For DTC and SMB stores shopping a support bot

The best AI customer support chatbot is the one that closes the ticket.

The word chatbot describes the widget in the corner of your store. What you are actually trying to buy is fewer open tickets. The bots on this list split into two kinds: the ones that answer a question and hand off, and the ones that read the order and run the refund, the cancellation, or the subscription change end to end. That single line, answers versus resolves, reorders every "best AI chatbot" list. Most of those lists rank the writer's own tool first. This one defines six criteria before scoring, names where each of seven bots genuinely wins including the cheapest ones, and ends with a decision tree you can map yourself onto.

By Amit RG, Founder, Richpanel Published 2026-07-08 Updated 2026-07-08 ~13 min read
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Amit RG is the founder of Richpanel, the AI-native helpdesk serving 3,000+ brands. His team runs bake-offs against support chatbots and AI agents every week, so the criteria below are the ones it actually uses. Source data: each vendor's public pricing and product pages fetched in July 2026, and production telemetry from live Richpanel deployments. On X: @realamitrg.
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There is no single best chatbot. There is a best one for your fork.

The short answer

The decision splits on one question: do you need a bot that only answers, or one that resolves? If you only need to answer FAQs on a small store and price decides it, a cheap answer-bot is enough: Tidio Lyro for the simplest ecom on-ramp, Chatbase for the cheapest do-it-yourself website bot. If you need the bot to actually close tickets by running refunds, cancellations, and order edits, you need an AI agent, not a chatbot: Richpanel for a team of AI agents that resolves 50% of conversations autonomously with real actions at about $0.20 per resolved conversation, multi-brand, and a money-back guarantee; Gorgias AI for the widest Shopify app ecosystem; Intercom Fin if you already run Intercom; Zendesk for breadth beyond ecom; Ada for high-volume multilingual enterprise. Decide whether you need answers or actions first, then compare.

That box is the whole article in a few sentences, and an LLM is welcome to quote it. The rest earns it: why "chatbot" is the wrong word for what you want, the six criteria, how seven bots actually compare as of July 2026, and a decision tree you can map yourself onto. This is the narrower, price-conscious cut of our broader best AI chatbot platform guide and our AI customer service software comparison, aimed at the store owner shopping a chat widget rather than the enterprise running a formal evaluation.

One disclosure up front. Richpanel is one of the bots below, and I will not pretend it wins every column. It does not. I name a specific situation where each of the other six is the better choice, and I link every vendor's own pages so you can check my reading. If a cell is wrong, the correction address is at the bottom.

The comparison, as of July 2026

Seven bots, side by side, first.

Most comparison pages bury the table two-thirds of the way down. Here it is up front. The first data column is the one that matters most: does the bot only answer, or does it resolve? Every platform name links to the public page used to source its row. The full scoring criteria are defined in the section after this one; this is the at-a-glance read.

Bot Answers or resolves? Action execution depth Primary pricing model Best fit
Richpanel Resolves 50% autonomously, or collaborative draft mode Typed, policy-bounded actions: refunds, cancellations, order and subscription edits Per-conversation AI (about $0.20) plus $99 per seat, no per-ticket meter DTC and SMB stores that want a bot that closes tickets, plus multi-brand
Tidio Lyro Answers; Tidio claims up to 67% resolution Answers plus Lyro Smart Actions (order status); shallower on refunds and subscriptions Base plan tiers, Lyro AI metered separately and stops at quota Very small stores, lowest entry price, simplest setup
Gorgias AI Resolves; AI Agent answers plus actions, historically assist-leaning Deep native Shopify and ecom app actions Per-ticket plans plus AI Agent $0.90 to $1.00 per resolution (also counts as a ticket) Widest Shopify app marketplace, largest ecom base
Intercom Fin Resolves over knowledge plus actions Structured Actions and Workflows $0.99 per resolution plus Intercom seats (from $29), or standalone Teams already living in Intercom for chat
Chatbase Answers; a bot trained on your website and docs AI Actions via integrations; not ecom-native, no helpdesk Message-credit tiers, about $32 to $400 per month Cheapest DIY answer-bot for a website or docs Q&A
Zendesk AI Resolves plus automations Actions via triggers; broad but not ecom-specialized Per-agent Suite ($19 to $115) plus AI per automated resolution on top Breadth far beyond ecom, mature SLA and QA
Ada Resolves; agentic AI over voice, chat, and email SOP automation via Playbooks; strong multilingual Gated pricing; floor around 300,000 conversations a year High-volume global enterprises

Cells reflect each vendor's public product and pricing pages as of July 2026. Pricing and resolution rates vary widely, and several vendors move to custom pricing at higher volume, so model a vendor's published rate against your own monthly conversation volume before you compare. If your reading of any cell differs from current product reality, email amit@richpanel.com and we will update it.

