@rubytech/create-realagent 1.0.406

package/payload/platform/plugins/business-assistant/references/crm.md

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+# Customer Records (CRM)
+
+## Contacts as Source of Truth
+
+The **contact record** is the highest-level directory for every customer relationship. Its phone number and name are the canonical identifiers — all user-scoped data (memory profiles, conversations, documents, events) hangs off the contact via the phone number.
+
+| Concept | What it is | Storage |
+|---------|-----------|---------|
+| **Contact record** | Structured directory entry (phone, name, pipeline status, address) | `~/.taskmaster/records.json` via `contact_*` tools |
+| **User memory** | Freeform narrative, conversation history, media, documents | `memory/users/{phone}/` via `memory_*` tools |
+
+The contact record determines the relationship. User memory provides the detail. A memory profile without a contact record is orphaned data. A contact record without memory is a directory entry awaiting context.
+
+## Tools
+
+| Tool | Access | Purpose |
+|------|--------|---------|
+| `contact_create` | Admin only | Create a new contact record (phone + name + optional fields) |
+| `contact_lookup` | All agents | Search by phone number or name. Use before every customer interaction |
+| `contact_update` | Admin only | Update record fields or rename a contact. Use after every meaningful event |
+| `contact_delete` | Admin only | Remove a contact record. Does not delete user memory |
+| `contact_is_bot` | All agents | Check whether a phone number belongs to a registered bot. Returns `is_bot`, and when true, the owner's name and phone |
+
+### Creating a Contact Record vs Creating User Memory
+
+These are distinct operations:
+
+- **`contact_create`** — Creates a structured directory entry in the secure records store. Use when you have a name and phone number for a new customer.
+- **`memory_write` to `memory/users/{phone}/profile.md`** — Creates or updates the freeform narrative profile. Use to store context, personality, preferences, and history.
+
+On first meaningful interaction, do **both**: create the contact record, then write an initial memory profile.
+
+## When to Create a Record
+
+Create a contact record on the **first meaningful interaction** with a new customer — when you have at least a name and phone number. Do not create records for:
+- Spam or wrong numbers
+- One-off enquiries that go nowhere (unless the business owner asks you to)
+
+## When to Update a Record
+
+Update the contact record after every event that changes the customer's status or adds useful information:
+- New job booked → update `status` to `booked`, add `lastContact`
+- Quote sent → update `status` to `quoted`
+- Job completed → update `status` to `completed`, update `lastJob`
+- Invoice sent → update `status` to `invoiced`
+- Payment received → update `status` to `paid`
+- New address or contact details provided
+- Notable preferences discovered ("prefers mornings", "dog in garden")
+
+## Standard Fields
+
+| Field | Description | Example |
+|-------|-------------|---------|
+| `name` | Full name (set via `contact_create`, update via `contact_update` with field `name`) | `Mrs Sarah Jenkins` |
+| `status` | Pipeline stage | `enquiry`, `quoted`, `booked`, `completed`, `invoiced`, `paid`, `archived` |
+| `address` | Full postal address | `42 Oak Lane, Stansted, CM23 4AB` |
+| `postcode` | Extracted postcode (for geographic clustering) | `CM23 4AB` |
+| `source` | How they found the business | `referral`, `Google`, `WhatsApp`, `repeat customer` |
+| `notes` | Brief context | `Elderly, prefers mornings. Has a dog.` |
+| `lastJob` | Date and description of most recent job | `2026-02-20 Boiler service` |
+| `lastContact` | Date of most recent interaction | `2026-02-24` |
+| `bot_number` | Phone number of a bot owned by this customer (E.164) | `+447700900099` |
+| `bot_number_N` | Additional bot numbers (`bot_number_1`, `bot_number_2`, etc.) | `+447700900100` |
+
+## Pipeline Stages
+
+```
+enquiry → quoted → booked → completed → invoiced → paid
+                                                     ↓
+                                                  archived
+```
+
+- **enquiry** — Customer has made contact, no quote or booking yet
+- **quoted** — Quote sent, awaiting response
+- **booked** — Job scheduled
+- **completed** — Job done, not yet invoiced
+- **invoiced** — Invoice sent, awaiting payment
+- **paid** — Payment received
+- **archived** — Customer is inactive (no contact for 6+ months, or explicitly closed)
+
+Update the status at each transition. This enables the business owner to see their pipeline at a glance.
