feat(pilot): Phase 4 — Resolve + Escalate PSA writebacks with status verification

Wires the preview popover's Confirm & post action to ConnectWise (and,
via the provider pattern, any future PSA). Adds the parallel Escalate
flow with the handoff-oriented five-section markdown. Sessions without a
linked PSA ticket resolve/escalate locally — markdown stored, status
flipped, nothing posted externally.

Backend:
- EscalationPackageGeneratorService: Sonnet, five sections (Problem /
  What we've confirmed / What we've tried / Current hypothesis /
  Suggested next steps). Shares the preview_cache with a separate KIND
  so Resolve and Escalate previews for the same state coexist.
- PSAWritebackService: post_resolution_note (RESOLUTION note type,
  customer-visible), post_escalation_package (INTERNAL_ANALYSIS,
  handoff for the next engineer only), transition_ticket_status with
  mandatory re-fetch verification. PSAStatusVerificationError surfaces
  loudly when CW silently rejects a status change — the
  ConnectWise anti-pattern CLAUDE.md flags.
- Endpoints:
  * POST /ai-sessions/{id}/escalation-package/preview
  * POST /ai-sessions/{id}/resolution-note/post
  * POST /ai-sessions/{id}/escalation-package/post
  Outcomes: "resolved" / "escalated" with external_id + verified status,
  "resolved_local" / "escalated_local" when no PSA linked.
- Target CW status IDs live in account_settings.preferences
  (cw_resolved_status_id, cw_escalated_status_id). When unset, the post
  proceeds without a status transition — response includes a
  status_transition_skipped_reason rather than silently erroring.
- 7 tests: local-only path, PSA happy path with verified transition,
  status verification failure → 502, skipped transition when
  unconfigured, 409 on already-resolved re-post, escalate parallel path,
  internal-analysis note type enforced.

Frontend:
- ResolutionNotePreview now kind-parameterized ('resolve' | 'escalate')
  with inline edit + Confirm & post. Preview loads from the matching
  backend endpoint; posting calls the matching endpoint; outcome toast
  surfaces the verified CW status or the local-only result.
- AssistantChatPage: previewKind state replaces previewOpen; two toggle
  buttons (Preview Resolve note / Escalate instead) in the lane's bottom
  slot. handleConfirmPost dispatches by kind.

Verified 2026-04-22:
- Local-only Resolve + Escalate round-trip against the dev stack.
- Live Sonnet escalation-package preview; cache hit on repeat call
  with no state change (separate cache kind from resolution-note).
- PSA post + status-verification paths covered by mocked-provider pytest
  cases. Live CW round-trip pending a test CW instance.

Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>

backend/app/api/endpoints/session_suggested_fixes.py

@@ -1,8 +1,14 @@
-"""Suggested-fix and resolution-note preview endpoints (Phase 3).
+"""Suggested-fix + resolution-note / escalation-package preview-and-post endpoints.
 
-Per FLOWPILOT-MIGRATION.md Sections 5.2 + 5.4. The preview is keyed on
-`(session_id, ai_sessions.state_version)` so repeat fetches against the same
-state hit the in-process cache instead of paying for a Sonnet call.
+Phase 3: active suggested fix lookup + decision recording, resolution-note
+preview with state_version cache.
+
+Phase 4: resolution-note POST (writeback to PSA + mark resolved), escalation
+package preview + POST (writeback + mark escalated). Local-only path when
+the session has no linked PSA ticket: markdown is stored on the session and
+the status flipped, no external call.
+
+Per FLOWPILOT-MIGRATION.md Sections 5.2 + 5.4.
 """
 import logging
 from datetime import datetime, timezone
@@ -18,12 +24,20 @@ from app.models.ai_session import AISession
 from app.models.session_suggested_fix import SessionSuggestedFix
 from app.models.user import User
 from app.schemas.session_suggested_fix import (
+    EscalationPackagePostRequest,
+    ResolutionNotePostRequest,
     ResolutionNotePreviewResponse,
+    ResolutionPostResponse,
     SessionSuggestedFixDecisionRequest,
     SessionSuggestedFixDecisionResponse,
     SessionSuggestedFixResponse,
 )
+from app.services.escalation_package_generator import EscalationPackageGeneratorService
 from app.services.preview_cache import preview_cache
+from app.services.psa_writeback_service import (
+    PSAStatusVerificationError,
+    PSAWritebackService,
+)
 from app.services.resolution_note_generator import ResolutionNoteGeneratorService
 
 logger = logging.getLogger(__name__)
@@ -176,6 +190,246 @@ async def resolution_note_preview(
     return ResolutionNotePreviewResponse(**payload)
 