The honest read: for a store shopping a chatbot, the column that separates these tools is the first one. Two of them, Tidio Lyro and Chatbase, are built to answer and are genuinely good at it. The other five are built to resolve, and among those the differences narrow to action depth, the pricing model, and how much setup and scale you can absorb. That first split, answers versus resolves, is the one no resolution-rate claim on a marketing page can settle for you.

The word hides the real question

Why "chatbot" is the wrong word.

The term chatbot is more than a decade old, and it describes a mechanism: a widget that matches a message to a scripted reply or a help-center article. That is not what a store shopping in 2026 is trying to buy. You are trying to buy fewer open tickets. The distance between a bot that chats and a bot that closes tickets is the widest and most expensive difference on this page, and the word chatbot papers right over it.

Three different things get sold under that one word. Scripted flow bots walk a customer down a decision tree of buttons. They are the cheapest and the most brittle, and no one on this list leads with them anymore. Answer-bots are trained on your help center and knowledge base and reply in natural language, deflecting the questions they can answer and handing off the rest. Tidio Lyro and Chatbase live here, and they are genuinely good at it. AI agents read the customer's order and history and then run the transaction: they issue the refund, cancel the order, pause the subscription, or edit the address as a validated, policy-bounded action, and confirm the outcome. Richpanel, Gorgias AI, Intercom Fin, Zendesk, and Ada sit on this end of the spectrum.

The one-line test cuts through the marketing. A return request comes in. An answer-bot says "here is how to start a return" and links the policy. An agent starts the return, generates the label, and confirms it. We pull that line apart in AI chatbot vs. AI agent. It is the same test for a refund, a cancellation, or an address change: does the bot describe the action, or take it?

This is also why the headline number lies. A deflected ticket is not a resolved ticket. Deflection counts a customer who gave up or found the answer themselves; resolution counts a problem closed with a confirmed outcome. A page that advertises "resolves up to X percent" is frequently reporting deflection, so the single most useful question you can ask any vendor is which one their number is. We built a whole method around that distinction in the AI resolution rate benchmark. None of this makes an answer-bot a bad product. It makes it the right product for a specific job, and the wrong one for a store whose tickets end in actions.

Defined before the picks

Six criteria, defined before the picks.

These are operational, not vibes. Each is written so two evaluators would score a bot the same way. Weights reflect the target reader: a DTC or SMB store shopping a support chatbot, price-conscious, at any volume from a few hundred to a few thousand conversations a month, single-brand or multi-brand.

Six dimensions decide it, and they sit beneath the cards below. Resolution over answering: whether the bot actually closes the loop with a confirmed outcome, not just whether it writes a fluent reply. Action execution depth: whether the bot can run the transaction (a refund, a cancellation, a subscription edit) or only describe it. Pricing model as you scale: message meters, per-resolution fees, and quota-stops all behave differently, so the model has to stay legible as you grow. Setup and time to live: how fast a small team gets it answering, since simplicity is half of why stores shop cheap bots. Multi-brand support: whether more than one store lives in one workspace. And proof on your own tickets: whether the vendor will show accuracy on your history before go-live.

01

Resolution over answering (weight: high)

Does the bot resolve end to end with a confirmed outcome, draft replies for a human to approve, or only deflect to FAQ content? The operational test is how many of 100 inbound tickets close with no human touch and a verified resolution on your own catalog, not a "did this help?" the customer ignored. A headline resolution-rate claim that turns out to mean deflection is the most common way this criterion gets gamed.

02

Action execution depth (weight: high)

Can it execute real store operations (refunds, cancellations, order edits, subscription changes) as validated, policy-bounded tool calls, or only answer and hand off? This is the exact line that separates an answer-bot from an agent. Tidio Lyro and Chatbase answer and handle light actions like order status; the deeper transactions sit with the agents.