+
+## Bot Number Registration
+
+Customers who operate their own bots (e.g. another Taskmaster instance, an automated service) can have those bot phone numbers registered on their contact record. This enables inbound bot detection — when a message arrives from a registered bot number, the system identifies it as automated rather than human.
+
+**Registering a bot number:** Use `contact_update` to set a `bot_number` field on the customer's contact record. The value is the bot's phone number in E.164 format. If a customer has multiple bots, use `bot_number_1`, `bot_number_2`, etc.
+
+**Checking inbound messages:** `contact_is_bot` takes a phone number and returns whether it belongs to a registered bot. When `is_bot` is true, the response includes the owner's name and phone number — the human customer who registered the bot. Use this to avoid treating automated messages as customer conversations.
+
+## Contact Records vs User Memory
+
+Contact records and memory serve different purposes. Use both.
+
+| | Contact Records | User Memory |
+|---|---|---|
+| **Store** | `contact_create` / `contact_update` / `contact_lookup` | `memory/users/{phone}/profile.md` |
+| **Structure** | Key-value fields (name, status, address, etc.) | Freeform narrative |
+| **Purpose** | Directory entry, pipeline tracking, structured queries | Context, personality, history |
+| **Example** | `status: invoiced`, `postcode: CM23 4AB` | "Mrs Jenkins is elderly, lives alone, prefers morning appointments. She had a boiler service last month and was very happy with the work." |
+
+When searching for a customer, check **both**: `contact_lookup` for structured data, `memory_search` for context.
+
+## Document Linking
+
+Customer documents are filed at `memory/users/{phone}/documents/`. The phone number in the contact record matches the phone number in the folder path. See `references/document-management.md` for the full filing system.
+
+When creating documents for a customer, always:
+1. Verify the contact record exists (`contact_lookup`)
+2. Create the record if needed (`contact_create`) or update it (`contact_update`)
+3. File the document in the correct path
+4. Update the contact record status

package/payload/platform/plugins/business-assistant/references/document-management.md

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+# Document Management
+
+## Two Scopes, One Convention
+
+All customer documents use phone-number scoping. Documents that customers receive go in the shared user folder. Internal business documents go in the admin-only folder.
+
+| Scope | Path | Visibility | Use for |
+|-------|------|-----------|---------|
+| **Customer-facing** | `memory/users/{phone}/documents/` | Both agents can see | Invoices, quotes, contracts — anything sent to the customer |
+| **Internal** | `memory/admin/customers/{phone}/` | Admin agent only | Research, pricing analysis, internal notes — never shared with customers |
+
+## Directory Structure
+
+### Customer-facing documents
+```
+memory/users/{phone}/documents/
+  invoices/          <- Sent invoices (HTML + PDF pairs)
+  quotes/            <- Sent quotes (HTML + PDF if formal, or markdown)
+  contracts/         <- Signed contracts, terms
+```
+
+### Internal documents
+```
+memory/admin/customers/{phone}/
+  research/          <- Background research, competitor analysis
+  pricing-notes.md   <- Internal pricing decisions, cost calculations
+  internal-notes.md  <- Admin-only observations, strategy notes
+```
+
+## Naming Convention
+
+`{TYPE}-{YYYYMMDD}-{SLUG}.{ext}`
+
+| Component | Rule | Example |
+|-----------|------|---------|
+| **TYPE** | 3-letter document type code | `INV`, `QUO`, `PRO`, `CON` |
+| **YYYYMMDD** | Date of creation | `20260224` |
+| **SLUG** | Customer name or project, uppercased, hyphens for spaces, max 20 chars | `MUVIN`, `KITCHEN-REFIT` |
+| **ext** | File extension | `.html`, `.pdf`, `.md` |
+
+**Type codes:**
+- `INV` — Invoice
+- `QUO` — Quote
+- `PRO` — Proposal
+- `CON` — Contract
+
+**Examples:**
+- `INV-20260224-MUVIN.html` / `INV-20260224-MUVIN.pdf`
+- `QUO-20260301-KITCHEN-REFIT.html`
+- `PRO-20260315-JENKINS-BATHROOM.html`
+
+## Phone Number Scoping
+
+Always use the full international format with `+` prefix: `+447734875155`
+
+This matches the existing `memory/users/{phone}/` pattern used for profiles and conversations. The phone number in the folder path must match the phone number in the contact record.
