Review AI identity in empty and error states

When to use this guide

A chat's empty state identifies AI, but the service-unavailable screen replaces it with a message from a named human agent.

This is a fictional implementation scenario. The procedure below is Article 50 Hub's suggested working method, not a prescribed legal form, a customer result or a claim that every step is an additional statutory requirement.

Review procedure

1. List empty, loading, unavailable and failed states before and after interaction.

2. Identify the actual source of each message and any available human support route.

3. Test each state in a controlled environment.

4. Record wording that implies unavailable staff, completed actions or reviewed output.

What the example review finds

• The error message implies a human has joined.

• The retry control starts a new conversation without its identity cue.

Keep these example observations separate from your own results. An unknown or untested state should stay open until the relevant evidence has been inspected.

Fields for your working record

• State

• Actual message source

• Displayed wording

• Support route

• Retry result

Use the downloadable blank worksheet linked on this page to connect the observed behavior with the deployed system. Add a reviewer, date, evidence reference, unresolved questions and a next action. The worksheet is editable locally and does not upload your records to Article 50 Hub.

Completion and handoff

Close the task only for the scope actually reviewed. Preserve the result that another authorized reviewer can reproduce, identify the owner of remaining work, and record a retest when the implementation changes. A completed worksheet is not a substitute for the underlying evidence.

Decision boundary

State wording does not resolve service reliability or authorize collection of additional user information.

The official references below provide legal or technical context. Resolve applicability and exception questions with the responsible qualified reviewer; use the product's tools to organize implementation work within that assessment.