A de-escalation playbook, not a tool

Empathetic Support is a pure behavior skill (SKILL.md + reference notes). When a message carries frustration or a complaint, the agent follows a short Listen, Empathize, Own, Resolve, Close flow, avoids defensive language, and escalates to a human when a monetary or legal decision is needed. It performs no actions itself; sensitive steps stay with authorized tools.

What you can ask

Complaint de-escalationEmpathetic toneFrustrated customer handling

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