{
  "id": "2026-10-03-channels-and-help-desks",
  "parent": "2026-10-03-launch",
  "date": "2026-10-03",
  "kinds": ["structure"],
  "title": {
    "en": "Channels and help desks become evidence rows, and records gain bylines",
    "es": "Canales y help desks pasan a ser filas de evidencia, y las fichas incorporan firmas"
  },
  "summary": {
    "en": "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.",
    "es": "Cada ficha indica ahora, fila a fila, en qué canales de atención y con qué help desks documentan las fuentes citadas que trabaja cada agente de IA, con los mismos cuatro estados de evidencia que los flujos de trabajo y los sectores. Las filas citan afirmaciones que las fichas ya contenían: no se añadió, editó ni eliminó ninguna afirmación. Las fichas incorporan además los campos que nombran a quién las investigó y a quién las verificó; no se publica ninguna firma hasta que esas funciones las ocupen personas con nombre. Las notas que las fichas tenían antes del lanzamiento están ahora en este registro de cambios."
  },
  "patch": [
    {
      "op": "remove",
      "path": "/ada/changeHistory"
    },
    {
      "op": "add",
      "path": "/ada/channels",
      "value": [
        {
          "channel": "chat",
          "vendorCapability": "ada-channels",
          "independentSupport": []
        },
        {
          "channel": "email",
          "vendorCapability": "ada-channels",
          "independentSupport": []
        },
        {
          "channel": "voice",
          "vendorCapability": "ada-channels",
          "independentSupport": []
        },
        {
          "channel": "social",
          "vendorCapability": "ada-channels",
          "independentSupport": []
        }
      ]
    },
    {
      "op": "add",
      "path": "/ada/helpdesks",
      "value": [
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          "helpdesk": "zendesk",
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        },
        {
          "helpdesk": "salesforce",
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        },
        {
          "helpdesk": "servicenow",
          "vendorCapability": "ada-helpdesks",
          "independentSupport": []
        },
        {
          "helpdesk": "freshdesk",
          "vendorCapability": "ada-helpdesks",
          "independentSupport": []
        },
        {
          "helpdesk": "help-scout",
          "vendorCapability": "ada-helpdesks",
          "independentSupport": []
        }
      ]
    },
    {
      "op": "replace",
      "path": "/ada/pageUpdatedAt",
      "value": "2026-10-03"
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      "op": "add",
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      "value": {
        "researchedBy": "lucia-herrero",
        "factCheckedBy": "daniel-whitmore",
        "factCheckedAt": "2026-09-20"
      }
    },
    {
      "op": "remove",
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          "vendorCapability": "agentforce-channels",
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        },
        {
          "channel": "voice",
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        }
      ]
    },
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      "op": "add",
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        {
          "helpdesk": "salesforce",
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        }
      ]
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    {
      "op": "replace",
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      }
    },
    {
      "op": "remove",
      "path": "/crescendo/changeHistory"
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      "op": "add",
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        },
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        {
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          "helpdesk": "gorgias",
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        {
          "helpdesk": "front",
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        }
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      "op": "remove",
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        {
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