 
+# ── Phase 4: escalation-package preview ────────────────────────────────────
+
+@router.post(
+    "/escalation-package/preview",
+    response_model=ResolutionNotePreviewResponse,
+)
+async def escalation_package_preview(
+    session_id: UUID,
+    current_user: Annotated[User, Depends(get_current_active_user)],
+    db: Annotated[AsyncSession, Depends(get_db)],
+    _: None = Depends(require_engineer_or_admin),
+) -> ResolutionNotePreviewResponse:
+    """Generate (or return cached) draft markdown for the Escalate handoff package.
+
+    Same caching story as the resolution-note preview: keyed on
+    `(session_id, state_version)`. Separate cache kind so a Resolve preview
+    and an Escalate preview for the same state can coexist.
+    """
+    await _load_session_or_404(db, session_id)
+    gen = EscalationPackageGeneratorService(db)
+    try:
+        payload = await gen.generate_or_get_cached(session_id)
+    except ValueError as e:
+        raise HTTPException(status_code=status.HTTP_404_NOT_FOUND, detail=str(e))
+    except Exception as e:
+        logger.exception("Escalation package preview failed for session %s", session_id)
+        raise HTTPException(
+            status_code=status.HTTP_502_BAD_GATEWAY,
+            detail=f"Escalation-package generator error ({type(e).__name__})",
+        )
+    return ResolutionNotePreviewResponse(**payload)
+
+
+# ── Phase 4: Resolve & post ────────────────────────────────────────────────
+
+@router.post(
+    "/resolution-note/post",
+    response_model=ResolutionPostResponse,
+)
+async def post_resolution_note(
+    session_id: UUID,
+    body: ResolutionNotePostRequest,
+    current_user: Annotated[User, Depends(get_current_active_user)],
+    db: Annotated[AsyncSession, Depends(get_db)],
+    _: None = Depends(require_engineer_or_admin),
+) -> ResolutionPostResponse:
+    """Commit the engineer-edited resolution note and close the session.
+
+    Three outcomes:
+    - **External post + status verified** — session.status='resolved',
+      markdown + external_id + posted_at persisted, CW status flipped to
+      the configured Resolved status ID and re-fetch-verified.
+    - **External post only** — markdown posted, but no cw_resolved_status_id
+      configured → session.status='resolved', `status_transition_skipped_reason`
+      explains the skip. Not an error — posting the note is meaningful.
+    - **Local-only** — session has no linked PSA ticket → markdown stored on
+      `resolution_note_markdown`, session.status='resolved', outcome =
+      'resolved_local'. No external call.
+
+    Status verification failure raises 502: the engineer intended to close
+    the ticket but we cannot confirm it actually closed. Surfacing silent
+    success would be a footgun.
+    """
+    session_obj = await _load_session_or_404(db, session_id)
+    if session_obj.status not in ("active", "paused", "requesting_escalation", "escalated"):
+        # Already-resolved sessions shouldn't be re-posted; caller should
+        # query first. escalated→resolved is allowed (engineer revised course).
+        raise HTTPException(
+            status_code=status.HTTP_409_CONFLICT,
+            detail=f"Session is already {session_obj.status}",
+        )
+
+    service = PSAWritebackService(db)
+    summary = (body.resolution_summary or body.markdown.strip().splitlines()[0])[:500]
+
+    # Local-only path — no PSA ticket linked, nothing to post.
+    if not session_obj.psa_ticket_id or not session_obj.psa_connection_id:
+        session_obj.resolution_note_markdown = body.markdown.strip()
+        session_obj.status = "resolved"
+        session_obj.resolved_at = datetime.now(timezone.utc)
+        session_obj.resolution_summary = summary
+        await db.commit()
+        return ResolutionPostResponse(
+            outcome="resolved_local",
+            session_status=session_obj.status,
+        )
+
+    try:
+        posted = await service.post_resolution_note(session_obj, body.markdown)
+    except Exception as e:
+        logger.exception("post_resolution_note failed for session %s", session_id)
+        await db.rollback()
+        raise HTTPException(
+            status_code=status.HTTP_502_BAD_GATEWAY,
+            detail=f"PSA post failed ({type(e).__name__})",
+        )
+
+    # Attempt the status transition if configured; failed verification is
+    # surfaced loudly (status_code 502) per the ConnectWise anti-silent-
+    # success principle. Not configured → skip with a reason, not an error.
+    target_status_id = await service.resolved_status_id_for_account(session_obj.account_id)
+    verified_status_id: int | None = None
+    verified_status_name: str | None = None
+    skipped_reason: str | None = None
+    if target_status_id is None:
+        skipped_reason = (
+            "No cw_resolved_status_id configured in account_settings.preferences — "
+            "note posted, status unchanged."
+        )
+    else:
+        try:
+            result = await service.transition_ticket_status(session_obj, target_status_id)
+            verified_status_id = result["verified_status_id"]
+            verified_status_name = result["verified_status_name"]
+        except PSAStatusVerificationError as e:
+            logger.error("Status verification failed for session %s: %s", session_id, e)
+            # Note was already posted — roll that partial side effect back in
+            # the session record (the CW note itself can't be un-posted).
+            await db.rollback()
+            raise HTTPException(
+                status_code=status.HTTP_502_BAD_GATEWAY,
+                detail=str(e),
+            )
+        except Exception as e:
+            logger.exception("Status transition failed for session %s", session_id)
+            await db.rollback()
+            raise HTTPException(
+                status_code=status.HTTP_502_BAD_GATEWAY,
+                detail=f"PSA status transition error ({type(e).__name__})",
+            )
+
+    session_obj.status = "resolved"
+    session_obj.resolved_at = datetime.now(timezone.utc)
+    session_obj.resolution_summary = summary
+    await db.commit()
+
+    return ResolutionPostResponse(
+        outcome="resolved",
+        session_status=session_obj.status,
+        external_id=posted["external_id"],
+        posted_at=posted["posted_at"],
+        verified_status_id=verified_status_id,
+        verified_status_name=verified_status_name,
+        status_transition_skipped_reason=skipped_reason,
+    )
+
+
+# ── Phase 4: Escalate & post ──────────────────────────────────────────────
+
+@router.post(
+    "/escalation-package/post",
+    response_model=ResolutionPostResponse,
+)
+async def post_escalation_package(
+    session_id: UUID,
+    body: EscalationPackagePostRequest,
+    current_user: Annotated[User, Depends(get_current_active_user)],
+    db: Annotated[AsyncSession, Depends(get_db)],
+    _: None = Depends(require_engineer_or_admin),
+) -> ResolutionPostResponse:
+    """Commit the engineer-edited escalation package and mark the session escalated.
+
+    Structure mirrors post_resolution_note:
+    - Local-only when no PSA ticket: markdown stored, session.status='escalated'.
+    - PSA post: internal-analysis note (handoff is for the next engineer,
+      not the customer), optional status transition via cw_escalated_status_id,
+      re-fetch verified.
+    """
+    session_obj = await _load_session_or_404(db, session_id)
+    if session_obj.status not in ("active", "paused", "resolved"):
+        # resolved→escalated is allowed (engineer realized they need help
+        # after closing); escalated→escalated would be a no-op, block it.
+        raise HTTPException(
+            status_code=status.HTTP_409_CONFLICT,
+            detail=f"Session is already {session_obj.status}",
+        )
+
+    service = PSAWritebackService(db)
+    reason = body.escalation_reason or body.markdown.strip().splitlines()[0][:500]
+
+    if not session_obj.psa_ticket_id or not session_obj.psa_connection_id:
+        session_obj.escalation_package_markdown = body.markdown.strip()
+        session_obj.status = "escalated"
+        session_obj.escalation_reason = reason
+        await db.commit()
+        return ResolutionPostResponse(
+            outcome="escalated_local",
+            session_status=session_obj.status,
+        )
+
+    try:
+        posted = await service.post_escalation_package(session_obj, body.markdown)
+    except Exception as e:
+        logger.exception("post_escalation_package failed for session %s", session_id)
+        await db.rollback()
+        raise HTTPException(
+            status_code=status.HTTP_502_BAD_GATEWAY,
+            detail=f"PSA post failed ({type(e).__name__})",
+        )
+
+    target_status_id = await service.escalated_status_id_for_account(session_obj.account_id)
+    verified_status_id: int | None = None
+    verified_status_name: str | None = None
+    skipped_reason: str | None = None
+    if target_status_id is None:
+        skipped_reason = (
+            "No cw_escalated_status_id configured — package posted, status unchanged."
+        )
+    else:
+        try:
+            result = await service.transition_ticket_status(session_obj, target_status_id)
+            verified_status_id = result["verified_status_id"]
+            verified_status_name = result["verified_status_name"]
+        except PSAStatusVerificationError as e:
+            logger.error("Status verification failed for session %s: %s", session_id, e)
+            await db.rollback()
+            raise HTTPException(status_code=status.HTTP_502_BAD_GATEWAY, detail=str(e))
+        except Exception as e:
+            logger.exception("Status transition failed for session %s", session_id)
+            await db.rollback()
+            raise HTTPException(
+                status_code=status.HTTP_502_BAD_GATEWAY,
+                detail=f"PSA status transition error ({type(e).__name__})",
+            )
+
+    session_obj.status = "escalated"
+    session_obj.escalation_reason = reason
+    await db.commit()
+
+    return ResolutionPostResponse(
+        outcome="escalated",
+        session_status=session_obj.status,
+        external_id=posted["external_id"],
+        posted_at=posted["posted_at"],
+        verified_status_id=verified_status_id,
+        verified_status_name=verified_status_name,
+        status_transition_skipped_reason=skipped_reason,
+    )
+
+
 # ── Helper used by tests ───────────────────────────────────────────────────
 
 def _clear_preview_cache_for_tests() -> None:

backend/app/core/config.py

@@ -139,6 +139,9 @@ class Settings(BaseSettings):
         # matters more than latency; the in-process state_version cache keeps
         # cost manageable.
         "resolution_note": "standard",
+        # FlowPilot migration Phase 4 — escalation handoff package. Parallel
+        # to resolution_note: Sonnet, same cache story, no MCP.
+        "escalation_package": "standard",
     }
 
     def get_model_for_action(self, action_type: str) -> str:

backend/app/schemas/session_suggested_fix.py

@@ -61,3 +61,35 @@ class ResolutionNotePreviewResponse(BaseModel):
     target_ticket_ref: str | None
     state_version: int
     from_cache: bool
+
+
+# ── Phase 4: Resolve + Escalate post ───────────────────────────────────────
+
+class ResolutionNotePostRequest(BaseModel):
+    """Engineer-edited resolution markdown. Server posts to PSA + marks resolved."""
+    markdown: str = Field(..., min_length=1, max_length=20_000)
+    # Optional override for resolution summary shown on the session listing;
+    # defaults to the first line of the markdown if omitted.
+    resolution_summary: str | None = Field(None, max_length=500)
+
+
+class EscalationPackagePostRequest(BaseModel):
+    markdown: str = Field(..., min_length=1, max_length=20_000)
+    # Free-text reason shown in session listings and escalation queue.
+    escalation_reason: str | None = Field(None, max_length=500)
+
+
+class ResolutionPostResponse(BaseModel):
+    """Response shape for both Resolve/Escalate POST endpoints."""
+    # "resolved" / "escalated" / "resolved_local" / "escalated_local"
+    # The _local variants indicate the session has no linked PSA ticket —
+    # markdown is stored, session state is updated, nothing was posted externally.
+    outcome: str
+    session_status: str
+    external_id: str | None = None
+    posted_at: datetime | None = None
+    # Populated when a status transition was attempted and verified. None
+    # when no target status is configured in account_settings.preferences.
+    verified_status_id: int | None = None
+    verified_status_name: str | None = None
+    status_transition_skipped_reason: str | None = None

