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Fix email formatting: send HTML via text field, allow light HTML in support replies

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Hoid 2026-02-17 22:29:18 +00:00
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14
skills/business/SKILL.md
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@ -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.