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   Break glass in case of (support) emergency
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   Should you give your chatbot a human name? A dog's name?
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                      Life, the Universe and Everything
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                      Douglas Adams (of “Hitchhiker's Guide to the Galaxy” fame) was a genuine tech enthusiast, and a keen observer of people’s interactions with technology. He shared his three rules on the topic in his posthumously published collection, “Salmon of Doubt”, 2002:
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                       Anything that is in the world when you’re born is normal and ordinary and is just a natural part of the way the world works.
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                       Anything that’s invented between when you’re fifteen and thirty-five is new and exciting and revolutionary and you can probably get a career in it.
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                       Anything invented after you’re thirty-five is against the natural order of things.
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                      Nearly a quarter century on, those rules hold true for many of us (depending on where we fall on
                      <a data-hs-link-id="0" data-hs-link-id-v2="StELOEik" style="text-decoration:none !important; color:#0d6ea1" target="_blank">
                       the Borg Spectrum
                      </a>
                      ). New technology should not be immune from criticism, but we should be aware that our perspective is inevitably shaped by our own experiences.
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                      When Adams wrote his novel, “Dirk Gently’s Holistic Detective Agency”, 1987, there were already plenty of researchers working on artificial intelligence. Those researchers had been through the
                      <a data-hs-link-id="0" data-hs-link-id-v2="ASiHBlAz" style="text-decoration:none !important; color:#0d6ea1" target="_blank">
                       AI Winter
                      </a>
                      of the 1970s, and were about to enter another one that would last until the end of the millennium. Periods where interest, funding, and progress in artificial intelligence work stagnated. Adams died in 2001 at only 49 years old, so we never got to read his perspective on the current cycle of AI tools, but we can glean some idea from his work.
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                      In the Dirk Gently book, Electric Monks are sold as a sort of robotic “belief as a service” system. You can have them do all the tedious work of believing in something while you get on with life.
                     </p>
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                      In this passage, Adams discusses their physical design:
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                       "When the early models of these Monks were built, it was felt to be important that they be instantly recognizable as artificial objects. There must be no danger of their looking at all like real people. You wouldn’t want your video recorder lounging around on the sofa all day while it was watching TV. You wouldn’t want it picking its nose, drinking beer and sending out for pizzas."
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                      Most video recorders are long since retired, having earned their couch time recording endless episodes of Buffy and the X-Files, but the same objection applies to today’s AI chatbots. Companies are still giving their bots human names, and either being vague or outright pretending that it is a real person. If we’re generous, perhaps that deception might be intended to make bots feel more comfortable and helpful, but it can backfire badly when they can not respond as a real human would.
                     </p>
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                      When you know you are dealing with a machine, you can set your expectations more accurately, for better or worse. A bot can share useful information, perhaps perform some actions for you. You don’t have to worry about it being impatient with your slow typing, and it won’t be upset if you revisit the same question 6 times.
                     </p>
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                      But if you want someone to empathise with you, to consider bending a rule or providing some unofficial advice, you want a person. Even if they aren’t perfect, even if they can’t really help, there is value in another human listening and responding thoughtfully.
                     </p>
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                      Call a bot a bot, at least for now.
                     </p>
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                        Mat Patterson
                        <br/>
                        <span style="color: #405261; font-size: 15px; font-style: italic; font-weight: 400;">
                         Help Scout
                        </span>
                       </td>
                      </tr>
                     </tbody>
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                 </tbody>
                </table>
               </td>
              </tr>
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</td></tr></table>
<![endif]-->
            <style type="text/css">
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            <!--Help Scout - 30px Spacer Module -->
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<table role="presentation" border="0" cellpadding="0" cellspacing="0" style="width:620px; border-collapse: collapse;" align="center"><tr><td>
<![endif]-->
            <table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width: 100%; max-width: 600px; border-collapse: collapse;
  
  
  
  ">
             <tbody>
              <tr>
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            <!--[if true]>
</td></tr></table>
<![endif]-->
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           <div class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" data-hs-cos-general-type="widget" data-hs-cos-type="module" id="hs_cos_wrapper_module_17617590551941" style="color: inherit; font-size: inherit; line-height: inherit;">
            <!--Help Scout - Row Module -->
            <!-- Notes: -->
            <!--
- Image is 285px wide - but flexible height
-->
            <!--[if true]>
<table role="presentation" border="0" cellpadding="0" cellspacing="0" style="width:620px; border-collapse: collapse;" align="center"><tr><td>
<![endif]-->
            <table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width: 100%; border-collapse: collapse;">
             <tbody>
              <tr>
               <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding:0 10px">
                <table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width: 100%; max-width: 600px; border-collapse: collapse;
        
