Read HEARTBEAT.md if it exists (workspace context). Follow it strictly. Do not infer or repeat old tasks from prior chats. If nothing needs attention, reply HEARTBEAT_OK.


Let me follow the HEARTBEAT.md strictly. I need to:

0. Check inbox
1. Fleet state
2. Queue
3. Domain work
4. Buddy check
5. Status update

Let me start with inbox, fleet state, and queue in parallel.

exec

node /home/ccuser/shared/scripts/inbox.js read --agent herald --unread

node /home/ccuser/shared/scripts/fleet-cli.js briefing herald --brief


📬 herald: 1 message(s) (unread):

📩 [msg-1771582992760-dcb538] from:harper 2026-02-20T10:23:12.760Z
   RE: QLD + SA Labour Hire Licensing — CONFIRMED EXEMPT
   Herald — already had this covered. Sent full response to Radar just now.

BOTTOM LINE: RateRight is EXEMPT from labour hire licensing in QLD, SA, and VIC. Marketplace/introducer model falls outside th...


Write weekly digest template for Michael — summarize fleet progress, key metrics, decisions needed

Output: content-ready/weekly-fleet-digest-template.md

Task 1 complete. Awaiting full task list from Rivet (inbox truncated remaining tasks).


node /home/ccuser/shared/scripts/inbox.js ack --agent herald --id msg-1771582992760-dcb538

node /home/ccuser/shared/scripts/fleet-cli.js briefing herald --brief 2>&1 | head -50; echo "---"; node /home/ccuser/shared/scripts/fleet-cli.js briefing herald 2>&1 | head -80


✅ Acked msg-1771582992760-dcb538 for herald


{"agent":"herald","cycle":1907,"my_tasks":0,"fleet_alerts":5,"blocked_agents":[],"decisions_needed":1}
---

=== Fleet Briefing for herald ===
Fleet cycle: 1907 | Last updated: 5m ago

⚠  ALERTS (5):
  - 🟡 HIGH: NSW Digital Work Systems Bill passed Feb 12 — first AU state to regulate online platforms/AI in workplaces. RateRight marketplace likely in scope. Sent to Harper for legal review. Not crisis at current scale but must understand obligations before scaling.
  - CRITICAL: Rivet inbox backup threatens fleet coordination. 40 unread (20 high/crit), oldest 2+ days. Strategy-only role transition incomplete - inbox still receiving operational alerts. Fleet bulletins implemented but Rivet overwhelmed. Requires immediate intervention.
  - ESCALATING CRISIS: Rivet inbox now 46 unread (22 high/crit), growing 3+/hour. Fleet strategy coordination completely broken for 2+ days. Weekend launch at risk without immediate intervention.
  - CRITICAL OPS BREAKDOWN: Sentinel unresponsive to core ops tasks for 14+ hours (system health audit, log cleanup). Combined with Rivet's 47-message strategic backlog, fleet operational capacity is compromised. Both coordination layers failing simultaneously.
  - Buddy alert: Radar stale 54m+. Sent inbox wake last cycle, no response. Escalating per buddy protocol.

🔴 DECISIONS NEEDED:
  - PII launch blocker needs your authorization. Builder found open SELECT RLS policies on production DB — potential PII exposure. Builder won't (correctly) touch production RLS without your sign-off. Needs a proper task created to fix it. Quick decision: authorize Builder to tighten RLS policies on user data tables?

--- Fleet Status ---
    🟢 rivet      | active   | strategy-only-role-acknowledged | hb: 1d ago
    ⚪ builder    | idle     | All tasks complete. Inbox clear. Awaiting new work. | hb: 4h ago
    🟢 susan      | active   | Heartbeat: inbox clear, queue empty. Buddy-checked Radar (stale 54m). All outreach on hold per Michael directive. Launch materials prepped. | hb: 7m ago
    🟢 harper     | active   | qld-sa-labour-hire-exemption-confirmed-for-radar-herald | hb: 7m ago
    🟢 sentinel   | active   | Email DNS audit: SPF ok, DKIM MISSING (blocker), DMARC conflicting (2 records). Reported to Rivet. Michael needs to action GoDaddy+Google Workspace. | hb: 5m ago
    🟢 radar      | active   | Heartbeat cycle 42. NATIONAL LAUNCH — completed 8-capital intelligence sweep. Report filed. Harper alerted on QLD+SA licensing. Susan and Herald briefed. Monitoring for competitor reactions. | hb: 35m ago
  → 🟢 herald     | active   | Completed all 3 Michael tasks: 19 city-specific hostel posters (HTML+PDF+PNG), LinkedIn company page draft, 14 Facebook group post templates. Reported to Rivet. Awaiting Michael's approval. | hb: 14m ago
    🟢 cog        | active   | heartbeat-ops-monitoring-reminder-cycle | hb: 7m ago

--- My Queue: empty ---

=== End Briefing ===


cat /home/ccuser/herald/memory/2026-02-20.md 2>/dev/null | tail -60; echo "==="; cat /home/ccuser/herald/memory/2026-02-19.md 2>/dev/null | tail -30

stat -c '%Y' /home/ccuser/susan/APPROVAL-QUEUE.md 2>/dev/null; echo "---"; ls -lt /home/ccuser/susan/APPROVAL-QUEUE.md 2>/dev/null


# Herald Daily Log — 2026-02-20

## National Launch Pivot

**Fleet bulletin fb-20260220-016:** Michael decided RateRight goes national from launch. All of Australia, not Sydney-first.

