:root{--bg: #f4f6fb;--surface: #ffffff;--surface-2: #f8f9fc;--border: #e3e7ef;--text: #111827;--text-muted: #6b7280;--primary: #4f46e5;--primary-hover: #4338ca;--primary-soft: #eef2ff;--success: #059669;--success-soft: #ecfdf5;--warning: #d97706;--warning-soft: #fffbeb;--danger: #dc2626;--danger-soft: #fef2f2;--info: #0284c7;--info-soft: #f0f9ff;--radius: 12px;--radius-sm: 8px;--shadow: 0 1px 2px rgba(16, 24, 40, .06), 0 1px 3px rgba(16, 24, 40, .1);--shadow-lg: 0 20px 50px rgba(16, 24, 40, .18);--sidebar-w: 232px;--list-w: 360px;--drawer-w: 340px;font-family:Inter,system-ui,-apple-system,Segoe UI,Roboto,Helvetica Neue,Arial,sans-serif;font-size:14px;line-height:1.45;color:var(--text)}*{box-sizing:border-box}html,body,#root{height:100%;margin:0}body{background:var(--bg);-webkit-font-smoothing:antialiased}h1,h2,h3,h4{margin:0;font-weight:600}button{font:inherit;color:inherit;cursor:pointer}input,textarea{font:inherit;color:inherit}a{color:var(--primary)}.muted{color:var(--text-muted)}.small{font-size:12px}.mono{font-family:ui-monospace,SFMono-Regular,Menlo,Consolas,monospace;font-size:12px}.btn{display:inline-flex;align-items:center;justify-content:center;gap:6px;padding:8px 14px;border-radius:var(--radius-sm);border:1px solid var(--border);background:var(--surface);font-weight:500;transition:background .15s,border-color .15s,box-shadow .15s;white-space:nowrap}.btn:hover:not(:disabled){background:var(--surface-2)}.btn:disabled{opacity:.55;cursor:default}.btn-primary{background:var(--primary);border-color:var(--primary);color:#fff}.btn-primary:hover:not(:disabled){background:var(--primary-hover)}.btn-success{background:var(--success);border-color:var(--success);color:#fff}.btn-success:hover:not(:disabled){background:#047857}.btn-ghost{background:transparent;border-color:transparent}.btn-block{width:100%}.icon-button{width:32px;height:32px;display:inline-flex;align-items:center;justify-content:center;border-radius:8px;border:none;background:transparent;font-size:18px;color:var(--text-muted)}.icon-button:hover:not(:disabled),.icon-button.active{background:var(--primary-soft);color:var(--primary)}.link-button{background:none;border:none;padding:0;color:var(--primary);text-decoration:underline dotted;text-align:left}.field{display:flex;flex-direction:column;gap:6px;margin-bottom:14px}.field>span{font-size:12px;font-weight:500;color:var(--text-muted)}.field input,.field textarea,.list-search input,.composer textarea{width:100%;padding:9px 12px;border-radius:var(--radius-sm);border:1px solid var(--border);background:var(--surface);outline:none;transition:border-color .15s,box-shadow .15s}.field input:focus,.field textarea:focus,.list-search input:focus,.composer textarea:focus{border-color:var(--primary);box-shadow:0 0 0 3px var(--primary-soft)}.form-error{background:var(--danger-soft);color:var(--danger);padding:8px 12px;border-radius:var(--radius-sm);margin-bottom:14px;font-size:13px}.login-page{min-height:100%;display:grid;place-items:center;padding:24px;background:radial-gradient(1200px 600px at 10% -10%,#e0e7ff 0%,transparent 60%),radial-gradient(900px 500px at 110% 110%,#d1fae5 0%,transparent 60%),var(--bg)}.login-card{width:100%;max-width:380px;background:var(--surface);padding:32px 28px 28px;border-radius:16px;box-shadow:var(--shadow-lg)}.login-card h1{font-size:20px;margin:18px 0 4px}.login-card p{margin:0 0 20px}.login-logo,.sidebar-brand{display:flex;align-items:center;gap:8px}.logo-mark{display:inline-flex;align-items:center;justify-content:center;height:30px;padding:0 8px;border-radius:8px;background:var(--primary);color:#fff;font-weight:800;letter-spacing:.04em;font-size:13px}.logo-text{font-weight:600;font-size:16px}.inbox{height:100%;display:grid;grid-template-columns:var(--sidebar-w) var(--list-w) 