@agenticmail/core 0.9.32 → 0.9.34

package/dist/skills/built-in/not-sound-like-spam-dialer.json

@@ -0,0 +1,118 @@
+{
+  "id": "not-sound-like-spam-dialer",
+  "name": "Don't Sound Like a Spam Dialer — Mass-Outreach Hygiene",
+  "version": "1.0.0",
+  "category": "other",
+  "tags": [
+    "voice-quality",
+    "anti-pattern",
+    "self-check",
+    "phone-call",
+    "ethics",
+    "outreach-sales"
+  ],
+  "description": "When the agent is making multiple outbound calls in a session, actively audit its own behaviour against the patterns that make prospects (and carriers, and operators of the line) flag the agent as a spam dialer. Refuse to operate as one.",
+  "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": "Continuously, but especially when the agent is making more than 2-3 outbound calls in the same session, OR has been asked to run through a list. This skill is a self-check, not a customer-facing script.",
+    "preconditions": [
+      "Operator has authorised each prospect on the list individually — not just 'call this list of 200'.",
+      "The agent's outbound calls are coming from a number registered to the operator with a published presence.",
+      "The agent has a real, distinct reason for calling each named prospect — not a copy-pasted reason."
+    ],
+    "estimated_call_duration_minutes": 0
+  },
+  "principles": [
+    "Volume is the enemy of trust. Three high-quality calls produce more pipeline than thirty templated ones — and don't burn the operator's caller-ID reputation.",
+    "If the agent finds itself reading the same opener verbatim on call #5, the agent is now a spam dialer. Stop and personalise.",
+    "Each prospect deserves at minimum: their name, their company, one specific real reason this call is for THEM.",
+    "Carriers (and increasingly the recipient's phone OS) flag numbers based on patterns: short calls, high volume, low pickup rate, recipients tapping 'spam'. The operator's number is at stake.",
+    "Per-prospect operator authorisation is NOT optional. 'Here's a list' is not authorisation; 'here are 20 named prospects, one sentence on each' is.",
+    "If the operator has handed the agent a list without per-prospect reasons, the right move is to push back, not to dial."
+  ],
+  "phrases": {
+    "self_check_pre_call": "Before this call: do I know the prospect's first name, company, and one specific reason THIS person is being called today? If any of the three is missing, do not dial.",
+    "operator_pushback": "I've got the list of 50 names you sent. Before I start calling, I want to confirm — do you want me to call all 50, or pick the 10 strongest fits and do those properly? My experience is the second option produces more meetings and doesn't burn the number's reputation.",
+    "self_check_mid_session": "If I'm on call N and find myself saying the same opener I said on call N-1: stop. Re-personalise. Or end the session.",
+    "honest_opener_when_listy": "Hi [name], it's [agent] from [operator]'s side. I'll be upfront — I'm working through a short list of people we think might care about [specific topic]. You came up because [specific reason]. Got 30 seconds?"
+  },
+  "tactics": [
+    {
+      "name": "Per-prospect authorisation check",
+      "when": "Before the FIRST call of any session.",
+      "script": "Verify the operator has supplied named prospects with per-prospect reasons. If not, use `operator_pushback`. Refuse to start the session on an unauthorised list.",
+      "priority": 1
+    },
+    {
+      "name": "Three-fact gate before every dial",
+      "when": "Immediately before placing each call.",
+      "script": "Use `self_check_pre_call`. Name + company + specific reason for THIS prospect. Missing one → skip this prospect, do not call.",
+      "priority": 2
+    },
+    {
+      "name": "Vary the opener consciously",
+      "when": "On every call, but particularly call #3 and beyond.",
+      "script": "Read the personalising clause of your opener BACK to yourself before dialing. If it would apply equally to the previous prospect, the personalisation is fake. Rewrite.",
+      "priority": 3
+    },
+    {
+      "name": "Be upfront when you're working a list",
+      "when": "When the personalisation is real but the call is part of a small batch.",
+      "script": "Use `honest_opener_when_listy`. Naming 'I'm working a short list' is disarming and respectful, and it filters out 'no interest' fast.",
+      "priority": 4
+    },
+    {
+      "name": "Cap session volume",
+      "when": "After call #8 in a single session.",
+      "script": "Stop. Even with full personalisation, fatigue degrades quality. Resume next day or hand the rest back to the operator for re-prioritisation.",
+      "priority": 5
+    },
+    {
+      "name": "Honour every spam-flag signal",
+      "when": "Any time a recipient says 'how did you get my number?' / 'take me off your list' / 'don't call here again'.",
+      "script": "Apologise, remove from any list immediately, confirm the removal out loud, end the call. Log the removal request with date and time.",
+      "priority": 6
+    }
+  ],
+  "boundaries": [
+    "Do NOT make calls from a number the operator does not own and have legitimate presence on.",
+    "Do NOT call prospects whose numbers were scraped, purchased from data brokers, or pulled from sources the operator can't show consent for.",
+    "Do NOT make more than ~8 outbound calls per session per operator identity.",
+    "Do NOT use predictive-dialing patterns (rapid auto-redial, very short calls in sequence) — these are exactly what carriers flag.",
+    "Do NOT use the same identical opener verbatim across calls.",
+    "Do NOT proceed on a list the operator handed over without per-prospect reasons. Push back instead.",
+    "Do NOT ignore do-not-call requests, ever. They are absolute, regardless of jurisdiction."