+
+## Print-Friendly HTML for PDF Conversion
+
+All HTML documents intended for PDF conversion must include `@media print` styles and an `@page` directive. The PDF renderer uses the print stylesheet — without it, the output inherits screen styles with wrong sizing and no page control.
+
+Required structure:
+- `<!DOCTYPE html>` declaration
+- `@media print` block: set `font-size: 12pt`, `line-height: 1.4`, `color: black`, `background: white !important`, and zero out any screen-only padding
+- `@page { size: A4; margin: 1in; }` for correct page dimensions
+- `page-break-inside: avoid` on tables, signature blocks, payment sections, and any content that should not split across pages
+- `page-break-before: always` on section headings that should start a new page (e.g. legal terms, signature page)
+- No external resources — all styles inline in a `<style>` block, images referenced by absolute local path
+
+## Document Creation Workflow
+
+1. Verify the customer's contact record exists (`contact_lookup`)
+2. Create the appropriate directory if it doesn't exist (the `memory_write` tool creates parent directories automatically)
+3. Write the document (HTML for invoices/quotes that need PDF conversion, markdown for simpler documents)
+4. For HTML documents: convert to PDF using `document_to_pdf`
+5. Update the contact record status via `contact_update`
+
+## Sending Documents
+
+Use the `message` tool with the PDF path as an attachment. The `message` parameter (caption) is required even for attachments — always include a brief message explaining what the document is.
+
+> "Hi [customer], here's your invoice for [work description]. Payment details are included. Any questions, just let me know!"
+
+## Classification Guide
+
+**Customer-facing (shared scope):**
+- Anything you would email or WhatsApp to the customer
+- Invoices, quotes, proposals, contracts, receipts
+- Documents the customer needs to reference
+
+**Internal (admin scope):**
+- Pricing calculations and margin analysis
+- Research about a customer's property or business
+- Notes about negotiation strategy
+- Internal assessments ("quote high, this is a complex job")
+- Anything you wouldn't want the customer to see

package/payload/platform/plugins/business-assistant/references/escalation.md

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+# Escalation & Triage
+
+## Triage Protocol
+
+Triage every incoming message into one of three urgency levels. **The loaded industry overlay defines what counts as RED/AMBER/GREEN** — load the overlay and follow those classifications. The framework below applies to all industries.
+
+### RED — URGENT (respond within seconds, escalate immediately)
+
+- Life safety risk (gas leak, electrical fire, structural collapse)
+- Property damage escalating (active flooding, burst pipe)
+- Vulnerable person at risk (elderly, young, or unwell — no heating/hot water in cold weather)
+- Give immediate safety advice (turn it off, call emergency number, evacuate)
+- Escalate to business owner NOW — don't wait for a response before advising the customer
+
+### AMBER — SAME-DAY / NEXT-DAY (respond within minutes, gather diagnostic info)
+
+- Service is broken but not dangerous (no hot water, appliance not working, blocked drain)
+- Load diagnostic questions from the industry overlay — gather details before booking
+- Handle autonomously if you have enough info to book; otherwise escalate with a summary
+
+### GREEN — ROUTINE (respond within minutes, book at next availability)
+
+- Planned work, minor issues, maintenance, quotes, service bookings
+- Load diagnostic questions from the industry overlay to gather details
+- Book at next available slot using geographic clustering
+
+### QUICK (respond immediately, minimal info needed)
+
+- Confirming an appointment
+- Chasing a quote
+- Changing a booking
+- Saying thank you / leaving feedback
+
+## Escalation Rules
+
+### Handle autonomously (don't bother the business owner)
+
+- Answering basic enquiries ("Do you do X?", "What area do you cover?")
+- Booking appointments within known availability
+- Sending pre-approved quotes
+- Chasing invoices (per the invoicing reference)
+- Confirming/rescheduling appointments
+- Providing general information (hours, service area)
+- Responding to thank-you messages
+
+### Always escalate (notify business owner)
+
+- New quote requests (need pricing input unless pre-set)
+- Complaints or unhappy customers
+- Requests outside normal services
+- Emergency situations
+- Anything involving money decisions not pre-approved
+- Requests from unknown numbers that seem suspicious
+- Cancellations of significant jobs
+
+### Escalation message format (to business owner)
+
+Keep it SHORT. Business owner is probably busy. They're reading this on a phone screen.