1fr;grid-template-rows:minmax(0,1fr);overflow:hidden}.sidebar{background:var(--surface);border-right:1px solid var(--border);display:flex;flex-direction:column;padding:16px 12px;gap:16px;min-height:0;overflow-y:auto}.sidebar-brand{padding:4px 8px 8px}.sidebar-nav{display:flex;flex-direction:column;gap:2px;flex:1}.nav-item{display:flex;align-items:center;gap:10px;padding:9px 10px;border-radius:var(--radius-sm);color:var(--text);text-decoration:none;font-weight:500}.nav-item:hover{background:var(--surface-2)}.nav-item.active{background:var(--primary-soft);color:var(--primary)}.nav-icon{width:20px;text-align:center}.nav-label{flex:1}.nav-count{min-width:22px;padding:0 6px;height:20px;border-radius:10px;background:var(--border);font-size:12px;font-weight:600;display:inline-flex;align-items:center;justify-content:center}.nav-count-alert{background:var(--warning);color:#fff}.sidebar-footer{display:flex;flex-direction:column;gap:10px;padding-top:12px;border-top:1px solid var(--border)}.me-name{font-weight:600;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}.me-email{font-size:12px;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}.ws-status{display:inline-flex;align-items:center;gap:6px;font-size:12px;color:var(--text-muted)}.ws-status .badge-dot{background:var(--text-muted)}.ws-open .badge-dot{background:var(--success)}.ws-connecting .badge-dot{background:var(--warning)}.ws-closed .badge-dot{background:var(--danger)}.ticket-list{background:var(--surface);border-right:1px solid var(--border);display:flex;flex-direction:column;min-height:0}.list-header{display:flex;align-items:center;justify-content:space-between;padding:16px 16px 8px}.list-header h2{font-size:18px}.list-search{padding:0 12px 10px}.list-body{flex:1;overflow-y:auto;padding:0 8px 12px}.list-empty{text-align:center;padding:40px 16px}.ticket-row{width:100%;display:flex;gap:12px;align-items:flex-start;padding:10px;border:none;border-radius:var(--radius);background:transparent;text-align:left}.ticket-row:hover{background:var(--surface-2)}.ticket-row.active{background:var(--primary-soft)}.ticket-row-main{flex:1;min-width:0;display:flex;flex-direction:column;gap:3px}.ticket-row-top{display:flex;justify-content:space-between;gap:8px}.ticket-row-name{font-weight:600;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}.ticket-row-time{font-size:12px;flex-shrink:0}.ticket-row-preview{font-size:13px;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}.preview-reason{color:var(--warning)}.ticket-row-bottom{display:flex;align-items:center;gap:8px;margin-top:2px}.unread-count{margin-left:auto;min-width:20px;height:20px;padding:0 6px;border-radius:10px;background:var(--primary);color:#fff;font-size:11px;font-weight:700;display:inline-flex;align-items:center;justify-content:center}.badge{display:inline-flex;align-items:center;gap:6px;padding:2px 8px;border-radius:999px;font-size:11px;font-weight:600;line-height:18px}.badge-compact{padding:0}.badge-dot{width:7px;height:7px;border-radius:50%;background:currentColor;flex-shrink:0}.badge-ai{background:var(--info-soft);color:var(--info)}.badge-waiting{background:var(--warning-soft);color:var(--warning)}.badge-operator{background:var(--primary-soft);color:var(--primary)}.badge-closed{background:#f1f5f9;color:var(--text-muted)}.avatar{border-radius:50%;object-fit:cover;flex-shrink:0}.avatar-fallback{display:inline-flex;align-items:center;justify-content:center;color:#fff;font-weight:700}.chat-area{min-width:0;min-height:0;display:flex}.empty-state{flex:1;display:flex;flex-direction:column;align-items:center;justify-content:center;text-align:center;padding:40px;gap:8px}.empty-illustration{font-size:48px;margin-bottom:8px}.chat-panel{flex:1;display:grid;grid-template-columns:1fr;min-width:0;min-height:0}.chat-panel.with-drawer{grid-template-columns:1fr