+  ],
+  "success_signals": [
+    "Operator confirms per-prospect authorisation when challenged on a large list.",
+    "Each call has a personalising clause that wouldn't make sense for any other prospect.",
+    "Pickup rate stays healthy across the session.",
+    "Zero 'how did you get my number?' challenges across the day.",
+    "Zero spam labels on the operator's caller ID across the week."
+  ],
+  "failure_signals": [
+    "Two consecutive prospects ask 'how did you get my number?'.",
+    "Pickup rate collapses mid-session (a sign the number has been flagged).",
+    "The agent catches itself reading the same opener.",
+    "The operator's outbound number starts showing 'Spam Likely' on tests.",
+    "More than one removal request per session."
+  ],
+  "exit_strategy": {
+    "on_success": "Continue the session within the volume cap. Log per-call notes that preserve the personalisation rationale.",
+    "on_failure": "Stop calling. Notify the operator. Audit the list / number / approach. Do not resume until the cause is understood and corrected — caller-ID reputation, once damaged, takes weeks to recover.",
+    "follow_ups": [
+      "Daily summary to operator: calls placed, contacts reached, removal requests, spam-flag signals.",
+      "Weekly check on the outbound number's spam-likely status via a test call from an external phone.",
+      "Quarterly review of which lists / sources are producing 'how did you get my number?' challenges."
+    ]
+  },
+  "required_user_info": [
+    "Per-prospect authorisation (named prospects with named reasons)",
+    "Provenance of each prospect's phone number",
+    "Operator's daily / session volume cap preferences",
+    "Operator's outbound caller-ID number and confirmation of ownership",
+    "Operator's preference on whether to push back vs. proceed when a list arrives without per-prospect detail"
+  ],
+  "contributed_by": "sales-outbound agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/outage-credit-applied.json

@@ -0,0 +1,127 @@
+{
+  "id": "outage-credit-applied",
+  "name": "Report a Telecom / Utility Outage and Get a Credit Applied",
+  "version": "1.0.1",
+  "category": "customer-service",
+  "tags": [
+    "telecom",
+    "utility",
+    "outage",
+    "credit",
+    "service-interruption",
+    "phone-call",
+    "utility-telecom"
+  ],
+  "description": "Call a telecom (cable, fiber, mobile) or utility provider AFTER an outage has been resolved to claim a service-interruption credit — proportional to outage duration, applied to the current or next bill, with a confirmation number.",
+  "disclaimer": "Most providers do NOT auto-credit outages — you must request it. Credit policies vary: many telecoms credit pro-rata for any outage > 4 hours; some require ≥ 24 hours; some only credit if you call. Utilities may have a tariff-defined credit (e.g. $25 per 12 hours over a threshold) and a more generous regulatory option after a major event.",
+  "context": {
+    "when_to_use": "Service has been restored AND the outage either lasted long enough to qualify per the provider's policy/tariff OR caused tangible harm (spoiled food in fridge, lost work time, missed appointments). Best within 30 days of the outage; some providers cap at 60 days.",
+    "preconditions": [
+      "Approximate outage start and end times (within 1 hour is fine).",
+      "Original ticket / case number from when the outage was reported.",
+      "Account number, account holder name.",
+      "If claiming consequential damage (spoiled food, generator fuel): receipts/photos.",
+      "Knowledge of whether the outage was on the provider's published outage map / Twitter feed (third-party proof helps if account-level records are missing)."
