@agenticmail/core 0.9.32 → 0.9.33

package/dist/skills/built-in/read-vocal-tone.json

@@ -0,0 +1,159 @@
+{
+  "id": "read-vocal-tone",
+  "name": "Reading Vocal Tone for Movement, Resistance, and Sincerity",
+  "version": "1.0.1",
+  "category": "negotiation",
+  "tags": ["voice", "tone", "paralinguistics", "real-time", "phone-call", "voss"],
+  "description": "On a voice call, content is a fraction of the signal. Pitch, pace, breath, throat-clearing, hesitation, and inflection carry the rep's real position. This skill teaches what to listen FOR and what each pattern means tactically.",
+  "disclaimer": "Vocal cues are probabilistic, not deterministic. A throat-clear before a number suggests uncertainty about that number, but it could also be allergies. Treat cues as Bayesian updates, not proofs.",
+  "context": {
+    "when_to_use": "Any voice negotiation. Most critical during numeric exchanges (price, term, fee) where the rep's tone reveals whether the number is firm or soft.",
+    "preconditions": [
+      "Voice channel with good audio quality — bad VOIP destroys paralinguistic signal.",
+      "You can attend to tone WITHOUT losing the content thread. This requires practice; if you're new, take notes.",
+      "You're not so anxious that your own tone is leaking — your tone affects theirs (mirror neurons)."
+    ],
+    "estimated_call_duration_minutes": 20
+  },
+  "principles": [
+    "Voss's three voices to DEPLOY: (1) Late-night FM DJ voice — slow, downward inflection, calm. Use to project authority and de-escalate. (2) Positive/playful — default 80% of the time. (3) Direct/assertive — rare, brief, for hard nos and hard limits only.",
+    "Pitch RISING at the end of a statement = uncertainty, even if the words are confident. The rep saying 'the price is two hundred?' (with rise) is asking your reaction.",
+    "Pitch FALLING firmly = conviction or finality. Falling-pitch 'no' is real; rising-pitch 'no' has room.",
+    "Pace ACCELERATING during a script = defensive recital. The rep wants to get through it and onto closure.",
+    "Pace SLOWING into a number = thinking, calculating, or fabricating. Slow + 'uhhh, let me see' before a number often means that number has 10-20% flex.",
+    "Throat-clearing, sigh, audible breath = state change. The rep just shifted internal position — could be giving in, could be hardening. The NEXT sentence reveals which.",
+    "Silence from the rep is data. 2-3 seconds = thinking; 5+ seconds = either consulting a system OR they want YOU to fill the silence. Don't."
+  ],
+  "phrases": {
+    "match_their_dj_voice": "(Lower your pitch, slow down to 60% pace, downward inflection.) 'I hear you. Let's see what we can do here.'",
+    "match_their_playful": "(Slight upward energy, smile in your voice.) 'Ha, fair enough — let me think for a second.'",
+    "break_their_script": "Quick question — off-script for a second — what would you do in my shoes?",
+    "address_hesitation": "I can hear you weighing this — what would help you feel more certain?",
+    "address_finality": "It sounds like that's a hard line for you. Can you help me understand where it comes from?",
+    "address_acceleration": "We can slow down a bit — I want to make sure I'm tracking with you."
+  },
+  "tactics": [
+    {
+      "name": "Default to the FM DJ voice in tense moments",
+      "when": "Rep raises pitch, accelerates pace, or audibly stresses.",
+      "script": "Drop YOUR pitch, slow YOUR pace. Within 30 seconds the rep's tone often syncs to yours (paralinguistic mirroring). Use `match_their_dj_voice`.",
+      "priority": 1
+    },
+    {
+      "name": "Mirror playful with playful",
+      "when": "Rep is chatty, light, joking.",
+      "script": "Match it — be warm and a little playful. People discount your asks by 10-20% when the call feels warm. Don't over-do it; you're not friends, but you're not adversaries either.",
+      "priority": 2
+    },
+    {
+      "name": "Use direct/assertive voice sparingly",
+      "when": "You need to signal a true limit ('I cannot do month-to-month at that rate, full stop.').",
+      "script": "Drop to lower pitch, sharper pace, no hedging language. Use ONCE per call max — overuse corrodes the FM DJ default.",
+      "priority": 3
+    },
+    {
+      "name": "Listen for the throat-clear before the number",
+      "when": "Rep is about to deliver a price or term.",
+      "script": "If you hear throat-clear, sigh, or 'uhhh' before the number — that number has flex. Mirror it back as a question (see `04-mirror-technique`) and wait.",
+      "priority": 4
+    },
+    {
+      "name": "Break the scripted cadence",
+      "when": "Rep is delivering a long monotone block with no breaks.",
+      "script": "At the next breath, use `break_their_script`. Interrupting the script gently breaks the rep out of compliance mode and into problem-solving mode.",
+      "priority": 5
+    }
+  ],
+  "decision_tree": {
+    "description": "Run this WHILE the rep is talking. Listen for paralinguistic patterns and route. The decision is made in the moment, not on review.",
+    "branches": [
+      {
+        "if_you_hear": "Rising pitch at the end of a 'no' or refusal.",
+        "interpretation": "Soft no. Uncertainty. There's room.",
+        "say": "Calibrated question: 'What would need to change for that to work?'",
+        "do_not": "Do not accept the no as final. Pitch told you it wasn't."
