diff --git a/bin/docfast-support b/bin/docfast-support
index 65ed1a9..8560559 100755
--- a/bin/docfast-support
+++ b/bin/docfast-support
@@ -123,12 +123,14 @@ async function cmdReply(args) {
     process.exit(1);
   }
 
-  // FreeScout body field is HTML — convert plain text newlines to <br> tags
-  const htmlBody = message.replace(/\n/g, '<br>\n');
+  // FreeScout API text field: convert plain text to HTML so emails render with line breaks
+  const htmlText = message
+    .split(/\n{2,}/)
+    .map(para => `<p>${para.replace(/\n/g, '<br>')}</p>`)
+    .join('');
   const body = {
     type: draft ? 'note' : 'message',
-    text: message,
-    body: htmlBody,
+    text: htmlText,
     user: 6,
     status: status || (draft ? undefined : 'active'),
   };
diff --git a/skills/business/SKILL.md b/skills/business/SKILL.md
index 8faae00..084164e 100644
--- a/skills/business/SKILL.md
+++ b/skills/business/SKILL.md
@@ -129,15 +129,13 @@ The support agent should:
 5. Log all interactions in `projects/business/memory/support-log.md`
 
 **Email formatting rules (MANDATORY):**
-- FreeScout sends plain text, NOT HTML. Markdown does NOT render.
-- NEVER use `**bold**`, `*italic*`, `[links](url)`, or any markdown in replies.
-- Use CAPS for emphasis (e.g., "WHAT HAPPENED" not "**What happened**").
-- Use plain URLs (e.g., "Visit https://docfast.dev" not "[DocFast](https://docfast.dev)").
+- The CLI auto-converts plain text to HTML (newlines become paragraphs/line breaks).
+- Write replies as plain text with blank lines between paragraphs — the tool handles the rest.
+- You CAN use light HTML for emphasis: `<b>bold</b>`, `<ul><li>` lists, `<a href="">` links.
+- NEVER use markdown (`**bold**`, `- bullets`, `[links](url)`) — it will NOT render.
 - USE LINE BREAKS BETWEEN PARAGRAPHS AND SECTIONS. Never send a wall of text.
-- Each section/topic gets its own paragraph with a blank line before it.
-- Use short paragraphs (2-3 sentences max per block).
-- Use dashes or plain text lists for structure, not markdown bullets.
-- Keep it clean and readable as raw plain text — imagine reading it on a phone.
+- Short paragraphs (2-3 sentences max per block).
+- Keep it clean and readable — imagine reading it on a phone.
 
 Never let support tickets go unanswered. Response time matters for customer trust.