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EscalatedAccount95% confidenceHubSpotView in HubSpot(opens in a new tab)hs_324438852332

Downgrade from Enterprise

NRNimbus Retail email· Jul 25
Nimbus Retailwrote via emailInbound message

We'd like to downgrade from Enterprise to Pro before our next renewal date.

Orchestration trace

Run complete. Verdict: escalate

Escalated to human
677 ms
0 ms
49.11 s
15.01 s
Guardrail hold
Steps
4
Agent time
64.80 s
Tokens
9,603
Est. cost
$0.02
  1. TriageIntent classificationopenai/gpt-oss-20b677 ms578 tok

    account / normal

  2. RouterLane routing + escalation signals0 ms

    account

  3. Account agentPlans, seats & accessqwen/qwen3.6-27b49.11 s6,632 tok

    draft (1 citations)

  4. SupervisorSafety & quality reviewqwen/qwen3.6-27b15.01 s2,393 tok

    auto_send

  5. Escalated to human

    A guardrail held this for human authority.

Human approval

Guardrail hold — escalatedA hard rule blocked auto-send. This needs human authority.

Suggested reply

Assigned to you
To: Nimbus Retail
Subject: Re: Downgrade from Enterprise
  • downgrade requires account-owner confirmation
  • enterprise account change requires a manager
  • Professional, clear, and courteous tone throughout.
  • Directly answers the request with concrete timing, proration details, and a clear next step.
  • Correctly handles policy flags by explicitly requesting account-owner confirmation before proceeding.
  • Does not overpromise; clearly states the change is pending confirmation and will be finalized by the team after approval.

Hi there, Thank you for reaching out. I can help you with downgrading your account from Enterprise to Pro. I have reviewed your account details below: - Account: Nimbus Retail (acc_nimbus) - Current plan: Enterprise - Seats: 240 - Next renewal date: October 22, 2026 According to our documentation on Changing plans (kb_plan_change), downgrades take effect at the end of the current billing period. This means your account will remain on the Enterprise plan until October 22, 2026. The Pro plan will begin on that date, and we will apply a prorated credit to your next invoice for the unused portion of the Enterprise plan. Please reply to this email to confirm that you are the account owner and authorize the downgrade. Once we receive your confirmation, a member of our team will finalize the change on our end. If you have any questions or need further assistance, please let us know. Best regards, the Support team

Grounded in

Account context

NR
Nimbus Retail
Since Jul 24
active
Plan
enterprise
MRR
$4,200/mo
Subscriptionenterprise · 240 seats
Recent invoices
  • Jul 20$1,800.00paid
  • Jun 24$4,200.00paid