the carrier. Replacements do not restart the warranty period.\n\nRefund policy v4. A paid order may be refunded within 30 days of the invoice date. Refunds are issued to the original payment method and settle within 10 business days. Expedited shipping charges are refundable only when the order is refunded in full. Partial refunds are permitted on individual line items and leave shipping charges in place.\n\n{\"invoice_id\": \"INV-4468\", \"account_id\": \"acct-1180\", \"issued\": \"2026-07-08\", \"total_cents\": 84900, \"currency\": \"USD\", \"status\": \"paid\", \"paid_at\": \"2026-07-08T11:04:51Z\", \"payment_method\": \"mastercard-7710\", \"items\": [{\"sku\": \"HV-DESK-02\", \"qty\": 1, \"cents\": 79900}, {\"sku\": \"HV-SHIP-STD\", \"qty\": 1, \"cents\": 5000}]}\n\nShipping and delivery policy v2. Expedited orders ship the same business day when placed before 2pm local warehouse time. A delivery is considered late once it passes the carrier commitment date by two business days, at which point the expedited shipping charge is refunded automatically. Address changes are accepted until the carrier scans the parcel.\n\nWarranty terms v2. Office chairs carry a five year warranty on the frame and mechanism and two years on upholstery and gas lifts. Desks carry a ten year warranty on the frame. Warranty claims are opened from the order page and need the serial number from the underside label.\n\nData retention policy v7. Support transcripts are retained for 24 months and then deleted. Account records are retained for the term of the subscription plus seven years for tax purposes. Deletion requests are honoured within 30 days except where a legal hold applies. Backups roll off on a 35 day cycle.\n\n{\"shipment_id\": \"SHP-77120\", \"invoice_id\": \"INV-4471\", \"carrier\": \"Corvane Freight\", \"tracking\": \"CF889210043US\", \"service\": \"expedited\", \"commitment_date\": \"2026-07-14\", \"status\": \"in_transit\", \"last_scan\": {\"at\": \"2026-07-16T04:10:00Z\", \"location\": \"Reno NV\", \"event\": \"departed sort facility\"}}\n\n{\"shipment_id\": \"SHP-77081\", \"invoice_id\": \"INV-4468\", \"carrier\": \"Corvane Freight\", \"tracking\": \"CF889174420US\", \"service\": \"standard\", \"commitment_date\": \"2026-07-15\", \"status\": \"delivered\", \"delivered_at\": \"2026-07-13T15:42:00Z\"}\n\nGift card terms v1. Gift cards never expire and carry no fees. They can be applied to any order at checkout and combined with one promotional code. Gift card balances are not redeemable for cash except where the law requires it.\n\n{\"account_id\": \"acct-2213\", \"name\": \"Mira K.\", \"plan\": \"business\", \"since\": \"2023-02-11\", \"lifetime_cents\": 1841200, \"open_tickets\": 1, \"refunds_last_12mo\": 0}\n\nChanging a delivery address. An address can be changed from the order page until the carrier scans the parcel. After the first scan, contact the carrier directly with the tracking number; a reroute fee may apply for expedited services.\n\nHi, I paid for two chairs on invoice INV-4471 with expedited shipping and they still are not here. I do not want them anymore. Can I get my money back?\n\nI am sorry about the delay. Let me pull up invoice INV-4471 and check both the order and the shipment for you.\n\nThank you. If the refund goes through, does the expedited shipping I paid come back too?\n\nTax exemption certificates. Upload a valid certificate from the billing page; tax is removed from orders placed after the certificate is approved, usually within two business days. Certificates are reviewed yearly.\n\n{\"error\": \"upstream_timeout\", \"operation\": \"refund_preview\", \"invoice_id\": \"INV-4471\", \"attempt\": 1, \"retryable\": true}\n\nBulk order discounts. Orders of 25 or more of the same item qualify for tiered pricing that is applied automatically at checkout. Bulk orders ship on pallets and cannot use expedited service.\n\n{\"operation\": \"refund_preview\", \"invoice_id\": \"INV-4471\", \"account_id\": \"acct-2213\", \"attempt\": 2, \"refundable\": true, \"refundable_cents\": 128400, \"reason_code\": \"late_delivery\", \"result\": \"Invoice INV-4471 for account acct-2213 can still be refunded in full: the 30 day refund window closes 2026-08-08 and the refundable amount is 128400 cents, including the expedited shipping charge, under reason code late_delivery.