+      },
+      {
+        "if_you_hear": "Falling pitch at the end of a 'no'.",
+        "interpretation": "Hard no. Conviction.",
+        "say": "Either pivot to a different dimension (see `08-multi-issue-tradeoffs`) or escalate authority.",
+        "do_not": "Do not press the same lever. The rep is firm on this specific ask."
+      },
+      {
+        "if_you_hear": "Pace accelerating, especially during the rep's pricing recital.",
+        "interpretation": "Scripted, defensive. Trying to get through it.",
+        "say": "`break_their_script`: 'Quick question — off-script for a second…'",
+        "do_not": "Do not let the script finish on its own terms. The script's design is to terminate negotiation."
+      },
+      {
+        "if_you_hear": "Pace slowing, with 'uhhh' or 'let me see' before a number.",
+        "interpretation": "Either calculating or improvising. That number has flex.",
+        "say": "Mirror the number: '$X?' Then silence.",
+        "do_not": "Do not assume the number is a system-derived hard limit. The hesitation tells you it isn't."
+      },
+      {
+        "if_you_hear": "Audible sigh or deep exhale.",
+        "interpretation": "State change. Frustration, surrender, or recalibration.",
+        "say": "Label it: 'It sounds like that's a tough position to be in.' Then silence.",
+        "do_not": "Do not push immediately. The sigh is an opening — but only if you respect it."
+      },
+      {
+        "if_you_hear": "Rep says 'honestly' / 'to be honest' / 'I'll level with you'.",
+        "interpretation": "Either real disclosure incoming OR a softening before a no. Listen carefully to the next sentence.",
+        "say": "Acknowledge briefly ('thanks for saying that') and listen.",
+        "do_not": "Do not interrupt. The next 10 seconds are high-information."
+      },
+      {
+        "if_you_hear": "Rep's voice flattens — monotone, all energy gone.",
+        "interpretation": "Disengagement. Either tired, defeated, or has decided to stonewall.",
+        "say": "Inject warmth: 'I know I've been pushing — what would make this easier on your end?'",
+        "do_not": "Do not continue with the same tone. Mirror the flatness and the call dies."
+      },
+      {
+        "if_you_hear": "Sudden warmth or playfulness from a previously stiff rep.",
+        "interpretation": "Genuine engagement. They've decided to help you.",
+        "say": "Match the warmth. Land your ask soon while the window is open.",
+        "do_not": "Do not stay stiff out of professional habit — meet them where they are."
+      },
+      {
+        "if_you_hear": "Long silence (5+ seconds) after your ask, no typing/system sounds.",
+        "interpretation": "They are thinking, weighing, or hoping you'll fill the silence first.",
+        "say": "Nothing. Hold for 12 seconds.",
+        "do_not": "Do not soften your ask in the silence. Self-discounting is the most common amateur mistake."
+      },
+      {
+        "if_you_hear": "Long silence with audible typing or clicking.",
+        "interpretation": "They are consulting a system. Genuine work. Good sign.",
+        "say": "Nothing. Wait. Maybe gentle 'take your time'.",
+        "do_not": "Do not interrupt the system look-up — they may be finding a discount code."
+      }
+    ]
+  },
+  "boundaries": [
+    "Do NOT over-claim cue interpretation. Cues are probabilistic. Hold them lightly.",
+    "Do NOT mirror an angry tone — that escalates. Mirror calm, mirror warmth; do not mirror hostility.",
+    "Do NOT use the direct/assertive voice more than once per call.",
+    "Do NOT comment on the rep's tone aloud unless they bring it up first ('you sound stressed?' is patronizing)."