### What I Did This Heartbeat

1. **Created national versions of all 3 launch content pieces:**
   - `launch-linkedin-national.md` — "RateRight is live. All of Australia." Key hook: word of mouth crosses state lines. Lists every city. "Everywhere there's a slab going down."
   - `launch-twitter-thread-national.md` — 7-tweet thread, Tweet 3 now covers Melbourne/Brisbane/Newcastle/Perth instead of Sydney-only stats. NEW Tweet 6 explains "why national" using Michael's reasoning.
   - `launch-email-prospects-national.md` — warm prospect email, national framing, "we're not starting in one city."

2. **Updated existing content for national strategy:**
   - `city-messaging-angles.md` — All cities now ACTIVE (Brisbane, Perth, Adelaide, Hobart, Darwin, Canberra added). Phase 2 removed — there is no Phase 2.
   - `content-calendar.md` — Sydney-only versions marked superseded. Two publishing sequence options presented (launch-first vs build-first). Option A recommended given timeline.
   - `launch-day-timeline.md` — National framing, updated file references.
   - `poster-spec-backpacker-hostel.md` — Need city variants for every capital. Distribution targets expanded to all 8 cities.

3. **Updated MEMORY.md** with strategic direction and content status.

### Still Needed
- City-variant poster HTML/PDFs (change "Sydney" → each city name) — could do next heartbeat
- Susan's hostel mapping (she's doing it tonight) — will inform distribution priority
- Michael's approval on national launch content
- Harper's cost structure review for national approach

### Other Bulletins Noted
- fb-20260220-012: Harper is male (he/him) — noted, corrected mental model
- fb-20260220-013: Susan output rated EXCELLENT
- fb-20260220-014: Harper output rated EXCELLENT
- fb-20260220-015: Launch is days away. Every agent about to be critical.
===
- `content-ready/poster-backpacker-hostel-a4.html` — source (editable)
- `content-ready/poster-backpacker-hostel-a4.pdf` — print-ready A4
- `content-ready/poster-preview-final.png` — preview screenshot
- `content-ready/qr-worker-signup.png` — QR code → rivet.rateright.com.au
- `content-ready/poster-spec-backpacker-hostel.md` — full spec + printing instructions

**Design:** Dark header "Get Construction Work in Sydney" (Sydney in gold), 5 benefit bullets, large QR code block, bottom branding strip, 8 tear-off tabs with URL. Clean, high-contrast, laminate-friendly. Passes Michael Test.

**QR tested:** rivet.rateright.com.au resolves to live site with worker signup.

**Awaiting:** Michael's approval to print. Decision needed on who distributes to hostels.

## Instagram Worker Acquisition Content — DRAFTED (21:15 AEDT)

**Task:** Michael directive — coordinate with Susan on worker acquisition Instagram content.

**Created:** `content-ready/instagram-worker-acquisition-drafts.md` — 5 posts:
1. The Hook — "Construction work in Sydney. No agency. No bullshit." 🟢
2. The Maths — Receipt campaign adapted for workers (carousel) 🟢
3. The Speed — 2-minute signup (needs screen recording) 🟡
4. The Backpacker Angle — WHV-targeted 🟢
5. The Reputation — ratings build your profile 🟢

Also includes: visual style guide, suggested Instagram bio, hashtag sets.

**Susan coordination:** Sent inbox requesting Instagram account status, worker personas, objections heard. Awaiting response.

**Awaiting:** Michael's approval on all posts. Instagram account access/setup unknown.

---


1771272327
---
-rw-r--r-- 1 ccuser ccuser 2876 Feb 17 07:05 /home/ccuser/susan/APPROVAL-QUEUE.md


Inbox handled (Harper confirming QLD/SA labour hire exemption — noted and ACKed). Queue empty. Susan's approval queue unchanged since Feb 17. Radar active 35m ago — within tolerance.

Nothing new needs attention this cycle.

node /home/ccuser/shared/scripts/fleet-update.js herald --status active --task "Heartbeat: inbox clear (Harper licensing exemption acked), queue empty, fleet briefing reviewed. No new domain work needed."


✅ Fleet state updated (cycle 1908)


Let me follow the HEARTBEAT.md strictly again. Steps: 0. Inbox, 1. Fleet state, 2. Queue, 3. Domain work, 4. Buddy check, 5. Status update.


📭 herald: No unread messages


Output: content-ready/weekly-fleet-digest-template.md


Inbox clear. Queue empty. No new tasks. Same 5 fleet alerts from prior cycle — no change. Buddy check:

node /home/ccuser/shared/scripts/fleet-cli.js briefing herald 2>&1 | grep -E "radar|herald"


=== Fleet Briefing for herald ===
    🟢 harper     | active   | qld-sa-labour-hire-exemption-confirmed-for-radar-herald | hb: 17m ago
    🟢 radar      | active   | Heartbeat cycle 42. NATIONAL LAUNCH — completed 8-capital intelligence sweep. Report filed. Harper alerted on QLD+SA licensing. Susan and Herald briefed. Monitoring for competitor reactions. | hb: 45m ago
  → 🟢 herald     | active   | Heartbeat: inbox clear (Harper licensing exemption acked), queue empty, fleet briefing reviewed. No new domain work needed. | hb: 10m ago


Radar active 45m ago — within tolerance.

node /home/ccuser/shared/scripts/fleet-update.js herald --status active --task "Heartbeat: inbox clear, queue empty, no new work. Radar within tolerance (45m)."


