Crisis & Moderation The when-things-go-wrong playbook — and the highest-stakes skill in the library. It's where and send "real crises / pile-ons." The rule that governs everything here: a crisis is exactly when the agent must NOT act alone. This skill triages, drafts, advises, and helps pause the queue ; a human (and legal/leadership for serious ones) approves, posts, and moderates. Step 0 — Read the brand + the situation Load / (the voice still applies, a touch more serious). Get what actually happened from the user — don't act on a half-picture. Step 1 — Triage first (don't react yet) Confi…