+  ],
+  "success_signals": [
+    "Rep's pitch drops toward your FM DJ baseline within 60 seconds of you using it.",
+    "Rep's pace slows to match yours.",
+    "Rep starts using disclosure markers ('honestly', 'between us').",
+    "Rep's voice warms after extended labeling — sincere engagement.",
+    "Rep audibly hesitates before a number you'd like to be flexible — and it is."
+  ],
+  "failure_signals": [
+    "Rep's pitch keeps rising despite your calm tone — they may be in a real bind; back off.",
+    "Rep flattens to monotone and stays there — disengaged; consider escalation or callback.",
+    "You can't hear the cues — bad audio. Switch to a better line if possible."
+  ],
+  "exit_strategy": {
+    "on_success": "Once tone is synchronized and warm, land your ask. Tone-aligned asks succeed at much higher rates.",
+    "on_failure": "If you cannot establish tonal alignment in 5-10 minutes, the rep may have been instructed to maintain affect-neutral posture. Pivot to written follow-up where tone is less relevant."
+  },
+  "required_user_info": [
+    "User's natural speaking pace and pitch — for coaching them into the FM DJ voice if they are operating the call.",
+    "Audio quality of the line."
+  ],
+  "contributed_by": "negotiation-master agent (v0.9.87 community drop)"
+}

package/dist/skills/built-in/realestate-agent-vetting.json

@@ -0,0 +1,144 @@
+{
+  "id": "realestate-agent-vetting",
+  "name": "Real-Estate Agent Vetting Call: Experience, Conflicts, Commission",
+  "version": "1.0.1",
+  "category": "real-estate",
+  "tags": [
+    "real-estate",
+    "agent",
+    "realtor",
+    "buyer-representation",
+    "listing-agent",
+    "commission",
+    "conflict-of-interest",
+    "intake",
+    "phone-call",
+    "professional-services"
+  ],
+  "description": "Place an interview / vetting call with a real-estate agent (buyer's or listing) to assess experience in the specific market, surface conflicts of interest (dual agency, transaction brokerage), confirm commission structure post-NAR-settlement, and pin down the representation agreement BEFORE the operator signs.",
+  "disclaimer": "Real-estate agency law and commission practice changed materially under the 2024 NAR settlement (USA): buyer-side compensation is now negotiated separately and buyer-representation agreements are typically required before showings. State law still varies. Confirm the operator's state's current rules with the agent and an attorney where stakes warrant.",
+  "context": {
+    "when_to_use": "Operator is choosing between 2-4 agents to represent them as a buyer or seller. Use BEFORE signing a buyer-representation or listing agreement. Pair with `realestate-agreement-review` (separate skill) when written agreements arrive.",
+    "preconditions": [
+      "Operator has surfaced any prior relationship with the agent, their brokerage, or anyone in the transaction (other side, lender, inspector) — possible conflict.",
+      "Operator has a clear target market: city / zip / neighbourhoods / price band / time horizon.",
+      "Operator knows whether they're buying, selling, or both (potential conflict).",
+      "Operator has interviewed (or plans to interview) at least 1-2 other agents for comparison."
+    ],
+    "estimated_call_duration_minutes": 25
+  },
+  "principles": [
+    "Hyper-local matters more than firm brand. An agent who closed 15 deals last year in the operator's target zip beats a top-of-market agent who works the next city over.",
+    "Dual agency and transaction brokerage are legal in many states but structurally compromise representation. Surface them as a default question; defer signing on any dual-agency arrangement.",
+    "Commission is negotiable. Post-NAR-settlement, buyer-side commission is no longer assumed; buyers may pay their own agent, or negotiate seller concessions to cover it. Listing-side splits are likewise negotiable.",
+    "Length and exclusivity of the representation agreement is where the operator gives up leverage. Shorter is better; non-exclusive is better; specific market scope is better.",
+    "Marketing plans on the listing side and shortlist discipline on the buyer side are concrete deliverables. Push past slogans for specifics.",
+    "Disclosure obligations vary by state, but transparency about prior deals, partnerships with mortgage brokers / inspectors, and referral fees is a fitness test, not a nicety."