\"}\n\n{\"name\": \"issue_refund\", \"description\": \"Refund an invoice in full or by line item to the original payment method.\", \"parameters\": {\"type\": \"object\", \"required\": [\"invoice_id\", \"amount_cents\", \"reason\"], \"properties\": {\"invoice_id\": {\"type\": \"string\"}, \"amount_cents\": {\"type\": \"integer\"}, \"reason\": {\"type\": \"string\", \"enum\": [\"late_delivery\", \"damaged\", \"customer_request\", \"duplicate\"]}, \"line_items\": {\"type\": \"array\", \"items\": {\"type\": \"string\"}}}}}\n\nDownloading an invoice PDF. Every paid order has a PDF invoice on the order page. Business workspaces can also pull invoices through the billing API or have them emailed monthly to a finance address.\n\n{\"account_id\": \"acct-1180\", \"name\": \"Theo R.\", \"plan\": \"starter\", \"since\": \"2025-10-02\", \"lifetime_cents\": 84900, \"open_tickets\": 0, \"refunds_last_12mo\": 0}\n\nLoyalty points. Business workspaces earn one point per dollar on paid orders. Points post 14 days after delivery and can be applied to future orders. Refunded orders forfeit the points they earned.\n\nWarehouse notice, July 15. The Reno sort facility is running about a day behind after the July 14 storm. Expedited parcels routed through Reno may miss their commitment date this week; the carrier has been notified.\n\n{\"sku\": \"HV-CHAIR-04\", \"name\": \"Halverden task chair\", \"price_cents\": 59200, \"in_stock\": true, \"lead_time_days\": 3, \"weight_kg\": 14.2}\n\nPrice match policy v1. We match a lower advertised price from an authorised retailer within 14 days of purchase. The difference is issued as store credit. Clearance and bundle prices are excluded.\n\n{\"carrier\": \"Corvane Freight\", \"service_alerts\": [{\"region\": \"NV\", \"message\": \"sort facility delays of 24 to 48 hours\", \"since\": \"2026-07-15\"}]}\n\nCancelling an order before it ships. Orders can be cancelled from the order page until the warehouse picks them, usually within two hours of placing the order. Cancelled orders are not charged.\n\n{\"account_id\": \"acct-2213\", \"open_tickets\": [{\"id\": \"TCK-9031\", \"subject\": \"Chairs not delivered yet\", \"opened\": \"2026-07-17\", \"channel\": \"chat\"}]}\n\nReturns for unwanted items v5. Unopened items may be returned within 30 days of delivery. Return shipping is deducted from the amount returned unless the delivery was late or the item arrived damaged.\n\nBusiness workspace plans. Business workspaces get consolidated monthly invoicing, purchase order support and a dedicated account contact. Enterprise adds SSO enforcement, SCIM provisioning and custom payment terms.\n\nSSO and SCIM provisioning guide, revision 12.\n\nHalverden Supply supports SAML 2.0 single sign-on for Business and Enterprise workspaces. An identity provider is configured once per workspace by an owner. Any identity provider that can emit a signed SAML assertion with a persistent NameID is supported, including the widely used commercial and open source providers.\n\nTo begin, open Workspace settings, then Authentication, then Single sign-on. Copy the Assertion Consumer Service URL and the Service Provider Entity ID into your identity provider. The ACS URL is workspace specific and is regenerated whenever a workspace is renamed, so a rename requires a matching update on the provider side or sign-in will fail with a mismatched audience error.\n\nAttribute mapping. The assertion must carry an email attribute. Optional attributes are first_name, last_name, department, employee_id and manager_email. Attributes are read on every sign-in, so a change in the directory is reflected in the workspace on the next login rather than immediately.\n\nSCIM provisioning is available on Enterprise workspaces. A SCIM token is minted from the same Authentication panel and is shown once. The SCIM endpoint supports Users and Groups, create, update, patch and deactivate. Deactivation removes workspace access and retains the audit trail. Deletion through SCIM is treated as deactivation.