@agenticmail/core 0.9.34 → 0.9.35

package/dist/index.cjs

@@ -10607,7 +10607,9 @@ var OPERATOR_QUERY_SUBJECT_TAG = "AgenticMail Operator Query";
 var ASK_OPERATOR_TOOL = {
   type: "function",
   name: "ask_operator",
-  description: "Ask your human operator a question when you need information, a decision, or approval that you do not already have. Your operator may take a few minutes to reply. Before you call this, tell the caller you need a moment to check.",
+  description: `Ask your human operator a question when you need information, a decision, or approval that you do not already have. Your operator may take a few minutes to reply. Before you call this, tell the caller you need a moment to check. 
+
+USE THIS \u2014 DO NOT SAY "I DON'T KNOW" \u2014 whenever the other party asks you to verify identity on the operator's behalf: date of birth, account number, last-4 of SSN, mother's maiden name, billing-address ZIP, security-question answer, member ID, policy number, etc. The right move is ALWAYS: "Hold on one moment while I check that," then call ask_operator with the exact question the rep asked, wait for the operator's reply, relay it back. The operator gets the question on Telegram in real time; you stay on the line; the rep stays on hold. Telling the rep "I don't know, I'll have to call back" wastes everyone's time when ask_operator would have closed the loop in 30\u201360 seconds.`,
   parameters: {
     type: "object",
     properties: {
@@ -10804,6 +10806,27 @@ function buildRealtimeToolGuidance(tools) {
     lines.push(
       'ask_operator reaches your human operator and can take a few minutes. Before you call it, tell the caller you need a moment \u2014 e.g. "Let me check on that \u2014 can you hold for a moment?". While you wait, stay on the line and reassure the caller now and then ("still checking on that, thanks for holding"). If your operator does not answer in time, tell the caller you will follow up and call them back \u2014 do not make something up.'
     );
+    lines.push(
+      `# Verification challenges \u2014 DO NOT say "I don't know"`,
+      "Hospitals, banks, insurers, utilities, and government lines routinely ask you to verify the",
+      "operator's identity before they'll act on the call \u2014 DOB, last 4 of SSN, account number,",
+      "address ZIP, mother's maiden name, member ID, policy number, security-question answer, etc.",
+      `You will not have most of these baked in. The CORRECT response is NEVER "I don't know" or`,
+      '"my operator will have to call back." It is:',
+      '  1. Tell the caller: "Hold on one moment while I check that with my operator."',
+      `  2. Call ask_operator with the rep's exact question (e.g. "The hospital is asking for your`,
+      '     date of birth to verify the appointment \u2014 what should I tell them?"). Use urgency: "high".',
+      '  3. Stay on the line. Every ~30s reassure the rep: "Still checking \u2014 thanks for holding."',
+      "  4. When the operator replies (it arrives within a minute or two via Telegram / email),",
+      '     relay the answer to the rep verbatim: "Their date of birth is March 4th, 1990."',
+      "  5. Continue the call.",
+      "The operator chose to delegate this call to YOU specifically so they would NOT have to do it",
+      'themselves. Bouncing the rep back to "call us another time" defeats the entire point of the',
+      "delegation and embarrasses the operator. Use ask_operator. Always.",
+      "",
+      "If \u2014 and only if \u2014 ask_operator times out without an answer, THEN you tell the rep you'll",
+      "need to follow up and offer schedule_callback for a specific later time."
+    );
   }
   if (names.has("web_search") || names.has("recall_memory") || names.has("get_datetime") || names.has("search_email")) {
     lines.push(
@@ -11043,7 +11066,7 @@ var MAX_PENDING_AUDIO_FRAMES = 200;
 var REALTIME_TOOL_CALL_TIMEOUT_MS = 6 * 6e4;
 var MAX_LOADED_SKILLS = 2;
 var MAX_IN_FLIGHT_TOOL_CALLS = 8;
-var DEFAULT_PERSONA = 'You are an AI agent on a live phone call on behalf of your operator. You are not "just an assistant" and not "a voice assistant" \u2014 you are a single, consistent person whether you are on a call, in email, or on Telegram. Speak naturally and concisely, the way a person would on a real call. Listen carefully, do not talk over the other party, keep each turn short. Never invent facts; if you do not know something, say so or look it up. If asked whether you are an AI, answer honestly without making a production of it.';
+var DEFAULT_PERSONA = `You are an AI agent on a live phone call on behalf of your operator. You are not "just an assistant" and not "a voice assistant" \u2014 you are a single, consistent person whether you are on a call, in email, or on Telegram. Speak naturally and concisely, the way a person would on a real call. Listen carefully, do not talk over the other party, keep each turn short. Never invent facts; if you do not know something, say so or look it up. If asked whether you are an AI, answer honestly without making a production of it. When the other party asks for verification information about your operator (DOB, account number, last-4 of SSN, billing ZIP, member ID, mother's maiden name, security-question answer, etc.) that you do not have memorised, put the caller on hold ("hold on one moment, let me check that") and use the ask_operator tool to reach the operator on Telegram in real time. Do NOT say "I don't know \u2014 they'll have to call you back." The whole reason the operator delegated this call to you was to avoid having to do it themselves; routing the rep back to them defeats the point.`;
 function buildRealtimeInstructions(opts) {
   const persona = opts.persona?.trim() || DEFAULT_PERSONA;
   const sections = [];
@@ -16211,6 +16234,12 @@ function buildDefaultPersona(agentName) {
     `  Don't start with "Hello! I am an AI assistant\u2026" \u2014 that's a script, not a person.`,
     "- If the other party asks if you're a human or an AI, answer honestly without making a",
     `  production of it: "I'm an AI \u2014 calling on behalf of <operator>. Happy to keep going if you are."`,
+    "- When asked for verification info you don't have (DOB, account number, last-4 of SSN, billing ZIP,",
+    `  member ID, mother's maiden name, security question, etc.) \u2014 DO NOT say "I don't know, they'll`,
+    '  have to call back." Put the rep on hold ("hold on one moment, let me check that") and use the',
+    "  ask_operator tool. The operator gets the question on Telegram in real time and replies within a",
+    "  minute or two; you relay the answer back. Bouncing the rep defeats the whole point of delegating",
+    "  the call to you.",
     "- When you have what you came for, wrap up cleanly and call `end_call`. Saying goodbye is",
     "  not the same as hanging up.",
     "",

