@agenticmail/core 0.9.32 → 0.9.33

package/dist/skills/built-in/attorney-new-client-intake.json

@@ -0,0 +1,133 @@
+{
+  "id": "attorney-new-client-intake",
+  "name": "New-Client Intake With a Specialist Attorney",
+  "version": "1.0.1",
+  "category": "legal-admin",
+  "tags": [
+    "legal",
+    "attorney",
+    "lawyer",
+    "intake",
+    "consultation",
+    "phone-call",
+    "fee-agreement",
+    "professional-services"
+  ],
+  "description": "Place an intake / discovery call with a specialist attorney's office to triage whether the matter is a fit, whether the consult is free or paid, what the fee structure looks like, and to surface conflicts of interest BEFORE the operator signs anything.",
+  "disclaimer": "Nothing said on this call is legal advice — the call is to evaluate the attorney, not to receive counsel. Engagement only begins once a signed fee agreement exists. Do not sign or pay anything mid-call without the operator's explicit approval via ask_operator.",
+  "context": {
+    "when_to_use": "The operator needs a lawyer in a specific practice area (employment, family, immigration, IP, criminal, estate, PI, etc.) and is screening candidates. Use BEFORE the operator has committed to retaining the firm. Pair with `attorney-fee-agreement-review` (separate skill) once a written engagement letter arrives.",
+    "preconditions": [
+      "Operator has summarised the matter in 2-4 sentences (facts, jurisdiction, opposing party if any).",
+      "Operator has a rough budget range and timeline.",
+      "Operator has confirmed the firm appears to practice in this area (website / referral / bar directory).",
+      "Operator has provided the names of every adverse party so the firm can run a conflicts check."
+    ],
+    "estimated_call_duration_minutes": 25
+  },
+  "principles": [
+    "You are vetting them as much as they are vetting you. A good lawyer welcomes informed questions; a defensive one is a red flag.",
+    "Free 15-minute intakes are screening calls, not legal advice. Don't expect a strategy session — expect fit + fees + conflicts.",
+    "Fee structure (hourly vs flat vs contingency vs hybrid) shapes everything downstream. Get clarity in writing before signing anything.",
+    "Conflicts of interest disqualify firms instantly. Surface every adverse name and entity upfront so the firm can clear conflicts.",
+    "Specialisation matters more than the marquee firm. A solo who lives in this practice area often beats a generalist at a big shop.",
+    "Engagement begins with a signed fee agreement — never with a verbal yes. Until then, nothing is privileged and nothing is owed."
+  ],
+  "phrases": {
+    "opener": "Hi — calling for [operator's first name or 'a client'] looking for [practice area] representation. Before I get into the details, can I check a couple of things — do you handle this kind of matter, and is the initial consult free or paid?",
+    "conflicts_disclosure": "Before we go further, the adverse parties / other interested parties are: [list]. Could you check for conflicts before I share any privileged-adjacent facts?",
+    "fee_probe": "Could you walk me through how the firm bills for this kind of matter — hourly, flat-fee, contingency, or hybrid? And what's the rate of the attorney who'd actually be working the file, plus any associate or paralegal rates?",
+    "scope_probe": "What does the engagement typically cover, and what falls outside scope? For example, would [foreseeable next step] be billed separately?",
+    "retainer_probe": "What's the upfront retainer, and is it refundable if unused? Where is it held — trust account or operating account?",
+    "specialisation_probe": "How many matters like this has the firm handled in the last two years, and would the attorney on the line today be the one actually doing the work?",
+    "timeline_probe": "Realistically, what's the timeline from engagement to [first meaningful milestone — filing, demand letter, hearing, closing]?",
+    "stall_to_check": "Let me check with [operator] before I commit to anything on fees or signatures — I want to make sure they hear the numbers directly.",
+    "graceful_close": "Thank you, this was really helpful. Could you send the engagement letter and fee schedule in writing? [Operator] will review and we'll come back with a decision in [timeframe]. What's the best email for that?"