\n\nGroup to role mapping. A group named workspace-admins grants the Admin role. A group named workspace-billing grants the Billing role. Unmapped groups are synchronised but grant nothing. Role changes take effect on the next sign-in.\n\nEnforcement. Once SSO enforcement is on, password sign-in is disabled for every member except break glass owners. At least one break glass owner must remain, and the system refuses to enforce SSO if enabling it would lock every owner out. Break glass owners are required to hold a second factor.\n\nTroubleshooting. A signature validation failure usually means the certificate was rotated at the provider without being updated here. An audience mismatch usually follows a workspace rename. A NameID mismatch means the provider is emitting a transient identifier where a persistent one is required. A loop between the provider and the workspace generally means clock skew above five minutes on the provider host.\n\nCertificate rotation. Provider certificates are pinned by fingerprint. Two certificates may be active at once so a rotation can be staged. Remove the retired certificate only after every member has signed in against the new one.\n\nSession length. Default session length is thirty days on trusted devices and twelve hours otherwise. Enterprise workspaces may set session length between one hour and thirty days. Shortening a session length does not revoke sessions already issued. Use Revoke all sessions for that.\n\nAudit. Every sign-in, provisioning event and role change writes an audit record with actor, target, source address and result. Audit records are exportable as CSV or JSON from the Audit panel and are also available through the audit API. Records are retained for the term of the subscription.\n\nKnown limits. Nested groups are flattened. Multi valued department attributes take the first value. A member who belongs to two role granting groups receives the higher role. Just in time provisioning creates members but never deletes them.",
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{
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"title": "get_invoice(INV-4471)",
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"reason": "full context fallback",
"excerpt": "{\"invoice_id\": \"INV-4471\", \"account_id\": \"acct-2213\", \"issued\": \"2026-07-09\", \"total_cents\": 128400, \"currency\": \"USD\", \"status\": \"paid\", \"paid_at\": \"2026-07-09T18:22:04Z\", \"payment_method\": \"visa-4242\", \"items\": [{\"sku\": \"HV-CHAIR-04\", \"qty\": 2, \"cents\": 118400}, {\"sku\": \"HV-SHIP-EXP\", \"qty\": 1, \"cents\": 10000}]}",
"excerpt_format": "plain",
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},
{
"record_id": "r-kb-damaged",
"kind": "external_data",
"title": "Damaged on arrival policy v3",
"source": "handbook",
"score": 2.8066168985178885,
"reason": "full context fallback",
"excerpt": "Damaged on arrival policy v3. Report damage within 7 days of delivery with photos of the item and the packaging. A replacement ships at no charge and the damaged item is collected by the carrier. Replacements do not restart the warranty period.",
"excerpt_format": "plain",
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},
{
"record_id": "r-refund-policy",
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"title": "Refund policy v4",
"source": "handbook",
"score": 12.447427511275645,
"reason": "full context fallback",
"excerpt": "Refund policy v4. A paid order may be refunded within 30 days of the invoice date. Refunds are issued to the original payment method and settle within 10 business days. Expedited shipping charges are refundable only when the order is refunded in full. Partial refunds are permitted on individual line items and leave shipping charges in place.",
"excerpt_format": "plain",
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},
{
"record_id": "r-other-invoice",
"kind": "tool_result",
"title": "get_invoice(INV-4468)",
"source": "billing-api",
"score": 0,
"reason": "full context fallback",
