@agenticmail/core 0.9.32 → 0.9.34

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

@@ -0,0 +1,139 @@
+{
+  "id": "read-vocal-cues",
+  "name": "Read Vocal Cues for What the Rep Is NOT Saying",
+  "version": "1.0.0",
+  "category": "other",
+  "tags": [
+    "vocal-cues",
+    "listening",
+    "subtext",
+    "phone-call",
+    "negotiation",
+    "discretion",
+    "emotional-intelligence"
+  ],
+  "description": "Notice the small shifts in the rep's voice — pace, pitch, breath, word choice, filler words — and decode what they're signalling beneath the literal sentence. Most of the useful information on a call is non-literal.",
+  "disclaimer": null,
+  "context": {
+    "when_to_use": "Any call where the rep's discretion is in play — retention, escalations, claim handling, scheduling exceptions, government services. Especially valuable when you suspect the rep CAN do more than they're admitting, or when you need to know whether a 'no' is final.",
+    "preconditions": [
+      "Headset / speaker quality good enough to hear breath and pauses — bad audio defeats this skill.",
+      "You have heard 2-3 minutes of the rep's baseline voice — you can't detect a shift without a baseline.",
+      "You are not multitasking visually — eyes on something complex blunts hearing."
+    ],
+    "estimated_call_duration_minutes": 0
+  },
+  "principles": [
+    "Baseline first, then deviation. The cue is the SHIFT from their own baseline, not from some absolute norm.",
+    "Speed up = discomfort or eagerness to wrap. Slow down = thinking or empathy.",
+    "Pitch up = uncertainty or stress. Pitch down = authority or finality.",
+    "Filler words ('um', 'uh', 'so', 'I mean') cluster when the rep is choosing what NOT to say.",
+    "Audible breath in is hesitation. Audible breath out is release or resignation.",
+    "Hedging words ('typically', 'generally', 'in most cases') usually mean 'there are exceptions and I know what they are.'",
+    "Typing sounds that suddenly stop = they hit a screen they're reading carefully. Wait."
+  ],
+  "phrases": {
+    "ask_about_the_pause": "Sounds like you're looking at something — anything I can help with from my side?",
+    "ask_about_the_hedge": "You said 'typically' — does that mean there's a case where this could go differently?",
+    "ask_about_the_softener": "When you said [softening word], I wanted to ask — is there flexibility there?",
+    "name_the_shift_gently": "I don't want to put you on the spot — but it sounded like something just changed. Did I miss something?",
+    "respect_the_silence": "Take your time, I'm not going anywhere.",
+    "thank_for_the_detail": "Appreciate you noticing that — that's useful."
+  },
+  "tactics": [
+    {
+      "name": "Establish baseline in the first 2 minutes",
+      "when": "Opening of the call.",
+      "script": "Listen actively to: their natural pace (words/min), their default pitch, their filler-word frequency, their breath pattern. You won't notice this consciously — just attend to the voice as a whole and let your nervous system encode it.",
+      "priority": 1
+    },
+    {
+      "name": "Tone-shift detector — VOICE SLOWS",
+      "when": "Their speech tempo drops noticeably below baseline.",
+      "script": "They are either thinking or empathising. DO NOT FILL THE SILENCE. Let them complete the thought. The sentence that follows is often the most valuable in the call.",
+      "priority": 2
+    },
+    {
+      "name": "Tone-shift detector — VOICE SPEEDS UP",
+      "when": "Tempo rises sharply, sentences shorten.",
+      "script": "They want to wrap (you've taken too long), or they're uncomfortable with what they're about to say. Match their pace, get to the ask quickly, and listen for what they rush past — that's where the information lives.",
+      "priority": 3
+    },
+    {
+      "name": "Tone-shift detector — PITCH RISES",
+      "when": "Sentence ends in upward inflection where it normally wouldn't.",
+      "script": "Uncertainty or implicit question. Their last sentence wasn't as solid as it sounded. Probe gently with `ask_about_the_hedge`.",
+      "priority": 4
+    },
+    {