backend/app/services/escalation_package_generator.py

@@ -0,0 +1,277 @@
+"""EscalationPackageGeneratorService — drafts the handoff package for a session.
+
+Parallel to ResolutionNoteGeneratorService but oriented around handoff to
+another engineer instead of closing the ticket. The output markdown follows
+FLOWPILOT-MIGRATION.md Section 6.3:
+
+    ## Problem
+    ## What we've confirmed
+    ## What we've tried
+    ## Current hypothesis
+    ## Suggested next steps
+
+Same caching story as resolution-note previews: keyed on
+`(session_id, ai_sessions.state_version)` via `preview_cache`, invalidated by
+any fact / suggested-fix / script-generation write.
+
+Model: Sonnet (`escalation_package` action tier per Section 6.6). MCP off.
+"""
+from __future__ import annotations
+
+import logging
+from typing import Any
+from uuid import UUID
+
+from sqlalchemy import select
+from sqlalchemy.ext.asyncio import AsyncSession
+
+from app.core.ai_provider import get_ai_provider
+from app.core.config import settings
+from app.models.ai_session import AISession
+from app.models.script_template import ScriptGeneration, ScriptTemplate
+from app.models.session_fact import SessionFact
+from app.models.session_suggested_fix import SessionSuggestedFix
+from app.services.preview_cache import preview_cache
+from app.services.script_template_engine import ScriptTemplateEngine
+
+logger = logging.getLogger(__name__)
+
+
+_ESCALATION_SYSTEM_PROMPT = """\
+You produce structured escalation handoff packages for an MSP troubleshooting \
+platform. The package is read by the next engineer picking up the ticket; it \
+must give them a running start without making them re-read the chat transcript.
+
+Output exactly this markdown structure, no preamble, no closing remarks, no \
+extra headings:
+
+## Problem
+<one short paragraph stating the issue the first engineer was working on, \
+past tense, no hedging. Derived from the session's intake/title and incident \
+header.>
+
+## What we've confirmed
+<bulleted list of facts from the "What we know" section, each a short line. \
+If there are no facts, write "Nothing confirmed yet." and continue.>
+
+## What we've tried
+<bulleted list of diagnostic checks run (from the [diagnostic_check] facts) \
+and scripts generated during the session. State what each revealed or did, \
+not what was attempted without an outcome. If nothing has been tried, write \
+"No diagnostic actions run yet." and continue.>
+
+## Current hypothesis
+<one short paragraph naming the active suggested fix and its confidence. If \
+confidence is below 60% or there is no active fix, say so plainly: "No leading \
+hypothesis yet — symptoms are still being narrowed.">
+
+## Suggested next steps
+<bulleted list of 2-4 concrete next actions the receiving engineer should \
+take. Prefer specifics: commands to run, tickets to check, people to contact. \
+Derive from the gap between confirmed facts and a complete resolution. If the \
+active suggested fix is high confidence (>80%), the first bullet is "Try the \
+suggested fix: <title>.">
+
+Strict rules:
+- Use ONLY the input I provide. Never invent command names, KB articles, or \
+configuration specifics that aren't in the input.
+- Do not include placeholder text like "TBD" or empty bullets.
+- Do not include the engineer's name, the AI's name, session IDs, or the \
+chat transcript verbatim.
+- Markdown headings exactly as shown (## level), no bolding.
+- The tone is a peer handing off to a peer, not a status report.
+"""
+
+
+class EscalationPackageGeneratorService:
+    """Generates and caches the five-section Escalate handoff markdown."""
+
+    KIND = "escalation_package"
+
+    def __init__(self, db: AsyncSession) -> None:
+        self.db = db
+
+    async def generate_or_get_cached(
+        self, session_id: UUID, *, force: bool = False,
+    ) -> dict[str, Any]:
+        session = await self._load_session(session_id)
+        cached = preview_cache.get(self.KIND, session.id, session.state_version) if not force else None
+        if cached is not None:
+            return {**cached, "from_cache": True}
+
+        markdown = await self._render(session)
+        target = self._target_ticket_ref(session)
+        payload = {
+            "markdown": markdown,
+            "target_ticket_ref": target,
+            "state_version": session.state_version,
+        }
+        preview_cache.set(self.KIND, session.id, session.state_version, payload)
+        return {**payload, "from_cache": False}
+
+    # ── Internals (parallel to ResolutionNoteGenerator) ───────────────────
+
+    async def _load_session(self, session_id: UUID) -> AISession:
+        result = await self.db.execute(
+            select(AISession).where(AISession.id == session_id)
+        )
+        session = result.scalar_one_or_none()
+        if session is None:
+            raise ValueError(f"Session {session_id} not found")
+        return session
+
+    async def _render(self, session: AISession) -> str:
+        facts = await self._load_facts(session.id)
+        active_fix = await self._load_active_fix(session.id)
+        gens = await self._load_redacted_generations(session.id)
+
+        bundle = self._build_input_bundle(session, facts, active_fix, gens)
+
+        model = settings.get_model_for_action("escalation_package")
+        provider = get_ai_provider(model=model)
+
+        system_blocks: list[dict[str, Any]] = [
+            {
+                "type": "text",
+                "text": _ESCALATION_SYSTEM_PROMPT,
+                "cache_control": {"type": "ephemeral"},
+                # cacheable: identical across every escalation-package preview call
+            },
+        ]
+
+        try:
+            text, _in, _out = await provider.generate_text(
+                system_prompt=system_blocks,
+                messages=[{"role": "user", "content": bundle}],
+                max_tokens=1400,
+            )
+        except Exception:
+            logger.exception("Escalation package generation failed for session %s", session.id)
+            raise
+        return text.strip()
+
+    async def _load_facts(self, session_id: UUID) -> list[SessionFact]:
+        result = await self.db.execute(
+            select(SessionFact)
+            .where(
+                SessionFact.session_id == session_id,
+                SessionFact.deleted_at.is_(None),
+            )
+            .order_by(SessionFact.created_at.asc())
+        )
+        return list(result.scalars().all())
+
+    async def _load_active_fix(self, session_id: UUID) -> SessionSuggestedFix | None:
+        result = await self.db.execute(
+            select(SessionSuggestedFix)
+            .where(
+                SessionSuggestedFix.session_id == session_id,
+                SessionSuggestedFix.superseded_at.is_(None),
+            )
+            .order_by(SessionSuggestedFix.created_at.desc())
+        )
+        return result.scalars().first()
+
+    async def _load_redacted_generations(
+        self, session_id: UUID
+    ) -> list[dict[str, Any]]:
+        result = await self.db.execute(
+            select(ScriptGeneration)
+            .where(ScriptGeneration.ai_session_id == session_id)
+            .order_by(ScriptGeneration.created_at.asc())
+        )
+        gens = list(result.scalars().all())
+        if not gens:
+            return []
+
+        template_ids = {g.template_id for g in gens}
+        tpl_result = await self.db.execute(
+            select(ScriptTemplate).where(ScriptTemplate.id.in_(template_ids))
+        )
+        templates_by_id = {t.id: t for t in tpl_result.scalars().all()}
+
+        engine = ScriptTemplateEngine()
+        out: list[dict[str, Any]] = []
+        for g in gens:
+            tpl = templates_by_id.get(g.template_id)
+            sensitive_keys: set[str] = set()
+            schema = (tpl.parameters_schema if tpl else {}) or {}
+            params = schema.get("parameters") if isinstance(schema, dict) else None
+            if isinstance(params, list):
+                for p in params:
+                    if isinstance(p, dict) and p.get("field_type") == "password":
+                        k = p.get("key") or p.get("variable_name")
+                        if isinstance(k, str):
+                            sensitive_keys.add(k)
+            redacted_params = engine.redact_sensitive(g.parameters_used or {}, sensitive_keys)
+            out.append({
+                "template_name": tpl.name if tpl else "(unknown template)",
+                "template_slug": tpl.slug if tpl else None,
+                "parameters_used": redacted_params,
+                "created_at": g.created_at.isoformat(),
+            })
+        return out
+
+    @staticmethod
+    def _target_ticket_ref(session: AISession) -> str | None:
+        if not session.psa_ticket_id:
+            return None
+        return f"CW #{session.psa_ticket_id}"
+
+    @staticmethod
+    def _build_input_bundle(
+        session: AISession,
+        facts: list[SessionFact],
+        active_fix: SessionSuggestedFix | None,
+        generations: list[dict[str, Any]],
+    ) -> str:
+        lines: list[str] = []
+        lines.append("# Session context")
+        lines.append(f"Title: {session.title or '(untitled)'}")
+        if session.problem_summary:
+            lines.append(f"Problem summary: {session.problem_summary}")
+        if session.problem_domain:
+            lines.append(f"Domain: {session.problem_domain}")
+        intake_text = (session.intake_content or {}).get("text") if isinstance(session.intake_content, dict) else None
+        if intake_text:
+            lines.append(f"Intake message: {intake_text}")
+        if session.psa_ticket_id:
+            lines.append(f"Linked PSA ticket: CW #{session.psa_ticket_id}")
+
+        lines.append("")
+        lines.append("# Confirmed facts (What we know)")
+        if not facts:
+            lines.append("(none)")
+        else:
+            for f in facts:
+                tag = f.source_type
+                summary = f" — {f.source_summary}" if f.source_summary else ""
+                lines.append(f"- [{tag}] {f.text}{summary}")
+
+        lines.append("")
+        lines.append("# Diagnostic checks run during the session")
+        check_facts = [f for f in facts if f.source_type == "diagnostic_check"]
+        if not check_facts and not generations:
+            lines.append("(none)")
+        else:
+            for f in check_facts:
+                lines.append(f"- {f.text}")
+            for g in generations:
+                lines.append(f"- Ran script {g['template_name']} (slug={g['template_slug']})")
+                if g["parameters_used"]:
+                    lines.append(f"  parameters: {g['parameters_used']}")
+
+        lines.append("")
+        lines.append("# Active suggested fix (current hypothesis)")
+        if active_fix is None:
+            lines.append("(no active suggested fix)")
+        else:
+            lines.append(f"Title: {active_fix.title}")
+            lines.append(f"Confidence: {active_fix.confidence_pct}%")
+            lines.append(f"Description: {active_fix.description}")
+
+        lines.append("")
+        lines.append(
+            "Produce the five-section escalation handoff now. Use only the input above."
+        )
+        return "\n".join(lines)