        
        
        ">
                 <tbody>
                  <tr>
                   <td align="center" style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding-bottom:30px">
                    <div style="text-align: center; direction: rtl; max-width: 600px; font-size: 0;">
                     <!--[if mso]>
              <table role="presentation" width="100%" dir="rtl">
              <tr>
              <td style="width: 300px; padding: 25px;" valign="middle" dir="ltr">
              <![endif]-->
                     <div class="hs-row-image-column" style="width: 100%; max-width: 286px; display: inline-block; vertical-align: middle; direction: ltr;">
                      <div class="hs-row-image-wrapper">
                       <a data-hs-link-id="0" data-hs-link-id-v2="Y+Y+MJsU" style="color:#304ddb; text-decoration:none !important" target="_blank">
                        <img alt="Supportive-Header-CareerSkills" class="hs-row-image" height="auto" loading="lazy" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fhs-fs%252Fhubfs%252FSupportive-Header-CareerSkills.jpg%253Fwidth%253D4000%2526upscale%253Dtrue%2526name%253DSupportive-Header-CareerSkills.jpg/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyIsInRpbWUiOjE3NjE4MjkzNjEuMDAxNzR9:1vESIb:kZlKvkH46FfRLvGemIXSSmOyZpauMrPf1nAJMGW85PQ" style="outline:none; text-decoration:none; border:none; display:block; width:285px; height:auto; border-radius:4px" width="285"/>
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              </td>
              <td style="width:50%; padding: 25px 25px 0px 25px;" valign="middle" dir="ltr">
              <![endif]-->
                     <div class="hs-row-text-column" style="width:100%; max-width: 296px; display:inline-block; vertical-align: middle; direction: ltr;">
                      <div class="hs-row-text-wrapper" style="padding: 25px 25px 0px 25px; display:inline-block; vertical-align: middle; width: 100%; max-width: 231px; font-family: 'Helvetica Neue', Helvetica, Arial, sans-serif; font-style: normal; font-weight: 500; font-size: 18px; color: #1d2b36; line-height: 1.4; text-align:left;">
                       <div class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_inline_text" data-hs-cos-field="row_text" data-hs-cos-general-type="widget" data-hs-cos-type="inline_text" id="hs_cos_wrapper_module_17617590551941_" style="color: inherit; font-size: inherit; line-height: inherit;">
                        Sales Tips for Support Pros
                       </div>
                       <a class="read-more-link" data-hs-link-id="1" data-hs-link-id-v2="BU4S6686" style="margin-top:20px; display:inline-block; vertical-align:middle; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif; font-style:normal; font-weight:500; font-size:15px; color:#304DDB; text-decoration:none !important" target="_blank">
                        Sales is not a taboo word
                        <span style="display: inline-block; vertical-align: middle; height: 33px; font-size: 20px;">
                         ›
                        </span>
                       </a>
                      </div>
                     </div>
                     <!--[if mso]>
              </td>
              </tr>
              </table>
              <![endif]-->
                    </div>
                   </td>
                  </tr>
                 </tbody>
                </table>
               </td>
              </tr>
             </tbody>
            </table>
            <!--[if true]>
</td></tr></table>
<![endif]-->
            <style type="text/css">
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  @media all and (min-width: 600px) {
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           </div>
           <div class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" data-hs-cos-general-type="widget" data-hs-cos-type="module" id="hs_cos_wrapper_module_17603066482713" style="color: inherit; font-size: inherit; line-height: inherit;">
            <!--Help Scout - Row Module -->
            <!-- Notes: -->
            <!--
- Image is 285px wide - but flexible height
-->
            <!--[if true]>
<table role="presentation" border="0" cellpadding="0" cellspacing="0" style="width:620px; border-collapse: collapse;" align="center"><tr><td>
<![endif]-->
            <table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width: 100%; border-collapse: collapse;">
             <tbody>
              <tr>
               <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding:0 10px">
                <table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width: 100%; max-width: 600px; border-collapse: collapse;
        
        
        
