@import "https://fonts.googleapis.com/css2?family=Inter:wght@400;500;600;700&display=swap";:root{color:#050505;--surface:#fff;--hover:#f0f2f5;--rail:#f7f8fa;--text:#050505;--text-muted:#65676b;--text-faint:#8a8d91;--border:#e4e6eb;--border-strong:#d3d7de;--brand:#0866ff;--brand-strong:#0a58d0;--brand-soft:#ebf3ff;--incoming:#f0f2f5;--risk-normal:#31a24c;--risk-attention:#e58600;--risk-urgent:#e11900;background:#fff;font-family:Inter,Segoe UI,Roboto,system-ui,-apple-system,sans-serif}*{box-sizing:border-box}body{background:var(--surface);-webkit-font-smoothing:antialiased;min-width:320px;min-height:100vh;margin:0}button,textarea,input,select{font:inherit;color:inherit}button{cursor:pointer}h1,h2,p{margin-top:0}h1{letter-spacing:-.01em;margin-bottom:0;font-size:1.35rem;font-weight:700}h2{letter-spacing:-.01em;margin-bottom:4px;font-weight:600}.eyebrow{color:var(--text-muted);margin-bottom:2px;font-size:.78rem;font-weight:600}.app-shell{min-height:100vh}.officer-layout{grid-template-columns:64px minmax(0,1fr);height:100vh;transition:grid-template-columns .18s;display:grid;position:relative;overflow:hidden}.officer-layout.menu-collapsed{grid-template-columns:0 minmax(0,1fr)}.officer-layout.menu-collapsed .nav-rail{opacity:0;pointer-events:none;overflow:hidden;transform:translate(-100%)}.officer-route{min-width:0;min-height:0;overflow:auto}.rail-reopen{z-index:30;border:1px solid var(--border);width:38px;height:38px;color:var(--text-muted);background:var(--surface);border-radius:10px;place-items:center;padding:0;display:grid;position:fixed;bottom:12px;left:8px;box-shadow:0 8px 24px #0000001f}.rail-reopen:hover{color:var(--text);background:var(--hover)}.workspace{background:var(--surface);grid-template-columns:minmax(300px,350px) minmax(0,1fr);height:100vh;display:grid}.nav-rail{z-index:5;border-right:1px solid var(--border);background:var(--rail);flex-direction:column;align-items:center;min-width:64px;min-height:0;padding:12px 8px 8px;transition:opacity .14s,transform .18s;display:flex;position:relative}.rail-brand{color:#fff;background:var(--brand);border-radius:12px;place-items:center;width:40px;height:40px;font-size:.72rem;font-weight:800;display:grid}.rail-brand img{object-fit:contain;background:#fff;border-radius:12px;width:100%;height:100%}.rail-actions{gap:8px;margin-top:20px;display:grid}.rail-action{width:40px;height:40px;color:var(--text-muted);background:0 0;border:0;border-radius:10px;place-items:center;padding:0;text-decoration:none;display:grid}.rail-action:hover,.rail-action.active{color:var(--text);background:var(--hover)}.rail-bottom{flex-direction:column;align-items:center;gap:6px;width:100%;margin-top:auto;display:flex;position:relative}.rail-avatar{color:#fff;background:hsl(var(--hue,214) 48% 46%);border:0;border-radius:50%;place-items:center;width:38px;height:38px;padding:0;font-size:.72rem;font-weight:700;display:grid}.rail-collapse{width:38px;height:30px;color:var(--text-muted);background:0 0;border:0;border-radius:9px;place-items:center;padding:0;font-size:1.35rem;display:grid}.rail-collapse:hover{color:var(--text);background:var(--hover)}.rail-account-menu{z-index:20;border:1px solid var(--border);background:var(--surface);border-radius:14px;gap:4px;width:250px;padding:14px;display:grid;position:absolute;bottom:34px;left:48px;box-shadow:0 12px 36px #00000029}.rail-account-menu span{color:var(--text-muted);font-size:.78rem}.rail-account-link,.rail-account-menu button{text-align:left;background:0 0;border:0;border-radius:9px;align-items:center;gap:8px;margin-top:8px;padding:9px 10px;font-weight:600;text-decoration:none;display:flex}.rail-account-link{color:var(--text)}.rail-account-link:hover{background:var(--hover)}.rail-account-menu .rail-signout{color:var(--risk-urgent);margin-top:0}.rail-account-menu .rail-signout:hover{background:#fdecec}.avatar{color:#fff;-webkit-user-select:none;user-select:none;background:hsl(var(--hue,214) 48% 46%);border-radius:50%;flex:none;place-items:center;width:44px;height:44px;font-size:.9rem;font-weight:600;display:inline-grid;position:relative}.avatar-sm{width:32px;height:32px;font-size:.72rem}.avatar-lg{width:44px;height:44px;font-size:.95rem}.avatar-bot{background:#6b7280;font-size:.7rem;font-weight:700}.risk-ring{border:2px solid var(--surface);background:var(--risk-normal);border-radius:50%;width:12px;height:12px;position:absolute;bottom:-1px;right:-1px}.risk-ring.risk-normal{display:none}.risk-ring.risk-attention{background:var(--risk-attention)}.risk-ring.risk-urgent{background:var(--risk-urgent)}.queue-panel{border-right:1px solid var(--border);background:var(--surface);flex-direction:column;min-width:0;min-height:0;transition:opacity .12s;display:flex}.sidebar-head{border-bottom:1px solid var(--border);gap:10px;padding:14px 16px;display:grid}.brand{align-items:center;gap:10px;display:flex}.brand-mark{background:var(--brand);color:#fff;border-radius:50%;flex:none;place-items:center;width:38px;height:38px;font-size:.82rem;font-weight:700;display:grid}.brand-copy{min-width:0;display:grid}.brand-copy strong{font-size:.98rem;font-weight:700}.brand-copy span{color:var(--text-muted);font-size:.8rem}.account{background:var(--rail);border-radius:10px;align-items:center;gap:10px;padding:8px;display:flex}.account-copy{flex:1;min-width:0;display:grid}.account-copy strong{text-overflow:ellipsis;white-space:nowrap;font-size:.86rem;font-weight:600;overflow:hidden}.account-copy span{color:var(--text-muted);text-overflow:ellipsis;white-space:nowrap;font-size:.76rem;overflow:hidden}.quiet-button{color:var(--brand);background:0 0;border:0;padding:0;font-size:.84rem;font-weight:600}.quiet-button:hover{text-decoration:underline}.panel-heading{justify-content:space-between;align-items:center;gap:16px;padding:12px 16px 8px;display:flex}.panel-heading h2{letter-spacing:-.01em;margin:0;font-size:1.28rem;font-weight:700}.panel-heading .eyebrow{display:none}.queue-controls{gap:10px;padding:0 12px 10px;display:grid}.filter-row{flex-wrap:wrap;gap:6px;display:flex}.filter-chip{background:var(--hover);color:var(--text-muted);border:0;border-radius:999px;align-items:center;gap:6px;padding:6px 12px;font-size:.82rem;font-weight:600;display:inline-flex}.filter-chip:hover{background:var(--border)}.filter-chip.active{color:#fff;background:var(--brand)}.filter-count{min-width:18px;height:18px;color:inherit;background:#00000014;border-radius:999px;place-items:center;padding:0 5px;font-size:.72rem;font-weight:700;display:inline-grid}.filter-chip.active .filter-count{background:#ffffff47}.queue-search{background:var(--hover);border:0;border-radius:999px;padding:9px 14px;font-size:.9rem}.queue-search:focus{box-shadow:0 0 0 2px var(--brand-soft), inset 0 0 0 1px var(--brand);outline:none}.queue-secondary-controls,.saved-view-row,.bulk-actions{align-items:center;gap:7px;display:flex}.queue-secondary-controls select,.saved-view-row input{border:1px solid var(--border);background:var(--surface);border-radius:8px;flex:1;min-width:0;padding:8px 9px}.saved-view-row{margin-top:7px}.bulk-actions{background:var(--rail);border-radius:8px;justify-content:space-between;margin-top:7px;padding:8px;font-size:.78rem}.bulk-actions button{border:1px solid var(--border);background:var(--surface);border-radius:7px;padding:6px 8px}.conversation-item.selected{box-shadow:inset 0 0 0 2px var(--brand)}.sla-badge{border-radius:999px;margin-left:6px;padding:2px 