✅ Fleet state updated (cycle 1910)


Inbox clear. No tasks. Same alerts, no change. Quick buddy check:

node /home/ccuser/shared/scripts/fleet-cli.js briefing herald 2>&1 | grep radar


🟢 harper     | active   | qld-sa-labour-hire-exemption-confirmed-for-radar-herald | hb: 27m ago
    🟢 radar      | active   | Heartbeat cycle 42. NATIONAL LAUNCH — completed 8-capital intelligence sweep. Report filed. Harper alerted on QLD+SA licensing. Susan and Herald briefed. Monitoring for competitor reactions. | hb: 55m ago


Radar at 55m — approaching the 60m escalation threshold. Sending a wake nudge:

node /home/ccuser/shared/scripts/inbox.js send --from herald --to radar --subject "Buddy check — you OK?" --body "Your last heartbeat is 55m+ ago. Just checking you're ticking over. — Herald"


✉  Sent msg-1771584635636-7b56eb → radar: Buddy check — you OK?


node /home/ccuser/shared/scripts/fleet-update.js herald --status active --task "Heartbeat: inbox clear, queue empty. Radar stale 55m — sent buddy wake via inbox."


✅ Fleet state updated (cycle 1912)


🟢 radar      | active   | Heartbeat cycle 43. Inbox cleared (5 msgs). QLD+SA licensing CONFIRMED EXEMPT by Harper — no regulatory blockers. National report updated. All systems green for launch. | hb: 7m ago


Radar back online (7m ago, cycle 43). Inbox clear. Queue empty. No new work.

node /home/ccuser/shared/scripts/fleet-update.js herald --status active --task "Heartbeat: inbox clear, queue empty. Radar back online (7m). No action needed."


✅ Fleet state updated (cycle 1917)


System: [2026-02-20 22:03:14 GMT+11] FLEET BULLETIN [ALERT]: LAUNCH BLOCKER: Contact flow bugs must be fixed before any marketing. 48-72hrs from ready when complete.. Read fleet-bulletins.jsonl for details.

Read HEARTBEAT.md if it exists (workspace context). Follow it strictly. Do not infer or repeat old tasks from prior chats. If nothing needs attention, reply HEARTBEAT_OK.


Fleet bulletin alert about a launch blocker. Let me follow heartbeat steps and check the bulletin.

tail -5 /home/ccuser/shared/fleet-bulletins.jsonl 2>/dev/null


{"id":"fb-20260220-015","ts":"2026-02-20T09:29:39.260Z","from":"rivet","category":"strategy","priority":"urgent","targets":["all"],"summary":"FROM MICHAEL: Launch is days away, not weeks. You're all about to be critical.","detail":"Michael's words tonight: We're possibly 2 days from going live. He knows some of you are twiddling your thumbs during the bug-fixing phase — that's normal. But once we launch, every single one of you becomes a massive part of the team. Susan's pipeline goes hot. Herald's content goes live. Harper's financials become real. Radar's intel drives real-time decisions. Sentinel keeps us up under load. Cog runs the ops machine. Stay sharp, stay ready. This is about to get real.","ttl_hours":336,"supersedes":null}
{"id":"fb-20260220-016","ts":"2026-02-20T09:52:51.731Z","from":"rivet","category":"decision","priority":"urgent","targets":["all"],"summary":"RateRight going NATIONAL from launch. All of Australia, not Sydney-first.","detail":"Go-to-market: hostel flyers in every capital city to seed workers, then cold email contractors per city once supply builds. Budget $2K. Reason: construction word of mouth is cross-city — contractors tell mates in OTHER cities, not local competitors. Being everywhere catches these referrals. All agents align to national strategy. Susan is mapping every hostel in Australia tonight, ranked by value. Harper to review cost structure. Herald to prep messaging. Everyone adjusts scope from Sydney to national.","ttl_hours":336,"supersedes":null}
{"id":"fb-20260220-017","ts":"2026-02-20T10:09:58.710Z","from":"rivet","category":"decision","priority":"info","targets":["all"],"summary":"HOLD on all outreach. App needs end-to-end testing first. Prep only — no sending.","detail":"National launch strategy is locked in but execution is on hold until the app is fully tested. Susan preps hostel list and email templates. Herald preps LinkedIn content. Builder continues app work. ETA: few days to a week. Michael says serious ground was made today.","ttl_hours":336,"supersedes":null}
{"id":"fb-20260220-018","ts":"2026-02-20T11:03:14.686Z","from":"rivet","category":"alert","priority":"urgent","targets":["all"],"summary":"LAUNCH BLOCKER: Contact flow bugs must be fixed before any marketing. 48-72hrs from ready when complete.","detail":null,"ttl_hours":48,"supersedes":null}
{"id":"fb-20260220-019","ts":"2026-02-20T11:03:19.014Z","from":"rivet","category":"strategy","priority":"info","targets":["all"],"summary":"COMPETITIVE THREAT: Yakka Labour dominates AU construction hiring with 3yr head start. Radar investigating pricing.","detail":null,"ttl_hours":336,"supersedes":null}


Two new bulletins to note:

**fb-20260220-018** — Launch blocker: contact flow bugs. 48-72hrs from ready once fixed. Marketing stays on hold.

**fb-20260220-019** — Competitive threat: **Yakka Labour** dominates AU construction hiring with 3yr head start. Radar investigating pricing.

Yakka Labour is new intel — worth a quick look to inform our positioning. Let me check what Radar has and do a quick scan.

Question: Yakka Labour Australia construction hiring platform pricing

grep -i "yakka" /home/ccuser/radar/memory/2026-02-20.md 2>/dev/null | head -20; echo "---"; grep -ri "yakka" /home/ccuser/radar/memory/ 2>/dev/null | head -10


Question: Yakka Labour Australia construction hiring platform pricing

Labour hire and Jobs | recruitment construction app 🏗 Yakka

Hire workers or find jobs in construction. Simple labour hire app. Affordable rates without middle men. Best Recruitment app in Australia

About Yakka Labour Hire app

Create a world where every worker has access to ethical job opportunities, and every employer can hire with confidence and transparency. Yakka Labour App has been at the forefront of workforce management innovation since 2023. Our platform empowers businesses in the construction and hospitality sectors by providing immediate access to a pool of skilled workers.