+  },
+  "tactics": [
+    {
+      "name": "Front-load conflicts and fit",
+      "when": "First 2 minutes of the call.",
+      "script": "Use the `opener` then the `conflicts_disclosure`. If the firm has a conflict, the call ends in 90 seconds with no facts shared — protecting both sides. If they handle this area, proceed.",
+      "priority": 1
+    },
+    {
+      "name": "Pin down WHO does the work",
+      "when": "After fit is confirmed.",
+      "script": "Use the `specialisation_probe`. Big-firm intake often pitches the partner; the work gets done by a second-year associate. Find out who actually owns the file day-to-day and what their rate is.",
+      "priority": 2
+    },
+    {
+      "name": "Make the fee math concrete",
+      "when": "Fee structure has been described in the abstract.",
+      "script": "Ask: 'For a matter that resolves in [typical scenario], what does the total bill usually land at — low end and high end?' Push past 'it depends' once; a competent attorney can give a range.",
+      "priority": 3
+    },
+    {
+      "name": "Probe the retainer mechanics",
+      "when": "An upfront retainer is mentioned.",
+      "script": "Use `retainer_probe`. Trust-account retainers (held until earned) are standard and refundable; 'evergreen' retainers that auto-replenish need explicit operator consent. Earned-on-receipt retainers can be a red flag for small consumer matters.",
+      "priority": 4
+    },
+    {
+      "name": "Listen for hedge language",
+      "when": "Throughout the call.",
+      "script": "An honest lawyer says 'I don't know yet, here's what I'd need to know'. A bad one promises outcomes. Note any guarantee of result — most bars prohibit this and it's a discipline risk.",
+      "priority": 5
+    },
+    {
+      "name": "Defer signature to the operator",
+      "when": "Intake coordinator tries to send DocuSign mid-call.",
+      "script": "Use the `stall_to_check` phrase. NEVER e-sign on the operator's behalf. Ask them to email the engagement letter; the operator reviews offline. This is non-negotiable.",
+      "priority": 6
+    },
+    {
+      "name": "Ask about malpractice insurance",
+      "when": "Near end of call, after fees.",
+      "script": "Ask: 'Does the firm carry professional liability insurance?' Many solos in some states do not — not disqualifying, but the operator should know."
+    }
+  ],
+  "boundaries": [
+    "Do NOT sign an engagement letter, fee agreement, or e-sign mid-call. ALWAYS use ask_operator first.",
+    "Do NOT pay a retainer or provide payment details on this call. Funds flow only after the operator has reviewed the written agreement.",
+    "Do NOT share privileged facts before conflicts are cleared.",
+    "Do NOT accept a verbal-only fee quote — get it in writing before any commitment.",
+    "Do NOT disclose the operator's settlement floor, walk-away number, or maximum budget. Those are not the attorney's business until retained.",
+    "Do NOT let the firm use this call as billable time. Confirm the consult is free (or the agreed flat rate) at the start."
+  ],
+  "success_signals": [
+    "The firm runs a conflicts check on the spot or commits to a same-day result.",
+    "The attorney who would handle the matter speaks personally, not just an intake coordinator.",
+    "Fees are quoted as a range with assumptions, not as a vague 'it depends'.",
+    "Retainer is held in a trust account and is refundable to the extent unearned.",
+    "Engagement letter will be emailed for offline review.",
+    "Attorney names a specific next step and timeline."
+  ],
+  "failure_signals": [
+    "Pressure to sign or pay during the call.",
+    "Refusal to disclose the actual working attorney's name or rate.",
+    "Outcome guarantees ('we always win these').",
+    "Vague conflicts handling ('we'll figure that out later').",
+    "Earned-on-receipt retainer with no refund mechanism on a small matter.",
+    "Intake coordinator who will not transfer you to an attorney before payment."
+  ],
+  "exit_strategy": {
+    "on_success": "Confirm the firm will email the engagement letter, fee schedule, and a written summary of conflicts clearance. Note attorney name, bar number if mentioned, hourly rate(s), retainer amount, and quoted timeline. Tell the firm the operator will respond within [timeframe].",
+    "on_failure": "Politely close. If conflicts existed, thank them for clearing it quickly. If fit was wrong, ask for one or two referrals to firms that do handle this area — most lawyers will give them.",
+    "follow_ups": [
+      "Email the operator: firm name, attorney name, fee structure, retainer, timeline, red/green flags, recommended next step.",
+      "If proceeding: calendar 48-hour review window for the engagement letter before any signature.",
+      "If declining: note the firm in operator's records with reason, so they aren't re-contacted by mistake."