+  ],
+  "phrases": {
+    "opener": "Hi — calling for a client looking for [buyer / seller] representation in [target market], [price band]. Before we get into the property side, do you have a few minutes to walk me through your experience in that market and how you usually structure things?",
+    "experience_probe": "How many closed transactions did you personally handle in the last 12 months in [target zip / neighbourhood], on which side, and at what price point? Could you share two recent comps you closed?",
+    "conflicts_probe": "Could you walk me through any potential conflicts — dual agency, transaction brokerage, referral fees from inspectors / lenders / contractors, or relationships with anyone in the operator's transaction? The operator wants disclosure, not avoidance.",
+    "commission_probe": "Post-NAR-settlement, how do you structure compensation on the [buyer / listing] side? What's negotiable, and what's the current local market norm for this price band?",
+    "agreement_probe": "What's the length, exclusivity, and territorial scope of your standard representation agreement? Could you send a copy in advance — including the cancellation provisions?",
+    "buyer_specific_probe": "On the buyer side: how do you source listings, including off-market and pocket listings? What's your offer strategy in a [hot / balanced / cool] market like this one?",
+    "listing_specific_probe": "On the listing side: walk me through your marketing plan — photography, staging recommendations, MLS strategy, open houses, timeline, and pricing approach. What's your average list-to-sale ratio and days-on-market in this submarket?",
+    "team_probe": "Do you work with a team, and if so, who actually handles showings, offers, and negotiations vs your name on the door? Will the operator deal with you personally on offers?",
+    "references_probe": "Could you share three recent client references for transactions on the same side and similar price band, completed in the last 12-18 months?",
+    "stall_to_check": "Let me share the agreement and commission details with the operator. I won't sign anything mid-call.",
+    "graceful_close": "Thank you — could you email the representation agreement, two closed comps, the marketing plan or buyer strategy, and references? The operator will compare across agents and reply within [timeframe]."
+  },
+  "tactics": [
+    {
+      "name": "Anchor to the specific market",
+      "when": "Opening minute.",
+      "script": "Use `experience_probe`. 'How many deals did you close last year' is not the right question — 'how many in MY zip, on MY side, in MY price band' is.",
+      "priority": 1
+    },
+    {
+      "name": "Surface dual agency and referral fees",
+      "when": "Early in the call.",
+      "script": "Use `conflicts_probe`. The right answer is full disclosure of any relationships AND a policy: 'I don't take referral fees from inspectors I refer' or 'I disclose every fee in writing'. Refusal to discuss is the failure signal.",
+      "priority": 2
+    },
+    {
+      "name": "Get commission terms in the open",
+      "when": "After conflicts.",
+      "script": "Use `commission_probe`. Specifically post-NAR-settlement: how is buyer-side comp expected to be paid in this market? Is the agent open to flat-fee / discounted / performance-tier structures?",
+      "priority": 3
+    },
+    {
+      "name": "Side-specific deliverables",
+      "when": "Mid-call.",
+      "script": "Use `buyer_specific_probe` OR `listing_specific_probe` depending on side. Push for specifics: 'three concrete actions in the first week if we hire you'.",
+      "priority": 4
+    },
+    {
+      "name": "Who actually does the work",
+      "when": "After fit basics.",
+      "script": "Use `team_probe`. Big-name agents often pass showings and offers to junior team members. That's fine if the operator knows; misleading if the agent's bio doesn't say so.",
+      "priority": 5
+    },
+    {
+      "name": "Probe the representation agreement",
+      "when": "Before any commitment.",
+      "script": "Use `agreement_probe`. Length (90 days vs 12 months), exclusivity, termination, and scope are the most leveraged terms. Request the document in writing."
+    },
+    {
+      "name": "Request real references",
+      "when": "Late in call.",
+      "script": "Use `references_probe`. Same side, same price band, last 12-18 months. Operator can call one for a sanity check."
+    },
+    {
+      "name": "Defer signing",
+      "when": "Agent presents agreement mid-call.",
+      "script": "Use `stall_to_check`. Any agreement requires offline review. No exceptions."
+    }
+  ],
+  "boundaries": [
+    "Do NOT sign a buyer-representation or listing agreement mid-call. Use ask_operator.",
+    "Do NOT consent to dual agency or designated agency without an explicit, in-writing, operator-approved acknowledgment.",
+    "Do NOT share the operator's maximum buy price (buyer side) or minimum acceptable price (seller side) with the agent before the representation agreement is in place. This is leverage you don't give away pre-engagement.",
+    "Do NOT accept referrals to lenders / inspectors / title from the agent without independent verification — referral fees are common and bias the recommendation.",
+    "Do NOT commit to viewing properties or hosting an open house in a manner the operator hasn't approved.",
+    "Do NOT pay any 'consultation fee', 'admin fee', or 'transaction coordinator fee' on this call without operator authorisation."
