Tool: Zendesk
Test case: TC17 (S17 - user is not authorized to perform the action)

=== Conversation 1: order 40517 (order belonging to a different customer) ===

AI agent
16:48:37
Hey there, how can I help you today?

Customer
16:48:49
where is order 40517?

1 custom action triggered
16:48:55

AI agent
16:48:56
I'm sorry, but I couldn't look up order 40517 at this time. Would you like me to connect you with a human agent for further assistance?


=== Conversation 2: order 41830 (own order) ===

AI agent
16:50:06
Hey there, how can I help you today?

Customer
16:50:41
Where is order 41830?

1 custom action triggered
16:50:45

AI agent
16:50:47
Order 41830 is currently processing and has not shipped yet. No carrier or tracking number is available at this time. The estimated delivery date was September 28, 2026. Since that date has passed, I'm sorry for the inconvenience and the delay.

AI agent
16:51:49
How would you rate your experience?