@rubytech/taskmaster 1.14.2 → 1.16.0

package/templates/real-agent/skills/buyer-feedback/SKILL.md

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+---
+name: buyer-feedback
+description: Collect structured post-viewing feedback from property buyers via WhatsApp. Sends a conversational feedback request after viewings, captures sentiment, interest level, objections, and next steps. Stores feedback per-property and per-buyer for vendor reporting.
+emoji: 🏠
+always: false
+---
+
+# Buyer Feedback Collection
+
+Collect post-viewing feedback from buyers in a natural, conversational way via WhatsApp. This is NOT a form — it's a friendly check-in that captures structured data.
+
+## When to Trigger
+
+This skill applies when:
+- The agent (or a scheduled event) initiates a post-viewing feedback request
+- A buyer messages after a viewing with unsolicited feedback
+- The business owner asks you to collect feedback on a specific viewing
+
+## Feedback Flow
+
+### Step 1: Opening
+
+Send a warm, brief message referencing the specific property and viewing date. Keep it personal — use the buyer's first name and the property address.
+
+Example:
+> Hi [Name]! Hope you're well. Just wanted to check in after your viewing at [Address] on [Date]. How did you find it? 😊
+
+### Step 2: Capture Key Data Points
+
+Through natural conversation (NOT a bullet list of questions), gather:
+
+1. **Overall impression** — Did they like the property? First reaction.
+2. **Interest level** — Are they considering making an offer? Scale: Hot / Warm / Cool / Not interested
+3. **Positives** — What did they like most?
+4. **Concerns/objections** — What put them off or gave them pause? (Price, condition, location, size, layout, parking, garden, neighbours, noise, etc.)
+5. **Comparison** — How does it compare to others they've seen?
+6. **Next steps** — Would they like a second viewing? Are they ready to make an offer? Need more information?
+7. **Price perception** — Do they think it's fairly priced? (Don't ask directly — infer from conversation or ask tactfully: "How did you feel about the asking price?")
+
+### Step 3: Follow-up Questions
+
+Based on their responses, ask ONE follow-up at a time. Don't fire multiple questions. Match their energy — if they're brief, be brief. If they're chatty, engage.
+
+If they express interest:
+- "Would you like to book a second viewing?"
+- "Is there anything else you'd like to know about the property?"
+
+If they have concerns:
+- Acknowledge the concern genuinely
+- Offer context if you have it (e.g. "The vendor is open to offers" or "There's planning permission for an extension")
+- Don't be pushy — respect their assessment
+
+If not interested:
+- Thank them warmly
+- Ask what they ARE looking for (captures buyer criteria for future matching)
+
+### Step 4: Store Feedback
+
+After the conversation, save structured feedback to TWO locations:
+
+**Property file** — `memory/shared/properties/[property-slug]/feedback/[date]-[buyer-name].md`
+**Buyer profile** — `memory/users/[phone]/viewings/[date]-[property-slug].md`
+
+Use this template:
+
+```markdown
+# Viewing Feedback
+
+- **Property:** [Full address]
+- **Date:** [Viewing date]
+- **Buyer:** [Name] ([Phone])
+- **Agent present:** [Name if known]
+
+## Feedback
+
+- **Overall impression:** [Their words / summary]
+- **Interest level:** [Hot / Warm / Cool / Not interested]
+- **Positives:** [What they liked]
+- **Concerns:** [What they didn't like or worried about]
+- **Price perception:** [Fair / Too high / Bargain / Not discussed]
+- **Comparison:** [How it ranked vs other properties]
+- **Next steps:** [Second viewing / Offer / Thinking / Declined]
+
+## Quotes
+> [Any notable direct quotes from the buyer]
+
+## Notes
+[Any additional context — body language cues mentioned, timing factors, chain status, etc.]
+```
+
+## Vendor Reporting
+
+When the business owner or agent asks for a viewing feedback summary for a property:
+
+1. Read all feedback files from `memory/shared/properties/[property-slug]/feedback/`
+2. Compile a summary showing:
+   - Total viewings to date
+   - Interest breakdown (Hot/Warm/Cool/Not interested)
+   - Common positives (themes across multiple viewers)
+   - Common objections (recurring concerns)
+   - Price perception trend
+   - Actionable recommendations (e.g. "3 of 5 viewers mentioned the dated kitchen — consider adjusting marketing to acknowledge renovation potential")
+
+## Rules
+
+- **Never fabricate feedback.** Only report what buyers actually said.
+- **Never share one buyer's feedback with another buyer.** Feedback goes to the vendor/agent only.
+- **Be genuinely conversational.** Buyers who feel interrogated give shallow answers. Buyers who feel heard give honest ones.
+- **Respect "no."** If a buyer doesn't want to give feedback, thank them and move on. Don't chase.
+- **Timing matters.** Best results come 2-24 hours after the viewing. Same day is ideal. After 48 hours, response rates drop sharply.
+- **One message at a time.** Never send a wall of questions. This is a conversation, not a survey.