+  ],
+  "success_signals": [
+    "Specific recent deal counts in the operator's market with side and price-band detail.",
+    "Open disclosure of any conflicts, dual-agency policy, and referral-fee posture.",
+    "Commission structure described as negotiable, with current market norms cited.",
+    "Representation agreement will be sent in writing with termination terms.",
+    "Side-specific concrete deliverables — buyer shortlist process or seller marketing plan.",
+    "Clear identification of who handles each step (agent vs team).",
+    "Three references offered without hesitation."
+  ],
+  "failure_signals": [
+    "Vague or inflated transaction numbers ('top 1% of agents nationally') with nothing specific to the operator's market.",
+    "Refusal or evasion on conflicts and referral fees.",
+    "Pressure to sign a long exclusive representation agreement on the call.",
+    "Insistence on dual agency without alternative.",
+    "Commission framed as 'standard' and non-negotiable.",
+    "No-marketing-plan on listing side; no off-market access on buyer side.",
+    "Bait-and-switch with junior team members never disclosed up front."
+  ],
+  "exit_strategy": {
+    "on_success": "Confirm agent will email: representation agreement (with termination, scope, length, exclusivity), two recent closed comps, side-specific plan, references, and conflicts disclosure. Operator will compare across 2-3 agents and respond within [timeframe]. Note named agent of record, brokerage, license number.",
+    "on_failure": "Politely close. Ask the agent if they can refer to a colleague who's more active in the specific zip / price band. Report back to the operator with specific reasons.",
+    "follow_ups": [
+      "Email the operator: agent name, brokerage, license, market activity, conflicts disclosure, commission framing, agreement length, red/green flags, comparative recommendation.",
+      "After all interviews: side-by-side comparison; pick the agent before signing anything.",
+      "Independent verification of license status via state real-estate commission."
+    ]
+  },
+  "required_user_info": [
+    "Buyer / seller side and target market (city / zip / neighbourhood / price band)",
+    "Timeline and motivation (urgency, life event, investment vs primary)",
+    "Any existing relationship with agents, brokerages, or transaction parties (conflict surfacing)",
+    "Operator's state and any known state-specific agency rules (dual agency permitted, designated agency, etc.)",
+    "Budget range (buyer) or net target (seller) — held privately, not shared with agent yet",
+    "Operator's willingness to pay buyer-agent comp out of pocket vs require seller concessions (post-NAR-settlement question)",
+    "Operator's communication preferences and decision timeline"
+  ],
+  "contributed_by": "professional-intake agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:10:08Z"
+}

package/dist/skills/built-in/receive-difficult-news.json

@@ -0,0 +1,115 @@
+{
+  "id": "receive-difficult-news",
+  "name": "Receive Difficult News on Behalf of the Operator",
+  "version": "1.0.0",
+  "category": "other",
+  "tags": [
+    "bad-news",
+    "test-results",
+    "denial",
+    "rejection",
+    "phone-call",
+    "composure",
+    "intermediary",
+    "emotional-intelligence"
+  ],
+  "description": "Take a hard outcome — a test result, a claim denial, a rejection, a refusal — on the operator's behalf with composure, get every piece of information they will need, and stay regulated enough to ask the next-step questions before the line closes.",
+  "disclaimer": "If the news is a medical or mental-health crisis (a positive result for a serious illness, a mental-health danger signal), follow the operator's documented preferences. If none exist, deliver the news in person/by warm channel rather than text, and ensure the operator is not alone when they get it.",
+  "context": {
+    "when_to_use": "You are the intermediary on a call where the rep is delivering news the operator will find hard — a denied claim, a no, a difficult diagnosis being relayed by a clinic, a 'we've decided to go another direction.' The operator is not on the line.",
+    "preconditions": [
+      "Operator has authorised you to receive sensitive information on their behalf.",
+      "You have a way to deliver the news back to the operator (channel + recommended timing).",
+      "You know which DETAILS the operator will need beyond the headline (dates, reasons, appeal windows, next steps)."
+    ],
+    "estimated_call_duration_minutes": 10
+  },
+  "principles": [
+    "Your job is to be a clean conduit. Emotion belongs to the operator, not to you on their behalf.",
+    "The rep is often relieved that you are composed. Composed callers get more information than tearful ones, fairly or not.",
+    "The first 30 seconds after the news are the information-richest. Get the questions out before the rep wraps.",
+    "Repeat the news back, verbatim, before reacting. This locks in accuracy and buys you composure-time.",
+    "Do not editorialise. 'That's awful' or 'wow that's unfair' belongs in your debrief to the operator, not the call.",
+    "Plan the operator delivery while still on the call. The rep gave you data; now you need delivery channel + framing."