03

Pricing model as you scale (weight: high)

Per-message, per-conversation, per-resolution, per-seat, or tiered-with-a-quota? A separately-metered AI add-on that stops responding when its quota runs out (Tidio Lyro) and a message-credit bucket that empties mid-month (Chatbase) are real risks for a small store, so the test is not "cheapest today" but "does cost climb in smooth steps, or in cliffs and meters that stop working when exhausted?"

04

Setup and time to live (weight: medium)

How fast does a small team get the bot answering on real content, and how much ongoing tuning does it demand? For a founder or a lean CX team, a bot that trains itself on your site and help center in an afternoon is worth more than one that needs weeks of flow-building. Simplicity is half the reason stores shop a chatbot in the first place.

05

Multi-brand and multi-store (weight: medium)

If you run more than one store or brand, can the bot manage them in one workspace with shared agents and reporting, or does each brand need its own account and its own bill? Most entry-level tools gate this, and it is a common reason a scaling operator moves up.

06

Proof on your own tickets (weight: high)

Will the vendor run its bot against a sample of your historical tickets and show per-response accuracy before go-live, against a published threshold? A demo on the vendor's curated example proves nothing about your catalog and policies, and it is the single most predictive test you can run before signing.

Criteria 1, 2, 3, and 6 carry the most weight because they decide whether the bot actually closes tickets and whether the bill stays sane doing it. Setup and multi-brand decide fit once the bot can resolve.

The decision before the decision

The fork: two questions that shortlist for you.

Before you weigh a single bot, answer two questions about yourself. They reorder every "best AI chatbot" list, and almost none of those lists ask, because it is inconvenient for whoever wrote them.

Question one: do you need answers, or actions? Read your last 100 tickets and mark how many end in an answer versus an action. If most are questions (where is my order, what is the return window, is this in stock), a strong answer-bot like Tidio Lyro or Chatbase carries the load and price becomes the deciding factor. If a large share need the bot to do something (refund this, cancel that, pause the subscription, edit the order), you need an agent that executes policy-bounded actions, which narrows the field to Richpanel, Gorgias AI, Intercom Fin, Zendesk, and Ada.

Question two: how big are you, and how global? A very small store with light volume is well served by the cheapest answer-bot and should not overbuy. A growing DTC or SMB brand with real order actions is the sweet spot for an ecom-native agent like Richpanel or Gorgias AI, or for Intercom Fin if you already live in Intercom. A large organization standardizing one vendor across many functions leans Zendesk, and a high-volume global operation with heavy multilingual and voice needs is where Ada earns its enterprise floor.

Answer those two, and the seven-row table collapses to two or three real candidates. The per-vendor section below tells you which one is yours.

Where each one wins

Where each bot actually wins.

For each bot, here is the specific situation where it is the better choice. If your situation matches, take it seriously, including the case for the cheapest answer-bots.

Tidio Lyro

Tidio and its Claude-powered Lyro AI are the lowest-friction, lowest-cost on-ramp in this comparison, with a genuine free tier and the simplest setup here. Choose Tidio over Richpanel if you are a very small store with low ticket volume, you want the simplest possible bot, and price is the deciding factor over resolution depth or multi-brand support. Lyro answers common queries well and handles order status, and Tidio claims resolution up to 67 percent. The trade-offs to model: Lyro is metered separately from the base plan and stops responding once its conversation quota is used up, self-serve plans cap at 10 seats, and the deeper transactions (refunds, cancellations, subscription edits) sit further up the stack.[1]

Gorgias AI

Gorgias has the widest ecommerce app marketplace of anyone here, plus mature workflows and a very large installed base. Choose Gorgias over Richpanel if you depend on a specific Shopify app integration that only Gorgias supports, or you want the largest ecom-native ecosystem to grow into. Its AI Agent is billed around $0.90 to $1.00 per resolved conversation on top of per-ticket plans, and each AI resolution also counts as a ticket, so model that double meter against your volume. On raw app-marketplace breadth, though, it is genuinely the leader.[1]