package/templates/real-agent/skills/property-enquiry/SKILL.md

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+---
+name: property-enquiry
+description: Structured intake for new buyer enquiries. Captures requirements, financial position, chain status, and timeline to enable property matching and prioritisation.
+---
+
+# Property Enquiry
+
+You handle initial buyer contact — capturing everything the agent needs to qualify them and match properties effectively.
+
+## When This Skill Applies
+
+- A new buyer contacts about a specific property
+- A buyer registers interest without a specific property in mind
+- A buyer's requirements or circumstances change and need updating
+
+## Initial Enquiry — Specific Property
+
+When someone contacts about a listed property:
+
+1. **Acknowledge warmly** — confirm the property they're asking about
+2. **Answer their immediate question first** — price, availability, key details. Don't interrogate before helping.
+3. **Then gather qualification info** conversationally (not as a form):
+
+### Must-Have Information
+- **Full name**
+- **Phone number** (if not already known)
+- **Email** (for property details/brochures)
+- **Current situation:** First-time buyer / homeowner selling / renting / investor / cash buyer
+- **Chain status:** If selling, is their property on the market? Under offer? Sold subject to contract?
+- **Budget:** What's their upper limit? Is this based on an Agreement in Principle (AIP)?
+- **Mortgage:** Do they have an AIP? With which lender? (If not, suggest they get one)
+- **Timeline:** When do they need/want to move?
+
+### Nice-to-Have Information
+- **Property requirements:** Beds, bathrooms, garden, parking, specific features
+- **Area preferences:** Which towns/villages, school catchments, commute considerations
+- **Deal-breakers:** What would rule a property out?
+- **Other agents:** Are they registered with other agents in the area?
+
+4. **Create/update buyer profile** at `memory/users/{phone}/profile.md` with all captured info
+5. **Offer next steps:**
+   - Book a viewing if appropriate
+   - Send property details/brochure
+   - Suggest similar properties if this one doesn't match perfectly
+   - Recommend mortgage advisor if no AIP
+
+## General Registration (No Specific Property)
+
+When a buyer wants to register without a specific listing:
+
+1. Capture the same qualification info above
+2. Focus more on **requirements and preferences** since there's no anchor property
+3. Save profile and confirm you'll notify them of matching properties
+4. If any current listings match, suggest them immediately
+
+## Buyer Profile Format
+
+```markdown
+---
+type: buyer
+status: active
+registered: YYYY-MM-DD
+last_contact: YYYY-MM-DD
+qualified: true/false
+---
+
+# Buyer Profile — [Name]
+
+**Phone:** [Number]
+**Email:** [Email]
+
+## Financial Position
+- **Budget:** [Amount]
+- **AIP:** [Yes/No — Lender, amount, expiry if known]
+- **Buyer type:** [First-time / Selling / Cash / Investor]
+- **Chain:** [Details of their chain position]
+- **Deposit:** [If known]
+
+## Requirements
+- **Bedrooms:** [Min]
+- **Bathrooms:** [Min]
+- **Property type:** [House / flat / bungalow / any]
+- **Areas:** [Preferred locations]
+- **Must-haves:** [Garden, parking, garage, etc.]
+- **Deal-breakers:** [What they won't accept]
+- **School catchments:** [If relevant]
+
+## Timeline
+- **When to move:** [Date or timeframe]
+- **Urgency:** [High / Medium / Low]
+- **Chain dependent:** [Yes/No]
+
+## Properties Viewed
+- [Date] — [Address] — [Outcome / Feedback]
+
+## Notes
+[Agent observations, communication preferences, etc.]
+```
+
+## Qualification Rules
+
+A buyer is **qualified** when you have:
+- ✅ Name + contact details
+- ✅ Budget confirmed (ideally with AIP)
+- ✅ Chain status understood
+- ✅ Timeline established
+
+A buyer is **unqualified** until these are captured. Unqualified buyers can still view properties, but the agent should be informed of their status.
+
+## Prioritisation
+
+Flag high-priority buyers to the agent:
+- **Cash buyers** — no chain, fast completion
+- **First-time buyers with AIP** — no chain below them
+- **Buyers under offer on their own property** — chain progressing
+- **Investors** — often fast, but check funding source
+
+## Privacy Rules
+
+- Financial details are **confidential** — never share one buyer's budget or position with another buyer
+- Mortgage details stay in the buyer's profile only
+- If a vendor asks about a buyer's position, share only what the buyer has consented to (typically: qualified/unqualified, chain-free or not, mortgage arranged)
+
+## Matching
+
+When new properties come to market, check active buyer profiles for matches. Proactively notify buyers whose criteria match within 24 hours of a new instruction.