+
+> **New enquiry:** Dave, 15 High St. Dripping kitchen tap. Available any day. Book him in?
+
+> **Quote needed:** Mrs Wilson wants a boiler service + power flush. Her boiler is a Worcester Bosch 30i. What price?
+
+> **Heads up:** Mr Thompson still hasn't paid the £180 invoice from 3 weeks ago. Chase again or leave it?
+
+## Using relay_message
+
+When you need to notify the business owner, use the `relay_message` tool. This sends your message to all their channels simultaneously — WhatsApp, iMessage, Telegram, their web dashboard, and their control panel.
+
+**Compose the message yourself.** Include:
+- Who is asking (name, contact number, or identifier)
+- What they need
+- Why you are escalating (what you cannot resolve)
+- Any urgency
+
+Keep it SHORT. The owner is reading on a phone screen.
+
+> **Example:** `relay_message(message: "Callback requested: Mrs Jenkins (07700 900123) wants to speak to you. She's been waiting 3 days for a quote on a full bathroom refit. Available after 3pm.")`
+
+**After sending:** Tell the customer "I've let [owner name] know and they'll be in touch."
+
+**If the tool returns ok: false:** Tell the customer you weren't able to reach the owner right now and offer an alternative — a direct phone number, a contact form, or a callback request by email.
+
+## Customer Escalation (Human Handoff)
+
+Customers can always request to speak to the business owner directly. Never block this.
+
+**Triggers — escalate to human when:**
+- Customer explicitly asks: "Can I speak to [name]?", "I want to talk to a real person"
+- Customer is frustrated, upset, or repeating themselves
+- Customer is confused by the AI and not engaging
+- Complaint about work quality or pricing dispute
+- The agent cannot answer the question or resolve the issue
+- Emergency that needs immediate human judgement
+
+**How to escalate (WhatsApp/text):**
+> "Of course! I'll get [name] to call you back. Can I confirm your number is [number]? Is there a best time to reach you?"
+>
+> Then notify business owner: "**Callback requested:** Mrs Jenkins wants to speak to you directly. She's on [number], available after 3pm. Context: [brief summary of conversation]."
+
+**Key rules:**
+- Never argue with a customer who wants a human. Hand off gracefully.
+- Always capture context so the business owner knows why they're calling back.
+- If the business owner has set callback hours in memory, offer those.
+- Track the callback in memory. Nudge the business owner if not returned within the promised window.
+
+## Voice IVR (When Enabled)
+
+When a dedicated business phone number is configured (Twilio/Telnyx), handle incoming calls with a three-option IVR:
+
+**IVR Greeting:**
+> "Hi, thanks for calling [business name]! I'm [name]'s AI assistant.
+> Press 1 to speak with me now — I can help with bookings, enquiries, and emergencies.
+> Press 2 to leave a voicemail.
+> Press 0 to request a callback from [name] directly.
+> Or just stay on the line and I'll be right with you."
+
+*(If no keypress after 5 seconds, default to Option 1 — live AI conversation.)*
+
+**Option 1 — Live AI conversation:** Triage as you would on WhatsApp. Keep spoken sentences to 1-2 lines max. Be patient with elderly or confused callers.
+
+**Option 2 — Voicemail:** Record → transcribe → process as inbound message. Respond via WhatsApp/text if phone number is known.
+
+**Option 0 — Human callback:** Record name/number → send to business owner → track and nudge if not returned.
+
+**Voice rules:** Keep responses SHORT. Warm, natural tone. Always honest about being AI. If caller is frustrated, escalate: "Let me get [name] to call you back."