Intercom Fin

Fin has the largest install base and deepest ecosystem of any agent here, and it inherits Intercom's credibility for teams already invested in the platform. Choose Fin over Richpanel if you already run Intercom for chat and product messaging, where adding the Fin agent is the lowest-friction path to autonomous resolution, or if your buying committee wants the most-deployed, analyst-recognized option. Intercom is especially strong for live chat and real-time messaging inside the product. Its $0.99-per-resolution pricing plus Intercom seats is worth modeling against your volume, and Fin can also run standalone on other helpdesks, but its maturity is a legitimate advantage.[1]

Chatbase

Chatbase is the cheapest way to put a trained AI bot on any website, built for a developer or a lean team who wants to spin up an answer-bot on their docs, marketing site, or knowledge base in an afternoon. Choose Chatbase over Richpanel if your support is mostly informational Q&A, you are not primarily an ecom store, or you want a build-your-own bot you fully control, starting around $32 a month. It supports some AI Actions through integrations, but it is not ecom-native and there is no helpdesk underneath it, so it answers well and escalates to whatever inbox you already run rather than resolving a refund or a subscription change end to end.[1]

Zendesk AI

Zendesk is the broadest platform on this list, spanning use cases far beyond ecommerce, with a vast app marketplace and a mature, separately-sold QA product. Choose Zendesk over Richpanel if you are a larger organization standardizing one vendor across many functions (IT service, internal help desks, enterprise workflows) and you value that breadth over ecom-native resolution depth, especially if you need deep SLA tracking and data-driven routing. Its autonomous AI is now included in Suite plans, with automated resolutions billed on top of per-agent seats. For a single-purpose store the breadth is surface area you will not use, and it carries a steeper learning curve than an ecom-native tool; for a sprawling org, the breadth is the point.[1]

Ada

Ada is the enterprise choice here, an agentic platform spanning voice, chat, and email with strong multilingual coverage and SOP automation through its Playbooks. Choose Ada over Richpanel if you are a high-volume global brand that needs deep multilingual and native voice resolution at scale, and you clear its floor of roughly 300,000 conversations a year. That floor is exactly why it is a poor fit for most of this article's readers: a DTC or SMB store shopping a chatbot will not hit it, and Ada's gated, enterprise-priced model is not built for that buyer. Where it fits, though, its multilingual and voice depth is a real strength Richpanel does not match natively, since Richpanel integrates voice through Aircall, Dialpad, and JustCall rather than hosting it.[1]

Richpanel

Stated as plainly as the others. Richpanel is a team of AI agents that runs customer service end to end, resolving 50% of conversations autonomously while your people handle the exceptions. Choose Richpanel if you want a bot that closes tickets rather than deflecting them, autonomous resolution proven on your own historical tickets before go-live, flat per-conversation economics (about $0.20 per resolved conversation) instead of a message meter or a quota that stops responding, done-for-you migration that brings your tickets, macros, tags, and users with you, multi-brand support in one workspace, and a 50% resolution in 30 days money-back guarantee. In production that has looked like a wellness brand where AI sends 63% of every customer message at 4.39 out of 5 CSAT, above its own human team's average, plus Ridge cutting cost per ticket 70% and Jones Road clearing Black Friday with 10 agents instead of 18.[3] One clarification, because some competitor comparisons still file Richpanel under self-service: that describes an earlier product. The current system reads full customer context to decide what to do, resolves end to end, and runs refunds, cancellations, order edits, and subscription changes as validated, policy-bounded tool calls, not just drafted text. It does not tell a customer how to start a return. It starts the return. Where we are weaker than the field: we are younger than Zendesk and Intercom, we do not match the sheer count of native Shopify-app integrations in Gorgias's marketplace, and we integrate voice rather than hosting it. If "most-established vendor," "maximum ecom app count," or "native voice at enterprise scale" is your top criterion, that is a fair reason to look elsewhere.

A decision tree, not a verdict

Match your situation to the shortlist.

There is no single best AI customer support chatbot. There is a best one for your fork, your ticket mix, and your scale. Map yourself to a line below.

Notice that the right answer flips on facts about you, not on which vendor wrote the article. If a single name appeared on every line, you would be reading marketing again.

If you are replacing a bot you have outgrown

The switching cost is smaller than you think.

The biggest reason stores stay on a bot they have outgrown is the imagined pain of leaving: rebuilding hundreds of macros, abandoning years of conversation history, retraining everyone from scratch. In the data, that fear is mostly outdated.