var(--drawer-w)}.chat-main{display:flex;flex-direction:column;min-width:0;min-height:0}.chat-header{display:flex;align-items:center;flex-wrap:wrap;gap:10px 16px;padding:12px 20px;background:var(--surface);border-bottom:1px solid var(--border)}.chat-header-user{display:flex;align-items:center;gap:12px;min-width:0}.chat-header-name{font-weight:600;font-size:15px}.chat-header-sub{font-size:12px;white-space:nowrap;overflow:hidden;text-overflow:ellipsis}.chat-header-status{display:flex;align-items:center;gap:10px;flex:1;min-width:0;flex-wrap:wrap}.chat-header-status>*{white-space:nowrap}.chat-header-actions{display:flex;align-items:center;gap:8px;margin-left:auto}.messages{flex:1;overflow-y:auto;padding:16px 24px 8px;display:flex;flex-direction:column;gap:8px;background:linear-gradient(180deg,rgba(79,70,229,.03),transparent 120px),var(--bg)}.messages-more{display:flex;justify-content:center}.messages-empty{text-align:center;margin:auto}.day-divider,.ticket-divider{align-self:center;font-size:12px;color:var(--text-muted);padding:4px 12px;border-radius:999px;background:var(--surface);border:1px solid var(--border);margin:8px 0 4px}.ticket-divider{width:100%;text-align:center;border-radius:var(--radius-sm);border-style:dashed;background:transparent;padding:6px 12px}.ticket-divider-waiting{border-color:var(--warning);color:var(--warning)}.ticket-divider-operator{border-color:var(--primary);color:var(--primary)}.ticket-divider-ai{border-color:var(--info);color:var(--info)}.msg{display:flex;max-width:72%}.msg-in{align-self:flex-start}.msg-out{align-self:flex-end}.msg-grouped{margin-top:-4px}.msg-bubble{position:relative;padding:8px 12px 6px;border-radius:14px;background:var(--surface);box-shadow:var(--shadow);min-width:90px;word-break:break-word}.msg-in .msg-bubble{border-bottom-left-radius:4px}.msg-out .msg-bubble{background:var(--primary-soft);border-bottom-right-radius:4px}.msg-pending .msg-bubble{opacity:.6}.msg-author{font-size:12px;font-weight:600;color:var(--primary);margin-bottom:2px}.msg-in .msg-author{color:var(--success)}.msg-text{white-space:pre-wrap}.msg-reply{display:flex;flex-direction:column;border-left:3px solid var(--primary);padding:2px 8px;margin-bottom:6px;font-size:12px;background:#ffffff80;border-radius:4px}.msg-reply-author{font-weight:600}.msg-reply-text{color:var(--text-muted);overflow:hidden;text-overflow:ellipsis;white-space:nowrap;max-width:320px}.msg-meta{display:flex;justify-content:flex-end;align-items:center;gap:6px;margin-top:2px;font-size:11px;color:var(--text-muted)}.msg-reply-btn{border:none;background:transparent;color:var(--text-muted);opacity:0;padding:0 2px;font-size:13px}.msg:hover .msg-reply-btn{opacity:1}.msg-attachment{display:block;margin-top:6px;max-width:320px}.msg-image img{max-width:320px;max-height:320px;border-radius:8px;display:block}.msg-video{max-width:320px;border-radius:8px}.msg-file{display:flex;align-items:center;gap:8px;padding:6px 8px;border-radius:8px;background:#0000000a}.composer{padding:12px 20px 14px;background:var(--surface);border-top:1px solid var(--border)}.composer-row{display:flex;gap:10px;align-items:flex-end}.composer textarea{resize:none;max-height:200px;line-height:1.4}.composer textarea:disabled{background:var(--surface-2);color:var(--text-muted)}.composer-reply{display:flex;align-items:center;justify-content:space-between;gap:8px;padding:4px 8px 4px 12px;margin-bottom:8px;border-left:3px solid var(--primary);background:var(--primary-soft);border-radius:6px;font-size:13px}.composer-reply-text{overflow:hidden;text-overflow:ellipsis;white-space:nowrap}.composer-hint{font-size:12px;margin-top:6px}.drawer{background:var(--surface);border-left:1px