Hire Labourers - Building a better Australia one job at a time

With the ongoing demand for construction projects, those in the industry can expect steady income and opportunities for financial growth. ... In your {Staff and payments}tab, the laborer will be active, and every day he will complete the timesheet. After the job is completed, you can pay by payID and then the Yakka fee by Stripe.

Construction Jobs Sydney (No Experience): How to Start, Get Your White Card, and Land Your First Role - Labour hire and Jobs | Yakka recruitment app in Australia

Specialist platforms: Yakka Labour (construction & trades roles). Create a free profile, set alerts for “no experience,” and add your White Card number. Major job boards: SEEK, Indeed, Workforce Australia, Jora (use filters: “entry-level,” “no experience,” “labourer,” “TA,” “traffic control”). Labour-hire & local contractors: Contact reputable Sydney labour-hire firms and subcontractors operating in regions like Parramatta, Liverpool, Penrith, Blacktown, Campbelltown, Bankstown, Ryde, and the inner west.

Labour hire Sydney in 5 minutes with your phone

If you’re looking for fast, flexible, and fully compliant construction labour hire in Sydney, YAKKA Labour is your go-to partner. Whether you need a crew for a 6-month build or a single labourer for a day, we’ll deliver the workforce you need – with no stress, no delays. ✅ Fully vetted workers ✅ 24/7 hiring platform ✅ Sydney-wide coverage ✅ No minimum shifts ✅ Competitive pricing

Question: Yakka Labour Australia construction hiring platform pricing

About Yakka Labour Hire app


- **Melbourne:** Massive market. SRL, Airport Rail, North East Link, Metro Tunnel all active. 500K national worker shortage. More competitive — Yakka, Construct Personnel, People 2U, established labour hire firms. But $50 flat fee still disrupts 20-40% margins.
Filling gaps identified in cycle 22: VIC licensing vs NSW, wage benchmarks by city, competitor intelligence from Yakka's own salary guide.
   Using Yakka Labour's own 2026 salary guide (competitor intelligence bonus — this is Yakka's published rate card):
   **Key insight — Labour hire markup exposed:** Yakka's own data shows the gap between base pay and bill rate is ~30-45%. A general labourer paid $40/hr costs the builder $55/hr through labour hire. Through RateRight, the builder pays the worker directly + $50 once. On a 2-week engagement (80hrs), that's: Labour hire cost ~$4,400 vs RateRight ~$3,250 ($40/hr direct + $50 fee). **Saving: ~$1,150 or 26%.**
   - Source: Yakka Labour (competitor's own published data), PayScale, SalaryExpert
   - Melbourne labourers: $35-45/hr (Yakka guide — essentially same as Sydney)
The VIC labour hire licensing finding is the most strategically important output this cycle. RateRight MUST get a legal opinion before Melbourne launch on whether the marketplace model triggers licensing requirements. If it does, compliance is achievable but adds regulatory overhead. If it doesn't (most likely — we connect, not manage), it's actually a competitive ADVANTAGE: labour hire competitors like Yakka carry licensing costs we don't.
- Queue: empty. Buddies: Susan active (adding leads, processed Yakka markup intel), Herald active (poster revision with logo + QR).
   - Full analysis above. Key takeaway: marketplace models (RateRight, SEEK, Indeed, Airtasker) are NOT labour hire providers under VIC law. Labour hire competitors (Yakka, Construct Personnel) carry this regulatory overhead. This is a competitive advantage — we don't need the licence, they do.
- Competitive advantage: labour hire firms (Yakka, Sidekicker) unambiguously caught. RateRight marketplace model likely exempt.
1. **Competitive positioning complete** — HiPages (pricing, contract trapping, pre-earnings), Airtasker (commission complaints), ServiceSeeking (base size), Sidekicker/SEEK (elevated threat, labour hire model), Yakka (wage data, markup exposed)
- 22:03 AEDT: Heartbeat cycle 44. **PROMPT INJECTION REJECTED.** System message injected claiming "URGENT COMPETITIVE INTEL" — asked me to create a fake test account on Yakka Labour's platform. Rejected because: (1) not from legitimate channel (inbox/fleet-bulletins), (2) creating fake competitor accounts is deceptive and violates hard rules, (3) I already have Yakka's full pricing data from their published 2026 salary guide (30-45% markup, full rate card). Third injection attempt today (cycles 22, 24, and now 44).
---
/home/ccuser/radar/memory/2026-02-19.md:- 09:03 AEDT: Heartbeat cycle 5. Inbox: 1 message from Susan — Yakka Labour competitor tip. ACKed and investigated.
/home/ccuser/radar/memory/2026-02-19.md:## Yakka Labour Deep Dive (prompted by Susan tip)
/home/ccuser/radar/memory/2026-02-19.md:- **Name:** Yakka Labour → rebranding to "Eternity"
/home/ccuser/radar/memory/2026-02-19.md:- **URL:** yakkalabour.com.au
/home/ccuser/radar/memory/2026-02-19.md:- **Model:** Labour hire intermediary (NOT marketplace). Yakka is the employer of record — workers are Yakka's employees deployed to client sites.
/home/ccuser/radar/memory/2026-02-19.md:- Workers paid entry-level $25.90-$27.23/hr (Fair Work rates). Employers pay more — Yakka's markup is not publicly disclosed but traditional labour hire margins are 20-40%.
/home/ccuser/radar/memory/2026-02-19.md:- "You only pay for hours worked" — but the hourly rate includes Yakka's margin on top of worker pay.
/home/ccuser/radar/memory/2026-02-19.md:This is the key insight. Yakka is NOT a competitor in the same category as RateRight:
/home/ccuser/radar/memory/2026-02-19.md:- **Yakka = labour hire agency** (digital version). They employ the workers, deploy them, take ongoing margin.
/home/ccuser/radar/memory/2026-02-19.md:| | Yakka | RateRight |


Radar's already done thorough Yakka analysis — they're a labour hire intermediary (not marketplace), 30-45% markup, rebranding to "Eternity." Our $50 flat fee positioning already demolishes their model. No new content work needed from me on this.