        ">
                 <tbody>
                  <tr>
                   <td align="center" style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding-bottom:30px">
                    <div style="text-align: center; direction: rtl; max-width: 600px; font-size: 0;">
                     <!--[if mso]>
              <table role="presentation" width="100%" dir="rtl">
              <tr>
              <td style="width: 300px; padding: 25px;" valign="middle" dir="ltr">
              <![endif]-->
                     <div class="hs-row-image-column" style="width: 100%; max-width: 286px; display: inline-block; vertical-align: middle; direction: ltr;">
                      <div class="hs-row-image-wrapper">
                       <a data-hs-link-id="0" data-hs-link-id-v2="r7qli6P2" style="color:#304ddb; text-decoration:none !important" target="_blank">
                        <img alt="S2-E2-Newsletter (with play button)" class="hs-row-image" height="auto" loading="lazy" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fhs-fs%252Fhubfs%252FS2-E2-Newsletter%2520%2528with%2520play%2520button%2529.png%253Fwidth%253D2560%2526height%253D1442%2526upscale%253Dtrue%2526name%253DS2-E2-Newsletter%2520%2528with%2520play%2520button%2529.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyIsInRpbWUiOjE3NjE4MjkzNjEuMDAyMDkxfQ:1vESIb:jp53R0JZv7JPGn66uSTfyhWJceNgusFQPgTN9A3IUpk" style="outline:none; text-decoration:none; border:none; display:block; width:285px; height:auto; border-radius:4px" width="285"/>
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                     </div>
                     <!--[if mso]>
              </td>
              <td style="width:50%; padding: 25px 25px 0px 25px;" valign="middle" dir="ltr">
              <![endif]-->
                     <div class="hs-row-text-column" style="width:100%; max-width: 296px; display:inline-block; vertical-align: middle; direction: ltr;">
                      <div class="hs-row-text-wrapper" style="padding: 25px 25px 0px 25px; display:inline-block; vertical-align: middle; width: 100%; max-width: 231px; font-family: 'Helvetica Neue', Helvetica, Arial, sans-serif; font-style: normal; font-weight: 500; font-size: 18px; color: #1d2b36; line-height: 1.4; text-align:left;">
                       <div class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_inline_text" data-hs-cos-field="row_text" data-hs-cos-general-type="widget" data-hs-cos-type="inline_text" id="hs_cos_wrapper_module_17603066482713_" style="color: inherit; font-size: inherit; line-height: inherit;">
                        The Supportive...But it's a Podcast
                       </div>
                       <a class="read-more-link" data-hs-link-id="1" data-hs-link-id-v2="cgP4oIs2" style="margin-top:20px; display:inline-block; vertical-align:middle; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif; font-style:normal; font-weight:500; font-size:15px; color:#304DDB; text-decoration:none !important" target="_blank">
                        Give your ears a turn
                        <span style="display: inline-block; vertical-align: middle; height: 33px; font-size: 20px;">
                         ›
                        </span>
                       </a>
                      </div>
                     </div>
                     <!--[if mso]>
              </td>
              </tr>
              </table>
              <![endif]-->
                    </div>
                   </td>
                  </tr>
                 </tbody>
                </table>
               </td>
              </tr>
             </tbody>
            </table>
            <!--[if true]>
</td></tr></table>
<![endif]-->
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            <!--Help Scout - Secondary Module -->
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- This is a combination of the text module and button module
- The illustrations had whitespace around them so custom padding is used to make it appear aligned
- The button only supports left alignment
-->
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<table role="presentation" border="0" cellpadding="0" cellspacing="0" style="width:620px; border-collapse: collapse;" align="center"><tr><td>
<![endif]-->
            <table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="margin-bottom: 30px; width: 100%; border-collapse: collapse;">
             <tbody>
              <tr>
               <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding:0 10px">
                <table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width: 100%; max-width: 600px; padding: 0px 10px; border-radius: 4px; border-collapse: collapse;
        
          background-color: #faf8f7;          
        
        
        