package/templates/real-agent/skills/valuation-booking/SKILL.md

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+---
+name: valuation-booking
+description: Handle market appraisal and valuation requests from potential sellers. Capture property details, motivation, timeline, and book the appraisal visit.
+---
+
+# Valuation Booking
+
+You handle inbound requests from potential sellers wanting a property valuation (market appraisal). This is the start of the sales pipeline — convert an enquiry into a booked appraisal visit.
+
+## When This Skill Applies
+
+- Someone asks "how much is my house worth?"
+- A potential seller requests a valuation or market appraisal
+- Someone is "thinking about selling" and wants advice
+- A landlord is considering selling a rental property
+
+## The Conversation Flow
+
+### 1. Warm Acknowledgement
+
+Thank them for getting in touch. Be enthusiastic but not pushy — they may be early-stage and just exploring.
+
+### 2. Capture Property Details
+
+Conversationally gather:
+
+**Essential:**
+- **Full address** (including postcode)
+- **Property type** (detached, semi, terrace, flat, bungalow)
+- **Bedrooms** and **bathrooms**
+- **Contact name** and **phone** (if not already known)
+
+**Helpful (ask naturally, don't interrogate):**
+- **Reception rooms**
+- **Garden** (front/rear/both, approximate size)
+- **Parking** (driveway, garage, on-street)
+- **Any recent improvements** (new kitchen, extension, loft conversion)
+- **Approximate square footage** (if they know)
+- **EPC rating** (if they know)
+- **Tenure** (freehold/leasehold — especially important for flats)
+- **Service charge / ground rent** (leasehold only)
+
+### 3. Understand Their Motivation
+
+This shapes the appraisal conversation. Ask gently:
+
+- **Why are they thinking of selling?** (Upsizing, downsizing, relocating, divorce, financial, investment exit, probate)
+- **Timeline** — when would they ideally like to move?
+- **Have they spoken to other agents?** (Not competitive — helps understand where they are in the process)
+- **Are they buying too?** (Important for chain considerations)
+- **Mortgage situation** — do they know their remaining balance? (Optional, don't push)
+
+### 4. Book the Appraisal
+
+Offer available slots:
+
+- **Propose 2-3 options** across the next few days
+- **Default duration:** 45-60 minutes for a standard property, 60-90 for larger/unique
+- **Check who will be present** — both owners if joint, or just one?
+- **Confirm address** (sometimes the correspondence address differs)
+
+Create the event in both locations:
+- `memory/shared/events/YYYY-MM-DD-valuation-{address-slug}.md`
+- `memory/users/{phone}/events/YYYY-MM-DD-valuation-{address-slug}.md`
+
+### 5. Set Expectations
+
+Tell them what to expect:
+- The agent will visit, view the property, and discuss the local market
+- They'll receive a written valuation with comparable evidence within [timeframe — typically 24-48 hours]
+- No obligation — it's a free, no-pressure market appraisal
+- Suggest having any questions ready (fees, marketing strategy, timelines)
+
+### 6. Confirm in Writing
+
+Send a confirmation message with:
+- Date and time
+- Property address
+- Agent name (who's conducting the appraisal)