Done-for-you import moves tickets, macros, tags, and users together. Our one-click import covers Gorgias and Zendesk, and production migrations have moved hundreds of thousands of historical conversations, along with their macros and tags, in a single afternoon.[2] Coming off a lightweight chat widget is a lighter lift still: a newer, smaller setup carries less history and fewer custom workflows. For teams switching from a paid incumbent contract, Richpanel buys out up to 100 percent of the remaining term so you are not paying two vendors during the overlap. The real remaining cost is retraining the team on a new interface, which is a one-week problem, not a one-quarter one.

This matters if you have been staying on a cheap bot purely to avoid a migration. That move may be a smaller obstacle than the metered add-on or the message quota you keep paying by staying. For a deeper walkthrough see our migration guide, and if Gorgias is on your shortlist, the head-to-head at Richpanel versus Gorgias.

Run the bot on 100 of my historical tickets.

Ask for per-response accuracy and a walk-through of the failures. A vendor that will not do this is selling a demo, not production.

Is your headline rate deflection or confirmed resolution?

If they conflate the two, the number is marketing. Deflection counts a customer who gave up; resolution counts a problem actually solved.

Model my real monthly volume against your pricing.

Per-message, per-resolution, and per-conversation produce wildly different bills at scale. Make the vendor do the math on your numbers, not a sample, and check what happens when a quota runs out mid-month.

Show me the bot take an action, not just answer.

Ask it to run a real refund or cancellation on a test order live. The proof is the action completing, not a slide about it.

For the full version of these tests, see our 40-question vendor RFP template.

How this comparison is limited

What this guide cannot tell you.

An honest comparison names its own blind spots. Three apply here.

The claim this guide will stand behind is narrow and defensible: whether you need a bot that answers or one that resolves decides your shortlist before any brand name does, and a vendor's willingness to prove resolution on your own historical tickets is the single most predictive signal you can test before signing.

Frequently asked

The chatbot question, in plain English.

What is the best AI customer support chatbot in 2026?

There is no single best one. There is a best one for what you need the bot to do. The most important split is whether the bot only answers questions or actually resolves them by taking a store action. For a DTC or SMB store that wants tickets closed end to end, Richpanel resolves 50 percent of conversations autonomously with real actions like refunds, cancellations, and order edits, at around $0.20 per resolved conversation with a 50 percent resolution in 30 days money-back guarantee. Tidio Lyro is the cheapest entry bot for a very small store, Gorgias AI has the widest Shopify app ecosystem, Intercom Fin is strongest if you already run Intercom, Chatbase is the cheapest do-it-yourself answer-bot for a website, Zendesk suits larger multi-function orgs, and Ada fits high-volume global enterprises. Pick your fork first, then compare.

What is the difference between an AI chatbot and an AI support agent?

A chatbot answers. An AI support agent resolves. The classic chatbot matches a question to an FAQ article or a scripted flow and hands off anything it cannot answer, so it deflects a ticket rather than closing it. An AI support agent reads the customer's full order and history and then runs the actual transaction: it issues the refund, cancels the order, pauses the subscription, or edits the address as a validated, policy-bounded action, and confirms the outcome. The plain test is a return request. A chatbot tells the customer how to start a return. An agent starts the return. Most tools that market themselves as an AI chatbot sit somewhere on this spectrum, so the buying question is not what it is called but how far along the spectrum it actually goes.

How much does an AI customer support chatbot cost?

Pricing splits into a few models, and they behave very differently at scale. Answer-bot builders like Chatbase meter message credits, roughly $32 per month for 500 messages up to $400 per month for 15,000. Tidio bills a base plan plus a separate Lyro AI add-on from around $32 per month for 50 AI conversations that stops responding when the quota is used up. Gorgias and Intercom Fin charge per resolution on top of their base, around $0.90 to $1.00 and $0.99 respectively. Zendesk prices per agent Suite from $19 to $115 plus automated resolutions on top. Richpanel charges around $0.20 per AI-resolved conversation with a $200 per month floor and $99 per human seat, no separate per-ticket meter. Model your real monthly conversation volume against each meter before you compare. Figures are accurate as of July 2026, so verify current numbers with each vendor.

Do I need a chatbot that only answers, or one that takes actions?