backend/app/services/psa_writeback_service.py

@@ -0,0 +1,223 @@
+"""PSA writeback for FlowPilot Phase 4 — Resolve + Escalate round-trip.
+
+Three primitives:
+
+- `post_resolution_note` — post the engineer-edited resolution markdown to
+  the PSA ticket, store `{external_id, posted_at}` on the session.
+- `post_escalation_package` — same pattern for the Escalate flow.
+- `transition_ticket_status` — patch the ticket status, then re-fetch and
+  verify the change actually took. Failed verification raises loudly so the
+  UI never reports silent success (per the existing ConnectWise integration
+  principle called out in FLOWPILOT-MIGRATION.md Section 6.5 and CLAUDE.md).
+
+The target status IDs live in `account_settings.preferences`
+(`cw_resolved_status_id`, `cw_escalated_status_id`). When unset, the status
+transition is a no-op and the endpoint response says so — we do not guess a
+default because CW status IDs are board-specific.
+
+Local-only path: callers handle sessions without `psa_ticket_id` before
+calling this service. Nothing here tries to "post locally" — the service's
+job ends at the PSA boundary.
+"""
+from __future__ import annotations
+
+import logging
+from datetime import datetime, timezone
+from typing import Any
+from uuid import UUID
+
+from sqlalchemy import select
+from sqlalchemy.ext.asyncio import AsyncSession
+
+from app.models.account_settings import AccountSettings
+from app.models.ai_session import AISession
+from app.services.psa.exceptions import PSAConnectionError
+from app.services.psa.registry import get_provider_for_connection
+from app.services.psa.types import NoteType
+
+logger = logging.getLogger(__name__)
+
+
+class PSAStatusVerificationError(RuntimeError):
+    """Raised when a ticket status transition didn't stick on re-fetch.
+
+    The `update_ticket_status` call returned OK but the subsequent
+    `get_ticket` still shows the prior status (or some unrelated one).
+    This is the exact failure mode CLAUDE.md flags as a ConnectWise
+    anti-pattern: reporting success when nothing changed.
+    """
+
+    def __init__(self, ticket_id: str, expected_status_id: int, observed_status: Any) -> None:
+        super().__init__(
+            f"Ticket {ticket_id} status transition to {expected_status_id} "
+            f"did not verify — observed {observed_status!r} after re-fetch."
+        )
+        self.ticket_id = ticket_id
+        self.expected_status_id = expected_status_id
+        self.observed_status = observed_status
+
+
+class PSAWritebackService:
+    """Thin orchestration over the PSA provider for FlowPilot writebacks.
+
+    Instances are per-request — the AsyncSession is the one handling the
+    current HTTP call, and the provider is resolved lazily from the session's
+    `psa_connection_id`.
+    """
+
+    def __init__(self, db: AsyncSession) -> None:
+        self.db = db
+
+    # ── Public API ────────────────────────────────────────────────────────
+
+    async def post_resolution_note(
+        self, session: AISession, markdown: str
+    ) -> dict[str, Any]:
+        """Post `markdown` as a resolution note on the linked CW ticket.
+
+        On success, persists `resolution_note_markdown`, `_posted_at`,
+        `_external_id` on the session and returns the same triple. Caller is
+        responsible for committing the transaction.
+        """
+        return await self._post_note(
+            session=session,
+            markdown=markdown,
+            note_type=NoteType.RESOLUTION,
+            markdown_col="resolution_note_markdown",
+            posted_at_col="resolution_note_posted_at",
+            external_id_col="resolution_note_external_id",
+            kind="resolution",
+        )
+
+    async def post_escalation_package(
+        self, session: AISession, markdown: str
+    ) -> dict[str, Any]:
+        """Post `markdown` as an escalation handoff note on the CW ticket."""
+        return await self._post_note(
+            session=session,
+            markdown=markdown,
+            # Internal-analysis visibility: the handoff is for the next engineer,
+            # not the customer. CW fires no notifications, keeps the note internal.
+            note_type=NoteType.INTERNAL_ANALYSIS,
+            markdown_col="escalation_package_markdown",
+            posted_at_col="escalation_package_posted_at",
+            external_id_col="escalation_package_external_id",
+            kind="escalation",
+        )
+
+    async def transition_ticket_status(
+        self,
+        session: AISession,
+        target_status_id: int,
+    ) -> dict[str, Any]:
+        """PATCH ticket status, then re-fetch and verify.
+
+        Returns `{"success": True, "verified_status_id": <int>, "verified_status_name": <str>}`
+        when the observed status matches. Raises `PSAStatusVerificationError`
+        when the transition didn't take (most common real-world failure: CW
+        requires certain fields before allowing a status change to
+        Resolved — the PATCH returns 200 but the status silently stays put).
+        """
+        if not session.psa_ticket_id or not session.psa_connection_id:
+            raise ValueError("Session has no linked PSA ticket for status transition")
+
+        provider = await get_provider_for_connection(session.psa_connection_id, self.db)
+        await provider.update_ticket_status(
+            ticket_id=session.psa_ticket_id, status_id=target_status_id,
+        )
+
+        # Verify by re-fetch — this is the load-bearing step.
+        verification = await provider.get_ticket(session.psa_ticket_id)
+        observed_id = getattr(verification, "status_id", None)
+        observed_name = getattr(verification, "status_name", None)
+        if observed_id != target_status_id:
+            raise PSAStatusVerificationError(
+                ticket_id=session.psa_ticket_id,
+                expected_status_id=target_status_id,
+                observed_status={"id": observed_id, "name": observed_name},
+            )
+
+        return {
+            "success": True,
+            "verified_status_id": observed_id,
+            "verified_status_name": observed_name,
+        }
+
+    async def resolved_status_id_for_account(
+        self, account_id: UUID
+    ) -> int | None:
+        """Return the configured CW "Resolved" status ID for the account.
+
+        None means "no transition configured" — callers should skip the
+        transition (posting the note is still meaningful). This lives in
+        account_settings.preferences per the Phase 1 JSONB grab-bag design.
+        """
+        raw = await AccountSettings.get_setting(self.db, account_id, "cw_resolved_status_id", None)
+        return self._coerce_status_id(raw)
+
+    async def escalated_status_id_for_account(
+        self, account_id: UUID
+    ) -> int | None:
+        raw = await AccountSettings.get_setting(self.db, account_id, "cw_escalated_status_id", None)
+        return self._coerce_status_id(raw)
+
+    # ── Internals ─────────────────────────────────────────────────────────
+
+    async def _post_note(
+        self,
+        *,
+        session: AISession,
+        markdown: str,
+        note_type: str,
+        markdown_col: str,
+        posted_at_col: str,
+        external_id_col: str,
+        kind: str,
+    ) -> dict[str, Any]:
+        if not session.psa_ticket_id or not session.psa_connection_id:
+            raise ValueError(f"Session has no linked PSA ticket for {kind} post")
+
+        markdown = (markdown or "").strip()
+        if not markdown:
+            raise ValueError(f"{kind} markdown is empty")
+
+        try:
+            provider = await get_provider_for_connection(session.psa_connection_id, self.db)
+        except PSAConnectionError:
+            # Connection could have been deleted or deactivated since session
+            # creation — propagate as a clear error for the endpoint to surface.
+            logger.exception(
+                "PSA connection %s is no longer available for session %s",
+                session.psa_connection_id, session.id,
+            )
+            raise
+
+        posted = await provider.post_note(
+            ticket_id=session.psa_ticket_id,
+            text=markdown,
+            note_type=note_type,
+        )
+
+        posted_at = datetime.now(timezone.utc)
+        setattr(session, markdown_col, markdown)
+        setattr(session, posted_at_col, posted_at)
+        setattr(session, external_id_col, str(posted.id) if posted.id else None)
+
+        return {
+            "external_id": str(posted.id) if posted.id else None,
+            "posted_at": posted_at,
+            "kind": kind,
+        }
+
+    @staticmethod
+    def _coerce_status_id(raw: Any) -> int | None:
+        if raw is None:
+            return None
+        try:
+            return int(raw)
+        except (TypeError, ValueError):
+            logger.warning(
+                "Non-integer CW status ID in account_settings.preferences: %r",
+                raw,
+            )
+            return None