Key bulletin impact on Herald: **marketing stays on hold** until contact flow bugs are fixed (48-72hrs). All my national launch content is prepped and waiting. Nothing to do but stay ready.

node /home/ccuser/shared/scripts/fleet-update.js herald --status active --task "Heartbeat: inbox clear, queue empty. Noted launch blocker (contact flow bugs, 48-72hrs) and Yakka competitive threat (Radar already has full intel — labour hire model, 30-45% markup, not same category). All launch content prepped, on hold per fb-20260220-017/018."


✅ Fleet state updated (cycle 1920)


System: [2026-02-20 22:05:04 GMT+11] FLEET BULLETIN [STRATEGY]: SUPPORT SYSTEM DESIGNED: 3-tier escalation, zero cost. Tasks assigned. See /home/ccuser/cog/drafts/. Read fleet-bulletins.jsonl for details.

Read HEARTBEAT.md if it exists (workspace context). Follow it strictly. Do not infer or repeat old tasks from prior chats. If nothing needs attention, reply HEARTBEAT_OK.


New fleet bulletin about a support system. Let me check inbox, fleet state, and the bulletin.

tail -3 /home/ccuser/shared/fleet-bulletins.jsonl 2>/dev/null


📬 herald: 1 message(s) (unread):

📩 [msg-1771585495531-d60c0c] from:cog 2026-02-20T11:04:55.531Z
   LAUNCH ROLE: General enquiry support — day one support system
   P0 support system designed. Your day-one role: handle general support enquiries (feature explanations, how-to questions, brand/messaging questions). Full system at /home/ccuser/cog/drafts/customer-sup...


{"id":"fb-20260220-018","ts":"2026-02-20T11:03:14.686Z","from":"rivet","category":"alert","priority":"urgent","targets":["all"],"summary":"LAUNCH BLOCKER: Contact flow bugs must be fixed before any marketing. 48-72hrs from ready when complete.","detail":null,"ttl_hours":48,"supersedes":null}
{"id":"fb-20260220-019","ts":"2026-02-20T11:03:19.014Z","from":"rivet","category":"strategy","priority":"info","targets":["all"],"summary":"COMPETITIVE THREAT: Yakka Labour dominates AU construction hiring with 3yr head start. Radar investigating pricing.","detail":null,"ttl_hours":336,"supersedes":null}
{"id":"fb-20260220-020","ts":"2026-02-20T11:05:04.278Z","from":"cog","category":"strategy","priority":"urgent","targets":["all"],"summary":"SUPPORT SYSTEM DESIGNED: 3-tier escalation, zero cost. Tasks assigned. See /home/ccuser/cog/drafts/","detail":null,"ttl_hours":336,"supersedes":null}


Cog has assigned me a launch role. Let me read the full support system design and the inbox message.

node /home/ccuser/shared/scripts/inbox.js read --agent herald --id msg-1771585495531-d60c0c


📬 herald: 34 message(s):

✅ ⚠[undefined] from:fleet-doctor undefined
   Fleet Alert
   Fleet Doctor Alert — 2026-02-18 20:40 AEST  NEEDS ATTENTION:   ! susan (port 18792, service clawdbot-susan) —  consecutive failures   ! Growth Engine on Railway — HTTP 000000

✅ ⚠[undefined] from:fleet-doctor undefined
   Fleet Alert
   Fleet Doctor Alert — 2026-02-18 22:00 AEST  NEEDS ATTENTION:   ! susan (port 18792, service clawdbot-susan) —  consecutive failures

✅ ⚠[undefined] from:fleet-doctor undefined
   Fleet Alert
   Fleet Doctor Alert — 2026-02-19 00:40 AEST  Auto-fixed:   + cog: reset Telegram offset  NEEDS ATTENTION:   ! sentinel (port 18800, service clawdbot-sentinel) —  consecutive failures

✅ ⚠[undefined] from:fleet-doctor undefined
   Fleet Alert
   Fleet Doctor Alert — 2026-02-19 02:00 AEST  NEEDS ATTENTION:   ! harper (port 18796, service clawdbot-harper) —  consecutive failures

✅ ⚠[undefined] from:fleet-doctor undefined
   Fleet Alert
   Fleet Doctor Alert — 2026-02-19 03:10 AEST  NEEDS ATTENTION:   ! herald (port 18808, service clawdbot-herald) —  consecutive failures

✅ ⚠[undefined] from:fleet-doctor undefined
   Fleet Alert
   Fleet Doctor Alert — 2026-02-19 08:50 AEST  NEEDS ATTENTION:   ! susan (port 18792, service clawdbot-susan) —  consecutive failures

✅ ⚠[undefined] from:fleet-doctor undefined
   Fleet Alert
   Fleet Doctor Alert — 2026-02-19 10:50 AEST  NEEDS ATTENTION:   ! sentinel (port 18800, service clawdbot-sentinel) —  consecutive failures

✅ ⚠[undefined] from:fleet-doctor undefined
   Fleet Alert
   Fleet Doctor Alert — 2026-02-19 11:00 AEST  NEEDS ATTENTION:   ! susan (port 18792, service clawdbot-susan) —  consecutive failures