+    ],
+    "estimated_call_duration_minutes": 15
+  },
+  "principles": [
+    "Lead with the FACT of the outage and the ASK for credit in the same sentence. Reps process credit requests as a one-step transaction when framed cleanly.",
+    "Cite the original ticket number. With a ticket, the rep can pull the duration directly; without one, they may insist they 'have no record' and refuse.",
+    "Know the policy or tariff. 'Your service agreement provides a prorated credit for outages exceeding 24 hours' lands very differently from 'I think I'm owed something'.",
+    "Recognise wrong-queue early. Outage credits are typically billing or 'customer care', NOT tech support. If you're talking to a tech, you'll get a 'we'll note it' instead of an actual credit.",
+    "Consequential damage (food spoilage during a multi-day power outage, hotel during prolonged outage) is sometimes claimable, but usually goes through a separate claims/insurance process — not the standard credit line. Don't conflate them on the same call."
+  ],
+  "phrases": {
+    "opener": "Hi, account [number]. I had a service outage from approximately [start] to [end] — that's [duration]. Ticket number [number]. I'd like to request a service-interruption credit applied to my next bill.",
+    "no_ticket_opener": "Hi, account [number]. I had a service outage from [start] to [end]. I don't have a ticket number — your outage map / status page confirmed it at the time. I'd like to request a service-interruption credit.",
+    "queue_check": "Are you the team that processes outage credits? I want to make sure I'm not in tech support — I'm not troubleshooting, the service is back.",
+    "transfer_request": "Could you do a warm transfer to billing / outage credits and stay on the line until they pick up? I'd rather not lose my hold position.",
+    "cite_policy": "My understanding of your service agreement is that outages over [threshold] qualify for a prorated credit. Can you confirm the policy and calculate what applies to my [duration] outage?",
+    "ask_pro_rata": "What's the per-day or per-hour credit rate? I want to confirm the math before we hang up — daily rate is roughly $[monthly / 30], and outage was [duration].",
+    "ask_application": "Will this credit appear on my next bill, or as an immediate adjustment to the current balance? And how is it labelled on the bill so I can verify?",
+    "consequential_damage": "Separately — the outage caused [spoiled food / hotel cost / lost work]. Is there a claims process for consequential damages, separate from the service credit?",
+    "supervisor_request": "Thanks for digging through all that. Could you loop in a supervisor? The credit you're offering doesn't match my read of the policy, and I want to be sure before I close this out.",
+    "lock_in_writing": "Please email me: credit amount, application date, line item label, and confirmation number. I want it in writing.",
+    "graceful_close": "Thanks — $[amount] credit, applied on [bill date], confirmation [number]. I'll watch for the email."
+  },
+  "tactics": [
+    {
+      "name": "Open with the ask",
+      "when": "First substantive turn.",
+      "script": "Use `opener` (with ticket) or `no_ticket_opener` (without). Mention duration in hours so the rep can map it to policy thresholds immediately.",
+      "priority": 1
+    },
+    {
+      "name": "Recognise wrong-queue / tech support trap",
+      "when": "Rep starts running diagnostics or asks 'is the service back now?'.",
+      "script": "Use `queue_check` and `transfer_request`. Tech support's job is to fix; billing's job is to credit. Different metrics, different scripts.",
+      "priority": 2
+    },
+    {
+      "name": "Cite the policy / tariff",
+      "when": "Rep hedges on whether a credit applies.",
+      "script": "Use `cite_policy`. Even a vague 'my understanding is over 24 hours qualifies' often triggers the rep to look up the actual policy.",
+      "priority": 3
+    },
+    {
+      "name": "Verify the math",
+      "when": "Rep offers a number.",
+      "script": "Use `ask_pro_rata`. Reps sometimes offer a token $5 'goodwill' credit when a prorated tariff would mandate $25-$40. Doing the math live keeps them honest.",
+      "priority": 4
+    },
+    {
+      "name": "Confirm application",
+      "when": "After credit amount is agreed.",
+      "script": "Use `ask_application`. Some credits go to the current bill (visible quickly), some to the next bill. Knowing which prevents a 'where's my credit' follow-up.",
+      "priority": 5
+    },
+    {
+      "name": "Separate consequential damage as its own track",
+      "when": "User had spoiled food, hotel costs, etc.",
+      "script": "Use `consequential_damage`. Do NOT try to roll it into the service credit — they're different processes. Most providers have a small-claims / damage form."
