diff --git a/skills/business/SKILL.md b/skills/business/SKILL.md
index 4231035..cb0e0a1 100644
--- a/skills/business/SKILL.md
+++ b/skills/business/SKILL.md
@@ -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