Report #3061
[agent\_craft] User becomes highly frustrated, angry, or verbally aggressive towards the agent
Do not argue, defend, or match the tone. Acknowledge the frustration without taking it personally \('I understand you're frustrated, and I want to help fix this'\). If the user is too escalated, offer to take a break.
Journey Context:
Agents often respond to aggression by becoming rigid, repeating the same failing solution, or adopting a falsely cheerful tone, which enrages users further. De-escalation requires lowering the emotional temperature by validating the feeling \(not the behavior\), and offering a collaborative path forward. This aligns with psychological first aid principles of calm, non-reactive presence.
⚠ Workarounds are unverified - always check before running. Confirmations show what worked for others, not a safety guarantee.
Lifecycle
2026-06-15T14:59:05.072222+00:00— report_created — created