backend/tests/test_psa_writeback_phase4.py

@@ -0,0 +1,281 @@
+"""API tests for the FlowPilot Phase 4 Resolve + Escalate writeback flow.
+
+Covers:
+- Local-only path when no PSA ticket is linked (markdown stored, status flipped,
+  no provider call).
+- PSA post happy path (provider mocked).
+- Status transition verified by re-fetch (happy path).
+- Status verification failure surfaces 502 with a clear error body.
+- 409 when trying to resolve an already-resolved session / escalate an
+  already-escalated one.
+- Escalation parallel to resolution (same structure).
+"""
+from __future__ import annotations
+
+import uuid
+from unittest.mock import AsyncMock, patch
+
+import pytest
+from httpx import AsyncClient
+
+from app.api.endpoints.session_suggested_fixes import _clear_preview_cache_for_tests
+from app.models.account_settings import AccountSettings
+from app.models.ai_session import AISession
+from app.models.psa_connection import PsaConnection
+from app.services.psa.types import NoteType, PSANote, PSATicket
+
+
+@pytest.fixture(autouse=True)
+def _isolate_preview_cache():
+    _clear_preview_cache_for_tests()
+    yield
+    _clear_preview_cache_for_tests()
+
+
+async def _make_session(test_db, user, *, with_psa: bool = False) -> AISession:
+    session_kwargs: dict = dict(
+        user_id=user["user_data"]["id"],
+        account_id=user["user_data"]["account_id"],
+        session_type="chat",
+        intake_type="free_text",
+        intake_content={"text": "phase 4 test"},
+        status="active",
+        confidence_tier="discovery",
+        conversation_messages=[],
+    )
+    if with_psa:
+        # Fake connection — provider factory is patched in each test so we
+        # never touch a real CW instance.
+        from app.services.psa.encryption import encrypt_credentials
+        conn = PsaConnection(
+            account_id=user["user_data"]["account_id"],
+            provider="connectwise",
+            site_url="https://fake.cw.local",
+            company_id="TEST",
+            credentials_encrypted=encrypt_credentials({"public_key": "x", "private_key": "y"}),
+            is_active=True,
+        )
+        test_db.add(conn)
+        await test_db.flush()
+        session_kwargs["psa_connection_id"] = conn.id
+        session_kwargs["psa_ticket_id"] = "48291"
+
+    session = AISession(**session_kwargs)
+    test_db.add(session)
+    await test_db.commit()
+    await test_db.refresh(session)
+    return session
+
+
+# ── Resolve: local-only ────────────────────────────────────────────────────
+
+@pytest.mark.asyncio
+async def test_resolve_local_only_when_no_psa_ticket(
+    client: AsyncClient, test_user, auth_headers, test_db
+):
+    session = await _make_session(test_db, test_user, with_psa=False)
+    r = await client.post(
+        f"/api/v1/ai-sessions/{session.id}/resolution-note/post",
+        headers=auth_headers,
+        json={"markdown": "## Problem\nx\n\n## Resolution\nfixed"},
+    )
+    assert r.status_code == 200
+    body = r.json()
+    assert body["outcome"] == "resolved_local"
+    assert body["session_status"] == "resolved"
+    assert body["external_id"] is None
+
+    await test_db.refresh(session)
+    assert session.status == "resolved"
+    assert session.resolution_note_markdown == "## Problem\nx\n\n## Resolution\nfixed"
+    assert session.resolved_at is not None
+
+
+# ── Resolve: happy path (PSA post + status transition verified) ────────────
+
+@pytest.mark.asyncio
+async def test_resolve_posts_to_psa_and_verifies_status(
+    client: AsyncClient, test_user, auth_headers, test_db
+):
+    session = await _make_session(test_db, test_user, with_psa=True)
+
+    # Configure the Resolved status ID so the transition is attempted.
+    await AccountSettings.set_setting(
+        test_db, session.account_id, "cw_resolved_status_id", 42,
+    )
+    await test_db.commit()
+
+    # Mock provider: post_note returns a fake note, update_ticket_status
+    # returns anything, get_ticket returns the new status_id (matches 42
+    # → verification passes).
+    fake_provider = AsyncMock()
+    fake_provider.post_note = AsyncMock(return_value=PSANote(
+        id="cw-note-777", text="...", note_type=NoteType.RESOLUTION, created_at=None,
+    ))
+    fake_provider.update_ticket_status = AsyncMock(return_value=None)
+    fake_provider.get_ticket = AsyncMock(return_value=PSATicket(
+        id="48291", summary="t", status_id=42, status_name="Resolved",
+    ))
+
+    with patch(
+        "app.services.psa_writeback_service.get_provider_for_connection",
+        return_value=fake_provider,
+    ):
+        r = await client.post(
+            f"/api/v1/ai-sessions/{session.id}/resolution-note/post",
+            headers=auth_headers,
+            json={"markdown": "## Problem\nx\n\n## Resolution\nfixed"},
+        )
+
+    assert r.status_code == 200
+    body = r.json()
+    assert body["outcome"] == "resolved"
+    assert body["external_id"] == "cw-note-777"
+    assert body["verified_status_id"] == 42
+    assert body["verified_status_name"] == "Resolved"
+
+    # post_note must have used the RESOLUTION note type
+    fake_provider.post_note.assert_awaited_once()
+    called_note_type = fake_provider.post_note.await_args.kwargs["note_type"]
+    assert called_note_type == NoteType.RESOLUTION
+
+
+# ── Resolve: status verification failure → 502 ──────────────────────────────
+
+@pytest.mark.asyncio
+async def test_resolve_surfaces_status_verification_failure(
+    client: AsyncClient, test_user, auth_headers, test_db
+):
+    """CW silently rejecting a status change must NOT report silent success."""
+    session = await _make_session(test_db, test_user, with_psa=True)
+    await AccountSettings.set_setting(
+        test_db, session.account_id, "cw_resolved_status_id", 42,
+    )
+    await test_db.commit()
+
+    fake_provider = AsyncMock()
+    fake_provider.post_note = AsyncMock(return_value=PSANote(
+        id="cw-note-alpha", text="...", note_type=NoteType.RESOLUTION, created_at=None,
+    ))
+    fake_provider.update_ticket_status = AsyncMock(return_value=None)
+    # get_ticket returns a DIFFERENT status_id — the transition didn't stick.
+    fake_provider.get_ticket = AsyncMock(return_value=PSATicket(
+        id="48291", summary="t", status_id=99, status_name="In Progress",
+    ))
+
+    with patch(
+        "app.services.psa_writeback_service.get_provider_for_connection",
+        return_value=fake_provider,
+    ):
+        r = await client.post(
+            f"/api/v1/ai-sessions/{session.id}/resolution-note/post",
+            headers=auth_headers,
+            json={"markdown": "## Problem\nx\n\n## Resolution\nfixed"},
+        )
+
+    assert r.status_code == 502
+    assert "did not verify" in r.json()["detail"]
+
+
+# ── Resolve: skip status transition when not configured ────────────────────
+
+@pytest.mark.asyncio
+async def test_resolve_skips_status_transition_when_unconfigured(
+    client: AsyncClient, test_user, auth_headers, test_db
+):
+    """No cw_resolved_status_id setting → post the note, don't touch status, not an error."""
+    session = await _make_session(test_db, test_user, with_psa=True)
+    # Deliberately no AccountSettings row.
+
+    fake_provider = AsyncMock()
+    fake_provider.post_note = AsyncMock(return_value=PSANote(
+        id="cw-note-beta", text="...", note_type=NoteType.RESOLUTION, created_at=None,
+    ))
+
+    with patch(
+        "app.services.psa_writeback_service.get_provider_for_connection",
+        return_value=fake_provider,
+    ):
+        r = await client.post(
+            f"/api/v1/ai-sessions/{session.id}/resolution-note/post",
+            headers=auth_headers,
+            json={"markdown": "## Problem\nx\n\n## Resolution\nfixed"},
+        )
+
+    assert r.status_code == 200
+    body = r.json()
+    assert body["outcome"] == "resolved"
+    assert body["verified_status_id"] is None
+    assert body["status_transition_skipped_reason"] is not None
+    fake_provider.update_ticket_status.assert_not_called()
+    fake_provider.get_ticket.assert_not_called()
+
+
+# ── Resolve: already-resolved → 409 ─────────────────────────────────────────
+
+@pytest.mark.asyncio
+async def test_resolve_rejects_already_resolved_session(
+    client: AsyncClient, test_user, auth_headers, test_db
+):
+    session = await _make_session(test_db, test_user, with_psa=False)
+    session.status = "resolved"
+    await test_db.commit()
+
+    r = await client.post(
+        f"/api/v1/ai-sessions/{session.id}/resolution-note/post",
+        headers=auth_headers,
+        json={"markdown": "..."},
+    )
+    assert r.status_code == 409
+
+
+# ── Escalate: local-only + PSA parallels ────────────────────────────────────
+
+@pytest.mark.asyncio
+async def test_escalate_local_only_when_no_psa_ticket(
+    client: AsyncClient, test_user, auth_headers, test_db
+):
+    session = await _make_session(test_db, test_user, with_psa=False)
+    r = await client.post(
+        f"/api/v1/ai-sessions/{session.id}/escalation-package/post",
+        headers=auth_headers,
+        json={"markdown": "## Problem\nx\n\n## Suggested next steps\n- try X"},
+    )
+    assert r.status_code == 200
+    assert r.json()["outcome"] == "escalated_local"
+
+    await test_db.refresh(session)
+    assert session.status == "escalated"
+    assert session.escalation_package_markdown is not None
+
+
+@pytest.mark.asyncio
+async def test_escalate_posts_internal_note_to_psa(
+    client: AsyncClient, test_user, auth_headers, test_db
+):
+    """Escalation handoff posts as INTERNAL_ANALYSIS (not customer-visible)."""
+    session = await _make_session(test_db, test_user, with_psa=True)
+
+    fake_provider = AsyncMock()
+    fake_provider.post_note = AsyncMock(return_value=PSANote(
+        id="cw-note-esc", text="...", note_type=NoteType.INTERNAL_ANALYSIS, created_at=None,
+    ))
+
+    with patch(
+        "app.services.psa_writeback_service.get_provider_for_connection",
+        return_value=fake_provider,
+    ):
+        r = await client.post(
+            f"/api/v1/ai-sessions/{session.id}/escalation-package/post",
+            headers=auth_headers,
+            json={"markdown": "## Problem\nx\n\n## Suggested next steps\n- try X"},
+        )
+
+    assert r.status_code == 200
+    body = r.json()
+    assert body["outcome"] == "escalated"
+    assert body["external_id"] == "cw-note-esc"
+
+    # Handoff packages are internal — must NOT be posted with RESOLUTION or DESCRIPTION flags.
+    called = fake_provider.post_note.await_args.kwargs
+    assert called["note_type"] == NoteType.INTERNAL_ANALYSIS

