feat: overhaul session documentation, PSA notes, and client communications

- Reformat PSA resolution/escalation notes: clean single-line header,
  steps with engineer responses inline, remove duplicate timing blocks,
  remove AI confidence section, add follow-up recommendations
- Standardize time display to decimal hours (e.g. 0.25 hrs) across all
  note formatters and status update context
- Add follow_up_recommendations to SessionDocumentation schema and
  surface in SessionDocView; extracted from resolution suggestion steps
- Add _build_what_we_know() helper: uses session.evidence_items when
  cockpit branch merges, falls back to deriving findings from steps
- Fix option label lookup in generate_status_update (was passing raw
  machine values to AI instead of human-readable labels)
- Add 'What We Know' section to status update ticket notes prompt
- Improve _build_session_context in resolution_output_generator to
  include intake text and full step details instead of truncated chat
- Add request_info audience type: client-facing information request
  that skips the length step and generates a numbered question list
- Improve client_update and email_draft prompts with per-context
  guidance (status/resolution/escalation) and fix escalation subject
  line from 'Specialist Review' to 'Specialist Assistance'

Co-Authored-By: Claude Sonnet 4.6 <noreply@anthropic.com>

frontend/src/components/flowpilot/SessionDocView.tsx

@@ -187,6 +187,23 @@ export function SessionDocView({
         ))}
       </div>
 
+      {/* Follow-up recommendations */}
+      {documentation.follow_up_recommendations.length > 0 && (
+        <div className="card-flat p-3 sm:p-4">
+          <h4 className="font-sans text-xs text-[0.625rem] uppercase tracking-wider text-muted-foreground mb-2">
+            Follow-up
+          </h4>
+          <ul className="space-y-1">
+            {documentation.follow_up_recommendations.map((rec, i) => (
+              <li key={i} className="flex items-start gap-2 text-sm text-foreground">
+                <span className="mt-1.5 h-1.5 w-1.5 shrink-0 rounded-full bg-primary" />
+                {rec}
+              </li>
+            ))}
+          </ul>
+        </div>
+      )}
+
       {/* Rating */}
       {onRate && (
         <div className="card-flat p-3 sm:p-4 text-center">

frontend/src/components/flowpilot/StatusUpdateModal.tsx

@@ -1,5 +1,5 @@
 import { useState } from 'react'
-import { FileText, User, Mail, Zap, AlignLeft, Copy, Check, RotateCcw, ArrowLeftRight, Loader2 } from 'lucide-react'
+import { FileText, User, Mail, HelpCircle, Zap, AlignLeft, Copy, Check, RotateCcw, ArrowLeftRight, Loader2 } from 'lucide-react'
 import { cn } from '@/lib/utils'
 import { toast } from '@/lib/toast'
 import type { StatusUpdateAudience, StatusUpdateLength, StatusUpdateContext, StatusUpdateResponse } from '@/types/ai-session'
@@ -12,10 +12,11 @@ interface StatusUpdateModalProps {
   hasPsaTicket?: boolean
 }
 
-const AUDIENCES: { value: StatusUpdateAudience; icon: typeof FileText; label: string; description: string }[] = [
+const AUDIENCES: { value: StatusUpdateAudience; icon: typeof FileText; label: string; description: string; skipLength?: boolean }[] = [
   { value: 'ticket_notes', icon: FileText, label: 'Ticket Notes', description: 'Technical, for your PSA' },
   { value: 'client_update', icon: User, label: 'Client Update', description: 'Professional, non-technical' },
   { value: 'email_draft', icon: Mail, label: 'Email Draft', description: 'Full email with subject line' },
+  { value: 'request_info', icon: HelpCircle, label: 'Request Information', description: 'Ask the client specific questions', skipLength: true },
 ]
 
 const LENGTHS: { value: StatusUpdateLength; icon: typeof Zap; label: string; description: string }[] = [
@@ -38,9 +39,24 @@ export function StatusUpdateModal({ open, onClose, onGenerate, context = 'status
     escalation: 'Share Escalation',
   }
 
-  const handleAudienceSelect = (value: StatusUpdateAudience) => {
+  const handleAudienceSelect = async (value: StatusUpdateAudience) => {
     setAudience(value)
-    setStep('length')
+    const opt = AUDIENCES.find(a => a.value === value)
+    if (opt?.skipLength) {
+      // Skip length selection — always concise for request_info
+      setLength('quick')
+      setStep('generating')
+      try {
+        const res = await onGenerate(value, 'quick', context)
+        setResult(res)
+        setStep('result')
+      } catch {
+        setStep('audience')
+        setAudience(null)
+      }
+    } else {
+      setStep('length')
+    }
   }
 
   const handleLengthSelect = async (value: StatusUpdateLength) => {
@@ -170,7 +186,7 @@ export function StatusUpdateModal({ open, onClose, onGenerate, context = 'status
             <div className="flex flex-col items-center justify-center py-8 gap-3">
               <Loader2 size={24} className="animate-spin text-blue-400" />
               <p className="text-sm text-muted-foreground">
-                Generating {audience === 'email_draft' ? 'email draft' : audience === 'client_update' ? 'client update' : 'ticket notes'}...
+                {audience === 'request_info' ? 'Drafting information request...' : audience === 'email_draft' ? 'Generating email draft...' : audience === 'client_update' ? 'Generating client update...' : 'Generating ticket notes...'}
               </p>
             </div>
           )}

frontend/src/types/ai-session.ts

@@ -117,6 +117,7 @@ export interface SessionDocumentation {
   diagnostic_steps: DocumentationStep[]
   resolution_summary: string | null
   escalation_reason: string | null
+  follow_up_recommendations: string[]
   total_steps: number
   duration_display: string | null
   generated_at: string
@@ -131,7 +132,7 @@ export interface SessionCloseResponse {
   member_mapping_warning: string | null
 }
 
-export type StatusUpdateAudience = 'ticket_notes' | 'client_update' | 'email_draft'
+export type StatusUpdateAudience = 'ticket_notes' | 'client_update' | 'email_draft' | 'request_info'
 export type StatusUpdateLength = 'quick' | 'detailed'
 export type StatusUpdateContext = 'status' | 'resolution' | 'escalation'