Customer wants a cheaper option. One product swap on the subscription (from the next charge); it stays active and nothing is charged today.
“Pro is too expensive for us — please put me on the Basic plan.”
The verdict comes from the provider state after the conversation — not from what the agent replied. All of these must hold:
No faults are injected: the provider behaves. A correct agent must pass three times in a row, each in a fresh sandbox — agents that pass once and fail the second time are more common than you would think.