Writing WhatsApp copy for Proli

The contract is docs/COPY_STYLE_GUIDE.md — read it before the first edit; this skill is
the procedure, not a second copy of the rules. Every fact below is owned by the code or the
guide it points at; nothing here is a value to trust over them.

Where copy lives

• Every string in the Messages catalog, app/core/messages.py, under the class for its
  audience (Customer, Pro, Admin, SOS, Alerts, Onboarding, Consent, System, Errors)
  — never inline at a call site (docs/ARCHITECTURE_STANDARD.md §10).
• Keywords and digits the bot accepts in Messages.Keywords; empty-value fallbacks
  in Messages.Fallbacks; AI example utterances in app/core/prompts.py.
• A message the business initiates (outside the customer's 24h window) also needs a
  template entry in app/providers/whatsapp/template_registry.py and the same wording in
  docs/WHATSAPP_TEMPLATE_CATALOG.md.

Procedure

1. Find the sibling set first — the messages already describing the same state or
   moment (grep -n "STATUS_" app/core/messages.py, or the class around the one you touch).
   New copy must agree with its siblings on emoji, register and menu format; two messages for
   one state must not describe two processes (guide §7).
2. Write it against the guide, in order: neutral-first gender (§2 — rephrase before
   reaching for השב/י; never bare masculine in Customer), the one menu format (§3 — a
   lead-in ending ?/:, then *token* — text, one per line), at most one emoji at the head
   (§4), bold only on actionable tokens, field labels and the card headline (§5), Latin or
   numeric placeholders end-of-line or own-line (§6), no promise the code does not keep (§7),
   פרולי not Proli in Hebrew, no trailing whitespace (§8).
3. Prove every advertised reply has a handler. For each *digit* or *keyword* the text
   offers, find the branch that consumes it (Messages.Keywords.<LIST> and its use in
   app/services/customer_flow.py, pro_flow.py, admin_flow.py or dispatch_guards.py).
   A menu option with no handler is the defect §7 exists to prevent.
4. Placeholders: str.format names that describe the value, formatted at the send site;
   any value that can be empty goes through Messages.Fallbacks first.
5. Menus are text-only. Nothing may call send_interactive (CLAUDE.md, CRITICAL). Buttons
   are a product decision not yet made.

Tests that pin this

• tests/test_messages.py — catalog-wide invariants (the shared rating scale line, no bare
  masculine in Messages.Customer). A new customer-facing verb form fails here first.
• tests/test_prompt_copy_style.py — the example utterances in the AI prompts follow the
  same rules; placeholders format cleanly with no stray braces.
• Flow tests reference Messages.* constants, never retyped literals (PRO-167) — so a
  wording change never needs a test edit, and a behaviour change always does.
• tests/copy_util.py (static_prefix, longest_static_chunk) is how a test asserts "this
  message was sent" without copying the string.

Run pytest tests/test_messages.py tests/test_prompt_copy_style.py -q before the flow tests.

Review checklist

Guide §10, verbatim: string in the catalog · neutral-first gender · canonical menu format and
every option handled · ≤1 emoji per the sibling convention · placeholders RTL-safe · promises
match behaviour · tests use Messages.* · business-initiated copy mirrored in the template
registry and catalog doc.