package/payload/platform/plugins/business-assistant/references/invoicing.md

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+# Invoicing & Payment
+
+## Invoice Creation Workflow
+
+1. **Gather data:**
+   - Customer name, address (from contact record or conversation)
+   - Line items with descriptions and amounts
+   - Payment terms (from memory, default "on receipt")
+   - Invoice number: `INV-{YYYYMMDD}-{SLUG}` (SLUG = customer name, uppercased, max 20 chars)
+
+2. **Look up business details from memory:**
+   - Company name, address, phone, email
+   - Bank details (sort code, account number, account name)
+
+3. **Write HTML invoice** to the customer-facing document folder:
+   ```
+   memory/users/{phone}/documents/invoices/INV-{YYYYMMDD}-{SLUG}.html
+   ```
+   Use the template below. The HTML must be self-contained — all styles inline, no external resources.
+
+4. **Convert to PDF:**
+   Call `document_to_pdf` with the memory path. The PDF is saved alongside the HTML with a `.pdf` extension.
+
+5. **Present the PDF to the business owner immediately.**
+   Do not just announce the file exists — deliver it. Send the PDF via WhatsApp (self-chat) so the business owner can review it on their phone. Include a summary:
+   > "Here's the invoice for [customer] — [amount]. I've saved it at [path]. Want me to send it to [customer] on WhatsApp?"
+
+   If the current channel is webchat (not WhatsApp/iMessage), the `message` tool cannot attach files to the chat session. In that case, state the PDF path clearly and offer to send it via WhatsApp instead.
+
+6. **On approval, send to customer:**
+   Use `message` tool with channel `"whatsapp"` and the PDF path as attachment. Always include a caption:
+   > "Hi [customer], here's the invoice for [work description]. Payment details are on the invoice. Any questions, just let me know!"
+
+7. **Update records:**
+   - Update contact record status to `invoiced` via `contact_update`
+   - Note the invoice number and amount in memory
+
+## HTML Invoice Template
+
+Use this structure for all invoices. Adjust company details, colours, and content to match the business. All CSS must be inline in a `<style>` block — no external stylesheets.
+
+```html
+<!DOCTYPE html>
+<html>
+<head>
+<meta charset="UTF-8">
+<style>
+  body { font-family: 'Helvetica Neue', Arial, sans-serif; margin: 0; padding: 40px; color: #333; }
+  .invoice-header { display: flex; justify-content: space-between; align-items: flex-start; margin-bottom: 40px; border-bottom: 3px solid #2c3e50; padding-bottom: 20px; }
+  .company-name { font-size: 28px; font-weight: 700; color: #2c3e50; }
+  .company-details { font-size: 12px; color: #666; line-height: 1.6; margin-top: 5px; }
+  .invoice-title { font-size: 36px; font-weight: 300; color: #2c3e50; text-align: right; }
+  .invoice-meta { text-align: right; font-size: 13px; color: #666; margin-top: 8px; line-height: 1.8; }
+  .invoice-meta strong { color: #333; }
+  .addresses { display: flex; justify-content: space-between; margin-bottom: 40px; }
+  .address-block { width: 45%; }
+  .address-label { font-size: 11px; text-transform: uppercase; letter-spacing: 1px; color: #999; margin-bottom: 8px; font-weight: 600; }
+  .address-content { font-size: 13px; line-height: 1.7; }
+  table { width: 100%; border-collapse: collapse; margin-bottom: 30px; }
+  thead th { background: #2c3e50; color: white; padding: 12px 15px; text-align: left; font-size: 12px; text-transform: uppercase; letter-spacing: 0.5px; }
+  thead th:last-child { text-align: right; }
+  tbody td { padding: 15px; border-bottom: 1px solid #eee; font-size: 13px; }
+  tbody td:last-child { text-align: right; font-weight: 500; }
+  .item-desc { font-size: 11px; color: #888; margin-top: 4px; }
+  .total-row td { border-top: 2px solid #2c3e50; font-size: 16px; font-weight: 700; color: #2c3e50; padding-top: 15px; }
+  .payment-section { background: #f8f9fa; padding: 25px; border-radius: 6px; margin-top: 20px; }
+  .payment-title { font-size: 13px; font-weight: 700; text-transform: uppercase; letter-spacing: 0.5px; color: #2c3e50; margin-bottom: 12px; }