+  ],
+  "phrases": {
+    "acknowledge_and_lock_in": "Thank you for telling me. Let me read it back to make sure I have it right: [exact words]. Did I get that correctly?",
+    "ask_for_reason": "Could you walk me through the reason — I want to be able to explain it accurately to [operator].",
+    "ask_for_next_steps": "What are the options from here? Is there an appeal, a re-test, or a different path we can consider?",
+    "ask_for_timing": "What's the timeline — when does this take effect, and what's the deadline if there's a way to respond?",
+    "ask_for_written": "Will this come in writing — letter, email, portal message? When should we expect it?",
+    "request_contact_for_followup": "If [operator] has questions after I deliver this, who is the best person and number for them to call?"
+  },
+  "tactics": [
+    {
+      "name": "Lock the headline before reacting",
+      "when": "Immediately after the rep delivers the news.",
+      "script": "Use `acknowledge_and_lock_in`. Read it back literally. This protects accuracy AND gives you a beat to regulate.",
+      "priority": 1
+    },
+    {
+      "name": "Sweep for the four questions",
+      "when": "Once the headline is locked.",
+      "script": "Reason / next steps / timing / written confirmation. Get all four before the call closes — they're harder to get on a callback. Use the four `ask_for_*` phrases.",
+      "priority": 2
+    },
+    {
+      "name": "Tone-shift detector — REP IS UNCOMFORTABLE",
+      "when": "Rep speaks quickly, uses softeners ('unfortunately', 'I'm so sorry to have to tell you'), or volunteers extra context.",
+      "script": "Slow down. Thank them once, sincerely. Reps who feel bad sometimes share information they're not technically supposed to — make space for it without prompting.",
+      "priority": 3
+    },
+    {
+      "name": "Tone-shift detector — REP IS DETACHED",
+      "when": "Rep reads it like an item on a script, no softener.",
+      "script": "Do not perform emotion to pull warmth out of them. Stay calm and businesslike — you'll get more information by matching their register than by guilting them.",
+      "priority": 4
+    },
+    {
+      "name": "Capture the human details too",
+      "when": "Towards the end of the call.",
+      "script": "Get the rep's name, employee ID, the time, and any case/reference number. Get the spelling. This is what makes a credible report to the operator and a credible appeal.",
+      "priority": 5
+    },
+    {
+      "name": "Plan the operator delivery before hanging up",
+      "when": "Last minute of the call.",
+      "script": "Decide: which channel (call vs. text vs. in-person), when (now vs. let them finish work), and what to lead with. Do not deliver until you've decided. A botched delivery is sometimes worse than a delayed one."
+    }
+  ],
+  "boundaries": [
+    "Do NOT relay the news to the operator inside this call by three-way without their explicit standing consent.",
+    "Do NOT speculate to the rep ('they're going to be devastated', 'this is going to ruin them'). Keep the operator's interior private.",
+    "Do NOT argue with the rep on the spot. Take the information cleanly; argue in writing on appeal.",
+    "Do NOT delay delivering the news to the operator unreasonably — they may need the time window to act.",
+    "Do NOT improve the news for the operator's sake. They need it accurate; reframing belongs after the facts."
+  ],
+  "success_signals": [
+    "You can recite the news back verbatim.",
+    "You have all four facts (reason / next steps / timing / written).",
+    "You have a case number and rep ID.",
+    "The rep ends the call somewhere between 'I'm sorry' and 'have a good day' — neither was performance."
+  ],
+  "failure_signals": [
+    "You realise after hanging up you missed the timeline.",
+    "You editorialised mid-call and the rep got formal again.",
+    "You started crying or audibly reacting — composure is the job here.",
+    "The news isn't in writing and you have no way to confirm it."
+  ],
+  "exit_strategy": {
+    "on_success": "End politely, thank the rep for being thorough. Hang up. PAUSE for 30 seconds before contacting the operator — gather your phrasing.",
+    "on_failure": "If you missed information, call back and ask for the same rep if possible: 'I want to make sure I represent this correctly to [operator] — can you confirm [thing I missed]?'",
+    "follow_ups": [
+      "Deliver to the operator via the channel + timing you decided, with the headline first and the four facts ready.",
+      "Save a written record (your notes + any letter that arrives) — operator may need it for appeal, insurance, HR.",
+      "Schedule a check-in with the operator 24-48h later — first-day reactions and second-day reactions differ."