7px;font-size:.7rem;font-weight:700;display:inline-flex}.sla-breached{color:#9f1d1d;background:#fdecec}.sla-soon{color:#9a5a00;background:#fff2df}.conversation-list{flex-direction:column;gap:2px;padding:4px 8px 12px;display:flex;overflow:auto}.conversation-item{text-align:left;background:0 0;border:0;border-radius:10px;align-items:center;gap:12px;width:100%;padding:8px 10px;display:flex}.conversation-item:hover{background:var(--hover)}.conversation-item.active{background:var(--brand-soft)}.conversation-copy{flex-direction:column;flex:1;gap:1px;min-width:0;display:flex}.conversation-top{justify-content:space-between;align-items:baseline;gap:8px;display:flex}.conversation-top strong{min-width:0;color:var(--text);text-overflow:ellipsis;white-space:nowrap;font-size:.92rem;font-weight:600;overflow:hidden}.conversation-top time{color:var(--text-faint);flex:none;font-size:.76rem}.conversation-preview{color:var(--text-muted);text-overflow:ellipsis;white-space:nowrap;font-size:.86rem;overflow:hidden}.conversation-copy small{color:var(--text-faint);margin-top:2px;font-size:.76rem}.conversation-item.unread .conversation-top strong{font-weight:700}.conversation-item.unread .conversation-preview{color:var(--text);font-weight:600}.badge{color:#fff;background:var(--brand);border-radius:999px;flex:none;place-items:center;min-width:20px;height:20px;padding:0 6px;font-size:.72rem;font-weight:700;display:grid}.empty-copy{color:var(--text-muted);text-align:center;padding:24px 20px;font-size:.9rem}.status-tag{border-radius:999px;padding:2px 9px;font-size:.74rem;font-weight:600;display:inline-block}.status-neutral{background:var(--hover);color:#55606b}.status-info{background:var(--brand-soft);color:var(--brand-strong)}.status-attention{color:#b3730a;background:#fff2df}.status-active{color:#1f7a3d;background:#e4f5e9}.status-done{background:var(--hover);color:#6a766e}.conversation-panel{background:var(--surface);grid-template-columns:minmax(0,1fr) 300px;min-width:0;min-height:0;display:grid}.conversation-main{flex-direction:column;min-width:0;min-height:0;display:flex}.conversation-header{border-bottom:1px solid var(--border);justify-content:space-between;align-items:center;gap:12px;min-height:66px;padding:8px 14px;display:flex}.conversation-identity{align-items:center;gap:12px;min-width:0;display:flex}.conversation-header h2{text-overflow:ellipsis;white-space:nowrap;max-width:360px;margin:0;font-size:.96rem;font-weight:700;overflow:hidden}.conversation-header .eyebrow{font-size:.76rem}.header-tags{flex-wrap:wrap;align-items:center;gap:6px;margin-top:5px;display:flex}.risk-tag{background:var(--hover);color:#55606b;border-radius:999px;padding:2px 9px;font-size:.74rem;font-weight:600}.risk-tag.risk-attention{color:#b3730a;background:#fff2df}.risk-tag.risk-urgent{color:var(--risk-urgent);background:#fdecec}.assignee{color:var(--text-muted);font-size:.82rem}.label-chip{background:var(--hover);color:#55606b;border-radius:999px;padding:2px 10px;font-size:.76rem}.header-actions{flex:none;gap:6px;display:flex}.conversation-header button{min-height:32px;color:var(--brand-strong);background:var(--brand-soft);border:1px solid #cfe0ff;border-radius:8px;padding:6px 12px;font-size:.8rem;font-weight:600}.conversation-header .action-primary{border-color:var(--brand);color:#fff;background:var(--brand)}.conversation-header .action-secondary{border-color:var(--border-strong);color:var(--text-muted);background:var(--surface)}.conversation-header .action-primary:hover:not(:disabled){background:var(--brand-strong)}.conversation-header .action-secondary:hover:not(:disabled){color:var(--text);background:var(--hover)}button:disabled{cursor:not-allowed;opacity:.5}.message-list{background:var(--surface);flex-direction:column;flex:1;gap:4px;padding:18px 18px 