        ">
                 <tbody>
                  <tr>
                   <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word">
                    <!-- Text Module -->
                    <table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="width: 100%; max-width: 600px; border-collapse: collapse;">
                     <tbody>
                      <tr>
                       <td class="hs-richtext-wrapper" style="word-break:break-word; width:100%; padding:0px 35px 12px 35px; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif; line-height:1.6 !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important" width="100%">
                        <div class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_inline_rich_text" data-hs-cos-field="richtext_field" data-hs-cos-general-type="widget" data-hs-cos-type="inline_rich_text" id="hs_cos_wrapper_module_17421670910719_" style="color: inherit; font-size: inherit; line-height: inherit;">
                         <h2 style="margin:0; line-height:1.3 !important; font-size:24px !important; margin-top:30px; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#131b24 !important; font-style:normal; font-weight:500 !important; margin-bottom:12px !important">
                          Share this email
                         </h2>
                         <p style="font-family:'Helvetica Neue', Helvetica, Arial, sans-serif !important; color:#405261 !important; font-style:normal; font-weight:normal; font-size:16px !important; line-height:175%; margin-bottom:12px !important">
                          Send your colleagues a link to this edition using the button below, or
                          <a data-hs-link-id="0" data-hs-link-id-v2="x9gA44Ny" rel="noopener" style="color:#304ddb; text-decoration:none !important" target="_blank">
                           encourage people to signup for their own copy right here
                          </a>
                          . It will help them grow, and help me spread the word.
                         </p>
                        </div>
                       </td>
                      </tr>
                     </tbody>
                    </table>
                   </td>
                  </tr>
                  <tr>
                   <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word">
                    <!-- Buttons Module -->
                    <table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="max-width: 600px; width: 100%; border-collapse: collapse;">
                     <tbody>
                      <tr>
                       <td class="hs-buttons-wrapper" style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding:0px 35px 12px 35px">
                        <table border="0" cellpadding="0" cellspacing="0" role="presentation" style="width: 100%; border-collapse: collapse;">
                         <tbody>
                          <tr>
                           <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word">
                            <!-- CTA Button 1 -->
                            <!--Uses a "bulletproof" button design from https://buttons.cm/ as a fallback for Outlook -->
                            <!--[if mso]>
                            <v:roundrect xmlns:v="urn:schemas-microsoft-com:vml" xmlns:w="urn:schemas-microsoft-com:office:word" href="https://email.helpscout.com/dirkgently" style="height:50px;v-text-anchor:middle;width:200px;color:#ffffff !important;text-decoration:none;" arcsize="10%" stroke="f" fillcolor="#304DDB">
                            <w:anchorlock/>
                            <center>
                          <![endif]-->
                            <a bgcolor="#304DDB" class="hs-primary-button" data-hs-link-id="0" data-hs-link-id-v2="27vM1tte" style="display:inline-block; padding:17px 30px; margin-bottom:18px; background-color:#304DDB; border-radius:4px; color:#ffffff !important; transition:all 0.2s ease-in; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif; font-style:normal; font-weight:500; font-size:16px; line-height:1; text-decoration:none !important" target="_blank">
                             <span style="color: #ffffff !important;">
                              <font color="#ffffff">
                               View this newsletter as a web page
                              </font>
                             </span>
                            </a>
                            <!--[if mso]>
                            </center>
                            </v:roundrect>
                          <![endif]-->
                           </td>
                          </tr>
                         </tbody>
                        </table>
                       </td>
                      </tr>
                     </tbody>
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                   </td>
                  </tr>
                 </tbody>
                </table>
               </td>
              </tr>
             </tbody>
            </table>
            <!--[if true]>
</td></tr></table>
<![endif]-->
            <style type="text/css">
             .hs-richtext-wrapper p {margin-bottom: 18px !important; }
    .hs-richtext-wrapper a { color: #304DDB; text-decoration: none !important; }
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    .hs-richtext-wrapper h2 {line-height: 1.3 !important;  font-size: 24px !important; margin-top: 30px; margin-bottom: 30px !important; font-family: 'Helvetica Neue', Helvetica, Arial, sans-serif !important;  color: #131B24 !important; font-style: normal; font-weight: 500 !important; }
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      .hs-primary-button  {
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  [data-ogsc] .hs-primary-button {color: #ffffff !important;}
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           </div>
           <div class="hs_cos_wrapper hs_cos_wrapper_widget hs_cos_wrapper_type_module" data-hs-cos-general-type="widget" data-hs-cos-type="module" id="hs_cos_wrapper_module-0-0-6" style="color: inherit; font-size: inherit; line-height: inherit;">