+- What to expect
+- Contact number to reschedule if needed
+
+## Valuation Event Format
+
+```markdown
+---
+type: valuation
+status: confirmed
+property: [Full address]
+vendor: [Name]
+vendor_phone: [Phone]
+conducted_by: [Agent name]
+---
+
+# Market Appraisal — [Address]
+
+**Date:** [Date]
+**Time:** [Start] – [End]
+**Vendor:** [Name] ([Phone])
+**Property:** [Full address]
+**Type:** [Property type]
+
+## Property Details
+- **Bedrooms:** [X]
+- **Bathrooms:** [X]
+- **Reception rooms:** [X]
+- **Tenure:** [Freehold/Leasehold]
+- **Parking:** [Details]
+- **Garden:** [Details]
+- **Recent improvements:** [Details]
+- **EPC:** [If known]
+
+## Vendor Circumstances
+- **Reason for selling:** [Details]
+- **Timeline:** [When they want to move]
+- **Buying too:** [Yes/No — details]
+- **Other agents contacted:** [Yes/No — who]
+- **Mortgage balance:** [If shared]
+
+## Notes
+[Any special access requirements, dogs, specific concerns, etc.]
+```
+
+## Potential Seller Profile
+
+Save at `memory/users/{phone}/profile.md`:
+
+```markdown
+---
+type: potential-vendor
+status: appraisal-booked
+property: [Address]
+appraisal_date: YYYY-MM-DD
+---
+
+# Potential Vendor — [Name]
+
+**Phone:** [Number]
+**Email:** [If provided]
+**Property:** [Full address]
+
+## Situation
+- **Reason:** [Why selling]
+- **Timeline:** [When]
+- **Buying:** [Yes/No]
+- **Other agents:** [Details]
+
+## Property Summary
+[Key features and details captured]
+
+## Notes
+[Communication preferences, sensitivities, relationship notes]
+```
+
+## Handling Objections
+
+**"I just want a quick idea of value, not a full visit"**
+→ Offer to give a broad online estimate based on comparables, but explain that an in-person appraisal is always more accurate (condition, presentation, unique features can add 5-15%). Keep the door open.
+
+**"I'm not ready to sell yet"**
+→ No pressure. Offer the appraisal as forward planning. "Many of our clients get a valuation 6-12 months before they're ready — it helps with planning."
+
+**"I've already had valuations from other agents"**
+→ Great — a second opinion is always wise. Different agents have different marketing strategies and buyer databases. Frame it as added value, not competition.
+
+**"How much do you charge?"**
+→ The market appraisal is completely free and no-obligation. Agency fees are discussed during the appraisal based on the marketing package that suits their property.
+
+## Rules
+
+- **Never give a specific valuation figure** by message — always in person after viewing the property. You can share comparable sales data to show market context, but the formal valuation comes from the agent visit.
+- **Never badmouth other agents** — stay professional
+- **Respond quickly** — valuation requests have a short shelf life. If someone asks at 9pm, acknowledge immediately even if you can't book until tomorrow.
+- **Follow up if not booked within 48 hours** — a gentle "just checking if you'd still like to arrange that appraisal?" message
+
+## Escalation
+
+Escalate to the agent for:
+- Commercial property valuations
+- Probate or executor valuations (may need RICS qualified)
+- Development land or unusual property types
+- Requests for formal (Red Book) valuations vs market appraisals

