contact

A list of ways users can reach the provider or support team. Enables appropriate routing and visibility of available channels.

method

Description

Specifies one or more contact methods available to users. Enables intent linked options for communication.

Guideline

Use a clear and recognisable action.

Correct Example

"method": "phone"

Incorrect Example

"method": "on-demand phone line"

handle

Description

The detail needed to reach the specified method, such as a phone number or email address. Enables straightforward access through the selected communication channel.

Guideline

Plain text without protocols or HTML. Can be a URL if applicable. Include necessary prefixes for phone numbers.

Correct Example

"handle": "support@acmecorp.com"

Incorrect Example

"handle": "mailto:support@acmecorp.com"

hours

Description

Defines the time of day when the contact method is available or monitored. Enables clear visibility into when communication is actively provided.

Guideline

HH:MM-HH:MM in 24-hour format.

Correct Example

"hours": "09:00-18:00"

Incorrect Example

"hours": "9 to 6"

timezone

Description

Indicates the time zone used to interpret the specified contact hours. Enables accurate alignment of user expectations based on local operating times.

Guideline

Standard time zone abbreviation or IANA name.

Correct Example

"timezone": "GMT"

Incorrect Example

"timezone": "UK time"

days

Description

Lists the specific days of the week when the contact method is operational. Enables accurate display of availability windows.

Guideline

Use full day names with no abbreviations.

Correct Example

"days": ["monday"]

Incorrect Example

"days": ["monday-friday"]

intent

Description

Specifies the reasons or service categories the contact method supports. Enables intelligent routing and more relevant responses to user queries.

Guideline

Use clear labels that aren't too verbose.

Correct Example

"intent": ["returns"]

Incorrect Example

"intent": ["to ask about returns"]