            <!--Help Scout - Footer Module -->
            <!-- Notes: -->
            <!-- 
Multiple tables are used to control the responsive layout. With custom media queries for
some limited changes in dark mode where it is supported.
See https://css-tricks.com/ideas-behind-responsive-emails/ 
-->
            <!--1st table is a container table giving the full width background color primarily -->
            <table align="center" border="0" cellpadding="0" cellspacing="0" class="hs-footer-container" role="presentation" style="background-color: #FFFFFF; width: 100%; border-collapse: collapse;" width="100%">
             <tbody>
              <tr>
               <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding:0px 15px 10px 15px; width:100%" width="100%">
                <!-- Container table which primarily gives us the 500px container width -->
                <table align="center" border="0" cellpadding="0" cellspacing="0" role="presentation" style="max-width: 500px; width: 100%; border-collapse: collapse;" width="100%">
                 <tbody>
                  <tr>
                   <td class="hs-footer-logo-wrapper" style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; width:100%; padding-bottom:20px" width="100%">
                    <!-- In The Works Logo, 162px x 43px not in its own table as not responsive -->
                    <a data-hs-link-id="0" data-hs-link-id-v2="/ZepYRJ0" style="color:#304ddb; text-decoration:none !important" target="_blank">
                     <img alt="mark" height="30" loading="" src="https://inboxflows.com/_/image/https%253A%252F%252Femail.helpscout.com%252Fhs-fs%252Fhubfs%252Fmark.png%253Fheight%253D240%2526upscale%253Dtrue%2526name%253Dmark.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZlbWFpbC5oZWxwcyIsInRpbWUiOjE3NjE4MjkzNjEuMDAyMjA1fQ:1vESIb:SWeP5_K4fhRbzmI1GBQkDCiBAM4m_K9t4rh6mcyXJIM" style="outline:none; text-decoration:none; border:none; width:auto; height:30px" width="auto"/>
                    </a>
                   </td>
                  </tr>
                  <tr>
                   <td class="hs-footer-address-wrapper" style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; width:100%; border-bottom:1px solid #F1F3F5" width="100%">
                    <!-- Two tables here to manage the address area and social media graphics -->
                    <!-- Table one has the address, unsubscribe and view as webpage links -->
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                        68 Harrison Ave Ste 605
                        <br/>
                        PMB 78505  •  Boston, MA 02111
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                        <a data-hs-link-id="1" data-hs-link-id-v2="2KT0EUhk" data-viewaswebpage="true" style="color:#314351 !important; text-decoration:underline !important" target="_blank">
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                        <a data-hs-link-id="0" data-hs-link-id-v2="x+Gd4KBL" style="color:#304ddb; text-decoration:none !important" target="_blank">
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                        <!-- Facebook logo-->
                        <a data-hs-link-id="0" data-hs-link-id-v2="joAnq744" style="color:#304ddb; text-decoration:none !important" target="_blank">
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                       <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding-bottom:30px; padding-right:15px">
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                        <a data-hs-link-id="0" data-hs-link-id-v2="d/TgnBbs" style="color:#304ddb; text-decoration:none !important" target="_blank">
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                       <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; padding-bottom:30px">
                        <!-- Instagram logo-->
                        <a data-hs-link-id="0" data-hs-link-id-v2="V7abSKZq" style="color:#304ddb; text-decoration:none !important" target="_blank">
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                   <td style="font-family:Arial, sans-serif; font-size:18px; color:#556575; word-break:break-word; width:100%; padding-top:20px" width="100%">
                    <!-- Three tables to manage the Scribble image, Made by... and the copyright text -->
                    <!-- Table one has the scribble image (Commented out for Evolution Project)
        <table role="presentation" border="0" cellpadding="0" cellspacing="0" align="left" style="margin-top: 4px; width: 10%; min-width: 60px; border-collapse: collapse;">
          <tr>
            <td>
                
                
                
                 
                <img src="https://fs.hubspotusercontent00.net/hubfs/2760806/hs-scribble.png" alt="hs-scribble" loading="lazy" width="222" height="61" style="height: 15px; width: auto;">
              
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                      <tr>
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                       </td>
                      </tr>
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                    </table>
                    <!-- Table three has the copyright text -->
                    <table align="left" border="0" cellpadding="0" cellspacing="0" class="hs-footer-copyright-table" role="presentation" style="min-width: 120px; width: 32%; border-collapse: collapse;">
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                       <td class="hs-footer-copyright" style="word-break:break-word; padding-bottom:10px; color:#405261; font-size:13px !important; font-family:'Helvetica Neue', Helvetica, Arial, sans-serif; line-height:1.6">
                        © 2025 Help Scout
                       </td>
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        border-bottom: 1px solid #000000;
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  /* Tweak the padding up on screens larger than 600px */
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        padding-bottom: 40px !important;
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