"excerpt": "{\"invoice_id\": \"INV-4468\", \"account_id\": \"acct-1180\", \"issued\": \"2026-07-08\", \"total_cents\": 84900, \"currency\": \"USD\", \"status\": \"paid\", \"paid_at\": \"2026-07-08T11:04:51Z\", \"payment_method\": \"mastercard-7710\", \"items\": [{\"sku\": \"HV-DESK-02\", \"qty\": 1, \"cents\": 79900}, {\"sku\": \"HV-SHIP-STD\", \"qty\": 1, \"cents\": 5000}]}",
"excerpt_format": "plain",
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},
{
"record_id": "r-shipping-policy",
"kind": "external_data",
"title": "Shipping and delivery policy v2",
"source": "handbook",
"score": 2.784116898517888,
"reason": "full context fallback",
"excerpt": "Shipping and delivery policy v2. Expedited orders ship the same business day when placed before 2pm local warehouse time. A delivery is considered late once it passes the carrier commitment date by two business days, at which point the expedited shipping charge is refunded automatically. Address changes are accepted until the carrier scans the parcel.",
"excerpt_format": "plain",
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},
{
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"kind": "external_data",
"title": "Warranty terms v2",
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"excerpt": "Warranty terms v2. Office chairs carry a five year warranty on the frame and mechanism and two years on upholstery and gas lifts. Desks carry a ten year warranty on the frame. Warranty claims are opened from the order page and need the serial number from the underside label.",
"excerpt_format": "plain",
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},
{
"record_id": "r-privacy-policy",
"kind": "external_data",
"title": "Data retention policy v7",
"source": "handbook",
"score": 10.203613082994739,
"reason": "full context fallback",
"excerpt": "Data retention policy v7. Support transcripts are retained for 24 months and then deleted. Account records are retained for the term of the subscription plus seven years for tax purposes. Deletion requests are honoured within 30 days except where a legal hold applies. Backups roll off on a 35 day cycle.",
"excerpt_format": "plain",
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},
{
"record_id": "r-shipment",
"kind": "tool_result",
"title": "get_shipment(SHP-77120)",
"source": "logistics-api",
"score": 5.461430745744501,
"reason": "full context fallback",
"excerpt": "{\"shipment_id\": \"SHP-77120\", \"invoice_id\": \"INV-4471\", \"carrier\": \"Corvane Freight\", \"tracking\": \"CF889210043US\", \"service\": \"expedited\", \"commitment_date\": \"2026-07-14\", \"status\": \"in_transit\", \"last_scan\": {\"at\": \"2026-07-16T04:10:00Z\", \"location\": \"Reno NV\", \"event\": \"departed sort facility\"}}",
"excerpt_format": "plain",
"selected_tokens": 107
},
{
"record_id": "r-other-shipment",
"kind": "tool_result",
"title": "get_shipment(SHP-77081)",
"source": "logistics-api",
"score": 0,
"reason": "full context fallback",
"excerpt": "{\"shipment_id\": \"SHP-77081\", \"invoice_id\": \"INV-4468\", \"carrier\": \"Corvane Freight\", \"tracking\": \"CF889174420US\", \"service\": \"standard\", \"commitment_date\": \"2026-07-15\", \"status\": \"delivered\", \"delivered_at\": \"2026-07-13T15:42:00Z\"}",
"excerpt_format": "plain",
"selected_tokens": 82
},
{
"record_id": "r-kb-gift-cards",
"kind": "external_data",
"title": "Gift card terms v1",
"source": "handbook",
"score": 7.227016251637867,
"reason": "full context fallback",
"excerpt": "Gift card terms v1. Gift cards never expire and carry no fees. They can be applied to any order at checkout and combined with one promotional code. Gift card balances are not redeemable for cash except where the law requires it.",
"excerpt_format": "plain",
"selected_tokens": 57
},
{
"record_id": "r-account",
"kind": "tool_result",
"title": "get_account(acct-2213)",
"source": "billing-api",
"score": 5.837902982365713,
"reason": "full context fallback",
"excerpt": "{\"account_id\": \"acct-2213\", \"name\": \"Mira K.\", \"plan\": \"business\", \"since\": \"2023-02-11\", \"lifetime_cents\": 1841200, \"open_tickets\": 1, \"refunds_last_12mo\": 0}",
"excerpt_format": "plain",
"selected_tokens": 59
},
{
"record_id": "r-kb-address",
"kind": "external_data",
"title": "Changing a delivery address",
"source": "knowledge-base",
"score": 7.668015670583571,
"reason": "full context fallback",