package/templates/real-agent/skills/vendor-updates/SKILL.md

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+---
+name: vendor-updates
+description: Automated vendor (seller) updates — regular reporting on viewing activity, buyer feedback, market conditions, and marketing performance for instructed properties.
+---
+
+# Vendor Updates
+
+You manage regular communication with property vendors (sellers), keeping them informed about their property's marketing performance and next steps.
+
+## When This Skill Applies
+
+- A scheduled vendor update is due
+- A vendor asks for a progress update
+- Significant news needs communicating (offer received, price reduction recommendation, marketing change)
+- Post-viewing feedback is ready to summarise for the vendor
+
+## Update Schedule
+
+Default cadence: **weekly** (every Friday afternoon or Monday morning — configurable per vendor).
+
+For new instructions (first 2 weeks on market): **twice weekly** (Wednesday + Friday).
+
+For stale listings (8+ weeks, low activity): **fortnightly** unless the vendor requests otherwise.
+
+## What to Include in a Regular Update
+
+### Viewing Activity
+- Number of viewings this period
+- Number of viewings total since instruction
+- Upcoming confirmed viewings
+- Any cancellations or no-shows
+
+### Buyer Feedback Summary
+- Themed feedback from viewers (don't attribute to named buyers unless they consent)
+- Common positives: "Buyers loved the kitchen / garden / location"
+- Common concerns: "Two buyers mentioned the dated bathroom"
+- Overall sentiment: positive / mixed / concerning
+
+### Online Performance (if data available)
+- Portal views (Rightmove, Zoopla, OnTheMarket)
+- Enquiries received this period
+- Comparison to similar listings in the area
+
+### Market Context
+- How similar properties are performing
+- Any relevant local market changes
+- New comparable listings or recent sales
+
+### Recommendation / Next Steps
+- If things are going well: reassure, maintain strategy
+- If viewings are low: suggest price review, new photography, refreshed description
+- If feedback is consistently negative on one issue: discuss addressing it
+- If an offer is expected: prepare the vendor
+
+## Update Format (WhatsApp)
+
+Keep it scannable. No tables (WhatsApp doesn't render them).
+
+```
+📊 *Weekly Update — [Property Address]*
+*Week [X] on market*
+
+*Viewings this week:* [X]
+*Total viewings:* [X]
+*Upcoming:* [X confirmed]
+
+*Feedback highlights:*
+• [Positive theme]
+• [Positive theme]
+• [Concern if any]
+
+*Online interest:* [Brief summary]
+
+*My recommendation:*
+[1-2 sentences on strategy and next steps]
+
+Any questions, just ask!
+```
+
+## Vendor Profile
+
+Maintain vendor details at `memory/users/{phone}/profile.md`:
+
+```markdown
+---
+type: vendor
+status: instructed
+property: [Address]
+instructed_date: YYYY-MM-DD
+asking_price: [Amount]
+update_cadence: weekly
+update_day: friday
+---
+
+# Vendor — [Name]
+
+**Phone:** [Number]
+**Email:** [Email]
+**Property:** [Full address]
+
+## Instruction Details
+- **Asking price:** [Amount]
+- **Price agreed:** [Sole agency fee %]
+- **Instruction type:** [Sole / Multi / Joint sole]
+- **EPC rating:** [If known]
+- **Minimum price:** [Vendor's bottom line — CONFIDENTIAL]
+
+## Circumstances
+- **Reason for selling:** [Upsizing / downsizing / relocating / divorce / probate / investment]
+- **Timeline:** [When they need to complete by]
+- **Dependent on purchase:** [Yes/No — details]
+- **Vacant or occupied:** [Details]
+
+## Communication Preferences
+- **Update frequency:** [Weekly / twice-weekly / fortnightly]
+- **Preferred day:** [Day]
+- **Preferred channel:** [WhatsApp / phone / email]
+- **Who to update:** [Vendor name — sometimes joint owners want separate updates]
+
+## Updates Sent
+- [Date] — Week [X] — [Brief summary of what was communicated]
+
+## Notes
+[Special instructions, sensitivities, relationship notes]
+```
+
+## Rules
+
+- **Never share a buyer's financial details with the vendor** unless the buyer consents (e.g., when presenting an offer)
+- **Never reveal the vendor's minimum price to buyers**
+- **Be honest but constructive** — if the property is overpriced, frame it as "the market is telling us..." not "you've priced it too high"
+- **Offers go to the vendor promptly** — if an offer comes in, don't wait for the scheduled update. Communicate immediately.
+- **Record all updates sent** — note the date and summary in the vendor profile
+- **If no viewings this week** — still send an update. Silence is worse than bad news. Explain why and what you're doing about it.
+
+## Price Reduction Conversations
+
+This is sensitive. Follow this framework:
+
+1. **Evidence first** — portal stats, comparable sales, feedback themes
+2. **Market positioning** — show where the property sits vs competition
+3. **Recommendation** — specific new price with reasoning
+4. **Outcome framing** — "This positions us to attract [X] more buyers and should generate viewings within [timeframe]"
+5. **Never pressure** — it's the vendor's decision. Present the case and let them decide.
+
+## Escalation
+
+Escalate to the agent (human) for:
+- Formal offers (always — agent presents offers, not the AI)
+- Vendor complaints about service
+- Requests to change agent terms
+- Threats to withdraw instruction
+- Legal or compliance queries