+    ]
+  },
+  "required_user_info": [
+    "Practice area and 2-4 sentence matter summary",
+    "Full list of adverse parties and other interested entities (for conflicts check)",
+    "Jurisdiction (state, sometimes county)",
+    "Approximate budget range and time horizon",
+    "Whether the operator has talked to other attorneys about this matter (relevant for conflicts and strategy)",
+    "Operator's preferred email for the engagement letter"
+  ],
+  "contributed_by": "professional-intake agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/bant-discovery-call.json

@@ -0,0 +1,125 @@
+{
+  "id": "bant-discovery-call",
+  "name": "Run a BANT Discovery Call (Budget, Authority, Need, Timing)",
+  "version": "1.0.0",
+  "category": "other",
+  "tags": [
+    "discovery",
+    "qualification",
+    "BANT",
+    "phone-call",
+    "sales-process",
+    "outreach-sales"
+  ],
+  "description": "Run a short qualifying conversation with a live prospect to determine whether their Budget, Authority, Need, and Timing align well enough to justify a follow-up. The goal is honest mutual qualification — not extracting commitment.",
+  "disclaimer": "Skills assume the call is solicited by the operator. NEVER use these to power a mass-cold-call campaign without the operator's explicit per-prospect authorisation.",
+  "context": {
+    "when_to_use": "A prospect has agreed to a discovery / intro call (~15-20 minutes). The operator wants to know whether to invest further sales motion or politely disqualify.",
+    "preconditions": [
+      "Prospect has consented to a discovery call (not ambushed on a cold dial).",
+      "Operator has supplied the one-line value prop and the ideal-customer profile.",
+      "Agent has researched the prospect's company at the level a peer would expect.",
+      "Agent has a graceful out for both 'great fit' and 'not a fit'."
+    ],
+    "estimated_call_duration_minutes": 18
+  },
+  "principles": [
+    "Discovery is mutual. You are qualifying them; they are qualifying you. Both sides should leave with a clearer no or a clearer yes.",
+    "Earn each BANT question before asking it. Premature 'what's your budget?' kills the call.",
+    "Listen more than you talk. Target 30% agent / 70% prospect by minute count.",
+    "Open questions over closed ones. 'What does success look like in 90 days?' opens; 'do you need feature X?' closes.",
+    "Disqualifying gracefully is a win. A clean 'we're not the right fit' protects both sides' time and builds long-term trust.",
+    "Take notes verbatim where possible — exact quotes from the prospect become the operator's best follow-up material."
+  ],
+  "phrases": {
+    "opener": "Thanks for the time today. Just to set expectations — I want to use the next 15 or so minutes to understand what you're working on, see if what [operator] does is actually relevant, and if not, save us both the next meeting. Sound good?",
+    "need_open": "What's the thing that made you take this call? What's going on right now that made [topic] worth 15 minutes?",
+    "need_deepen": "Got it. And what have you tried so far? What's worked, what hasn't?",
+    "authority_soft": "If you decided this was worth doing, who else would be involved in the call to bring it forward — anyone we should loop in next?",
+    "timing_open": "Where does this sit on your list right now — is it a 'this quarter' thing, a 'thinking about next year' thing, or somewhere in between?",
+    "budget_indirect": "Without getting into numbers, is there an existing budget line this would fit into, or would it need to be a new line of spend?",
+    "graceful_disqualify": "Based on what you've described, I'm not sure we're the right fit — and I'd rather tell you that now than waste a follow-up. Here's what I think you actually need: [reframe]. Want me to point you in that direction?",
+    "graceful_next_step": "This sounds like it's worth a second conversation. Could I propose [specific concrete next step] — would [day/time] work?"
