Draft email

Capability check (once per session)

Use whatever email tooling exists — Gmail/Outlook MCP connector, himalaya, Apple Mail via computer use, anything the user has wired up. Preferred mode: create a draft in their account and have them hit send. If no email tool exists: write the draft to cases/<case>/letters/ as email-yyyy-mm-dd-<topic>.md with To/Subject/Body clearly marked for copy-paste, and offer to help set up the Gmail MCP connector for next time.

Non-negotiables

• Never send without the user seeing the exact final text, recipient, and subject, and approving. One approval = one email. "Send it" in a prior session is not approval for this one.
• Find the right address first: billing-department email from the bill or provider site. Avoid generic contact forms when a real mailbox exists — forms don't leave the user a copy.
• Subject line formula: Account #<number> — WRITTEN DISPUTE: <topic> (or REQUEST). The account number makes it land in the right queue; the word "dispute" starts the paper trail.

Structure that works

1. One line of who/what: patient name, account number, date of service.
2. The ask, stated in the first three lines. Not the story — the ask.
3. Numbered facts, each anchored to a document ("your itemized statement dated…", "your published standard-charges file lists…", "per our call with Maria on 7/2, ref #48119…").
4. The specific action requested + a response deadline (10–15 business days), and "please respond in writing."
5. "This account is in dispute" when applicable — and a line noting the dispute should be recorded on the account.

Tone per AGENTS.md: firm, factual, boring. No emotion in the email; keep that for the user. Templates in templates/emails/; personalize fully — a placeholder left in ruins credibility.

After sending

Log to case.md (date, recipient, subject, deadline set). Calendar the follow-up: no reply by deadline → one follow-up citing the first, then up the escalation ladder.