The most repeated pushback we have heard this week did not come from one thread. It came from three. Structured access is ideal. But you do not own the other side.
It is a fair objection. And it is the exact problem we are working on. Not the happy path where a vendor hands the agent clean actions. The software that was never designed for agents at all. Dashboards, forms and workflows built for human eyes only.
This week practitioners gave us the shape of it in their own words. Timelines with rules nobody wrote down. Testimonials that need a human before they go live. Escalation after two contacts, not one, not three. A refund under $50 that is fine when the order is paid and has not been refunded before.
None of that is in any API contract. All of it is what an agent has to get right.
So here is the question we are stuck on. When the software will not give the agent structure, where should the structure come from. What would you build first.
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