Crisis and care

Before any reply is written, every message is read for real distress. When it is found, everything that sells is switched off for that conversation: the price, the link, the resource, the booking. DOMS may still answer, plainly and kindly. It cannot pitch, and no later message in that conversation turns selling back on by itself.

You are alerted by text message at any hour. Quiet hours do not apply. The conversation shows A care alert is waiting for you above the composer, the thread wears the Care hold badge, and the person counts as your move until you look.