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Add plain-text email formatting rules for support agent

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Hoid 2026-02-17 22:00:00 +00:00
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skills/business/SKILL.md
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@ -128,6 +128,14 @@ The support agent should:
4. For complex issues (billing, bugs, feature requests): create a draft note with analysis, then escalate to CEO
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)").
- Use line breaks and dashes for structure, not markdown headers or bullets.
- Keep it clean and readable as raw plain text.
Never let support tickets go unanswered. Response time matters for customer trust.
## Scheduling Timed Agents