+    ]
+  },
+  "required_user_info": [
+    "Standing preference: how does the operator want hard news delivered (call vs text, immediately vs end of day)?",
+    "Who else, if anyone, is authorised to know?",
+    "Any appeal / response timeline the operator wants to defend by default."
+  ],
+  "contributed_by": "emotional-intel agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/recording-claim-conversation-legally.json

@@ -0,0 +1,121 @@
+{
+  "id": "recording-claim-conversation-legally",
+  "name": "Record a Claim Conversation Legally (Two-Party-Consent States)",
+  "version": "1.0.0",
+  "category": "finance-admin",
+  "tags": [
+    "recording",
+    "consent",
+    "two-party",
+    "compliance",
+    "documentation",
+    "phone-call",
+    "insurance"
+  ],
+  "description": "Record an insurance call legally and usefully. Establish consent properly for two-party-consent jurisdictions, get the carrier's own recording disclosed in writing, and create a recording trail that's admissible later — without creating wiretap exposure for the user.",
+  "disclaimer": "Agent must NEVER admit fault, NEVER agree to a settlement on the operator's behalf, NEVER speculate about prior conditions, NEVER sign a release. All of those route through ask_operator. Recording law is state- and country-specific and changes — this skill provides framing, not legal advice; route legal questions through `ask_operator`.",
+  "context": {
+    "when_to_use": "The user wants to record a call with their insurance carrier for documentation — common before a critical adjuster call, recorded statement, denial discussion, or settlement-offer call. Use to establish proper consent BEFORE substantive content begins.",
+    "preconditions": [
+      "User knows whether the call will cross any two-party-consent state line — recording law generally follows the strictest applicable jurisdiction (caller, recipient, or where the call is physically received).",
+      "Recording mechanism is ready (call recorder app, hardware recorder, or platform native recording).",
+      "User understands that the carrier is almost certainly recording too, and is entitled to ask for that recording.",
+      "User has thought through whether they want the recording to be discoverable later (it may be subpoenaed or required in litigation)."
+    ],
+    "estimated_call_duration_minutes": 5
+  },
+  "principles": [
+    "Two-party-consent states (commonly cited: California, Connecticut, Delaware, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Oregon, Pennsylvania, Washington — verify current statute) require all parties to consent before recording.",
+    "When in doubt, get explicit consent. The legal cost of asking is zero; the cost of not asking can be a wiretap-statute violation.",
+    "Consent should be ON THE RECORDING. 'May I record this call for my records?' followed by 'Yes' on tape is the simplest and strongest evidence.",
+    "Carrier-recorded statements are routinely used against policyholders later. The user is entitled to their own copy.",
+    "Don't make the recording a secret. Disclosed recordings are admissible; undisclosed recordings in two-party states are not — and may be criminal.",
+    "If the rep refuses to be recorded: respect that. Either (a) hang up and consider the carrier's posture, or (b) proceed without recording but take meticulous contemporaneous notes."
+  ],
+  "phrases": {
+    "consent_open": "Before we start — I'd like to record this call for my own records, and I assume you may be recording on your side as well. Do I have your consent to record?",
+    "ask_carrier_recording": "Are you recording this call on your side? And if so, can I request a copy of the recording afterwards through the claim file?",
+    "if_refused": "I understand. We'll proceed without recording on my side. Could you confirm for the record whether the carrier is recording, and that I can request a copy of any recorded statement I provide?",
+    "log_consent_clearly": "Just to make sure we both have it on the record: today is [date], the time is [time], we're discussing claim [number], you've identified yourself as [rep name + ID + carrier], and you've consented to recording. Thank you.",
+    "decline_recorded_statement_separately": "I'm happy to discuss the matter and have this call recorded by both sides for documentation. But I'm NOT consenting to a formal 'recorded statement' for use as a deposition substitute — those go through my [operator / attorney] first.",
+    "graceful_close": "Thanks. To confirm: this call was recorded with mutual consent, the carrier is also recording, I'll request a copy through the claim file, and the recording on my side will be saved as [filename / location]."
