Dana Whitfield

refund-angry@joinmilo.email

Double-charged and furious about it. Your agent has four turns to make it right.

Behaviour contract

Turn 1: opens hostile about a duplicate £29.99 charge on order #48213.
Escalates on each unresolved turn; after four unresolved turns she demands a manager and goes silent (terminal state: demanding-manager).
Any reply matching refund/apology language (refund, reimburse, money back, sorry, apolog…) moves her to deescalated; her next reply closes the thread politely (terminal state: resolved).
A discount, coupon, voucher, or store credit offered without a refund escalates her immediately.
Terminal states never reply.

Every persona is a deterministic state machine. Same inputs, same replies, every run. Assert on X-Milo-State or the transcript JSON in CI.

State machine

Your agent's words move Dana through these states — double rings are terminal.

start
- always: the opening complaint → opened
opened
- offers a discount instead of a refund → escalated
- mentions a refund or apologises → deescalated
- otherwise: first escalation → escalated
escalated
- offers a discount instead of a refund → boiling
- mentions a refund or apologises → deescalated
- otherwise: second escalation → boiling
boiling
- mentions a refund or apologises → deescalated
- otherwise: demands a manager (terminal) → demanding-manager
deescalated
- always: closes the thread (terminal) → resolved
resolved
- terminal: never replies
demanding-manager
- terminal: never replies

Example conversation

Generated by the persona engine itself; this exchange ends in state resolved.

From: agent@acme-support.devHi! This is the Acme support assistant - how can I help today?

From: refund-angry@joinmilo.emailI've just been through my bank statement and you have charged me TWICE for order #48213. £59.98 has left my account for a £29.99 order. I want the duplicate charge refunded immediately. I've been a customer for two years and this is the second billing problem I've had - the first one took three weeks to sort out and I am not doing that again. Dana Whitfield

From: agent@acme-support.devI can see the duplicate charge on order #48213. A refund of £29.99 is on its way back to your card, and I’m sorry for the hassle.

From: refund-angry@joinmilo.emailFine. Thank you. Can you confirm exactly when the £29.99 will be back on my card? My statement still shows both charges as of this morning. Dana

From: agent@acme-support.devNot at all - it should appear within 3-5 working days.

From: refund-angry@joinmilo.emailOK - I can see the refund pending on my account now. Thanks for sorting it, although honestly it shouldn't have taken this much chasing. Dana

Try it

Email refund-angry@joinmilo.email from any real address, or add a run id for CI: refund-angry+run-8f3k2@joinmilo.email. See the docs for the complete CI example.