Assisted channels and the quiet SLA gap

Assisted channels fail quietly when marketing owns the copy but CX owns the queue. We teach a pattern language borrowed from service design—intents, handoffs, cooling-off windows—without pretending to rebuild ticketing systems. Learners draft SLAs in plain language: who responds, within what window, and what measurement hook fires if the window slips. Legal teams still review everything; we are not substitutes for counsel. The gap persists when engineering refuses to instrument hooks. We document that refusal as a risk flag so leadership sees the continuity hole honestly.