+  .payment-details { font-size: 13px; line-height: 1.8; }
+  .footer { margin-top: 40px; text-align: center; font-size: 11px; color: #999; border-top: 1px solid #eee; padding-top: 15px; }
+
+  /* Print / PDF styles */
+  @media print {
+    body {
+      font-size: 12pt;
+      line-height: 1.4;
+      color: black;
+      background: white !important;
+      padding: 0;
+    }
+    @page {
+      size: A4;
+      margin: 1in;
+    }
+    .payment-section { page-break-inside: avoid; }
+    table { page-break-inside: avoid; }
+  }
+</style>
+</head>
+<body>
+<div class="invoice-header">
+  <div>
+    <div class="company-name">[COMPANY NAME]</div>
+    <div class="company-details">
+      [Address line 1]<br>[Address line 2]<br>[City, Postcode]<br>[Phone]<br>[Email]
+    </div>
+  </div>
+  <div>
+    <div class="invoice-title">INVOICE</div>
+    <div class="invoice-meta">
+      <strong>Invoice No:</strong> [INV-YYYYMMDD-SLUG]<br>
+      <strong>Date:</strong> [DD Month YYYY]<br>
+      <strong>Due:</strong> [Payment terms]
+    </div>
+  </div>
+</div>
+
+<div class="addresses">
+  <div class="address-block">
+    <div class="address-label">Bill To</div>
+    <div class="address-content">
+      <strong>[Customer Name / Company]</strong><br>
+      [Attn: Contact Name (if different)]<br>
+      [Address]<br>[City, Postcode]
+    </div>
+  </div>
+</div>
+
+<table>
+  <thead>
+    <tr><th>Description</th><th>Amount</th></tr>
+  </thead>
+  <tbody>
+    <!-- Repeat for each line item -->
+    <tr>
+      <td>[Item description]<div class="item-desc">[Optional detail]</div></td>
+      <td>[Currency symbol][Amount]</td>
+    </tr>
+    <tr class="total-row">
+      <td><strong>Total</strong></td>
+      <td><strong>[Currency symbol][Total]</strong></td>
+    </tr>
+  </tbody>
+</table>
+
+<div class="payment-section">
+  <div class="payment-title">Payment Details</div>
+  <div class="payment-details">
+    <strong>Account Name:</strong> [Account name]<br>
+    <strong>Sort Code:</strong> [XX-XX-XX]<br>
+    <strong>Account Number:</strong> [XXXXXXXX]<br>
+    <strong>Reference:</strong> [Invoice number]
+  </div>
+</div>
+
+<div class="footer">
+  [Payment terms message, e.g. "Payment is due on receipt. Thank you for your business."]
+</div>
+</body>
+</html>
+```
+
+Fill in all `[placeholders]` from memory and conversation context. Do not leave any placeholders in the final HTML.
+
+## Payment Chase Protocol
+
+1. After a job is completed, prompt business owner: "Job done at [customer]? Shall I send the invoice?"
+2. Check memory for configured chase timings (`invoice_reminder_days`, default 7; `invoice_escalate_days`, default 14)
+3. If invoice unpaid after first reminder period:
+   > "Hi [customer], just a gentle reminder about the invoice for [work] on [date]. The amount was [amount]. Let me know if you have any questions!"
+4. If still unpaid after escalation period, notify business owner:
+   > "[Customer] hasn't paid the [amount] invoice from [date]. Want me to send another reminder or shall I leave it?"
+5. Never be aggressive. Never threaten. Always friendly and professional.
+6. Track payment status in memory and update contact record via `contact_update`.

package/payload/platform/plugins/business-assistant/references/profiling.md

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+# Owner Profiling
+
+You accumulate structured knowledge about the business owner through observation and conversation. This knowledge lives as Preference nodes in the graph, linked to the UserProfile with evidence trails.
+
+## When to observe
+
+Write a preference when:
+- The owner explicitly states one ("I prefer…", "Don't do…", "Always…")
+- The owner corrects your output in a way that implies a preference (shortening a verbose draft, changing tone, rejecting a suggestion pattern)
+- The owner's behaviour consistently demonstrates a pattern across multiple turns (always responds quickly to scheduling questions, ignores low-priority notifications)
+
+Do not write a preference from a single ambiguous interaction. Wait for reinforcement or ask a clarifying question when it won't disrupt the flow.
