{"$schema":"https://json-schema.org/draft/2020-12/schema","$id":"https://www.helpvox.ai/ucp/schemas/2026-09-10/support.json","version":"2026-09-10","title":"HelpVox support capability","description":"Declares that a live customer-support assistant answers for this business — voice, chat or phone — and how a buyer reaches it. UCP covers the transaction and what happened to an order; this covers the conversation in which a customer asks and things get put right.","type":"object","required":["channels","languages","topics","hours"],"properties":{"channels":{"type":"object","description":"Which channels are actually available. A channel that is not configured is false.","required":["voice","text","phone"],"properties":{"voice":{"type":"boolean","description":"Spoken conversation in the on-site assistant."},"text":{"type":"boolean","description":"Written conversation in the on-site assistant."},"phone":{"type":"boolean","description":"A real phone line answered by the assistant."}}},"languages":{"type":"array","description":"Languages the assistant speaks, as BCP 47 tags.","items":{"type":"string"}},"topics":{"type":"array","description":"What the assistant can act on, not merely talk about. Derived from the merchant's actual configuration: a shop with no catalogue does not advertise ordering. A topic is not a callable operation — for ordering, see the ai.helpvox.assisted_order capability.","items":{"type":"string","description":"Well-known values: order_status, shipment_tracking, place_order, change_order, cancel_order, return_request, product_questions, store_policies, callback_request."}},"entry_url":{"type":["string","null"],"description":"Where a buyer reaches the assistant — the merchant's site, where the widget is embedded."},"phone":{"type":["string","null"],"description":"E.164 number, when a real line is answered."},"email":{"type":["string","null"],"description":"Merchant's published support address."},"hours":{"type":"object","description":"When humans answer, and whether the assistant answers outside those hours. An unconfigured schedule is reported as such rather than guessed.","required":["timezone","schedule","schedule_configured","human_support","ai_support"],"properties":{"timezone":{"type":"string","description":"IANA timezone, e.g. Europe/Sofia."},"schedule":{"type":"array","items":{"type":"object","required":["days","from","to"],"properties":{"days":{"type":"array","items":{"type":"string"}},"from":{"type":"string"},"to":{"type":"string"}}}},"schedule_configured":{"type":"boolean"},"human_support":{"type":"object","required":["available_during_schedule"],"properties":{"available_during_schedule":{"type":"boolean"}}},"ai_support":{"type":"object","required":["always_available"],"properties":{"always_available":{"type":"boolean"}}},"notes":{"type":["string","null"]}}}}}