+    },
+    {
+      "name": "Escalate if the math is wrong",
+      "when": "Rep offers a credit smaller than policy implies.",
+      "script": "Use `supervisor_request`. Frame the supervisor ask as policy-clarification, not complaint — that gets the warm handoff."
+    }
+  ],
+  "boundaries": [
+    "Do NOT fabricate or exaggerate outage duration. Providers can pull network logs; an exaggerated claim disqualifies the request entirely.",
+    "Do NOT request a credit for a brief outage (under the policy threshold) — it burns goodwill for the next real outage.",
+    "Do NOT accept a 'goodwill credit' that's smaller than the tariff-defined amount without asking for the formula.",
+    "Do NOT skip the consequential-damage claim form if real damage occurred — service credit alone won't cover it."
+  ],
+  "success_signals": [
+    "Credit amount calculated against the actual policy / tariff.",
+    "Application date and line item confirmed.",
+    "Confirmation number issued.",
+    "If applicable: consequential-damage claim form sent separately."
+  ],
+  "failure_signals": [
+    "Rep insists 'no record' of the outage and refuses to look up the ticket.",
+    "Offered credit is materially smaller than tariff implies and supervisor declines to escalate.",
+    "Credit is offered as 'a one-time goodwill' rather than as a service credit (loses precedent for future outages).",
+    "No written confirmation arrives."
+  ],
+  "exit_strategy": {
+    "on_success": "Confirm amount, application date, confirmation number. Watch the next 1-2 bills to verify the credit appeared.",
+    "on_failure": "Escalate via the provider's executive customer-relations email (publicly listed). For utilities, file with the state Public Utility Commission citing the tariff. For telecom, file with the FCC for service-quality issues exceeding 24 hours.",
+    "follow_ups": [
+      "Next bill: verify credit applied and labelled correctly.",
+      "If consequential damage was claimed: submit the claim form within the provider's window (usually 30-60 days).",
+      "If a major regional event (storm, wildfire): watch for an automatic class-wide credit announced by the provider — request it separately if your account didn't auto-receive it."
+    ]
+  },
+  "required_user_info": [
+    "Account number and account holder name",
+    "Outage start and end times (approximate is fine)",
+    "Original ticket / case number if available",
+    "Monthly service amount (for pro-rata math)",
+    "Any documented consequential damage (receipts, photos)",
+    "Best email for written confirmation"
+  ],
+  "contributed_by": "utility-telecom agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/passport-expedite-or-appointment.json

@@ -0,0 +1,123 @@
+{
+  "id": "passport-expedite-or-appointment",
+  "name": "Passport: Expedite Request, Appointment Booking, or Lost-Passport Report",
+  "version": "1.0.0",
+  "category": "civic",
+  "tags": [
+    "passport",
+    "state-department",
+    "expedite",
+    "lost-passport",
+    "appointment",
+    "travel",
+    "phone-call",
+    "government-services"
+  ],
+  "description": "Call the National Passport Information Center (NPIC) or a Regional Passport Agency to book an urgent in-person appointment, escalate an in-flight application, report a lost or stolen passport, or get a status update beyond what the online tracker shows.",
+  "disclaimer": "Not legal or immigration advice. For dual-citizenship, visa, or admissibility questions, refer to the receiving country's consulate or an immigration attorney. The agent will not advise on whether to travel or how to handle international entry/exit issues.",
+  "context": {
+    "when_to_use": "Travel is within 14 calendar days (life-or-death = within 72 hours) and the user needs an in-person Regional Passport Agency appointment. Online status hasn't updated in > 2 weeks past the published processing window. Passport was lost or stolen and the user needs both a replacement plan and a fraud report.",
+    "preconditions": [
+      "User has the application locator number (if one was issued).",
+      "User has proof of imminent travel: itinerary, ticket, or e-ticket confirmation (PDF in hand).",
+      "Photo ID (driver's license or other government ID).",
+      "If life-or-death case: documentation of the family emergency (hospital letter, death certificate, mortuary contact).",
+      "Form DS-64 (lost/stolen) for lost-passport reports.",
+      "Two callback options — NPIC frequently disconnects mid-call."