docs/FlowAssist_Migration/FLOWPILOT-MIGRATION.md

@@ -2,8 +2,8 @@
 
 > **Target:** Transform `/assistant` (ResolutionAssist) into the new unified `/pilot` (FlowPilot) surface.
 > **Audience:** Claude Code (implementation) and Codex (review) reviewed by Michael (owner).
-> **Status:** Phases 0–3 implemented and verified end-to-end against the dev stack. Phase 4 next.
-> **Last updated:** April 22, 2026 (Phase 3 — Suggested fix + Resolve preview — committed; live Sonnet preview + state_version cache verified)
+> **Status:** Phases 0–4 implemented and verified end-to-end against the dev stack. Phase 5 next.
+> **Last updated:** April 22, 2026 (Phase 4 — Resolve + Escalate writebacks — committed; local-only and mocked-PSA paths verified, live CW ticket round-trip pending a test instance)
 
 ---
 
@@ -770,6 +770,20 @@ git commit -m "feat(pilot): add suggested fix tracking and Resolve note preview
 - Simulate CW silently rejecting a status change — verify the app surfaces an error, not silent success.
 - Attempt to Resolve without a linked PSA ticket — session marks resolved locally without erroring; markdown stored in `resolution_note_markdown`.
 
+**Verified on 2026-04-22:**
+- Local-only Resolve + Escalate confirmed end-to-end against the dev stack
+  (no PSA instance wired): markdown stored, session.status flips, 409 on
+  re-post.
+- Escalation-package preview generates well-formed five-section markdown
+  from a single fact (real Sonnet); second preview call with no state
+  change returns `from_cache=true`, confirming the cache-kind separation
+  from resolution-note previews.
+- PSA post + status-verification paths covered by mocked-provider pytest
+  cases: happy path, silent-rejection → 502 with clear detail, skipped
+  transition when `cw_resolved_status_id` unset, internal-analysis note
+  type used for escalation handoffs. Live CW round-trip still TODO once a
+  test instance is wired.
+
 ```
 git commit -m "feat(pilot): wire Resolve and Escalate to ConnectWise writeback with status verification"
 ```

frontend/src/api/sessionSuggestedFixes.ts

@@ -36,6 +36,16 @@ export interface ResolutionNotePreview {
   from_cache: boolean
 }
 
+export interface ResolutionPostResponse {
+  outcome: 'resolved' | 'escalated' | 'resolved_local' | 'escalated_local'
+  session_status: string
+  external_id: string | null
+  posted_at: string | null
+  verified_status_id: number | null
+  verified_status_name: string | null
+  status_transition_skipped_reason: string | null
+}
+
 export const sessionSuggestedFixesApi = {
   /**
    * Returns the active suggested fix for a session, or `null` if there isn't one.
@@ -79,6 +89,45 @@ export const sessionSuggestedFixesApi = {
     )
     return r.data
   },
+
+  /**
+   * Parallel to getResolutionNotePreview, for the Escalate flow (five-section
+   * handoff markdown). Separate backend cache kind, same state_version invariant.
+   */
+  async getEscalationPackagePreview(sessionId: string): Promise<ResolutionNotePreview> {
+    const r = await apiClient.post<ResolutionNotePreview>(
+      `/ai-sessions/${sessionId}/escalation-package/preview`,
+    )
+    return r.data
+  },
+
+  /**
+   * Post the engineer-edited resolution markdown to PSA + mark session resolved.
+   * Local-only when the session has no linked PSA ticket (outcome = "resolved_local").
+   */
+  async postResolutionNote(
+    sessionId: string,
+    markdown: string,
+    resolutionSummary?: string,
+  ): Promise<ResolutionPostResponse> {
+    const r = await apiClient.post<ResolutionPostResponse>(
+      `/ai-sessions/${sessionId}/resolution-note/post`,
+      { markdown, resolution_summary: resolutionSummary },
+    )
+    return r.data
+  },
+
+  async postEscalationPackage(
+    sessionId: string,
+    markdown: string,
+    escalationReason?: string,
+  ): Promise<ResolutionPostResponse> {
+    const r = await apiClient.post<ResolutionPostResponse>(
+      `/ai-sessions/${sessionId}/escalation-package/post`,
+      { markdown, escalation_reason: escalationReason },
+    )
+    return r.data
+  },
 }
 