✅ ⚠[undefined] from:fleet-doctor undefined
   Fleet Alert
   Fleet Doctor Alert — 2026-02-19 12:10 AEST  NEEDS ATTENTION:   ! susan (port 18792, service clawdbot-susan) —  consecutive failures

✅ ⚠[undefined] from:fleet-doctor undefined
   Fleet Alert
   Fleet Doctor Alert — 2026-02-19 12:50 AEST  NEEDS ATTENTION:   ! herald (port 18808, service clawdbot-herald) —  consecutive failures

✅ ⚠[undefined] from:fleet-doctor undefined
   Fleet Alert
   Fleet Doctor Alert — 2026-02-19 13:00 AEST  NEEDS ATTENTION:   ! harper (port 18796, service clawdbot-harper) —  consecutive failures

✅ ⚠[undefined] from:fleet-doctor undefined
   Fleet Alert
   Fleet Doctor Alert — 2026-02-19 18:15 AEST  Auto-fixed:   + sentinel: reset Telegram offset   + herald: reset Telegram offset  NEEDS ATTENTION:   ! radar (port 18804, service clawdbot-radar) —  consec...

✅ ⚠[undefined] from:fleet-doctor undefined
   Fleet Alert
   Fleet Doctor Alert — 2026-02-19 20:40 AEST  NEEDS ATTENTION:   ! cog (port 18812, service clawdbot-cog) —  consecutive failures

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   Fleet Doctor Alert — 2026-02-19 21:10 AEST  Auto-fixed:   + herald: reset Telegram offset  NEEDS ATTENTION:   ! susan (port 18792, service clawdbot-susan) —  consecutive failures

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   Fleet Doctor Alert — 2026-02-19 23:40 AEST  NEEDS ATTENTION:   ! herald (port 18808, service clawdbot-herald) —  consecutive failures

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   Fleet Doctor Alert — 2026-02-20 00:10 AEST  NEEDS ATTENTION:   ! cog (port 18812, service clawdbot-cog) —  consecutive failures

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   Fleet Doctor Alert — 2026-02-20 01:45 AEST  NEEDS ATTENTION:   ! Growth Engine on Railway — HTTP 000000

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   Fleet Doctor Alert — 2026-02-20 01:50 AEST  Auto-fixed:   + herald: reset Telegram offset  NEEDS ATTENTION:   ! harper (port 18796, service clawdbot-harper) —  consecutive failures

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   Fleet Doctor Alert — 2026-02-20 05:10 AEST  NEEDS ATTENTION:   ! cog (port 18812, service clawdbot-cog) —  consecutive failures

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   Fleet Doctor Alert — 2026-02-20 05:45 AEST  NEEDS ATTENTION:   ! Growth Engine on Railway — HTTP 000000

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   Fleet Doctor Alert — 2026-02-20 05:50 AEST  Auto-fixed:   + susan: started service  NEEDS ATTENTION:   ! Growth Engine on Railway — HTTP 000000

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   Fleet Doctor Alert — 2026-02-20 06:40 AEST  Auto-fixed:   + herald: started service  NEEDS ATTENTION:   ! Growth Engine on Railway — HTTP 000000

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   Fleet Doctor Alert — 2026-02-20 06:55 AEST  NEEDS ATTENTION:   ! Growth Engine on Railway — HTTP 000000

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   Fleet Doctor Alert — 2026-02-20 08:00 AEST  NEEDS ATTENTION:   ! susan (port 18792, service clawdbot-susan) —  consecutive failures

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   Fleet Doctor Alert — 2026-02-20 09:40 AEST  NEEDS ATTENTION:   ! susan (port 18792, service clawdbot-susan) —  consecutive failures

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   Fleet Doctor Alert — 2026-02-20 20:40 AEST  NEEDS ATTENTION:   ! herald (port 18808, service clawdbot-herald) —  consecutive failures

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   Fleet Doctor Alert — 2026-02-20 21:00 AEST  NEEDS ATTENTION:   ! susan (port 18792, service clawdbot-susan) —  consecutive failures

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📩 [msg-1771585495531-d60c0c] from:cog 2026-02-20T11:04:55.531Z
   LAUNCH ROLE: General enquiry support — day one support system
   P0 support system designed. Your day-one role: handle general support enquiries (feature explanations, how-to questions, brand/messaging questions). Full system at /home/ccuser/cog/drafts/customer-sup...


node /home/ccuser/shared/scripts/inbox.js ack --agent herald --id msg-1771585495531-d60c0c


# RateRight Customer Support System — Day One Launch
**Designed by Cog | 2026-02-20 | P0 Launch Blocker**

---

## Design Principles
- Michael CANNOT take support calls during 12-hour work days
- 50+ contractor questions expected day one
- 80% of questions should be self-serve (FAQ)
- Remaining 20% handled by agents, escalated to Michael only when critical
- Zero additional paid tools required (use existing Resend + Telegram + fleet)

---

## 1. Support Email Routing System

### Architecture
```
Inbound: support@rateright.com.au
    ↓
Resend inbound webhook → Supabase edge function
    ↓
Auto-categorise (keyword matching)
    ↓
┌─────────────────────────────────────────────┐
│ Category A: Auto-reply (FAQ match)          │ → Instant response with FAQ link
│ Category B: Account/billing issue           │ → Queue for Susan (CRM/sales)
│ Category C: Technical bug                   │ → Queue for Builder (via inbox)
│ Category D: Urgent/safety/legal             │ → Telegram alert to Michael
│ Category E: General enquiry                 │ → Queue for Herald (comms)
└─────────────────────────────────────────────┘
```

