diff --git a/src/utils/urgencyScorer.js b/src/utils/urgencyScorer.js
index 7af6b01..907a4a8 100644
--- a/src/utils/urgencyScorer.js
+++ b/src/utils/urgencyScorer.js
@@ -4,38 +4,71 @@
 
 export function calculateUrgency(message) {
   let urgencyScore = 50
-  
-  const exclamationCount = (message.match(/!/g) || []).length
-  urgencyScore += exclamationCount * 30
-  
-  if (message.length < 50) urgencyScore -= 40
-  if (message.length < 20) urgencyScore -= 60
-  
-  if (message === message.toUpperCase() && message.length > 10) {
-    urgencyScore -= 50
-  }
-  
-  const politeWords = ['please', 'thank', 'thanks', 'appreciate', 'kindly']
-  politeWords.forEach(word => {
-    if (message.toLowerCase().includes(word)) urgencyScore -= 15
+
+  const text = message.toLowerCase()
+
+  // Outage / breakage language — strong signal that something is broken
+  const outageWords = [
+    'down', 'outage', 'broken', 'not working', "isn't working", 'crash',
+    'crashed', 'error', 'errors', 'failed', 'failing', 'failure', 'bug',
+    'cannot log in', "can't log in", 'cannot login', 'unable to', 'offline',
+    'production', 'data loss', 'locked out', 'stuck', 'frozen', 'timeout'
+  ]
+  outageWords.forEach(word => {
+    if (text.includes(word)) urgencyScore += 20
   })
-  
-  if (message.includes('?')) urgencyScore -= 25
-  
-  const now = new Date()
-  if (now.getDay() === 0 || now.getDay() === 6) {
-    urgencyScore -= 20
-  }
-  if (now.getHours() < 9 || now.getHours() > 17) {
-    urgencyScore -= 15
-  }
-  
-  const positiveWords = ['happy', 'love', 'great', 'excellent', 'wonderful']
-  positiveWords.forEach(word => {
-    if (message.toLowerCase().includes(word)) urgencyScore -= 20
+
+  // Billing / payment problems
+  const billingWords = [
+    'charged', 'charge', 'overcharged', 'double charged', 'charged twice',
+    'billing', 'invoice', 'refund', 'payment', 'declined', 'fraud',
+    'unauthorized', 'money', 'subscription'
+  ]
+  billingWords.forEach(word => {
+    if (text.includes(word)) urgencyScore += 15
+  })
+
+  // Anger / frustration
+  const angerWords = [
+    'furious', 'angry', 'frustrated', 'frustrating', 'ridiculous',
+    'unacceptable', 'terrible', 'awful', 'horrible', 'worst', 'hate',
+    'disappointed', 'fed up', 'sick of', 'never again'
+  ]
+  angerWords.forEach(word => {
+    if (text.includes(word)) urgencyScore += 20
   })
-  
-  if (urgencyScore > 80) return "High"
-  if (urgencyScore < 30) return "Low"
+
+  // Explicit urgency words
+  const urgentWords = [
+    'urgent', 'urgently', 'asap', 'emergency', 'immediately', 'right now',
+    'critical', 'now', 'time sensitive', 'deadline', 'demo'
+  ]
+  urgentWords.forEach(word => {
+    if (text.includes(word)) urgencyScore += 25
+  })
+
+  // Exclamation marks emphasise intensity
+  const exclamationCount = (message.match(/!/g) || []).length
+  urgencyScore += Math.min(exclamationCount, 3) * 10
+
+  // Detect whether this is a genuinely positive / thank-you message.
+  // Only lower the score when there is praise and no complaint signal.
+  const positiveWords = [
+    'thank', 'thanks', 'appreciate', 'great', 'awesome', 'love',
+    'excellent', 'wonderful', 'happy', 'amazing', 'fantastic', 'perfect'
+  ]
+  const hasPositive = positiveWords.some(word => text.includes(word))
+
+  const complaintSignals = [
+    ...outageWords, ...billingWords, ...angerWords, ...urgentWords
+  ]
+  const hasComplaint = complaintSignals.some(word => text.includes(word))
+
+  if (hasPositive && !hasComplaint) {
+    urgencyScore -= 40
+  }
+
+  if (urgencyScore >= 80) return "High"
+  if (urgencyScore <= 40) return "Low"
   return "Medium"
 }
diff --git a/testUrgency.js b/testUrgency.js
new file mode 100644
index 0000000..d5be5b3
--- /dev/null
+++ b/testUrgency.js
@@ -0,0 +1,13 @@
+import { calculateUrgency } from './src/utils/urgencyScorer.js'
+
+const messages = [
+  "Our production server is down",
+  "I was charged twice and I am furious!!",
+  "Thank you so much, your team is great!",
+  "Can I upgrade to the pro plan?",
+  "URGENT: I cannot log in and I have a demo in 10 minutes"
+]
+
+for (const message of messages) {
+  console.log(`${calculateUrgency(message)}\t${message}`)
+}