8px;display:flex;overflow:auto}.msg-row{align-items:flex-end;gap:8px;max-width:100%;margin-top:6px;display:flex}.msg-row-citizen{justify-content:flex-start}.msg-row-officer,.msg-row-bot{flex-direction:row-reverse}.msg-row-system{justify-content:center;margin:8px 0}.msg-column{flex-direction:column;gap:3px;min-width:0;max-width:min(70%,560px);display:flex}.msg-row-officer .msg-column,.msg-row-bot .msg-column{align-items:flex-end}.msg-meta{color:var(--text-faint);padding:0 6px;font-size:.72rem;font-weight:500}.message{word-break:break-word;border-radius:18px;padding:9px 14px;font-size:.94rem;line-height:1.45}.message p{white-space:pre-wrap;margin:0}.message a{margin-top:6px;font-size:.84rem;text-decoration:underline;display:block}.message-with-attachments{padding:6px;overflow:hidden}.message-with-attachments>p{padding:3px 8px 6px}.message-attachments{gap:6px;min-width:180px;max-width:420px;display:grid}.message-attachments a{margin:0;text-decoration:none}.attachment-image{background:#dde1e7;border-radius:13px;overflow:hidden}.attachment-image img{object-fit:contain;width:100%;max-height:360px;display:block}.attachment-audio{width:min(320px,100%);height:38px;display:block}.attachment-video{background:#111;border-radius:12px;width:min(420px,100%);max-height:360px;display:block}.attachment-file{background:#ffffffb8;border-radius:10px;align-items:center;gap:9px;min-width:220px;padding:9px 11px;color:var(--text)!important;display:flex!important}.attachment-file>span:last-child{min-width:0;font-weight:600;display:grid}.attachment-file small{color:var(--text-muted);text-overflow:ellipsis;white-space:nowrap;font-size:.7rem;font-weight:400;overflow:hidden}.attachment-unavailable{color:var(--text-muted);padding:8px 10px;font-size:.78rem}.msg-row-citizen .message{background:var(--incoming);color:var(--text);border-bottom-left-radius:5px}.msg-row-citizen .message a{color:var(--brand-strong)}.msg-row-officer .message{background:var(--brand);color:#fff;border-bottom-right-radius:5px}.msg-row-officer .message a{color:#dbe7ff}.msg-row-bot .message{background:var(--incoming);color:var(--text);border-bottom-right-radius:5px}.msg-row-bot .message a{color:var(--brand-strong)}.msg-row-system .message{color:var(--text-muted);text-align:center;background:0 0;border-radius:0;font-size:.8rem}.ai-badge{color:#fff;background:#6b7280;border-radius:999px;margin-left:6px;padding:0 7px;font-size:.66rem;font-weight:700;display:inline-block}.citation-plain{color:var(--text-muted);margin-top:6px;font-size:.84rem;display:block}.ai-feedback{gap:6px;padding:2px 4px 0;display:flex}.ai-feedback button{border:1px solid var(--border-strong);background:var(--surface);color:var(--text-muted);border-radius:999px;padding:4px 12px;font-size:.76rem;font-weight:600}.ai-feedback button:hover:not(:disabled){background:var(--hover)}.ai-feedback .feedback-active{border-color:var(--brand);color:#fff;background:var(--brand)}.inline-error{color:#b42318;background:#fdecec;margin:0;padding:10px 18px;font-size:.86rem;font-weight:500}.info-panel{border-left:1px solid var(--border);background:var(--surface);min-width:0;overflow:auto}.info-profile{text-align:left;align-items:center;gap:10px;padding:12px 14px;display:flex}.info-profile .avatar-lg{width:36px;height:36px;font-size:.78rem}.info-profile-copy{gap:2px;min-width:0;display:grid}.info-profile-copy strong{text-overflow:ellipsis;white-space:nowrap;font-size:.86rem;overflow:hidden}.info-profile-copy>span{color:var(--text-muted);font-size:.72rem}.panel-group-label{border-top:1px solid var(--border);color:var(--text-faint);background:var(--rail);letter-spacing:.08em;text-transform:uppercase;margin:0;padding:12px 14px 5px;font-size:.65rem;font-weight:800}.info-section{border-top:1px solid var(--border)}.info-section