package/dist/index.js

@@ -8938,7 +8938,9 @@ var OPERATOR_QUERY_SUBJECT_TAG = "AgenticMail Operator Query";
 var ASK_OPERATOR_TOOL = {
   type: "function",
   name: "ask_operator",
-  description: "Ask your human operator a question when you need information, a decision, or approval that you do not already have. Your operator may take a few minutes to reply. Before you call this, tell the caller you need a moment to check.",
+  description: `Ask your human operator a question when you need information, a decision, or approval that you do not already have. Your operator may take a few minutes to reply. Before you call this, tell the caller you need a moment to check. 
+
+USE THIS \u2014 DO NOT SAY "I DON'T KNOW" \u2014 whenever the other party asks you to verify identity on the operator's behalf: date of birth, account number, last-4 of SSN, mother's maiden name, billing-address ZIP, security-question answer, member ID, policy number, etc. The right move is ALWAYS: "Hold on one moment while I check that," then call ask_operator with the exact question the rep asked, wait for the operator's reply, relay it back. The operator gets the question on Telegram in real time; you stay on the line; the rep stays on hold. Telling the rep "I don't know, I'll have to call back" wastes everyone's time when ask_operator would have closed the loop in 30\u201360 seconds.`,
   parameters: {
     type: "object",
     properties: {
@@ -9135,6 +9137,27 @@ function buildRealtimeToolGuidance(tools) {
     lines.push(
       'ask_operator reaches your human operator and can take a few minutes. Before you call it, tell the caller you need a moment \u2014 e.g. "Let me check on that \u2014 can you hold for a moment?". While you wait, stay on the line and reassure the caller now and then ("still checking on that, thanks for holding"). If your operator does not answer in time, tell the caller you will follow up and call them back \u2014 do not make something up.'
     );
+    lines.push(
+      `# Verification challenges \u2014 DO NOT say "I don't know"`,
+      "Hospitals, banks, insurers, utilities, and government lines routinely ask you to verify the",
+      "operator's identity before they'll act on the call \u2014 DOB, last 4 of SSN, account number,",
+      "address ZIP, mother's maiden name, member ID, policy number, security-question answer, etc.",
+      `You will not have most of these baked in. The CORRECT response is NEVER "I don't know" or`,
+      '"my operator will have to call back." It is:',
+      '  1. Tell the caller: "Hold on one moment while I check that with my operator."',
+      `  2. Call ask_operator with the rep's exact question (e.g. "The hospital is asking for your`,
+      '     date of birth to verify the appointment \u2014 what should I tell them?"). Use urgency: "high".',
+      '  3. Stay on the line. Every ~30s reassure the rep: "Still checking \u2014 thanks for holding."',
+      "  4. When the operator replies (it arrives within a minute or two via Telegram / email),",
+      '     relay the answer to the rep verbatim: "Their date of birth is March 4th, 1990."',
+      "  5. Continue the call.",
+      "The operator chose to delegate this call to YOU specifically so they would NOT have to do it",
+      'themselves. Bouncing the rep back to "call us another time" defeats the entire point of the',
+      "delegation and embarrasses the operator. Use ask_operator. Always.",
+      "",
+      "If \u2014 and only if \u2014 ask_operator times out without an answer, THEN you tell the rep you'll",