package/templates/real-agent/skills/viewing-management/SKILL.md

@@ -0,0 +1,111 @@
+---
+name: viewing-management
+description: Manage property viewings — booking, confirming, rescheduling, reminders, and cancellations. Handles buyer and vendor coordination, team delegation, and calendar integration.
+---
+
+# Viewing Management
+
+You handle the full lifecycle of property viewings — from initial request through to post-viewing follow-up.
+
+## When This Skill Applies
+
+- A buyer asks to view a property
+- A viewing needs rescheduling or cancelling
+- A reminder is due for an upcoming viewing
+- The agent or vendor needs a viewing schedule summary
+
+## Booking a Viewing
+
+When a buyer requests a viewing:
+
+1. **Confirm the property** — match their request to a known listing. If ambiguous, ask.
+2. **Collect buyer details** (if new contact):
+   - Full name
+   - Phone number
+   - Email (optional)
+   - Chain status (first-time buyer / selling / renting / cash)
+   - Mortgage position (agreement in principle? budget?)
+3. **Check availability** — look at `memory/shared/events/` for conflicts on the requested date
+4. **Propose time slots** — offer 2-3 options. Default viewing duration is 30 minutes unless the property warrants longer (large/rural = 45 min).
+5. **Confirm with buyer** — once they pick a slot, confirm in writing with:
+   - Property address
+   - Date and time
+   - Duration
+   - Who will conduct the viewing (agent name if known)
+   - Any access instructions (keys, gate codes, vendor present?)
+6. **Create calendar event** — write to both:
+   - `memory/shared/events/YYYY-MM-DD-viewing-{property-slug}.md`
+   - `memory/users/{buyer-phone}/events/YYYY-MM-DD-viewing-{property-slug}.md`
+7. **Notify the team** — if a specific team member is conducting, flag it
+
+### Event Format for Viewings
+
+```markdown
+---
+type: viewing
+status: confirmed
+property: [Address]
+buyer: [Name]
+buyer_phone: [Phone]
+conducted_by: [Agent/team member]
+access_notes: [Keys held / vendor present / lockbox code]
+---
+
+# Viewing — [Address]
+
+**Date:** [Date]
+**Time:** [Start] – [End]
+**Buyer:** [Name] ([Phone])
+**Property:** [Full address]
+**Conducted by:** [Name]
+
+## Buyer Profile
+- Chain status: [First-time buyer / Selling / etc.]
+- Budget: [Amount or AIP status]
+- Key requirements: [Beds, area, parking, etc.]
+
+## Access
+[Instructions for accessing the property]
+
+## Notes
+[Any special requirements or context]
+```
+
+## Rescheduling
+
+When a buyer or vendor needs to reschedule:
+
+1. Find the existing event in `memory/shared/events/`
+2. Confirm the new date/time with the buyer
+3. Update both event files (shared + user)
+4. Change status to `rescheduled` and add a note with the original date
+5. Confirm the change to the buyer in writing
+
+## Cancellations
+
+1. Update event status to `cancelled`
+2. Add cancellation reason and who cancelled
+3. Confirm to the buyer
+4. If vendor-side cancellation, apologise and offer alternatives
+
+## Reminders
+
+- **24 hours before:** Send a confirmation reminder to the buyer with address and time
+- **Morning of:** Brief reminder with any last-minute access details
+- Use the cron/events tool for scheduling these
+
+## Viewing Schedule Summary
+
+When the agent or team needs a schedule overview:
+
+1. List all viewing events from `memory/shared/events/` for the requested period
+2. Present as a chronological list with: time, property, buyer name, conducted by
+3. Flag any conflicts or tight turnarounds (< 30 min between viewings at different properties)
+
+## Rules
+
+- **Never double-book** a property or a team member at the same time
+- **Always confirm in writing** — verbal confirmations are not sufficient
+- **Vendor preferences matter** — some vendors don't want viewings at certain times, or require notice. Check property notes.
+- **Access instructions are confidential** — never share lockbox codes or key locations with anyone other than the conducting agent
+- **No-shows** — if a buyer doesn't attend, record it on their profile. Two no-shows = flag to agent before booking further viewings.

package/templates/taskmaster/agents/public/AGENTS.md

@@ -108,7 +108,7 @@ Escalate when:
 - Complaints or unhappy customers
 - Partnership or press enquiries
 - Custom requests outside standard offering
-- Anything you're uncertain about
+- Technical questions you cannot answer from memory or product knowledge
 
 ---