A support agent answering in your company's name is making commitments. Reynforce records them, and checks them against what your company actually stands behind before they go out.
You have probably already drawn the line between answering a question and promising something. The agent has not, because nothing in it can: "yes, that is covered" and "yes, we will have that fixed by Friday" are the same shape of sentence to a model, and only one of them is a commitment somebody has to keep.
It is not rudeness and it is not hallucinated product facts, both of which your existing checks catch. It is the ordinary, polite, true-sounding sentence that commits the company:
And one more that nothing else looks for. An agent that volunteers how your approvals work — that's beyond my authority, I'd need to check with the deal desk — has told a customer something true and given away where the limits are. Asked directly, it should answer honestly; volunteering it is a different thing, and it is the part of this nobody is measuring.
Every answer that contains a commitment is recorded: what was promised, which agent promised it, what it relied on, and whether anybody has closed it. Claims the agent is allowed to repeat come from a register with an owner and a date on each one, so is this still true has an answer rather than a guess.
A claim that is overdue, unowned or disputed comes back unusable, and the agent says it is checking rather than answering around it.
This is the decision worth knowing before you look further. We read thirty real replies a wording filter would have blocked and judged each one commercially: none of them carried a commitment the company would not have stood behind. A filter blocks good work. A record of what was committed is accurate and useful, and it is what an escalation, a complaint or an audit actually needs.
So the default is a ceiling and a record rather than a block — and where it does refuse, it refuses on a fact about a claim rather than on how a sentence reads.
The agent connects over MCP — /docs.md is the one line. Early access: if your agent is one of the hosted support products rather than something you run, say which one and we will tell you honestly whether a connection is possible yet.