+    ],
+    "estimated_call_duration_minutes": 60
+  },
+  "principles": [
+    "NPIC = 1-877-487-2778. Hours are Mon–Fri 8am–10pm ET, Sat 10am–3pm ET. Call AT OPENING for the lightest queue.",
+    "Regional Passport Agency in-person appointments open on a rolling basis 2 weeks before travel. The pool refreshes — keep redialing or have the agent watch for slots if the first attempt has none.",
+    "Life-or-death emergencies (death, serious illness/injury) go through a special line (1-202-647-4000 after-hours) — the standard NPIC line will NOT take these efficiently.",
+    "Expedite by mail (≈ 5–7 weeks at time of writing) is NOT the same as an in-person Regional Agency appointment (same-day to 2 weeks). Don't conflate them.",
+    "Lost-or-stolen passports must be reported (DS-64) and that report INVALIDATES the lost document — only file if you've truly looked everywhere."
+  ],
+  "phrases": {
+    "opener_appointment": "Hi, I need an in-person appointment at the Regional Passport Agency. I'm traveling on [DATE], which is in [N] days. My application locator is [LOCATOR] (if applicable). Can you check what's available?",
+    "opener_status": "Hi, I'm calling about application locator [LOCATOR]. The online tracker still shows [STATUS] and we're past the published [routine/expedited] window. Can you check the file?",
+    "opener_life_or_death": "Hi, this is a life-or-death emergency. My [relationship] is [seriously ill / has died] and I need to travel internationally within [HOURS]. I have [documentation type] ready to send. What's the next step?",
+    "opener_lost": "Hi, I need to report a lost passport and request a replacement. The passport number is [NUMBER], issued [DATE]. I've completed Form DS-64. What's the fastest way to get a replacement given that I [do / do not] have imminent travel?",
+    "ask_for_agency_transfer": "Could you transfer me to the [CITY] Regional Passport Agency directly? I want to see if they have any walk-in or same-day appointments.",
+    "stall_documents": "Give me one moment to bring up my itinerary.",
+    "graceful_close": "Thank you. Can I confirm the appointment date/time, the office address, the exact documents I need to bring, the fee, and a confirmation number — plus your name and ID?"
+  },
+  "tactics": [
+    {
+      "name": "Triage the urgency level",
+      "when": "First minute.",
+      "script": "Bucket: (a) life-or-death (< 72h, family emergency) → special line; (b) urgent travel (3–14 days) → Regional Agency in-person; (c) expedited (2–8 weeks) → mail-in expedite + courier; (d) routine. Route appropriately — wrong bucket = wrong line = wasted hour.",
+      "priority": 1
+    },
+    {
+      "name": "For urgent travel, ask for ANY Regional Agency, not just the closest",
+      "when": "User can travel domestically to get the passport.",
+      "script": "If LA has no slots and Houston does, and the user can fly to Houston, that may beat waiting. Some Agencies serve walk-ins; some are appointment-only.",
+      "priority": 2
+    },
+    {
+      "name": "Confirm the in-person doc list",
+      "when": "Appointment booked.",
+      "script": "Standard: DS-11 (new) or DS-82 (renewal), proof of citizenship (certified birth cert or prior passport), photo ID + photocopy, passport photo (2×2 inches), travel itinerary, payment for fees + expedite. Walking in without one of these = appointment wasted.",
+      "priority": 3
+    },
+    {
+      "name": "For lost passports, file DS-64 even if travel is imminent",
+      "when": "Lost/stolen report.",
+      "script": "Without DS-64 on file, the new passport process is stalled. File the report, then immediately move to the urgent-travel in-person appointment flow.",
+      "priority": 4
+    },
+    {
+      "name": "Document every reference number",
+      "when": "Any call segment.",
+      "script": "Locator, appointment confirmation, agent name + ID, case number for status escalations. These are gold for follow-up if the call drops."
+    }
+  ],
+  "boundaries": [
+    "Do NOT advise on whether the user can enter a destination country (visa, six-month-validity rule, entry stamps) — refer to the destination consulate or IATA Timatic.",
+    "Do NOT promise an appointment can be obtained — slots are real-time and limited.",
+    "Do NOT pay the expedite fee or appointment fee without explicit user authorization.",
+    "Do NOT file DS-64 on speculation — it invalidates the passport. Confirm the user has searched thoroughly.",
+    "Do NOT engage with anyone claiming to sell expedited appointments outside the official channels — common scam."