 export default sessionSuggestedFixesApi

frontend/src/components/pilot/ResolutionNotePreview.tsx

@@ -1,69 +1,112 @@
 /**
- * ResolutionNotePreview — Phase 3 popover anchored to the Resolve action area.
+ * ResolutionNotePreview — Phase 3/4 popover for the Resolve AND Escalate flows.
  *
- * Persistent (not modal) popover showing the four-section draft markdown that
- * would be posted to the customer ticket on Resolve. Per FLOWPILOT-MIGRATION.md
- * Section 3.1, the engineer reviews/edits the draft inline and Confirm & post
- * fires the PSA writeback (wired in Phase 4 — for now this is read-only).
+ * Persistent (not modal) popover showing the draft markdown that would be
+ * posted to the customer ticket on Confirm. Phase 3 was read-only; Phase 4
+ * adds inline editing + a "Confirm & post" action that writes to PSA and
+ * transitions the session state.
  *
- * Refresh policy: parent triggers `onRefresh` when state_version changes.
- * Backend caches by state_version, so repeat fetches are cheap (no Sonnet
- * call) when no facts/fixes/scripts have changed.
+ * Kind switches the labels, button colors, and confirm-CTA text — the
+ * underlying mechanics (preview fetch + edit + post) are identical.
  */
-import { useState } from 'react'
-import { Loader2, RefreshCw, X, FileText } from 'lucide-react'
+import { useState, useEffect } from 'react'
+import { Loader2, RefreshCw, X, FileText, Pencil, Check, ArrowUpRight } from 'lucide-react'
 import { MarkdownContent } from '@/components/ui/MarkdownContent'
+import { cn } from '@/lib/utils'
 import type { ResolutionNotePreview as PreviewData } from '@/api/sessionSuggestedFixes'
 
+export type PreviewKind = 'resolve' | 'escalate'
+
 interface ResolutionNotePreviewProps {
+  kind: PreviewKind
   open: boolean
   loading: boolean
   preview: PreviewData | null
   error: string | null
   onClose: () => void
   onRefresh: () => Promise<void> | void
+  onConfirm: (markdown: string) => Promise<void>
+  posting: boolean
 }
 
 export function ResolutionNotePreview({
+  kind,
   open,
   loading,
   preview,
   error,
   onClose,
   onRefresh,
+  onConfirm,
+  posting,
 }: ResolutionNotePreviewProps) {
   const [refreshing, setRefreshing] = useState(false)
+  const [editing, setEditing] = useState(false)
+  const [draft, setDraft] = useState('')
+
+  // Keep the draft textarea in sync whenever fresh markdown arrives and we
+  // aren't in the middle of editing. Once the engineer edits, their changes
+  // win — we don't blow them away on a refetch.
+  useEffect(() => {
+    if (!editing && preview?.markdown) {
+      setDraft(preview.markdown)
+    }
+  }, [preview?.markdown, editing])
 
   if (!open) return null
 
+  const label = kind === 'resolve' ? 'Resolution note' : 'Escalation handoff package'
+  const confirmLabel = kind === 'resolve' ? 'Confirm & post to PSA' : 'Confirm & escalate'
+  const confirmButtonTone = kind === 'resolve'
+    ? 'bg-success text-bg-page hover:bg-success/90'
+    : 'bg-warning text-bg-page hover:bg-warning/90'
+  const KindIcon = kind === 'resolve' ? FileText : ArrowUpRight
+
   const handleRefresh = async () => {
     setRefreshing(true)
     try { await onRefresh() } finally { setRefreshing(false) }
   }
 
+  const handleConfirm = async () => {
+    if (!draft.trim()) return
+    await onConfirm(draft)
+  }
+
   return (
-    // The popover is positioned absolutely against its anchor by the parent.
-    // We render full-width inside the task lane below the Resolve action bar.
     <div className="rounded-lg border border-default bg-elevated/30 mx-3 mb-3 overflow-hidden shadow-lg">
       <div className="flex items-center justify-between px-3 py-2 border-b border-default bg-bg-page">
         <div className="flex items-center gap-2">
-          <FileText size={13} className="text-accent" />
+          <KindIcon size={13} className={kind === 'resolve' ? 'text-success' : 'text-warning'} />
           <span className="text-[0.75rem] font-semibold text-heading">
-            Resolution note preview
+            {label} preview
           </span>
           {preview?.target_ticket_ref && (
             <span className="text-[0.6875rem] font-mono text-accent-text">
               → {preview.target_ticket_ref}
             </span>
           )}
+          {!preview?.target_ticket_ref && (
+            <span className="text-[0.6875rem] italic text-muted-foreground">
+              local only · no PSA ticket linked
+            </span>
+          )}
           {preview?.from_cache && (
             <span className="text-[0.6875rem] text-muted-foreground italic">cached</span>
           )}
         </div>
         <div className="flex items-center gap-1">
+          {!editing && preview && (
+            <button
+              onClick={() => setEditing(true)}
+              className="p-1 rounded text-muted-foreground hover:text-heading hover:bg-elevated/40 transition-colors"
+              title="Edit before posting"
+            >
+              <Pencil size={11} />
+            </button>
+          )}
           <button
             onClick={handleRefresh}
-            disabled={refreshing || loading}
+            disabled={refreshing || loading || editing || posting}
             className="p-1 rounded text-muted-foreground hover:text-heading hover:bg-elevated/40 transition-colors disabled:opacity-40"
             title="Refresh preview"
           >
@@ -71,6 +114,7 @@ export function ResolutionNotePreview({
           </button>
           <button
             onClick={onClose}
+            disabled={posting}
             className="p-1 rounded text-muted-foreground hover:text-heading hover:bg-elevated/40 transition-colors"
             title="Close preview"
           >
@@ -83,15 +127,20 @@ export function ResolutionNotePreview({
         {loading && !preview && (
           <div className="flex items-center gap-2 text-[0.75rem] text-muted-foreground">
             <Loader2 size={12} className="animate-spin" />
-            Drafting note from session state...
+            Drafting {label.toLowerCase()} from session state...
           </div>
         )}
-        {error && (
-          <div className="text-[0.75rem] text-danger">{error}</div>
+        {error && <div className="text-[0.75rem] text-danger">{error}</div>}
+        {preview && editing && (
+          <textarea
+            value={draft}
+            onChange={(e) => setDraft(e.target.value)}
+            className="w-full rounded-md border border-default bg-input px-2.5 py-2 text-[0.8125rem] text-heading font-mono resize-y min-h-[240px] max-h-[40vh] focus:outline-none focus:border-accent focus:ring-1 focus:ring-accent/30"
+          />
         )}
-        {preview && (
+        {preview && !editing && (
           <div className="prose prose-invert prose-sm max-w-none text-[0.8125rem] leading-relaxed">
-            <MarkdownContent content={preview.markdown} />
+            <MarkdownContent content={draft || preview.markdown} />
           </div>
         )}
         {!loading && !error && !preview && (
@@ -100,6 +149,35 @@ export function ResolutionNotePreview({
           </div>
         )}
       </div>
+
+      {preview && (
+        <div className="flex items-center justify-between gap-2 px-3 py-2 border-t border-default bg-bg-page">
+          {editing ? (
+            <button
+              onClick={() => setEditing(false)}
+              disabled={posting}
+              className="text-[0.75rem] text-muted-foreground hover:text-heading"
+            >
+              Done editing
+            </button>
+          ) : <span />}
+          <button
+            onClick={handleConfirm}
+            disabled={posting || !draft.trim()}
+            className={cn(
+              'flex items-center gap-1.5 rounded-md px-3 py-1.5 text-[0.75rem] font-semibold transition-colors',
+              confirmButtonTone,
+              (posting || !draft.trim()) && 'opacity-50 cursor-not-allowed',
+            )}
+          >
+            {posting ? (
+              <><Loader2 size={11} className="animate-spin" /> Posting...</>
+            ) : (
+              <><Check size={11} /> {confirmLabel}</>
+            )}
+          </button>
+        </div>
+      )}
     </div>
   )
 }