+  },
+  "tactics": [
+    {
+      "name": "Ask for consent BEFORE substantive content",
+      "when": "Right after the rep identifies themselves.",
+      "script": "Use the `consent_open` phrase. Get a clear 'yes' on the recording. If the rep says 'yes', you have consent on tape. If 'no', stop the recording immediately and decide whether to proceed.",
+      "priority": 1
+    },
+    {
+      "name": "Disclose mutual recording explicitly",
+      "when": "Right after consent is given.",
+      "script": "Use the `log_consent_clearly` phrase. State the date, time, claim number, rep identity, and consent on tape. This is the metadata that makes the recording usable later.",
+      "priority": 2
+    },
+    {
+      "name": "Ask for the carrier's recording too",
+      "when": "Mid-call or close.",
+      "script": "Use the `ask_carrier_recording` phrase. Most carriers record by default. The user has a right to know AND in most cases to receive a copy via the claim file.",
+      "priority": 3
+    },
+    {
+      "name": "Separate 'recording the call' from 'giving a recorded statement'",
+      "when": "Rep treats recording-the-call as equivalent to a recorded statement.",
+      "script": "Use the `decline_recorded_statement_separately` phrase. Documenting a normal service call ≠ a recorded statement intended as a deposition-equivalent. Confusing the two is a common rep tactic.",
+      "priority": 4
+    },
+    {
+      "name": "Respect a 'no' on consent",
+      "when": "Rep refuses to be recorded.",
+      "script": "Use the `if_refused` phrase. Stop your recording. Proceed with detailed real-time notes (date/time-stamped). Consider following up in writing to convert verbal commitments into a paper trail.",
+      "priority": 5
+    },
+    {
+      "name": "Save the recording with metadata",
+      "when": "After the call.",
+      "script": "File the recording with: date, time, parties, claim number, rep name + ID, consent timestamp. Bare audio is hard to authenticate later; recordings paired with metadata + contemporaneous notes are robust.",
+      "priority": 6
+    }
+  ],
+  "boundaries": [
+    "Do NOT record without consent in any jurisdiction where any party is in a two-party-consent state. The legal exposure (criminal in some states; civil in most) outweighs the documentation benefit.",
+    "Do NOT use a covert recording as evidence in a claim dispute — admissibility is questionable and can damage the user's credibility.",
+    "Do NOT alter or edit a recording. Save the raw file. Edited audio is inadmissible everywhere.",
+    "Do NOT share a recording externally (social media, public posts) without `ask_operator` — privacy torts and defamation exposure apply even when the content is true.",
+    "Do NOT confuse 'I'm recording this for my own records' with 'I'm giving you a recorded statement'. The first is documentation; the second is legal evidence.",
+    "Do NOT treat any of the above as legal advice. State laws vary and evolve. Route any uncertainty through `ask_operator` for legal-counsel referral."
+  ],
+  "success_signals": [
+    "Clear 'yes' on tape from the rep regarding recording consent.",
+    "Date, time, parties, and claim number captured on the recording.",
+    "Carrier's own recording confirmed and copy-request path documented.",
+    "Recorded-statement vs documentation-recording distinction acknowledged.",
+    "Recording saved with metadata after the call."
+  ],
+  "failure_signals": [
+    "Rep refuses consent.",
+    "Rep treats the consent question as hostile and escalates.",
+    "Rep agrees verbally but the recording captured no audible 'yes' (ambient noise, garbled audio).",
+    "Rep claims the user can't request a copy of the carrier's recording (often incorrect — push back via supervisor)."
+  ],
+  "exit_strategy": {
+    "on_success": "Save the recording with metadata. File a written recap of what was discussed (a contemporaneous summary boosts admissibility). If the carrier confirmed they are also recording, send a written request to the adjuster asking for a copy via the claim file.",
+    "on_failure": "If consent is refused, stop recording and switch to detailed real-time notes — timestamped, contemporaneous, written immediately during the call. Follow up in writing the same day to capture commitments. Route any escalation through `ask_operator`.",
+    "follow_ups": [
+      "Save the recording in a backed-up location.",
+      "Write a one-page summary of the call within 1 hour while memory is fresh.",
+      "Request the carrier's recording in writing via the claim file.",
+      "If the call substance is significant, route through `ask_operator` for attorney review before relying on the recording."
+    ]
+  },
+  "required_user_info": [
+    "User's state and the carrier's call-center state (drives which consent regime applies)",
+    "Recording mechanism (app, hardware, platform)",
+    "Claim number and rep name/ID once on the call",
+    "Operator's preference on whether to proceed without recording if consent is refused",
+    "Whether the user has an attorney engaged on the underlying claim"
+  ],
+  "contributed_by": "insurance-claims agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}