--- page_url: https://ai-agent.review/changelog record_url: https://ai-agent.review/changelog.md feed_url: https://ai-agent.review/changelog.xml releases: 2 latest_release: 2026-10-03-channels-and-help-desks latest_digest: sha256:18be94bb91df48f83853581abd7b39ea05c48eb1663a72632319f16c64fe50ce --- # AI Agent Reviews changelog Every change to a published fact, with the source behind it and the evidence states it moved. Each release is a patch against the records; replaying them all reproduces the records exactly, and the site cannot be published with a record that differs from this log. How releases are made and verified: https://ai-agent.review/methodology#changelog ## 2026-10-03 — Channels and help desks become evidence rows, and records gain bylines - Release 2 of 2: `2026-10-03-channels-and-help-desks` (Structure) - Page: https://ai-agent.review/changelog/2026-10-03-channels-and-help-desks - Journal entry: https://ai-agent.review/changelog/2026-10-03-channels-and-help-desks.json - State digest after this release: `sha256:18be94bb91df48f83853581abd7b39ea05c48eb1663a72632319f16c64fe50ce` Every profile now says, row by row, which customer channels and which help desks the cited sources document each AI agent working with, in the same four evidence states as workflows and industries. The rows cite claims the records already carried: no claim was added, edited or removed. Records also gained the fields that name who researched them and who fact-checked them; no byline is published until named people hold those roles. Notes the profiles carried before launch now live in this changelog. ### Ada 9 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Email: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Channel · Social messaging: Not established → Vendor-documented - Help desk · Zendesk: Not established → Vendor-documented - Help desk · Salesforce: Not established → Vendor-documented - Help desk · ServiceNow: Not established → Vendor-documented - Help desk · Freshdesk: Not established → Vendor-documented - Help desk · Help Scout: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → ada-channels - Channel · Email cites nothing → ada-channels - Channel · Voice and phone cites nothing → ada-channels - Channel · Social messaging cites nothing → ada-channels - Help desk · Zendesk cites nothing → ada-helpdesks - Help desk · Salesforce cites nothing → ada-helpdesks - Help desk · ServiceNow cites nothing → ada-helpdesks - Help desk · Freshdesk cites nothing → ada-helpdesks - Help desk · Help Scout cites nothing → ada-helpdesks ### Agentforce 3 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Help desk · Salesforce: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → agentforce-channels - Channel · Voice and phone cites nothing → agentforce-channels - Help desk · Salesforce cites nothing → agentforce-deployment ### Breeze Customer Agent 6 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Email: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Channel · WhatsApp: Not established → Vendor-documented - Channel · Social messaging: Not established → Vendor-documented - Help desk · HubSpot: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → hubspot-breeze-cmp-channels - Channel · Email cites nothing → hubspot-breeze-cmp-channels - Channel · Voice and phone cites nothing → hubspot-breeze-cmp-channels - Channel · WhatsApp cites nothing → hubspot-breeze-cmp-channels - Channel · Social messaging cites nothing → hubspot-breeze-cmp-channels - Help desk · HubSpot cites nothing → hubspot-breeze-cmp-helpdesks ### Crescendo 13 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Email: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Channel · SMS: Not established → Vendor-documented - Channel · WhatsApp: Not established → Vendor-documented - Help desk · Zendesk: Not established → Vendor-documented - Help desk · Salesforce: Not established → Vendor-documented - Help desk · Freshdesk: Not established → Vendor-documented - Help desk · Intercom: Not established → Vendor-documented - Help desk · HubSpot: Not established → Vendor-documented - Help desk · Kustomer: Not established → Vendor-documented - Help desk · Gorgias: Not established → Vendor-documented - Help desk · Front: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → crescendo-cmp-channels - Channel · Email cites nothing → crescendo-cmp-channels - Channel · Voice and phone cites nothing → crescendo-cmp-channels - Channel · SMS cites nothing → crescendo-cmp-channels - Channel · WhatsApp cites nothing → crescendo-cmp-channels - Help desk · Zendesk cites nothing → crescendo-cmp-helpdesks - Help desk · Salesforce cites nothing → crescendo-cmp-helpdesks - Help desk · Freshdesk cites nothing → crescendo-cmp-helpdesks - Help desk · Intercom cites nothing → crescendo-cmp-helpdesks - Help desk · HubSpot cites nothing → crescendo-cmp-helpdesks - Help desk · Kustomer cites nothing → crescendo-cmp-helpdesks - Help desk · Gorgias cites nothing → crescendo-cmp-helpdesks - Help desk · Front cites nothing → crescendo-cmp-helpdesks ### Decagon 7 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Email: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Channel · SMS: Not established → Vendor-documented - Help desk · Zendesk: Not established → Vendor-documented - Help desk · Salesforce: Not established → Vendor-documented - Help desk · Intercom: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → decagon-channels - Channel · Email cites nothing → decagon-channels - Channel · Voice and phone cites nothing → decagon-channels - Channel · SMS cites nothing → decagon-channels - Help desk · Zendesk cites nothing → decagon-helpdesks - Help desk · Salesforce cites nothing → decagon-helpdesks - Help desk · Intercom cites nothing → decagon-helpdesks ### Fin 10 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Email: Not established → Vendor-documented - Channel · SMS: Not established → Vendor-documented - Channel · WhatsApp: Not established → Vendor-documented - Channel · Social messaging: Not established → Vendor-documented - Help desk · Zendesk: Not established → Vendor-documented - Help desk · Salesforce: Not established → Vendor-documented - Help desk · Freshdesk: Not established → Vendor-documented - Help desk · Intercom: Not established → Vendor-documented - Help desk · HubSpot: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → fin-channels - Channel · Email cites nothing → fin-channels - Channel · SMS cites nothing → fin-channels - Channel · WhatsApp cites nothing → fin-channels - Channel · Social messaging cites nothing → fin-channels - Help desk · Zendesk cites nothing → fin-helpdesks - Help desk · Salesforce cites nothing → fin-helpdesks - Help desk · Freshdesk cites nothing → fin-helpdesks - Help desk · Intercom cites nothing → fin-helpdesks - Help desk · HubSpot cites nothing → fin-helpdesks ### Five9 3 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Channel · Social messaging: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → five9-channels - Channel · Voice and phone cites nothing → five9-channels - Channel · Social messaging cites nothing → five9-channels ### Forethought 16 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Email: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Channel · SMS: Not established → Vendor-documented - Help desk · Zendesk: Not established → Vendor-documented - Help desk · Salesforce: Not established → Vendor-documented - Help desk · ServiceNow: Not established → Vendor-documented - Help desk · Freshdesk: Not established → Vendor-documented - Help desk · Intercom: Not established → Vendor-documented - Help desk · HubSpot: Not established → Vendor-documented - Help desk · Kustomer: Not established → Vendor-documented - Help desk · Gorgias: Not established → Vendor-documented - Help desk · Gladly: Not established → Vendor-documented - Help desk · Help Scout: Not established → Vendor-documented - Help desk · Front: Not established → Vendor-documented - Help desk · Microsoft Dynamics 365: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → forethought-channels - Channel · Email cites nothing → forethought-channels - Channel · Voice and phone cites nothing → forethought-channels - Channel · SMS cites nothing → forethought-channels - Help desk · Zendesk cites nothing → forethought-helpdesks - Help desk · Salesforce cites nothing → forethought-helpdesks - Help desk · ServiceNow cites nothing → forethought-helpdesks - Help desk · Freshdesk cites nothing → forethought-helpdesks - Help desk · Intercom cites nothing → forethought-helpdesks - Help desk · HubSpot cites nothing → forethought-helpdesks - Help desk · Kustomer cites nothing → forethought-helpdesks - Help desk · Gorgias cites nothing → forethought-helpdesks - Help desk · Gladly cites nothing → forethought-helpdesks - Help desk · Help Scout cites nothing → forethought-helpdesks - Help desk · Front cites nothing → forethought-helpdesks - Help desk · Microsoft Dynamics 365 cites nothing → forethought-helpdesks ### Freddy AI Agent 2 evidence states moved Evidence states: - Channel · Email: Not established → Vendor-documented - Help desk · Freshdesk: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Email cites nothing → freddy-ai-channels - Help desk · Freshdesk cites nothing → freddy-ai-helpdesk ### Genesys Cloud CX 4 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Channel · WhatsApp: Not established → Vendor-documented - Channel · Social messaging: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → genesys-cmp-channels - Channel · Voice and phone cites nothing → genesys-cmp-channels - Channel · WhatsApp cites nothing → genesys-cmp-channels - Channel · Social messaging cites nothing → genesys-cmp-channels ### Gorgias AI Agent 6 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Email: Not established → Vendor-documented - Channel · SMS: Not established → Vendor-documented - Channel · WhatsApp: Not established → Vendor-documented - Channel · Social messaging: Not established → Vendor-documented - Help desk · Gorgias: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → gorgias-cmp-channels - Channel · Email cites nothing → gorgias-cmp-channels - Channel · SMS cites nothing → gorgias-cmp-channels - Channel · WhatsApp cites nothing → gorgias-cmp-channels - Channel · Social messaging cites nothing → gorgias-cmp-channels - Help desk · Gorgias cites nothing → gorgias-cmp-channels ### Kore.ai 9 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Email: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Channel · SMS: Not established → Vendor-documented - Channel · WhatsApp: Not established → Vendor-documented - Channel · Social messaging: Not established → Vendor-documented - Help desk · Zendesk: Not established → Vendor-documented - Help desk · Salesforce: Not established → Vendor-documented - Help desk · ServiceNow: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → kore-ai-cmp-channels - Channel · Email cites nothing → kore-ai-cmp-channels - Channel · Voice and phone cites nothing → kore-ai-cmp-channels - Channel · SMS cites nothing → kore-ai-cmp-channels - Channel · WhatsApp cites nothing → kore-ai-cmp-channels - Channel · Social messaging cites nothing → kore-ai-cmp-channels - Help desk · Zendesk cites nothing → kore-ai-cmp-helpdesks - Help desk · Salesforce cites nothing → kore-ai-cmp-helpdesks - Help desk · ServiceNow cites nothing → kore-ai-cmp-helpdesks ### LivePerson 3 evidence states moved Evidence states: - Channel · Voice and phone: Not established → Vendor-documented - Channel · SMS: Not established → Vendor-documented - Channel · WhatsApp: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Voice and phone cites nothing → liveperson-cmp-channels - Channel · SMS cites nothing → liveperson-cmp-channels - Channel · WhatsApp cites nothing → liveperson-cmp-channels ### Lyro 4 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Help desk · Zendesk: Not established → Vendor-documented - Help desk · Salesforce: Not established → Vendor-documented - Help desk · Intercom: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → lyro-cmp-deployment - Help desk · Zendesk cites nothing → lyro-cmp-helpdesks - Help desk · Salesforce cites nothing → lyro-cmp-helpdesks - Help desk · Intercom cites nothing → lyro-cmp-helpdesks ### NiCE Cognigy 8 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Channel · SMS: Not established → Vendor-documented - Channel · WhatsApp: Not established → Vendor-documented - Channel · Social messaging: Not established → Vendor-documented - Help desk · Zendesk: Not established → Vendor-documented - Help desk · Salesforce: Not established → Vendor-documented - Help desk · Intercom: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → nice-cognigy-cmp-channels - Channel · Voice and phone cites nothing → nice-cognigy-cmp-channels - Channel · SMS cites nothing → nice-cognigy-cmp-channels - Channel · WhatsApp cites nothing → nice-cognigy-cmp-channels - Channel · Social messaging cites nothing → nice-cognigy-cmp-channels - Help desk · Zendesk cites nothing → nice-cognigy-cmp-helpdesks - Help desk · Salesforce cites nothing → nice-cognigy-cmp-helpdesks - Help desk · Intercom cites nothing → nice-cognigy-cmp-helpdesks ### NiCE CXone 2 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → nice-cxone-scale-claim - Channel · Voice and phone cites nothing → nice-cxone-cmp-channels ### PolyAI 7 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Email: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Channel · SMS: Not established → Vendor-documented - Help desk · Zendesk: Not established → Vendor-documented - Help desk · Salesforce: Not established → Vendor-documented - Help desk · Gladly: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → polyai-cmp-channels - Channel · Email cites nothing → polyai-cmp-channels - Channel · Voice and phone cites nothing → polyai-cmp-channels - Channel · SMS cites nothing → polyai-cmp-channels - Help desk · Zendesk cites nothing → polyai-cmp-helpdesks - Help desk · Salesforce cites nothing → polyai-cmp-helpdesks - Help desk · Gladly cites nothing → polyai-cmp-helpdesks ### Sierra 5 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Email: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Channel · SMS: Not established → Vendor-documented - Channel · WhatsApp: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → sierra-channels - Channel · Email cites nothing → sierra-channels - Channel · Voice and phone cites nothing → sierra-channels - Channel · SMS cites nothing → sierra-channels - Channel · WhatsApp cites nothing → sierra-channels ### Sprinklr 4 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Email: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Channel · Social messaging: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → sprinklr-channels - Channel · Email cites nothing → sprinklr-channels - Channel · Voice and phone cites nothing → sprinklr-channels - Channel · Social messaging cites nothing → sprinklr-channels ### Talkdesk 2 evidence states moved Evidence states: - Channel · Email: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Email cites nothing → talkdesk-cmp-channels - Channel · Voice and phone cites nothing → talkdesk-cmp-channels ### Yellow.ai 13 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Email: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Channel · SMS: Not established → Vendor-documented - Channel · WhatsApp: Not established → Vendor-documented - Channel · Social messaging: Not established → Vendor-documented - Help desk · Zendesk: Not established → Vendor-documented - Help desk · Salesforce: Not established → Vendor-documented - Help desk · ServiceNow: Not established → Vendor-documented - Help desk · Freshdesk: Not established → Vendor-documented - Help desk · Intercom: Not established → Vendor-documented - Help desk · HubSpot: Not established → Vendor-documented - Help desk · Microsoft Dynamics 365: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → yellow-ai-cmp-channels - Channel · Email cites nothing → yellow-ai-cmp-channels - Channel · Voice and phone cites nothing → yellow-ai-cmp-handoff - Channel · SMS cites nothing → yellow-ai-cmp-channels - Channel · WhatsApp cites nothing → yellow-ai-cmp-channels - Channel · Social messaging cites nothing → yellow-ai-cmp-channels - Help desk · Zendesk cites nothing → yellow-ai-cmp-helpdesks - Help desk · Salesforce cites nothing → yellow-ai-cmp-helpdesks - Help desk · ServiceNow cites nothing → yellow-ai-cmp-helpdesks - Help desk · Freshdesk cites nothing → yellow-ai-cmp-helpdesks - Help desk · Intercom cites nothing → yellow-ai-cmp-helpdesks - Help desk · HubSpot cites nothing → yellow-ai-cmp-helpdesks - Help desk · Microsoft Dynamics 365 cites nothing → yellow-ai-cmp-helpdesks ### Zendesk AI Agents 5 evidence states moved Evidence states: - Channel · Web and in-app chat: Not established → Vendor-documented - Channel · Email: Not established → Vendor-documented - Channel · Voice and phone: Not