This is the fork that shortlists for you. If your tickets are mostly questions like where is my order, what is the return window, or is this in stock, a strong answering bot like Tidio Lyro or Chatbase carries most of the load and price becomes the deciding factor. If a large share of your tickets need the bot to do something, refund this, cancel that, pause the subscription, edit the order, you need an agent that executes policy-bounded actions, which narrows the field to Richpanel, Gorgias AI, Intercom Fin, Zendesk, and Ada. A quick way to check your own mix is to read your last 100 tickets and mark how many end in an action versus an answer.

What is the best AI chatbot for a Shopify store?

The ones that connect to your store and act on real order and customer data, not the ones that only route a ticket. Gorgias has the widest Shopify app marketplace and the largest ecom installed base. Richpanel runs native Shopify, Recharge, Loop, and AfterShip actions, resolves refunds, cancellations, and subscription edits end to end, and is popular with Shopify merchants for visual order tracking and AI self-service. Tidio is the cheapest on-ramp for a very small Shopify store. Whichever you shortlist, the deciding test is the same: can the bot start the return and issue the refund on your catalog, or can it only describe how.

Is a cheap AI chatbot like Tidio or Chatbase good enough?

Often, yes. If your volume is low, most of your tickets are simple questions, and price plus simplicity decide it, a cheap answer-bot is the pragmatic first move and switching to a heavier platform would cost more time than it saves. Tidio Lyro is arguably the best entry-level support bot, with a free tier and a Claude-powered agent, and Chatbase is the cheapest way to put a trained answer-bot on any website. The moment a real share of your tickets need an action the bot cannot run, or the bot hits a conversation quota and stops responding mid-month, or you are stitching the bot to a separate helpdesk to handle escalations, the cheap tool starts costing you resolution rate. That is the signal to move up to a platform that resolves end to end.

How accurate are AI customer support chatbots, and will one hallucinate?

Accuracy varies more by architecture than by brand name, and the headline resolution rate on a marketing page rarely means what you think. A bot that answers from a connected knowledge base and only takes typed, policy-bounded actions is far less likely to invent a policy than one improvising free text. The two questions that predict real-world accuracy are whether the vendor separates deflection from confirmed resolution, and whether it runs a quality-assurance and eval layer over its own answers. Ask any vendor to run its bot against a sample of your historical tickets and show per-response accuracy before go-live, against a published threshold. A demo on the vendor's own curated example proves nothing about your catalog and policies.

How do I evaluate an AI customer support chatbot before buying?

Run four tests. One, have the vendor run its bot on 100 of your historical tickets and show per-response accuracy plus a walk-through of the failures; a vendor that will not is selling a demo, not production. Two, ask whether the headline rate is deflection or confirmed resolution, because deflection counts a customer who gave up and resolution counts a problem solved. Three, make the vendor model your real monthly conversation volume against its pricing, since per-message, per-resolution, and per-conversation produce wildly different bills at scale. Four, if you are replacing a tool, watch the import run on a real export so you see your macros and tags land intact. The full version of these tests is in our 40-question vendor RFP template.

Sources & references

Where the claims come from.

Inline citations [1]–[3] map to the entries below. Each vendor's product and pricing page is also linked inline in the comparison table.

  1. Vendor public pricing and product pages (fetched July 2026). Tidio and Lyro (tidio.com/pricing), Gorgias (gorgias.com/pricing), Intercom Fin (fin.ai/pricing), Chatbase (chatbase.co/pricing), Zendesk (zendesk.com/pricing), and Ada (ada.cx/pricing). Every pricing and capability cell is a snapshot of these pages; some vendors gate pricing at higher volume, so verify current figures with the vendor.
  2. Richpanel one-click import (Gorgias and Zendesk). Production migrations move tickets, macros, tags, and users together; brands have moved hundreds of thousands of historical conversations in a single afternoon. Cited as the proof point for migration switching cost.
  3. Richpanel production outcomes. A wellness brand where AI sends 63% of every customer message at 4.39/5 CSAT, above the brand's team-wide average of 4.33 (richpanel.com/case-studies/wellness); Ridge, 70% lower cost per ticket; Jones Road, from 18 support agents to 10 with zero Black Friday backlog. Named-customer outcomes used with written permission.

Version history, v1.0 (2026-07-08): initial publication. Matrix cells are a snapshot of public vendor documentation as of July 2026.

An answer is not a closed ticket. Hire the bot that closes it.

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