+  ],
+  "success_signals": [
+    "Appointment is booked at a named Regional Agency, with date/time + doc list captured.",
+    "Application status escalation produces a movement (passport mailed / new estimated date).",
+    "Lost passport report (DS-64) is on file and a replacement path is scheduled.",
+    "Life-or-death case is moved to the appropriate special-handling team."
+  ],
+  "failure_signals": [
+    "No Regional Agency has any appointments within travel window — escalate to congressional rep / senator's caseworker (legitimate channel for travel emergencies).",
+    "Status escalation produces no information beyond what the online tracker shows.",
+    "NPIC line disconnects > 2 times — try first-thing morning or Saturday.",
+    "User is being asked to pay an unfamiliar third party — likely scam; redirect to travel.state.gov."
+  ],
+  "exit_strategy": {
+    "on_success": "Capture: appointment date/time/office/address, document list, fee, confirmation number, NPIC agent name + ID. Repeat doc list back to the user. Send the user the official Regional Agency address and a what-to-bring checklist.",
+    "on_failure": "Capture the obstacle, advise the user on the congressional-rep escalation path (most US Senators' offices have a passport caseworker), and confirm next NPIC-callback window.",
+    "follow_ups": [
+      "Calendar appointment with 24h and 2h reminders.",
+      "Calendar mail-out estimate; if not received, call NPIC with the locator.",
+      "If congressional escalation was used, follow up with the caseworker after 48 hours.",
+      "If passport was lost, calendar a check that DS-64 invalidation propagated (check Online Status Check)."
+    ]
+  },
+  "required_user_info": [
+    "Application locator number (if available)",
+    "Full legal name, DOB, place of birth, current passport number (if any)",
+    "Travel date and itinerary",
+    "Type of request: new / renewal / lost-replacement / name change",
+    "Documents in hand (birth cert, prior passport, photo ID, passport photo)",
+    "Payment method authorized for fees + expedite",
+    "Whether the user can travel domestically to a Regional Agency"
+  ],
+  "hang_up_and_call_back_signals": [
+    "NPIC line disconnected mid-call — call back immediately; the locator preserves your progress.",
+    "Rep cannot find the application by locator — verify locator on the user's online account first; possibly a typo.",
+    "Suspect scam offer for paid 'expedite appointments' — hang up; only book via travel.state.gov or NPIC.",
+    "If at 7+ days from travel with no Regional Agency slot — escalate to congressional caseworker (Senator's state office), then re-engage NPIC."
+  ],
+  "contributed_by": "govt-services-pro agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

package/dist/skills/built-in/pediatric-school-forms.json

@@ -0,0 +1,141 @@
+{
+  "id": "pediatric-school-forms",
+  "name": "Pediatric / School-Required Forms: Sports Physicals, Immunizations, Medical Forms",
+  "version": "1.0.1",
+  "category": "medical-admin",
+  "tags": [
+    "pediatric",
+    "school-forms",
+    "sports-physical",
+    "immunizations",
+    "phone-call",
+    "healthcare"
+  ],
+  "description": "Call the pediatrician (or school health office) to obtain, complete, or submit school-required medical forms — sports physicals, immunization records, medication-at-school authorizations, allergy/asthma action plans, and entry physicals — before deadlines that schools rarely flex on.",
+  "disclaimer": "Not medical advice. Agent must never offer diagnoses, dosing recommendations, or treatment changes. Surface those decisions to the operator via ask_operator. The operator is the parent/guardian — they sign and they decide.",
+  "context": {
+    "when_to_use": "Parent/guardian operator needs to get a school form completed, signed, or submitted by a specific deadline. Common: sports physical pre-season, immunization records for school entry, asthma/allergy action plans, medication administration authorization for school nurse, return-to-school after illness.",
+    "preconditions": [
+      "Child's full name and DOB (read-only — provided by operator, not guessed).",
+      "Pediatrician name and clinic.",
+      "Insurance plan + member ID (read-only) — most well-child / sports physicals are preventive (covered at $0); deductible status may matter for re-checks.",
+      "The actual school form, in hand or accessible — name of form, school's deadline, what blanks the doctor must fill, what the parent fills, what needs notarization/witness.",
+      "Operator's preferred outcome: in-person appointment, telehealth where allowed, form-completion-only based on existing records.",
+      "Date of child's most recent well-visit (may satisfy a sports physical requirement if recent enough)."