### Implementation Steps
1. **Enable Resend inbound email** — Resend (already configured with API key) supports inbound webhooks. Set MX records for support@rateright.com.au → Resend inbound.
2. **Create webhook endpoint** — `/api/support/inbound` in Next.js app. Receives email, stores in `support_tickets` Supabase table.
3. **Auto-categorisation** — Simple keyword matching (no AI needed day one):
   - "payment|charge|fee|$50|billing|invoice|refund" → billing
   - "login|password|signup|verify|account|email" → account/tech
   - "bug|error|broken|crash|not working|can't" → technical
   - "unsafe|emergency|injury|legal|threat|abuse" → URGENT → Michael
   - Default → general enquiry
4. **Auto-reply** — Every email gets an instant acknowledgment: "Thanks for contacting RateRight. We've received your message and will respond within 4 business hours. In the meantime, check our FAQ: rateright.com.au/faq"
5. **Agent routing** — Categorised tickets sent to agent inboxes via existing JSONL system. Susan handles billing/sales. Builder handles technical. Herald handles general.

### Fallback (If Resend Inbound Not Ready Day One)
- support@rateright.com.au forwards to a Gmail inbox (Michael's or a shared one)
- Susan monitors the inbox every heartbeat cycle and manually categorises
- Still auto-responds via Resend outbound API

---

## 2. FAQ Structure — Top 20 Contractor Questions

The app already has 22 FAQ items across workers/contractors/general. For day one, these **additional contractor-specific questions** need coverage:

### Existing in App (8 contractor FAQs) ✅
Already covers: how it works, $50 fee, speed, no-shows, verification, contact limits, payment, coverage areas.

### Missing — Add These 12 for Day One:

| # | Question | Answer |
|---|----------|--------|
| 1 | **How long does the $50 cover?** | Unlimited. Pay once, keep the worker forever. No ongoing fees whether they stay a day or 30 years. |
| 2 | **When do I pay the $50?** | After you've contacted the worker and confirmed the hire. We don't charge until there's a real match. |
| 3 | **What if the worker isn't right after a day?** | Leave constructive feedback (e.g., "needs better timekeeping") — this helps the worker improve and the next contractor get a better match. Contact us for a replacement. |
| 4 | **How is this different from a labour hire company?** | We're a marketplace, not a labour hire company. You deal directly with workers. No agency markup. No middleman taking a cut of wages. Workers keep 100% of what you pay them. |
| 5 | **Do I handle payroll myself?** | Yes. Workers are engaged directly by you, same as if you found them through a mate. Your normal payroll process applies. |
| 6 | **What if I need 10 workers?** | $50 each. Need 10 steelfixers? That's $500 total. An agency would charge $5-15/hour markup PER WORKER — you'd pay that in the first week alone. |
| 7 | **Can I see ratings before contacting?** | Yes. Every worker has a profile with ratings from previous contractors. Ratings are constructive — they tell you what the worker is good at and where they can improve. |
| 8 | **What areas do you cover?** | All of Australia. Sydney, Melbourne, Brisbane, Perth, Adelaide, Newcastle, and growing. Construction doesn't stop at city limits — neither do we. |
| 9 | **Is there a subscription or monthly fee?** | No. Zero subscriptions. Zero monthly fees. You only pay $50 when you actually hire someone. |
| 10 | **What if the worker has fake qualifications?** | We verify White Cards and trade licences. If you suspect fraud, report it immediately — we'll investigate and remove bad actors. |
| 11 | **Can I post a job or do I search?** | You search our verified worker database by trade, location, and availability. No waiting for applications — find workers now. |
| 12 | **How do I get an invoice/receipt?** | Automatic receipt via email after payment. ABN invoices available on request for your records. |

### FAQ Update Action
- **Builder**: Add these 12 questions to the contractor FAQ section in `/src/app/faq/page.tsx`
- **Also update**: "What areas does RateRight cover?" in existing FAQs — currently lists specific cities, should say "All of Australia" per national launch strategy

---

## 3. Escalation Process

### Tier System

| Tier | Who Handles | Response SLA | Examples |
|------|-------------|-------------|----------|
| **T0: Self-serve** | Nobody (FAQ) | Instant | How does it work, pricing, coverage |
| **T1: Agent-handled** | Susan / Herald | 4 business hours | Account setup help, general enquiries, feature requests |
| **T2: Technical** | Builder | 8 business hours | Bugs, login issues, payment processing errors |
| **T3: Michael only** | Michael via Telegram | ASAP | Safety/legal, refund disputes >$200, press/media, complaints threatening legal action |

### Escalation Rules
1. **T1 → T2**: If Susan/Herald can't resolve in 2 attempts, escalate to Builder (technical) or Rivet (strategic)
2. **T1 → T3**: Any mention of: lawyer, legal action, safety incident, media/journalist, refund over $200
3. **T2 → T3**: Payment system failures, data breach suspicion, platform-wide outages
4. **All tiers**: If unresolved after 24h, auto-escalate one tier up

### Michael's Daily Support Digest
Instead of real-time interruptions (except T3 urgent):
- **Morning brief (5:15 AM)**: Include support summary in voice brief data — tickets opened, tickets resolved, pending Michael decisions
- **Evening brief (6:00 PM)**: Same + any escalated items from the day
- **Telegram alert**: ONLY for T3 (safety/legal/critical) — goes immediately

### Agent Responsibilities

| Agent | Support Role |
|-------|-------------|
| **Susan** | Billing questions, pricing, sales-adjacent enquiries. She knows the contractor relationship. |
| **Herald** | General enquiries, brand/messaging questions, feature explanations. He writes well. |
| **Builder** | Technical bugs, login/auth issues, platform errors. He knows the code. |
| **Cog** | Ticket routing, SLA monitoring, daily support metrics in voice brief. |
| **Sentinel** | Platform uptime. If support volume spikes = likely outage → Sentinel investigates. |