+  },
+  "tactics": [
+    {
+      "name": "Open with a frame, not a pitch",
+      "when": "First 60 seconds of the call.",
+      "script": "Use the `opener` phrase. Naming 'we might not be a fit and that's fine' lowers the prospect's defences and the conversation gets real fast.",
+      "priority": 1
+    },
+    {
+      "name": "Start with N (Need) — never with B (Budget)",
+      "when": "After the opener.",
+      "script": "Use `need_open` and follow with `need_deepen`. Spend the first 5-7 minutes here. The other three letters become easy if Need is real and undervague.",
+      "priority": 2
+    },
+    {
+      "name": "Probe Authority gently, never as gatekeeping",
+      "when": "Around minute 8-10, after Need is clear.",
+      "script": "Use `authority_soft`. Phrase it as 'who else benefits' not 'are you the decision-maker?' — the latter is patronising and produces nothing useful.",
+      "priority": 3
+    },
+    {
+      "name": "Ask Timing before Budget",
+      "when": "After Need + Authority are clearer.",
+      "script": "Use `timing_open`. Timing tells you whether the next step is a follow-up call or a calendared check-in in 2 quarters.",
+      "priority": 4
+    },
+    {
+      "name": "Ask Budget indirectly",
+      "when": "Last of the four, only if Need + Timing both pass.",
+      "script": "Use `budget_indirect`. You rarely need an exact dollar figure on a discovery call — you need to know if money exists or has to be invented.",
+      "priority": 5
+    },
+    {
+      "name": "Disqualify out loud when it's clear",
+      "when": "It's clear they're not a fit AND there's still 5+ minutes left.",
+      "script": "Use `graceful_disqualify`. Don't burn the last 5 minutes politely pretending. Disqualify, offer something useful (a referral, a resource), and end early — they will remember it positively.",
+      "priority": 6
+    },
+    {
+      "name": "Close on one concrete next step",
+      "when": "Last 2 minutes of the call.",
+      "script": "Use `graceful_next_step`. One step, with a proposed time. Vague 'I'll send you something' closes drift into ghosting."
+    }
+  ],
+  "boundaries": [
+    "Do NOT push past 'no budget' by suggesting they reorganise their priorities — that's pressure, not discovery.",
+    "Do NOT promise capabilities the operator hasn't authorised you to promise.",
+    "Do NOT record or transcribe the call without explicit consent.",
+    "Do NOT use BANT as an interrogation — if the prospect resists, switch to open conversation. The framework is internal scaffolding, not a script the prospect has to recognise.",
+    "Do NOT continue qualifying after Need has clearly failed. If there's no real problem to solve, you're not their vendor."
+  ],
+  "success_signals": [
+    "Prospect describes Need in their own words with specifics (numbers, recent events, named pain).",
+    "Prospect names other people on their side ('I'd loop in our CTO and head of ops').",
+    "Prospect commits to a concrete next-step time on the call.",
+    "Prospect asks pricing-shaped questions of their own initiative.",
+    "Prospect references a specific timeline (quarter, fiscal year event)."
+  ],
+  "failure_signals": [
+    "Need answers stay abstract ('we just want to be more efficient').",
+    "Prospect cannot or will not name anyone else who would be involved.",
+    "Timing is 'no idea' or 'someday'.",
+    "Budget answer is 'we don't really do that kind of spend' AND nothing about Need indicates it's worth changing that.",
+    "Prospect is on the call clearly to be polite, not to evaluate."
+  ],
+  "exit_strategy": {
+    "on_success": "Confirm the next step verbally, send a calendar invite within 2 hours, and a short recap email within 24 hours with the prospect's own words quoted back.",
+    "on_failure": "Politely disqualify on the call. Offer a useful referral if you have one. Send a 2-line follow-up email thanking them and confirming you're not pushing.",
+    "follow_ups": [
+      "Write a one-paragraph CRM note: BANT score per dimension, exact prospect quotes, next step or disqualification reason.",
+      "If timing was 'next year', set a calendar reminder to re-contact 30 days before the named window."