+    ],
+    "estimated_call_duration_minutes": 12
+  },
+  "principles": [
+    "Pediatric scheduling has its own rhythm: well-visits and sports physicals book out FAR in advance in late summer / early fall. Calling in August for a Sept 1 deadline is hard mode.",
+    "Many schools accept a recent well-child visit (within 12 months) in lieu of a separate sports physical. Check the form's fine print — that path saves a whole appointment.",
+    "Forms can sometimes be filled from existing chart records without a new visit (especially immunizations). Ask 'can your nurse complete this from the chart?' before booking.",
+    "Vaccine exemption / personal-belief paperwork varies WILDLY by state and school. Stay neutral and procedural; route any policy / belief discussion to the operator. Agent does not advise on whether to vaccinate.",
+    "Deadlines on school forms are often hard. Surface the deadline to every staff member you talk to — it changes their urgency ladder."
+  ],
+  "phrases": {
+    "opener": "Hi — I'm calling for [parent name] about their child [Child name], DOB [date], who sees Dr. [Pediatrician]. The school needs [form name] back by [deadline]. What's the fastest way to get it completed in time?",
+    "ask_existing_visit_satisfies": "The form asks for a physical exam within the last [N months]. The child had a well-visit on [date]. Does that satisfy the requirement, or does the school need a separate sports physical?",
+    "ask_chart_completion": "If a new visit isn't needed, can the nurse or medical assistant complete the form from the existing chart and have Dr. [Pediatrician] sign? Especially immunization records and historical sections — those don't need a new exam.",
+    "request_immunization_record": "Could you send the official immunization record in the format the school requires — typically the state immunization registry printout or a signed form?",
+    "ask_about_specific_action_plan": "The form is an [asthma action plan / allergy action plan / seizure action plan / diabetes care plan]. That needs Dr. [Pediatrician]'s clinical input — what's the process to get it completed? Does the child need to come in, or can it be reviewed from the chart?",
+    "medication_at_school_auth": "We also need the school-medication authorization form for [medication]. Could Dr. [Pediatrician] complete and sign that — and is there a separate self-administration consent the operator needs to sign?",
+    "deadline_surface": "Just to flag — the school deadline is [date]. If the timeline you're describing doesn't fit, what other options do we have?",
+    "ask_about_form_pickup": "Once it's signed, how do we get it back? Portal download, faxed to the school directly, picked up in person?",
+    "stall_research": "One moment — let me check the exact wording on the form.",
+    "verify_readback": "So: [form] for [child name], to be completed by [appointment / chart review / Dr.'s signature only], by [date], delivered via [portal / fax / pickup]. Did I get that right?",
+    "graceful_close": "Thank you. I'll follow up with the operator and we'll [book the appointment / wait for the chart-completion / pick up the form] accordingly."
+  },
+  "tactics": [
+    {
+      "name": "Check whether existing records satisfy the requirement",
+      "when": "First substantive turn, before booking anything.",
+      "script": "Use `ask_existing_visit_satisfies`. Many schools accept a recent annual well-visit. Skipping an unnecessary appointment saves time, copay, and a parental workday.",
+      "priority": 1
+    },
+    {
+      "name": "Request chart-only completion when feasible",
+      "when": "Form is largely historical or documentation (immunizations, prior physical).",
+      "script": "Use `ask_chart_completion`. The nurse or MA can often complete these and route to the pediatrician for signature without a visit.",
+      "priority": 2
+    },
+    {
+      "name": "Get the immunization registry printout",
+      "when": "Form requires immunization status.",
+      "script": "Use `request_immunization_record`. Schools often accept the state immunization registry printout (e.g. CAIR, IIS) which providers can pull instantly. Avoids back-and-forth on individual vaccine dates.",
+      "priority": 3
+    },
+    {
+      "name": "Treat action plans (asthma / allergy / seizure / diabetes) as clinical, not paperwork",
+      "when": "Form is a clinical action plan.",
+      "script": "Use `ask_about_specific_action_plan`. These require the pediatrician to specify medications, doses, triggers, and emergency steps. Agent FACILITATES — does not write any clinical content. Pediatrician + operator finalize together.",
+      "priority": 4
+    },
+    {
+      "name": "Surface school deadline early and often",
+      "when": "Any staff member quotes a turnaround.",