solid var(--border);overflow-y:auto;min-height:0}.drawer-header{display:flex;align-items:center;justify-content:space-between;padding:14px 16px;border-bottom:1px solid var(--border);position:sticky;top:0;background:var(--surface)}.drawer-section{padding:16px;border-bottom:1px solid var(--border)}.drawer-section h4{font-size:12px;text-transform:uppercase;letter-spacing:.06em;color:var(--text-muted);margin-bottom:10px}.drawer-user{display:flex;gap:12px;align-items:center;margin-bottom:12px}.drawer-user-name{font-weight:600;font-size:15px}.kv{display:grid;grid-template-columns:1fr 1.4fr;gap:6px 10px;margin:0;font-size:13px}.kv dt{color:var(--text-muted)}.kv dd{margin:0;min-width:0;overflow-wrap:anywhere}.escalation-card{margin-top:12px;padding:10px 12px;background:var(--warning-soft);border-radius:var(--radius-sm);display:flex;flex-direction:column;gap:8px;font-size:13px}.timeline{list-style:none;margin:0;padding:0 0 0 14px;border-left:2px solid var(--border);display:flex;flex-direction:column;gap:12px}.timeline-item{position:relative;font-size:13px}.timeline-item:before{content:"";position:absolute;left:-19px;top:5px;width:8px;height:8px;border-radius:50%;background:var(--text-muted)}.timeline-escalated:before{background:var(--warning)}.timeline-taken:before,.timeline-reassigned:before{background:var(--primary)}.timeline-closed:before,.timeline-auto_closed:before{background:var(--success)}.timeline-title{font-weight:500}.timeline-note{margin-top:4px;padding:6px 8px;border-radius:6px;background:var(--surface-2);white-space:pre-wrap}.history{list-style:none;margin:0;padding:0;display:flex;flex-direction:column;gap:10px}.history-top{display:flex;align-items:center;gap:8px;font-size:13px}.history-preview{margin-top:2px;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}.modal-backdrop{position:fixed;top:0;right:0;bottom:0;left:0;background:#11182773;display:grid;place-items:center;z-index:50}.modal{width:100%;max-width:440px;background:var(--surface);border-radius:16px;box-shadow:var(--shadow-lg);overflow:hidden}.modal-header{display:flex;align-items:center;justify-content:space-between;padding:16px 20px 8px}.modal-header h2{font-size:17px}.modal-body{padding:8px 20px 16px}.modal-body p{margin-top:0}.modal-footer{display:flex;justify-content:flex-end;gap:8px;padding:12px 20px 16px;border-top:1px solid var(--border)}.radio-list{display:flex;flex-direction:column;gap:6px;max-height:320px;overflow-y:auto}.radio-item{display:flex;align-items:center;gap:10px;padding:10px 12px;border:1px solid var(--border);border-radius:var(--radius-sm);cursor:pointer}.radio-item.selected{border-color:var(--primary);background:var(--primary-soft)}.toasts{position:fixed;right:20px;bottom:20px;display:flex;flex-direction:column;gap:8px;z-index:100;max-width:360px}.toast{padding:10px 14px;border-radius:var(--radius-sm);background:#111827;color:#fff;box-shadow:var(--shadow-lg);font-size:13px;animation:toast-in .2s ease-out}.toast-success{background:var(--success)}.toast-error{background:var(--danger)}@keyframes toast-in{0%{transform:translateY(8px);opacity:0}to{transform:none;opacity:1}}@media (max-width: 1100px){:root{--list-w: 300px;--drawer-w: 300px}}@media (max-width: 900px){.inbox{grid-template-columns:64px var(--list-w) 1fr}.sidebar .nav-label,.sidebar .logo-text,.sidebar .me,.sidebar .ws-status{display:none}.sidebar{padding:12px 8px}.nav-item{justify-content:center}.nav-count{position:absolute;transform:translate(14px,-12px)}.chat-panel.with-drawer{grid-template-columns:1fr}.drawer{position:fixed;right:0;top:0;bottom:0;width:var(--drawer-w);box-shadow:var(--shadow-lg);z-index:20}}