+    ]
+  },
+  "required_user_info": [
+    "Operator's one-line value prop and ideal customer profile",
+    "Operator's pricing band (so the agent can interpret budget answers)",
+    "What 'qualified' looks like for the operator — minimum thresholds per BANT dimension",
+    "Operator's authorised next-step options (demo / proposal / pilot / referral-out)",
+    "Whether the agent may quote pricing live or must defer to the operator"
+  ],
+  "contributed_by": "sales-outbound agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/book-new-patient-appointment.json

@@ -0,0 +1,131 @@
+{
+  "id": "book-new-patient-appointment",
+  "name": "Book a New-Patient Appointment with Limited Availability",
+  "version": "1.0.1",
+  "category": "medical-admin",
+  "tags": [
+    "scheduling",
+    "new-patient",
+    "appointments",
+    "phone-call",
+    "waitlist",
+    "healthcare"
+  ],
+  "description": "Call a clinic or specialist's office to book an initial new-patient visit when the practice is taking few or no new patients. Use waitlists, cancellation slots, and provider-flexibility to land a real appointment instead of being told 'we'll call you back'.",
+  "disclaimer": "Not medical advice. Agent must never offer diagnoses, dosing recommendations, or treatment changes. Surface those decisions to the operator via ask_operator.",
+  "context": {
+    "when_to_use": "Operator needs an initial appointment with a practice that is 'closed to new patients', booking out 3+ months, or has a referral-only policy. Not for established-patient visits (use `reschedule-appointment`).",
+    "preconditions": [
+      "Operator's full legal name, DOB, and the insurance plan name + member ID are provided (do not guess them).",
+      "Reason for visit in plain language (e.g. 'annual physical', 'persistent knee pain since March') — NOT a self-diagnosis.",
+      "Operator's geographic constraints, preferred days/times, and whether telehealth is acceptable.",
+      "If referral-only: name of referring provider and whether a referral has actually been sent.",
+      "Operator's flexibility: would they take a different provider in the same group? A cancellation slot at short notice?"
+    ],
+    "estimated_call_duration_minutes": 15
+  },
+  "principles": [
+    "Front-desk staff are gatekeepers, not adversaries — warmth opens slots that policy says don't exist.",
+    "'Not taking new patients' is rarely literal. It usually means 'not via the public phone tree' — a referring provider, a cancellation list, or a different doctor in the same group is often available.",
+    "Specificity beats flexibility in opener, then flexibility beats specificity in close. Say what you need clearly; once they push back, become the easiest patient on their list.",
+    "Verify slot details twice — practice, provider, date, time, in-person vs telehealth, address. Healthcare schedulers misroute constantly.",
+    "If the rep contradicts something said earlier in the call (e.g. now says insurance not accepted after saying it was), STOP and re-verify before booking. Do not paper over the conflict."
+  ],
+  "phrases": {
+    "opener": "Hi, I'm calling on behalf of [Operator Name] to establish care as a new patient with Dr. [Name] / your practice. The reason for the visit is [reason]. What's the soonest you have, and is there a cancellation list I can be added to in the meantime?",
+    "insurance_check": "Before we book, can you confirm you're in-network with [Plan Name]? I want to make sure we don't get surprised on billing.",
+    "ask_for_cancellation_list": "Even if the first available is months out, can you add us to your cancellation or short-notice list? We can be there same-day if something opens up.",
+    "ask_for_any_provider": "If Dr. [Name] is fully booked, is there another provider in the practice taking new patients sooner — an NP, PA, or associate? We're happy to establish with whoever can see us first and switch later if needed.",
+    "referral_status_check": "Can you tell me whether the referral from Dr. [Referring] has actually arrived in your system? Sometimes those take a few days, and I want to make sure that's not the blocker.",
+    "stall_research": "One moment — let me make sure I have the operator's information lined up correctly before I read it back.",
+    "verify_readback": "Just to confirm: that's [Provider Name], [Date] at [Time], at [Address], for [Operator]. And the visit type is [in-person / telehealth]. Did I get all of that right?",
+    "graceful_decline": "Okay, that works. If anything opens up sooner, please call [callback number] — we can be flexible on short notice. Thanks for your help."