+      "script": "Use `deadline_surface`. Schools rarely flex; pediatric offices often have an expedited pathway for upcoming deadlines (especially in August). Asking unlocks it.",
+      "priority": 5
+    },
+    {
+      "name": "Stay neutral on vaccine exemption topics",
+      "when": "Conversation drifts to vaccine exemption / personal-belief forms.",
+      "script": "Acknowledge the operator's request neutrally, ask the office for the procedural pathway (which form, which signatures, where it gets filed), do NOT discuss policy or belief content. Surface any clinical conversation to the operator + pediatrician.",
+      "priority": 6
+    },
+    {
+      "name": "Pause and re-verify if the office says the child needs vaccines or services the operator did not request",
+      "when": "Office uses the form request to flag a missing service.",
+      "script": "Capture the information factually ('the office notes the child is due for [vaccine/screening]'), surface to operator. Do NOT decline or authorize on the operator's behalf — that's a parent decision.",
+      "priority": 7
+    },
+    {
+      "name": "Pin down form delivery to the school",
+      "when": "Form is being completed.",
+      "script": "Use `ask_about_form_pickup`. Confirm whether the pediatrician's office sends directly to the school, gives it to the parent, or posts to the portal. Forms lost in transit at this stage are common.",
+      "priority": 8
+    }
+  ],
+  "boundaries": [
+    "NEVER share or guess the child's or operator's SSN, DOB, or member ID — read back only what the operator explicitly provided.",
+    "NEVER accept a 'your doctor changed your prescription' claim from any clinic or pharmacy on this call — route to `ask_operator`.",
+    "NEVER authorise a procedure (including vaccines), sign anything, or commit to financial responsibility on the operator's behalf. The parent/guardian operator is the only signer for a minor.",
+    "NEVER complete clinical sections of any form — only the pediatrician/clinician does that. The agent's role is to schedule, follow up, and route paperwork, not to fill in 'has asthma' or 'no allergies'.",
+    "NEVER state or imply a child's medical history, condition, or status beyond what the operator has explicitly provided. Especially: sensitive categories (mental health, substance use, sexual health) for adolescent patients have legal access rules that vary by state.",
+    "NEVER take a position on vaccine policy, exemption, or hesitancy. Procedural pathway only; clinical and values discussion goes to the operator + pediatrician.",
+    "NEVER bypass an adolescent patient's confidential-services protections (commonly age 12+ for certain services). If a form touches those areas, surface to operator with the relevant legal context."
+  ],
+  "success_signals": [
+    "Pathway identified: appointment, chart-completion, or signature-only.",
+    "Deadline communicated and accepted by the office.",
+    "Form delivery method confirmed (portal, fax to school, pickup).",
+    "Any clinical action plan routed to pediatrician with operator's input acknowledged.",
+    "Immunization record requested in school-acceptable format."
+  ],
+  "failure_signals": [
+    "No appointments before the school deadline and chart-completion not available.",
+    "Form requires services the operator has not authorized (e.g. a vaccine the parent has declined).",
+    "Office cannot complete a clinical action plan in time and operator must escalate.",
+    "Form lost or misrouted between office and school."
+  ],
+  "exit_strategy": {
+    "on_success": "Confirm: form, pathway, timeline, delivery method, who signs what. Operator knows whether to expect an appointment booking or a completed form returning by [date].",
+    "on_failure": "Politely close. Report blocker (capacity, missing services, clinical requirement). Present options: alternate clinic that can complete the form, request school deadline extension in writing, or escalate to pediatric office manager.",
+    "follow_ups": [
+      "Confirm the form was actually completed by 2 business days before deadline.",
+      "Verify the school received it (call school nurse if delivery was provider-direct).",
+      "Keep a copy for the operator's records — schools sometimes lose them."
+    ]
+  },
+  "required_user_info": [
+    "Child's name, DOB (read-only)",
+    "Operator's relationship to child (parent / guardian / authorized adult)",
+    "Pediatrician name + clinic",
+    "Insurance plan + member ID (read-only)",
+    "The form itself (name, school, deadline, sections needing clinician)",
+    "Date of child's most recent well-visit",
+    "Operator's preference on appointment vs. chart-only vs. expedited",
+    "Any medications, conditions, or accommodations the form references (operator-provided)"
+  ],
+  "contributed_by": "healthcare-navigator agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}