UCP capability

ai.helpvox.support

Version 2026-09-10 · JSON Schema

Universal Commerce Protocol covers the transaction and what happened to an order. It does not cover the conversation in which a customer asks and things get put right — the phone call about a delivery that never arrived, the message asking whether an order can still be changed, the return that needs a person.

This capability declares that such a conversation is available for the business, on which channels, in which languages, about which subjects, and where a buyer reaches it. It declares nothing about payment, checkout or fulfilment.

What it is for

An agent that has read a catalogue, or that holds an order it cannot resolve, needs somewhere to send the person. Without a declaration it can only guess — a contact page, a generic e-mail. With one it knows there is an assistant that answers around the clock, in the customer's language, and can act on the order rather than only describe it.

It is also a natural target for a checkout in requires_escalation: entry_url is where the buyer continues with a person.

Declaration

"capabilities": {
  "ai.helpvox.support": [{
    "version": "2026-09-10",
    "spec": "https://www.helpvox.ai/ucp/spec/support",
    "schema": "https://www.helpvox.ai/ucp/schemas/2026-09-10/support.json",
    "config": {
      "channels": { "voice": true, "text": true, "phone": true },
      "languages": ["bg", "en"],
      "topics": ["order_status", "shipment_tracking", "return_request"],
      "entry_url": "https://merchant.example",
      "phone": "+35970012345",
      "email": "support@merchant.example",
      "hours": {
        "timezone": "Europe/Sofia",
        "schedule": [{ "days": ["monday", "friday"], "from": "09:00", "to": "18:00" }],
        "schedule_configured": true,
        "human_support": { "available_during_schedule": true },
        "ai_support": { "always_available": true },
        "notes": null
      }
    }
  }]
}

Everything in it is derived, never assumed

A channel that is not configured is false. A shop with no catalogue for the market does not advertise ordering. Opening hours are reported as schedule_configured: false when the merchant has not described them as data, rather than guessed from prose — an assistant that tells a customer the wrong opening hours is worse than one that says it does not know.

What it does not declare

No checkout, no cart, no payment handler. HelpVox is not the merchant of record and no money passes through it; orders taken in conversation are paid to the courier on delivery. A capability we cannot honour is exactly what capability negotiation exists to prevent.

Authority

The schema is served from helpvox.ai, whose reversed labels match the ai.helpvox namespace, as the protocol requires. Published versions keep being served after a newer one appears, because profiles on other domains point at them.