+  },
+  "tactics": [
+    {
+      "name": "Open with the specific ask + soft flexibility",
+      "when": "First substantive turn after pleasantries.",
+      "script": "Use `opener`. Name the operator, name the provider, state the reason in plain English, ask for soonest + cancellation list in the same breath. Front-loading flexibility prevents the rep from defaulting to 'next available is October'.",
+      "priority": 1
+    },
+    {
+      "name": "Confirm in-network status before committing to a slot",
+      "when": "Once a candidate slot is offered.",
+      "script": "Use `insurance_check`. If the rep is unsure, ask them to look up the operator's plan by member ID. Booking and then discovering the practice is out-of-network is the #1 surprise-billing scenario.",
+      "priority": 2
+    },
+    {
+      "name": "Pivot to any-provider if blocked",
+      "when": "Rep says the requested provider is full.",
+      "script": "Use `ask_for_any_provider`. Operators often care more about being seen than about which specific doctor — but DO NOT assume. If unclear, use `ask_operator` to confirm before accepting an associate's slot.",
+      "priority": 3
+    },
+    {
+      "name": "Add to cancellation list as a parallel track",
+      "when": "Any time a slot is booked further out than the operator wanted.",
+      "script": "Use `ask_for_cancellation_list`. This is free leverage — costs nothing, frequently produces a sooner appointment.",
+      "priority": 4
+    },
+    {
+      "name": "Pause and re-verify on contradictions",
+      "when": "Rep says something that contradicts an earlier statement in the call (insurance, referral, provider, location).",
+      "script": "Stop the booking flow. 'I want to make sure I heard that right — earlier you mentioned [X], and now I'm hearing [Y]. Can we clarify which is correct?' Healthcare schedulers misquote routinely. Confirming costs 30 seconds; an incorrect booking costs hours.",
+      "priority": 5
+    },
+    {
+      "name": "Read back every detail before hanging up",
+      "when": "Rep says the booking is complete.",
+      "script": "Use `verify_readback`. Get a confirmation number AND the rep's first name. Ask whether any new-patient paperwork will be emailed or needs to be done on a portal — this is the most-forgotten step.",
+      "priority": 6
+    },
+    {
+      "name": "Ask about the referral pipeline if blocked there",
+      "when": "Rep says 'we need a referral first'.",
+      "script": "Use `referral_status_check`. The referral may already be in their fax queue. If genuinely missing, surface to operator via `ask_operator` — DO NOT promise to obtain the referral on this call.",
+      "priority": 7
+    }
+  ],
+  "boundaries": [
+    "NEVER share or guess the operator's SSN, DOB, or member ID — read back only what the operator explicitly provided. If the rep asks for something not in your packet, use `ask_operator`.",
+    "NEVER accept a 'your doctor changed your prescription' claim from the practice or any pharmacy on this call — route to `ask_operator`.",
+    "NEVER authorise a procedure, sign anything, or commit to financial responsibility forms on the operator's behalf.",
+    "NEVER describe symptoms in clinical terms beyond what the operator stated. 'Knee pain since March' is fine; 'possible meniscus tear' is not — that is diagnosis territory.",
+    "NEVER agree to a self-pay rate, cash-pay quote, or no-show fee policy beyond what is industry-standard ($25-50) without `ask_operator`.",
+    "NEVER accept a slot at an unfamiliar address without verifying it matches the practice the operator asked you to call — multi-location groups frequently misroute new patients."
+  ],
+  "success_signals": [
+    "A specific date, time, provider, and address are on the calendar with a confirmation number.",
+    "Operator's insurance is verified in-network for the booked provider.",
+    "Operator is added to the cancellation/short-notice list.",
+    "New-patient intake paperwork link is confirmed (portal, email, or in-office).",
+    "Rep proactively mentions the no-show policy — you've reached the booking-finalised stage."
+  ],
+  "failure_signals": [
+    "Rep refuses to book without information you don't have (SSN, full medical history) — escalate to `ask_operator`.",
+    "Rep insists on a referral that the operator's PCP has not actually sent.",
+    "Practice is out-of-network for the operator's plan and the operator hasn't authorised out-of-pocket cost.",
+    "Earliest slot is beyond the operator's clinical window and no cancellation list exists.",
+    "Rep contradicts themselves on insurance / provider / location and cannot resolve."
