Definitions library
What each contract checks, in plain language.
Action contracts spell out the preconditions, limits, expected effects and forbidden effects of an agent action. Vendor outcome definitions are transcribed from each vendor's public documentation and cited with the source URL and retrieval date; fields the vendor has not published are listed as unknown, not assumed. This library is descriptive; it does not rate or rank vendors.
| Name | Kind | Action / outcome | Summary | Source | Retrieved | Unknown fields |
|---|---|---|---|---|---|---|
| Decagon | Outcome contract | resolution | Decagon states you pay only when the AI resolves a conversation from start to finish and that there is no charge when the case is passed to a human. The vendor notes that defining a resolution 'can be tricky'. No public operational definition exists, so the vendor lens below is a conservative placeholder to be replaced with the criteria in your Decagon order form. | Source | 2026-09-11 | 6 |
| Generic vendor (CSV export) | Outcome contract | resolution | Template for vendors without a built-in connector. Claims come from a CSV/XLSX export mapped in the Connections screen. Replace the vendor lens with the definition in your contract and cite it. | Source | 2026-09-11 | 3 |
| HubSpot Breeze Customer Agent | Outcome contract | resolution | HubSpot charges 50 credits (USD 0.50) per resolved conversation on text-based channels. The Knowledge Base defines a resolution as a conversation with at least one customer-agent reply that shares a content source or performs an action, and no qualifying (visitor-initiated) handoff to a human within 72 hours of the last visitor response. | Source | 2026-09-11 | 2 |
| Intercom Fin | Outcome contract | procedure_handoff | A Procedure handoff is counted when Fin successfully executes a Procedure configured to end in a handoff to a human or a workflow. Verified when the handoff (escalation/assignment) is observed in the conversation record. | Source | 2026-09-11 | 1 |
| Intercom Fin | Outcome contract | resolution | Fin counts a resolution when, after Fin's last answer, the customer confirms the answer was satisfactory (confirmed resolution) or disengages for 24 hours without requesting further assistance (assumed resolution). Resolutions later returned to for further assistance are deducted. One charge per conversation. Chat and email only. | Source | 2026-09-11 | 0 |
| Internal agents (OpenTelemetry) | Outcome contract | record_processed | Outcomes asserted by your own agents through the OTLP endpoint (agent.outcome.* span attributes). There is no vendor definition; the 'vendor' lens here is the agent's own claim rule (record reached a terminal status) and the strict lens requires customer confirmation or a terminal status with no reversal. | Source | 2026-09-11 | 0 |
| Refund workflow (internal agent) | Action contract | refund_processed | The agent may refund an order only when the order is eligible and the amount is within the limit. A successful refund must show up as a refund in the payment system, a cancelled order in the order system, a note on the customer record, and a customer notification — all within 15 minutes. A second refund for the same order, or a refund above the limit, is forbidden. | Source | 2026-09-28 | 0 |
| Salesforce Agentforce | Outcome contract | conversation | Agentforce is priced per conversation (USD 2) or per action (Flex Credits: USD 500 per 100k; standard action 20 credits, voice action 30 credits). Salesforce does not publish, on any page we could retrieve, what constitutes a billable conversation (session boundary, inactivity window, reopen or escalation treatment). The vendor lens verifies only that a customer conversation for the subject exists in the system of record near the claim. | Source | 2026-09-11 | 5 |
| Sierra | Outcome contract | resolution | Sierra states that outcome criteria are agreed per customer up front and that escalated or unresolved conversations carry, in most cases, no charge. No public operational definition exists, so the vendor lens below is a conservative placeholder to be replaced with the criteria in your Sierra order form. | Source | 2026-09-11 | 6 |
| Zendesk AI agents | Outcome contract | resolution | Zendesk bills per automated resolution: the AI agent responded, the customer did not request further assistance, the conversation ended (channel-dependent window), and an LLM verification confirmed the request was resolved. Escalated conversations ('Assisted escalation') and conversations failing verification ('Contained') do not count. | Source | 2026-09-11 | 4 |
Vendor names and marks belong to their owners. If you represent a vendor and believe a definition is out of date, let us know with a link to the current documentation.