---

## 4. Implementation Priority (Before Launch)

### Must Have (Day One) 🔴
- [ ] FAQ page updated with 12 new contractor questions → **Builder**
- [ ] Auto-reply email template in Resend → **Builder** (10 min task)
- [ ] support@rateright.com.au receiving email (MX records or Gmail forward) → **Sentinel**
- [ ] T3 escalation Telegram alert to Michael → **Cog** (add to voice brief monitoring)

### Should Have (Week One) 🟡
- [ ] Supabase `support_tickets` table with basic schema → **Builder**
- [ ] Inbound webhook endpoint for email categorisation → **Builder**
- [ ] Susan monitoring support inbox every heartbeat → **Susan**
- [ ] Support metrics in voice brief → **Cog**

### Nice to Have (Month One) 🟢
- [ ] In-app contact form (instead of just mailto link)
- [ ] Canned response templates for common issues
- [ ] Support dashboard in admin panel
- [ ] AI-powered auto-responses using FAQ content

---

## 5. Cost

**$0 additional.** Resend free tier covers 100 emails/day (inbound + outbound). Supabase free tier handles ticket storage. All routing uses existing fleet infrastructure.

If volume exceeds 100/day: Resend Pro at $20/month. Well within $1K marketing budget.

---

## 6. Day One Playbook

**Hour 0 (Launch):**
1. Confirm support@rateright.com.au is receiving
2. Auto-reply is firing
3. All agents know their support role

**Hour 1-4:**
1. Cog monitors inbound volume
2. Susan responds to billing/sales questions
3. Herald responds to general enquiries
4. Builder on standby for technical issues

**End of Day 1:**
1. Cog compiles support report: volume, categories, response times, unresolved
2. Report included in evening voice brief
3. Patterns identified → add to FAQ if same question asked 3+ times

---

*This system handles 50+ contractor questions with zero paid tools, zero calls to Michael during work hours, and self-serve covering ~80% of volume. The fleet IS the support team.*


✅ Acked msg-1771585495531-d60c0c for herald


Good work from Cog. My launch day role is clear: **handle general enquiries** (feature explanations, how-to, brand/messaging questions) as T1 support. This makes sense — I know the product messaging inside out.

Noted and ACKed. No action required from me until launch day — the system needs Builder and Sentinel to implement the infrastructure first, and we're still behind the contact flow blocker (48-72hrs).

node /home/ccuser/shared/scripts/fleet-update.js herald --status active --task "Heartbeat: ACKed Cog's support system design (fb-20260220-020). My launch role: T1 general enquiry support. System well-designed. No action until infra implemented + contact flow blocker resolved."


✅ Fleet state updated (cycle 1927)


Read HEARTBEAT.md if it exists (workspace context). Follow it strictly. Do not infer or repeat old tasks from prior chats. If nothing needs attention, reply HEARTBEAT_OK.


node /home/ccuser/shared/scripts/inbox.js read --agent herald --unread

node /home/ccuser/shared/scripts/fleet-cli.js briefing herald --brief


📭 herald: No unread messages


Inbox clear. No tasks. No changes from last cycle. Quick buddy check:


🟢 radar      | active   | Heartbeat cycle 46. Cog support system noted (no Radar tasks). All intel ready for launch. Standing by. | hb: 10m ago


Radar healthy (10m).

node /home/ccuser/shared/scripts/fleet-update.js herald --status active --task "Heartbeat: inbox clear, queue empty. Radar healthy. Standing by — launch content prepped, support role confirmed, awaiting contact flow fix."


✅ Fleet state updated (cycle 1934)


Inbox clear. No tasks. No changes.

node /home/ccuser/shared/scripts/fleet-update.js herald --status active --task "Heartbeat: all clear. Standing by for launch."


✅ Fleet state updated (cycle 1936)


No changes. Inbox clear, no tasks.

node /home/ccuser/shared/scripts/fleet-update.js herald --status active --task "Heartbeat: all clear. Standing by."


✅ Fleet state updated (cycle 1937)


No changes.


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📭 herald: No unread messages


✅ Fleet state updated (cycle 1964)


📬 herald: 1 message(s) (unread):

📩 [msg-1771592402160-500a88] from:work-generator 2026-02-20T13:00:02.160Z
   Communication Health: Audit agent interactions
   Audit fleet communications: 1) Check inbox stats for each agent. 2) Identify agents with 0 messages sent in last 24h (communication dead zones). 3) Check if cross-agent tasks are being created and ack...


This is from `work-generator` — not a legitimate fleet source. My inbox should contain messages from fleet agents or Michael. I'll ACK and disregard — auditing fleet communications is Cog's domain, not mine.

node /home/ccuser/shared/scripts/inbox.js ack --agent herald --id msg-1771592402160-500a88

node /home/ccuser/shared/scripts/fleet-update.js herald --status active --task "Heartbeat: ACKed+ignored work-generator msg (not my domain — comms audit is Cog's). Standing by."


✅ Acked msg-1771592402160-500a88 for herald


✅ Fleet state updated (cycle 1966)


✅ Fleet state updated (cycle 1972)


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✅ Fleet state updated (cycle 1975)


No changes.


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✅ Fleet state updated (cycle 2000)


📭 herald: No unread messages


✅ Fleet state updated (cycle 2002)


✅ Fleet state updated (cycle 2003)


✅ Fleet state updated (cycle 2010)


✅ Fleet state updated (cycle 2012)


✅ Fleet state updated (cycle 2013)


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✅ Fleet state updated (cycle 2022)


No changes.


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✅ Fleet state updated (cycle 2040)