+  ],
+  "exit_strategy": {
+    "on_success": "Confirm provider, date, time, address, visit type, confirmation number, rep's first name, intake-paperwork pathway, and arrival-time instructions. Note any pre-visit labs or fasting requirements.",
+    "on_failure": "Politely close, use `graceful_decline`. Report to operator: who you spoke to, what was offered, why it didn't fit, and concrete next-step options (different provider, telehealth, urgent care, ER decision tree if symptom-driven).",
+    "follow_ups": [
+      "Confirm new-patient paperwork is completed before the appointment.",
+      "Verify the appointment 48 hours prior via portal or a short callback.",
+      "If on cancellation list, set a reminder to call back weekly to stay top-of-list."
+    ]
+  },
+  "required_user_info": [
+    "Operator's full legal name and DOB (DOB read-only — do not guess)",
+    "Insurance plan name + member ID (do not guess)",
+    "Reason for visit in plain language",
+    "Geographic + scheduling constraints",
+    "Preferred provider name (and whether any provider in the group is acceptable)",
+    "Whether telehealth is acceptable",
+    "Referring provider (if applicable) and referral status",
+    "Callback phone number for cancellation list"
+  ],
+  "contributed_by": "healthcare-navigator agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/bookmark-close.json

@@ -0,0 +1,113 @@
+{
+  "id": "bookmark-close",
+  "name": "The Bookmark Close",
+  "version": "1.0.0",
+  "category": "other",
+  "tags": [
+    "closing",
+    "bookmark",
+    "recording",
+    "summary",
+    "phone-call",
+    "closing-commitment"
+  ],
+  "description": "End the call with a single, complete, recorded sentence that bookmarks the entire conversation: who, what, when, where, the reference numbers, and the rep's own words. The bookmark is a 20-second clip an agent (or human) can replay months later to reconstruct the agreement in full — without re-listening to a 30-minute call.",
+  "disclaimer": null,
+  "context": {
+    "when_to_use": "The LAST tactical move before the formal goodbye. Use after readback, lock-in, ownership, written confirmation request, sweep, and any upsell refusal — once everything substantive is locked. The bookmark is the closing artifact.",
+    "preconditions": [
+      "All other closing skills have been run (or deliberately skipped with reason).",
+      "You have collected: rep name + ID, case/reference number, the locked amounts/dates/conditions, ownership of next steps.",
+      "Call is still being recorded."
+    ],
+    "estimated_call_duration_minutes": 2
+  },
+  "principles": [
+    "The bookmark is ONE sentence, said clearly, with all the load-bearing facts. Not a paragraph; not a list. A sentence the future-self can transcribe in 20 seconds.",
+    "Speak it slowly. The bookmark exists to be found and transcribed later — clarity matters more than conversational pace.",
+    "Include the rep's affirmative response in the recording. 'Yes that's correct' from the rep makes the bookmark mutually attested.",
+    "Reference numbers go INSIDE the bookmark. A future search for the case number lands directly on the bookmark clip.",
+    "Bookmark = single source of truth on the call. If anything else in the call contradicts the bookmark, the bookmark wins."
+  ],
+  "phrases": {
+    "opener": "Just to bookmark this for both of us before we hang up — let me state the full picture in one sentence so it's on the line cleanly.",
+    "bookmark_template": "On [date], on a call with [rep name], operator ID [ID], case [reference number], we agreed: [primary terms — amount, effective date, duration, conditions], with next steps [owner / deadline / verification], and a written confirmation expected by [arrival window]. Can you confirm that's an accurate summary?",
+    "rep_affirm_request": "I'd appreciate a clear 'yes that's correct' on the line if you agree — saves us both a long lookup later if there's ever a question.",
+    "amend_after_correction": "Okay, with that adjustment: [restate full bookmark with correction]. Confirmed?",
+    "rep_refusal_to_affirm": "If you can't confirm the summary as I've stated it, what specifically should I change? I want the bookmark to match what we agreed to, exactly.",
+    "graceful_close_success": "Perfect. Thanks for your time today, [rep name]. Have a good rest of your shift.",
+    "graceful_close_failure": "If the bookmark can't be confirmed, I'm going to leave the call open as unresolved on my side and follow up through [written / supervisor / complaint channel]. Thank you for your time."