+      "name": "Tone-shift detector — PITCH DROPS",
+      "when": "Voice drops in pitch and slows, often with a 'so look,' or 'honestly,' opener.",
+      "script": "Authority moment — they are about to say what they actually think, possibly off-script. Stay completely quiet and let them finish.",
+      "priority": 5
+    },
+    {
+      "name": "Tone-shift detector — FILLER CLUSTER",
+      "when": "Sudden run of 'um, uh, so, I mean' where baseline was clean.",
+      "script": "They are choosing what NOT to say. Often there's an exception they're deciding whether to mention. Use `ask_about_the_softener` or `name_the_shift_gently` to invite them in.",
+      "priority": 6
+    },
+    {
+      "name": "Tone-shift detector — TYPING PAUSE",
+      "when": "Keyboard sounds stop suddenly mid-call.",
+      "script": "They are reading something carefully on their screen. DO NOT speak. Use `respect_the_silence` only if it stretches past 30 seconds.",
+      "priority": 7
+    },
+    {
+      "name": "Tone-shift detector — INHALE BEFORE SPEAKING",
+      "when": "Audible breath-in before they answer your question.",
+      "script": "Hesitation. The honest answer and the official answer may differ. Listen for which one comes out — often they say the official answer then add a softening exception.",
+      "priority": 8
+    },
+    {
+      "name": "Tone-shift detector — EXHALE",
+      "when": "Audible sigh, especially mid-sentence.",
+      "script": "Resignation, frustration, or fatigue. Acknowledge gently if appropriate — sometimes a quiet 'I hear you' opens a door. Sometimes it's better ignored. Read context.",
+      "priority": 9
+    },
+    {
+      "name": "Decode hedging words",
+      "when": "Rep uses 'typically,' 'generally,' 'in most cases,' 'as a rule,' 'normally.'",
+      "script": "These words almost always mean 'there are exceptions and I know them.' Probe gently with `ask_about_the_hedge`. Do not interrogate — invite.",
+      "priority": 10
+    }
+  ],
+  "boundaries": [
+    "Do NOT name the cue accusingly ('I heard you hesitate'). It puts the rep on defence.",
+    "Do NOT psychoanalyse out loud. Even when you're right, calling out emotional state to a stranger is uncomfortable.",
+    "Do NOT assume malice from a sigh or a hedge — most of the time it's fatigue, not deception.",
+    "Do NOT use cues you've read to manipulate the rep into something against their interest.",
+    "Do NOT confuse audio artefacts (echo, bad mic) with vocal cues."
+  ],
+  "success_signals": [
+    "Rep volunteers an exception after you gently probed a hedge.",
+    "Rep says 'how did you know to ask that?' — you read them well.",
+    "You correctly predict the rep's next move from a vocal shift.",
+    "Rep relaxes more as the call goes on — they feel heard."
+  ],
+  "failure_signals": [
+    "You name a cue and the rep becomes defensive.",
+    "You over-interpret every breath and start asking constant probing questions.",
+    "You miss obvious cues because you were rehearsing your next sentence.",
+    "Your reads turn out wrong repeatedly — you may be projecting."
+  ],
+  "exit_strategy": {
+    "on_success": "Close warmly with a specific thank-you that reflects the moment ('thank you for going the extra step there').",
+    "on_failure": "If your reads have been wrong, drop the inference layer and just listen to the literal words for the rest of the call.",
+    "follow_ups": [
+      "Log specific cue-> outcome pairs to refine your model — humans have idiosyncratic baselines.",
+      "Note industries / call lines where this skill paid off — some are voice-rich (retention, claims) and some are not (automated-feeling support)."
+    ]
+  },
+  "required_user_info": [
+    "What outcome the operator is hoping for — you read cues against the goal, not in the abstract.",
+    "Any context about THIS rep if known (regular contact, history of calls).",
+    "Operator's tolerance for slightly longer calls — cue-reading rewards patience."
+  ],
+  "contributed_by": "emotional-intel agent (v0.9.87 community drop)",
+  "updated_at": "2026-05-20T06:09:47Z"
+}

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"
+}