"excerpt": "Changing a delivery address. An address can be changed from the order page until the carrier scans the parcel. After the first scan, contact the carrier directly with the tracking number; a reroute fee may apply for expedited services.",
"excerpt_format": "plain",
"selected_tokens": 58
},
{
"record_id": "r-turn-1",
"kind": "user_input",
"title": "Customer, message 1",
"source": "chat",
"score": 65.43995127285388,
"reason": "full context fallback",
"excerpt": "Hi, I paid for two chairs on invoice INV-4471 with expedited shipping and they still are not here. I do not want them anymore. Can I get my money back?",
"excerpt_format": "plain",
"selected_tokens": 37
},
{
"record_id": "r-turn-2",
"kind": "llm_response",
"title": "Agent, message 1",
"source": "chat",
"score": 14.235428040803818,
"reason": "full context fallback",
"excerpt": "I am sorry about the delay. Let me pull up invoice INV-4471 and check both the order and the shipment for you.",
"excerpt_format": "plain",
"selected_tokens": 27
},
{
"record_id": "r-turn-3",
"kind": "user_input",
"title": "Customer, message 2",
"source": "chat",
"score": 42.37956193946504,
"reason": "full context fallback",
"excerpt": "Thank you. If the refund goes through, does the expedited shipping I paid come back too?",
"excerpt_format": "plain",
"selected_tokens": 22
},
{
"record_id": "r-kb-tax",
"kind": "external_data",
"title": "Tax exemption certificates",
"source": "knowledge-base",
"score": 0,
"reason": "full context fallback",
"excerpt": "Tax exemption certificates. Upload a valid certificate from the billing page; tax is removed from orders placed after the certificate is approved, usually within two business days. Certificates are reviewed yearly.",
"excerpt_format": "plain",
"selected_tokens": 53
},
{
"record_id": "r-payment-error",
"kind": "error",
"title": "gateway timeout on refund preview",
"source": "payments-api",
"score": 17.518097412411166,
"reason": "full context fallback",
"excerpt": "{\"error\": \"upstream_timeout\", \"operation\": \"refund_preview\", \"invoice_id\": \"INV-4471\", \"attempt\": 1, \"retryable\": true}",
"excerpt_format": "plain",
"selected_tokens": 39
},
{
"record_id": "r-kb-bulk",
"kind": "external_data",
"title": "Bulk order discounts",
"source": "knowledge-base",
"score": 5.117566549314816,
"reason": "full context fallback",
"excerpt": "Bulk order discounts. Orders of 25 or more of the same item qualify for tiered pricing that is applied automatically at checkout. Bulk orders ship on pallets and cannot use expedited service.",
"excerpt_format": "plain",
"selected_tokens": 47
},
{
"record_id": "r-refund-preview",
"kind": "tool_result",
"title": "refund_preview(INV-4471), attempt 2",
"source": "payments-api",
"score": 31.23293515126317,
"reason": "full context fallback",
"excerpt": "{\"operation\": \"refund_preview\", \"invoice_id\": \"INV-4471\", \"account_id\": \"acct-2213\", \"attempt\": 2, \"refundable\": true, \"refundable_cents\": 128400, \"reason_code\": \"late_delivery\", \"result\": \"Invoice INV-4471 for account acct-2213 can still be refunded in full: the 30 day refund window closes 2026-08-08 and the refundable amount is 128400 cents, including the expedited shipping charge, under reason code late_delivery.\"}",
"excerpt_format": "plain",
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},
{
"record_id": "r-refund-schema",
"kind": "tool_schema",
"title": "issue_refund",
"source": "tools",
"score": 5.416430745744501,
"reason": "full context fallback",
"excerpt": "{\"name\": \"issue_refund\", \"description\": \"Refund an invoice in full or by line item to the original payment method.\", \"parameters\": {\"type\": \"object\", \"required\": [\"invoice_id\", \"amount_cents\", \"reason\"], \"properties\": {\"invoice_id\": {\"type\": \"string\"}, \"amount_cents\": {\"type\": \"integer\"}, \"reason\": {\"type\": \"string\", \"enum\": [\"late_delivery\", \"damaged\", \"customer_request\", \"duplicate\"]}, \"line_items\": {\"type\": \"array\", \"items\": {\"type\": \"string\"}}}}}",
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},
{
"record_id": "r-kb-invoice-pdf",
"kind": "external_data",