established → Vendor-documented - Channel · Social messaging: Not established → Vendor-documented - Help desk · Zendesk: Not established → Vendor-documented - Page updated: “2026-09-20” → “2026-10-03” - Channel · Web and in-app chat cites nothing → zendesk-cmp-channels - Channel · Email cites nothing → zendesk-cmp-channels - Channel · Voice and phone cites nothing → zendesk-cmp-channels - Channel · Social messaging cites nothing → zendesk-cmp-channels - Help desk · Zendesk cites nothing → zendesk-cmp-helpdesks ## 2026-10-03 — Launch: 22 AI customer service agents and 532 claims, every one sourced and dated - Release 1 of 2: `2026-10-03-launch` (Catalog) - Page: https://ai-agent.review/changelog/2026-10-03-launch - Journal entry: https://ai-agent.review/changelog/2026-10-03-launch.json - State digest after this release: `sha256:2be44828f27860c88a77ed7f34c8e471e87a178b443209fe93c5dfebf6d13437` ai-agent.review went live with the 22 agents the published inclusion rule admits and 532 claims about them. Every claim names its source, labels its source type and carries the date it was checked. No agent has been tested hands-on, and no record carries a score. Notes the profiles recorded during research before launch are kept with each agent below. ### Ada — added Added to the catalog with 24 claims and 9 rows with evidence. Record: https://ai-agent.review/agents/ada.md ### Agentforce — added Added to the catalog with 24 claims and 8 rows with evidence. Record: https://ai-agent.review/agents/agentforce.md ### Breeze Customer Agent — added Added to the catalog with 22 claims and 3 rows with evidence. Record: https://ai-agent.review/agents/hubspot-breeze.md ### Crescendo — added Added to the catalog with 24 claims and 4 rows with evidence. Record: https://ai-agent.review/agents/crescendo.md ### Decagon — added Added to the catalog with 26 claims and 9 rows with evidence. Record: https://ai-agent.review/agents/decagon.md ### Fin — added Added to the catalog with 28 claims and 11 rows with evidence. Record: https://ai-agent.review/agents/fin.md ### Five9 — added Added to the catalog with 23 claims and 4 rows with evidence. Record: https://ai-agent.review/agents/five9.md ### Forethought — added Added to the catalog with 24 claims and 3 rows with evidence. Record: https://ai-agent.review/agents/forethought.md ### Freddy AI Agent — added Added to the catalog with 22 claims and 4 rows with evidence. Record: https://ai-agent.review/agents/freddy-ai.md ### Genesys Cloud CX — added Added to the catalog with 21 claims and 4 rows with evidence. Record: https://ai-agent.review/agents/genesys-cloud-cx.md ### Gorgias AI Agent — added Added to the catalog with 26 claims and 7 rows with evidence. Record: https://ai-agent.review/agents/gorgias.md ### Kore.ai — added Added to the catalog with 22 claims and 6 rows with evidence. Record: https://ai-agent.review/agents/kore-ai.md ### LivePerson — added Added to the catalog with 21 claims and 6 rows with evidence. Record: https://ai-agent.review/agents/liveperson.md ### Lyro — added Added to the catalog with 27 claims and 5 rows with evidence. Record: https://ai-agent.review/agents/lyro.md ### NiCE Cognigy — added Added to the catalog with 23 claims and 3 rows with evidence. Record: https://ai-agent.review/agents/nice-cognigy.md ### NiCE CXone — added Added to the catalog with 23 claims and 8 rows with evidence. Record: https://ai-agent.review/agents/nice-cxone.md ### PolyAI — added Added to the catalog with 28 claims and 13 rows with evidence. Record: https://ai-agent.review/agents/polyai.md ### Sierra — added Added to the catalog with 23 claims and 9 rows with evidence. Record: https://ai-agent.review/agents/sierra.md ### Sprinklr — added Added to the catalog with 22 claims and 8 rows with evidence. Record: https://ai-agent.review/agents/sprinklr.md ### Talkdesk — added Added to the catalog with 26 claims and 7 rows with evidence. Record: https://ai-agent.review/agents/talkdesk.md ### Yellow.ai — added Added to the catalog with 25 claims and 5 rows with evidence. Record: https://ai-agent.review/agents/yellow-ai.md ### Zendesk AI Agents — added Added to the catalog with 28 claims and 10 rows with evidence. Record: https://ai-agent.review/agents/zendesk-ai-agents.md