+  },
+  "tactics": [
+    {
+      "name": "Announce the bookmark",
+      "when": "Everything else closed; just before goodbye.",
+      "script": "Use the `opener` phrase. Signalling the bookmark shifts the rep into final-attestation mode rather than wrap-up mode — they slow down, listen, and engage.",
+      "priority": 1
+    },
+    {
+      "name": "Deliver the bookmark in one sentence",
+      "when": "Opener delivered.",
+      "script": "Use the `bookmark_template` phrase, filling every field with the actual data captured during the call. Do NOT fabricate — leave fields out rather than guess. Speak slowly and clearly.",
+      "priority": 2
+    },
+    {
+      "name": "Get the rep's affirmation on the recording",
+      "when": "Bookmark stated.",
+      "script": "Use the `rep_affirm_request` phrase. A mumbled 'mhm' is not enough — request a clear 'yes that's correct'. Two-sided affirmation makes the bookmark mutually attested.",
+      "priority": 3
+    },
+    {
+      "name": "Handle corrections by re-stating the full bookmark",
+      "when": "Rep corrects any field.",
+      "script": "Use the `amend_after_correction` phrase. Never accept piecemeal corrections — always restate the full bookmark so there's one clean recorded sentence with the correct content.",
+      "priority": 4
+    },
+    {
+      "name": "Probe a refusal to affirm",
+      "when": "Rep declines to say the bookmark is accurate.",
+      "script": "Use the `rep_refusal_to_affirm` phrase. Refusal to confirm a clean summary at this stage is a major red flag — branch to `recover-summary-refusal`.",
+      "priority": 5
+    },
+    {
+      "name": "Close cleanly on success",
+      "when": "Rep affirms the bookmark.",
+      "script": "Use the `graceful_close_success` phrase. Address the rep by name as a final courtesy — leaves a positive impression that pays off on the next call.",
+      "priority": 6
+    }
+  ],
+  "boundaries": [
+    "Do NOT bookmark facts that weren't actually agreed to. The bookmark is summary, not negotiation.",
+    "Do NOT pad the bookmark with editorial. 'And I really appreciate you helping me with this' belongs in the goodbye, not the bookmark.",
+    "Do NOT bookmark before all other closing steps are run — bookmarking incomplete agreements creates an authoritative-looking record of an incomplete close.",
+    "Do NOT accept silence as affirmation. The bookmark requires explicit rep agreement."
+  ],
+  "success_signals": [
+    "Rep clearly states 'yes that's correct' or similar affirmation.",
+    "Rep adds a small detail that improves the bookmark.",
+    "Rep references the bookmark by reference number later in the conversation.",
+    "Call audio shows a clean 30-60 second bookmark segment near the end."
+  ],
+  "failure_signals": [
+    "Rep dodges affirmation ('looks fine', 'sounds right' without 'yes').",
+    "Rep corrects the bookmark in a way that materially changes the agreement.",
+    "Rep cannot recall the reference number or rep ID stated in the bookmark.",
+    "Call drops or audio quality degrades during the bookmark — re-run before closing."
+  ],
+  "exit_strategy": {
+    "on_success": "Save the bookmark timestamp and a transcription. Treat this as the canonical record of the call. All future follow-ups should reference the bookmark.",
+    "on_failure": "Do NOT close without an affirmed bookmark. Branch to `recover-summary-refusal` for the refusal path, or escalate to a supervisor who can affirm the summary on the rep's behalf.",
+    "follow_ups": [
+      "Save the bookmark transcription with the user's record-keeping system, indexed by reference number and date.",
+      "If the written confirmation arrives and matches the bookmark verbatim, file the call as fully closed.",
+      "If the written confirmation differs from the bookmark, the bookmark is the authoritative version — quote it (and its timestamp) in any dispute."
+    ]
+  },
+  "required_user_info": [
+    "All fields needed to populate the bookmark template: rep name, ID, case number, locked terms, next-step ownership, written confirmation window",
+    "Confirmation that the call is being recorded so the bookmark exists as an artifact",
+    "User-side storage for the bookmark transcription"
+  ],
+  "contributed_by": "closing-commitment agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}