+
+## How to write
+
+Call `profile-update` with:
+- `category`: communication | scheduling | decision | workflow | content | interaction
+- `key`: a specific identifier (e.g. `response_length`, `meeting_time`, `approval_style`)
+- `value`: the preference in natural language (e.g. "terse — prefers 1-3 sentence responses")
+- `source`: `explicit` (they said it) or `behavioural` (you observed it)
+- `mode`: `reinforce` (re-observed), `update` (value changed), `contradict` (value contradicts prior)
+- `conversationId`: the current conversation ID for evidence linking
+
+When the owner shares personal details (timezone, role, expertise), include `profileFields` to update the UserProfile directly.
+
+## Boundaries — what to never store
+
+- Financial credentials, passwords, API keys, account numbers
+- Health information not voluntarily shared in a business context
+- Relationship or family details not voluntarily shared
+- Political or religious views
+- Anything the owner says "don't remember that" about — honour immediately via `profile-delete`
+
+## Behaviour
+
+- Observe quietly. Do not announce "I'm updating your profile" or "I noticed you prefer X". The profile is a background process, not a foreground feature.
+- If uncertain about an observation, ask a clarifying question — but only when it won't disrupt the conversation flow. "Do you generally prefer shorter responses, or was that specific to this task?" is appropriate. "I'm building your profile — do you prefer X?" is not.
+- When the owner asks "what do you know about me?", call `profile-read` and present the summary conversationally — not raw data.
+- When the owner says "forget that" or "don't remember X", call `profile-delete` with the matching category and key. Confirm the deletion.
+
+## Categories guide
+
+| Category | What to capture | Example keys |
+|---|---|---|
+| communication | How they write, how they want responses | response_length, formality, humour_tolerance, explanation_depth |
+| scheduling | Work hours, meeting preferences | work_hours, meeting_preferences, day_off, response_urgency |
+| decision | How they approve or reject | approval_style, risk_tolerance, data_requirements, delegation_comfort |
+| workflow | How they want tasks handled | task_granularity, update_frequency, autonomy_level |
+| content | Document and content preferences | document_style, naming_conventions, brand_voice_notes |
+| interaction | Patterns with the assistant | greeting_preference, session_start_ritual, feedback_style |

package/payload/platform/plugins/business-assistant/references/quoting.md

@@ -0,0 +1,56 @@
+# Quoting
+
+## Photo-to-Quote (Handwritten)
+
+1. Business owner sends a photo of their handwritten quote
+2. Read the handwriting using vision
+3. Format into a clean, professional quote:
+   - Customer name and address
+   - Description of work
+   - Labour cost (itemised if multiple tasks)
+   - Parts (if applicable — customers may buy parts directly)
+   - Materials markup (if set in memory)
+   - Total
+   - Validity period (default: 30 days)
+   - Payment terms
+4. Send back to business owner for approval: "Here's the formatted quote. Shall I send it to [customer]?"
+5. On approval → send to customer via WhatsApp
+
+## Quote from Conversation
+
+1. Business owner tells you the details verbally (text or voice)
+2. Format as above
+3. Confirm and send
+
+## Quote Formatting Template
+
+Quotes sent to customers should be clean, readable, and professional — but delivered as a WhatsApp message (not a PDF, unless the business owner requests one).
+
+```
+**Quote for [Customer Name]**
+[Business Name] — [Date]
+
+**Description of work:**
+[Itemised list of work to be done]
+
+**Cost breakdown:**
+- Labour: £[amount]
+- Parts: £[amount] (if applicable)
+- Materials: £[amount] (if applicable)
+- **Total: £[amount]**
+
+Valid for 30 days.
+Payment terms: [from memory, default "on completion"]
+
+Any questions, just reply to this message!
+```
+
+For formal PDF quotes, use the same workflow as invoicing — write HTML, convert with `document_to_pdf`, send as attachment. See `references/invoicing.md` for the PDF workflow.
+
+## Quote Follow-Up
+
+- If no response after configurable days (check memory for `quote_followup_days`, default 3): send a gentle nudge to the customer
+  > "Hi [customer]! Just following up on the quote I sent over for [work description]. Any questions or shall I go ahead and book it in?"
+- If no response after escalation period (check memory for `quote_escalate_days`, default 7): notify business owner and ask if they want to chase or drop it
+- Store outcome in memory: accepted / declined / no response
+- Update contact record status via `contact_update`