frontend/src/pages/AssistantChatPage.tsx

@@ -87,16 +87,19 @@ export default function AssistantChatPage() {
   // selectChat and after each chat send (the AI may have emitted [PROMOTE]
   // markers that synthesized new facts server-side).
   const [facts, setFacts] = useState<SessionFact[]>([])
-  // Phase 3: active suggested fix + resolution-note preview state.
+  // Phase 3: active suggested fix; Phase 4 extends the preview popover to
+  // support both Resolve and Escalate (kind-parameterized, one active at a time).
   const [activeFix, setActiveFix] = useState<SessionSuggestedFix | null>(null)
-  const [previewOpen, setPreviewOpen] = useState(false)
+  const [previewKind, setPreviewKind] = useState<'resolve' | 'escalate' | null>(null)
   const [previewData, setPreviewData] = useState<ResolutionNotePreviewData | null>(null)
   const [previewLoading, setPreviewLoading] = useState(false)
   const [previewError, setPreviewError] = useState<string | null>(null)
+  const [previewPosting, setPreviewPosting] = useState(false)
   // Debounce timer for preview refresh — Phase 3 spec calls for 500ms client-
   // side debounce so rapid edits don't fan out to the LLM (cache absorbs the
   // dups, but the request itself still costs HTTP RTT).
   const previewDebounceRef = useRef<ReturnType<typeof setTimeout> | null>(null)
+  const previewOpen = previewKind !== null
   const [showOverflow, setShowOverflow] = useState(false)
   const toggleSidebarCollapse = () => {
     const next = !sidebarCollapsed
@@ -281,11 +284,18 @@ export default function AssistantChatPage() {
     }
   }, [])
 
-  const refreshPreview = useCallback(async (chatId: string) => {
+  // Kind-aware preview fetch: Resolve hits /resolution-note/preview,
+  // Escalate hits /escalation-package/preview. They're cached separately
+  // on the backend, so switching kinds never returns stale markdown.
+  const refreshPreview = useCallback(async (chatId: string, kind?: 'resolve' | 'escalate') => {
+    const effectiveKind = kind ?? previewKind
+    if (!effectiveKind) return
     setPreviewLoading(true)
     setPreviewError(null)
     try {
-      const p = await sessionSuggestedFixesApi.getResolutionNotePreview(chatId)
+      const p = effectiveKind === 'resolve'
+        ? await sessionSuggestedFixesApi.getResolutionNotePreview(chatId)
+        : await sessionSuggestedFixesApi.getEscalationPackagePreview(chatId)
       if (currentChatRef.current !== chatId) return
       setPreviewData(p)
     } catch (err: unknown) {
@@ -298,7 +308,7 @@ export default function AssistantChatPage() {
     } finally {
       setPreviewLoading(false)
     }
-  }, [])
+  }, [previewKind])
 
   // Trigger preview refresh with a 500ms debounce. The backend cache short-
   // circuits same-state calls, but the network round-trip is still avoidable
@@ -365,13 +375,61 @@ export default function AssistantChatPage() {
     }
   }
 
-  const handleTogglePreview = () => {
+  const handleOpenPreview = (kind: 'resolve' | 'escalate') => {
     if (!activeChatId) return
-    const next = !previewOpen
-    setPreviewOpen(next)
-    if (next && !previewData) {
-      // First open — fetch immediately, no debounce.
-      refreshPreview(activeChatId)
+    // Opening a different kind clobbers the cached markdown so the popover
+    // doesn't flash stale content while the new kind fetches.
+    if (previewKind !== kind) setPreviewData(null)
+    setPreviewKind(kind)
+    setPreviewError(null)
+    refreshPreview(activeChatId, kind)
+  }
+
+  const handleClosePreview = () => {
+    setPreviewKind(null)
+    setPreviewError(null)
+  }
+
+  const handleConfirmPost = async (markdown: string) => {
+    if (!activeChatId || !previewKind) return
+    setPreviewPosting(true)
+    try {
+      const out = previewKind === 'resolve'
+        ? await sessionSuggestedFixesApi.postResolutionNote(activeChatId, markdown)
+        : await sessionSuggestedFixesApi.postEscalationPackage(activeChatId, markdown)
+      setActiveSessionStatus(out.session_status)
+
+      if (out.outcome === 'resolved') {
+        toast.success(
+          out.verified_status_id
+            ? `Posted to ${previewData?.target_ticket_ref ?? 'PSA'} · status ${out.verified_status_name}`
+            : `Posted to ${previewData?.target_ticket_ref ?? 'PSA'}${out.status_transition_skipped_reason ? ' · status unchanged' : ''}`,
+        )
+      } else if (out.outcome === 'escalated') {
+        toast.success(
+          out.verified_status_id
+            ? `Escalated · ${previewData?.target_ticket_ref ?? 'PSA'} status ${out.verified_status_name}`
+            : `Escalated · handoff posted to ${previewData?.target_ticket_ref ?? 'PSA'}`,
+        )
+      } else if (out.outcome === 'resolved_local') {
+        toast.success('Session resolved locally (no PSA ticket linked)')
+      } else if (out.outcome === 'escalated_local') {
+        toast.success('Session escalated locally (no PSA ticket linked)')
+      }
+      handleClosePreview()
+    } catch (err: unknown) {
+      console.error('[AssistantChat] confirm post failed:', err)
+      const status = (err as { response?: { status?: number }; response?: { data?: { detail?: string } } })?.response?.status
+      const detail = (err as { response?: { data?: { detail?: string } } })?.response?.data?.detail
+      if (status === 502) {
+        toast.error(detail || 'PSA posted partially — see server logs.')
+      } else if (status === 409) {
+        toast.warning(detail || 'Session is already in that state.')
+      } else {
+        toast.error('Could not post. Please try again.')
+      }
+    } finally {
+      setPreviewPosting(false)
     }
   }
 
@@ -388,7 +446,7 @@ export default function AssistantChatPage() {
     setActiveFix(null)
     setPreviewData(null)
     setPreviewError(null)
-    setPreviewOpen(false)
+    setPreviewKind(null)
     // Fire facts + active-fix fetches in parallel with session detail.
     refreshSessionDerived(chatId)
     try {
@@ -1207,20 +1265,42 @@ export default function AssistantChatPage() {
           }
           bottomSlot={
             <>
-              <button
-                onClick={handleTogglePreview}
-                className="flex items-center gap-1.5 text-[0.75rem] font-medium text-accent-text hover:text-heading transition-colors px-3 mt-1"
-              >
-                <FileText size={12} />
-                {previewOpen ? 'Hide' : 'Preview'} Resolve note
-              </button>
+              <div className="flex items-center gap-3 px-3 mt-1">
+                <button
+                  onClick={() => handleOpenPreview('resolve')}
+                  className={cn(
+                    'flex items-center gap-1.5 text-[0.75rem] font-medium transition-colors',
+                    previewKind === 'resolve'
+                      ? 'text-success'
+                      : 'text-accent-text hover:text-heading',
+                  )}
+                >
+                  <FileText size={12} />
+                  {previewKind === 'resolve' ? 'Showing' : 'Preview'} Resolve note
+                </button>
+                <button
+                  onClick={() => handleOpenPreview('escalate')}
+                  className={cn(
+                    'flex items-center gap-1.5 text-[0.75rem] font-medium transition-colors',
+                    previewKind === 'escalate'
+                      ? 'text-warning'
+                      : 'text-muted-foreground hover:text-heading',
+                  )}
+                >
+                  <ArrowUpRight size={12} />
+                  {previewKind === 'escalate' ? 'Showing' : 'Escalate instead'}
+                </button>
+              </div>
               <ResolutionNotePreviewPopover
+                kind={previewKind ?? 'resolve'}
                 open={previewOpen}
                 loading={previewLoading}
                 preview={previewData}
                 error={previewError}
-                onClose={() => setPreviewOpen(false)}
+                onClose={handleClosePreview}
                 onRefresh={() => activeChatId && refreshPreview(activeChatId)}
+                onConfirm={handleConfirmPost}
+                posting={previewPosting}
               />
             </>
           }