"title": "Downloading an invoice PDF",
"source": "knowledge-base",
"score": 9.926830098864478,
"reason": "full context fallback",
"excerpt": "Downloading an invoice PDF. Every paid order has a PDF invoice on the order page. Business workspaces can also pull invoices through the billing API or have them emailed monthly to a finance address.",
"excerpt_format": "plain",
"selected_tokens": 49
},
{
"record_id": "r-other-account",
"kind": "tool_result",
"title": "get_account(acct-1180)",
"source": "billing-api",
"score": 0,
"reason": "full context fallback",
"excerpt": "{\"account_id\": \"acct-1180\", \"name\": \"Theo R.\", \"plan\": \"starter\", \"since\": \"2025-10-02\", \"lifetime_cents\": 84900, \"open_tickets\": 0, \"refunds_last_12mo\": 0}",
"excerpt_format": "plain",
"selected_tokens": 59
},
{
"record_id": "r-kb-loyalty",
"kind": "external_data",
"title": "Loyalty points",
"source": "knowledge-base",
"score": 12.343896118651122,
"reason": "full context fallback",
"excerpt": "Loyalty points. Business workspaces earn one point per dollar on paid orders. Points post 14 days after delivery and can be applied to future orders. Refunded orders forfeit the points they earned.",
"excerpt_format": "plain",
"selected_tokens": 49
},
{
"record_id": "r-warehouse-notice",
"kind": "external_data",
"title": "Warehouse notice, July 15",
"source": "ops-updates",
"score": 0,
"reason": "full context fallback",
"excerpt": "Warehouse notice, July 15. The Reno sort facility is running about a day behind after the July 14 storm. Expedited parcels routed through Reno may miss their commitment date this week; the carrier has been notified.",
"excerpt_format": "plain",
"selected_tokens": 53
},
{
"record_id": "r-catalog-chair",
"kind": "tool_result",
"title": "get_catalog_item(HV-CHAIR-04)",
"source": "catalog-api",
"score": 0,
"reason": "full context fallback",
"excerpt": "{\"sku\": \"HV-CHAIR-04\", \"name\": \"Halverden task chair\", \"price_cents\": 59200, \"in_stock\": true, \"lead_time_days\": 3, \"weight_kg\": 14.2}",
"excerpt_format": "plain",
"selected_tokens": 49
},
{
"record_id": "r-kb-price-match",
"kind": "external_data",
"title": "Price match policy v1",
"source": "handbook",
"score": 2.8166168985178883,
"reason": "full context fallback",
"excerpt": "Price match policy v1. We match a lower advertised price from an authorised retailer within 14 days of purchase. The difference is issued as store credit. Clearance and bundle prices are excluded.",
"excerpt_format": "plain",
"selected_tokens": 49
},
{
"record_id": "r-carrier-alerts",
"kind": "tool_result",
"title": "get_carrier_alerts(Corvane Freight)",
"source": "logistics-api",
"score": 0,
"reason": "full context fallback",
"excerpt": "{\"carrier\": \"Corvane Freight\", \"service_alerts\": [{\"region\": \"NV\", \"message\": \"sort facility delays of 24 to 48 hours\", \"since\": \"2026-07-15\"}]}",
"excerpt_format": "plain",
"selected_tokens": 53
},
{
"record_id": "r-kb-cancel",
"kind": "external_data",
"title": "Cancelling an order before it ships",
"source": "knowledge-base",
"score": 5.3770660197866444,
"reason": "full context fallback",
"excerpt": "Cancelling an order before it ships. Orders can be cancelled from the order page until the warehouse picks them, usually within two hours of placing the order. Cancelled orders are not charged.",
"excerpt_format": "plain",
"selected_tokens": 48
},
{
"record_id": "r-open-tickets",
"kind": "tool_result",
"title": "get_open_tickets(acct-2213)",
"source": "support-api",
"score": 5.8370696490323795,
"reason": "full context fallback",
"excerpt": "{\"account_id\": \"acct-2213\", \"open_tickets\": [{\"id\": \"TCK-9031\", \"subject\": \"Chairs not delivered yet\", \"opened\": \"2026-07-17\", \"channel\": \"chat\"}]}",
"excerpt_format": "plain",
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},
{
"record_id": "r-kb-returns",
"kind": "external_data",
"title": "Returns for unwanted items v5",
"source": "handbook",
"score": 3.257616317463594,
"reason": "full context fallback",
"excerpt": "Returns for unwanted items v5. Unopened items may be returned within 30 days of delivery. Return shipping is deducted from the amount returned unless the delivery was late or the item arrived damaged.",