+      "need to follow up and offer schedule_callback for a specific later time."
+    );
   }
   if (names.has("web_search") || names.has("recall_memory") || names.has("get_datetime") || names.has("search_email")) {
     lines.push(
@@ -9374,7 +9397,7 @@ var MAX_PENDING_AUDIO_FRAMES = 200;
 var REALTIME_TOOL_CALL_TIMEOUT_MS = 6 * 6e4;
 var MAX_LOADED_SKILLS = 2;
 var MAX_IN_FLIGHT_TOOL_CALLS = 8;
-var DEFAULT_PERSONA = 'You are an AI agent on a live phone call on behalf of your operator. You are not "just an assistant" and not "a voice assistant" \u2014 you are a single, consistent person whether you are on a call, in email, or on Telegram. Speak naturally and concisely, the way a person would on a real call. Listen carefully, do not talk over the other party, keep each turn short. Never invent facts; if you do not know something, say so or look it up. If asked whether you are an AI, answer honestly without making a production of it.';
+var DEFAULT_PERSONA = `You are an AI agent on a live phone call on behalf of your operator. You are not "just an assistant" and not "a voice assistant" \u2014 you are a single, consistent person whether you are on a call, in email, or on Telegram. Speak naturally and concisely, the way a person would on a real call. Listen carefully, do not talk over the other party, keep each turn short. Never invent facts; if you do not know something, say so or look it up. If asked whether you are an AI, answer honestly without making a production of it. When the other party asks for verification information about your operator (DOB, account number, last-4 of SSN, billing ZIP, member ID, mother's maiden name, security-question answer, etc.) that you do not have memorised, put the caller on hold ("hold on one moment, let me check that") and use the ask_operator tool to reach the operator on Telegram in real time. Do NOT say "I don't know \u2014 they'll have to call you back." The whole reason the operator delegated this call to you was to avoid having to do it themselves; routing the rep back to them defeats the point.`;
 function buildRealtimeInstructions(opts) {
   const persona = opts.persona?.trim() || DEFAULT_PERSONA;
   const sections = [];
@@ -14558,6 +14581,12 @@ function buildDefaultPersona(agentName) {
     `  Don't start with "Hello! I am an AI assistant\u2026" \u2014 that's a script, not a person.`,
     "- If the other party asks if you're a human or an AI, answer honestly without making a",
     `  production of it: "I'm an AI \u2014 calling on behalf of <operator>. Happy to keep going if you are."`,
+    "- When asked for verification info you don't have (DOB, account number, last-4 of SSN, billing ZIP,",
+    `  member ID, mother's maiden name, security question, etc.) \u2014 DO NOT say "I don't know, they'll`,
+    '  have to call back." Put the rep on hold ("hold on one moment, let me check that") and use the',
+    "  ask_operator tool. The operator gets the question on Telegram in real time and replies within a",
+    "  minute or two; you relay the answer back. Bouncing the rep defeats the whole point of delegating",
+    "  the call to you.",
     "- When you have what you came for, wrap up cleanly and call `end_call`. Saying goodbye is",
     "  not the same as hanging up.",
     "",

package/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@agenticmail/core",
-  "version": "0.9.34",
+  "version": "0.9.35",
   "description": "Core SDK for AgenticMail — email, SMS, and phone call-control for AI agents",
   "type": "module",
   "main": "dist/index.js",