"excerpt_format": "plain",
"selected_tokens": 50
},
{
"record_id": "r-kb-plans",
"kind": "external_data",
"title": "Business workspace plans",
"source": "knowledge-base",
"score": 7.923496765531144,
"reason": "full context fallback",
"excerpt": "Business workspace plans. Business workspaces get consolidated monthly invoicing, purchase order support and a dedicated account contact. Enterprise adds SSO enforcement, SCIM provisioning and custom payment terms.",
"excerpt_format": "plain",
"selected_tokens": 53
},
{
"record_id": "r-kb-sso",
"kind": "external_data",
"title": "SSO and SCIM provisioning guide, revision 12",
"source": "knowledge-base",
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"excerpt": "SSO and SCIM provisioning guide, revision 12.\n\nHalverden Supply supports SAML 2.0 single sign-on for Business and Enterprise workspaces. An identity provider is configured once per workspace by an owner. Any identity provider that can emit a signed SAML assertion with a persistent NameID is supported, including the widely used commercial and open source providers.\n\nTo begin, open Workspace settings, then Authentication, then Single sign-on. Copy the Assertion Consumer Service URL and the Service Provider Entity ID into your identity provider. The ACS URL is workspace specific and is regenerated whenever a workspace is renamed, so a rename requires a matching update on the provider side or sign-in will fail with a mismatched audience error.\n\nAttribute mapping. The assertion must carry an email attribute. Optional attributes are first_name, last_name, department, employee_id and manager_email. Attributes are read on every sign-in, so a change in the directory is reflected in the workspace on the next login rather than immediately.\n\nSCIM provisioning is available on Enterprise workspaces. A SCIM token is minted from the same Authentication panel and is shown once. The SCIM endpoint supports Users and Groups, create, update, patch and deactivate. Deactivation removes workspace access and retains the audit trail. Deletion through SCIM is treated as deactivation.\n\nGroup to role mapping. A group named workspace-admins grants the Admin role. A group named workspace-billing grants the Billing role. Unmapped groups are synchronised but grant nothing. Role changes take effect on the next sign-in.\n\nEnforcement. Once SSO enforcement is on, password sign-in is disabled for every member except break glass owners. At least one break glass owner must remain, and the system refuses to enforce SSO if enabling it would lock every owner out. Break glass owners are required to hold a second factor.\n\nTroubleshooting. A signature validation failure usually means the certificate was rotated at the provider without being updated here. An audience mismatch usually follows a workspace rename. A NameID mismatch means the provider is emitting a transient identifier where a persistent one is required. A loop between the provider and the workspace generally means clock skew above five minutes on the provider host.\n\nCertificate rotation. Provider certificates are pinned by fingerprint. Two certificates may be active at once so a rotation can be staged. Remove the retired certificate only after every member has signed in against the new one.\n\nSession length. Default session length is thirty days on trusted devices and twelve hours otherwise. Enterprise workspaces may set session length between one hour and thirty days. Shortening a session length does not revoke sessions already issued. Use Revoke all sessions for that.\n\nAudit. Every sign-in, provisioning event and role change writes an audit record with actor, target, source address and result. Audit records are exportable as CSV or JSON from the Audit panel and are also available through the audit API. Records are retained for the term of the subscription.\n\nKnown limits. Nested groups are flattened. Multi valued department attributes take the first value. A member who belongs to two role granting groups receives the higher role. Just in time provisioning creates members but never deletes them.",
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