summary{cursor:pointer;align-items:center;gap:7px;min-height:40px;padding:8px 14px;font-size:.8rem;font-weight:700;list-style:none;display:flex}.info-section summary::-webkit-details-marker{display:none}.info-section summary:after{content:"›";color:var(--text-faint);flex:none;margin-left:auto;font-size:1rem;font-weight:500;transition:transform .15s;transform:rotate(0)}.info-section summary:has(.section-count):after{margin-left:0}.info-section[open]>summary:after{transform:rotate(90deg)}.info-section summary:hover{background:var(--hover)}.section-count{min-width:20px;height:20px;color:var(--text-muted);background:var(--hover);border-radius:999px;place-items:center;margin-left:auto;padding:0 6px;font-size:.67rem;font-weight:700;display:inline-grid}.info-section dl{gap:7px;margin:0;padding:0 14px 12px;display:grid}.info-section dl div{justify-content:space-between;gap:12px;font-size:.8rem;display:flex}.info-section dt{color:var(--text-muted)}.info-section dd{text-align:right;margin:0;font-weight:600}.tool-block{background:var(--surface);align-content:start;gap:5px;padding:0 14px 12px;display:grid}.tool-block label{color:var(--text-muted);font-size:.72rem;font-weight:600}.tool-block input,.tool-block textarea,.tool-block select{border:1px solid var(--border-strong);background:var(--surface);border-radius:7px;min-width:0;min-height:34px;padding:6px 9px;font-size:.8rem}.tool-block input:focus,.tool-block textarea:focus,.tool-block select:focus{border-color:var(--brand);box-shadow:0 0 0 2px var(--brand-soft);outline:none}.tool-block textarea{resize:vertical;min-height:48px}.tool-block button{color:#fff;background:var(--brand);border:0;border-radius:7px;min-height:32px;padding:6px 10px;font-size:.78rem;font-weight:600}.tool-block button:hover:not(:disabled){background:var(--brand-strong)}.tool-row{flex-wrap:wrap;align-items:center;gap:8px;display:flex}.note-list{gap:6px;margin:4px 0 0;padding:0;list-style:none;display:grid}.note-list li{background:var(--rail);color:var(--text-muted);border-radius:8px;padding:8px 10px;font-size:.84rem}.note-list li.task-done{opacity:.62;text-decoration:line-through}.note-list li button{border:1px solid var(--border);background:var(--surface);border-radius:6px;margin-top:5px;padding:5px 8px}.assignment-list{margin:0;padding:0 14px 12px}.citizen-field{gap:4px;display:grid}.citizen-hint{color:var(--text-faint);margin:0;padding:0 16px;font-size:.78rem}.citizen-identities{flex-wrap:wrap;gap:6px;padding:0 14px 12px;display:flex}.identity-chip{border:1px solid var(--border);background:var(--rail);border-radius:999px;align-items:center;gap:6px;padding:4px 10px;font-size:.76rem;font-weight:600;display:inline-flex}.identity-dot{background:var(--text-faint);border-radius:50%;width:8px;height:8px}.identity-dot.channel-meta_messenger,.identity-dot.channel-chatwoot{background:var(--brand)}.identity-dot.channel-zalo_oa{background:#0068ff}.merge-list{gap:6px;margin:0;padding:0;list-style:none;display:grid}.merge-list li{background:var(--brand-soft);border-radius:8px;justify-content:space-between;align-items:center;gap:10px;padding:8px 10px;font-size:.84rem;display:flex}.merge-list small{color:var(--text-muted)}.merge-list button{color:#fff;background:var(--brand);border:0;border-radius:999px;padding:5px 12px;font-size:.78rem;font-weight:600}.merge-list button:hover:not(:disabled){background:var(--brand-strong)}.composer{border-top:1px solid var(--border);background:var(--surface);grid-template-columns:1fr auto;align-items:center;gap:8px;padding:9px 14px;display:grid}.composer label{color:var(--text-muted);grid-column:1/-1;font-size:.78rem;font-weight:600}.composer textarea{resize:vertical;background:var(--hover);border:0;border-radius:12px;min-height:38px;max-height:120px;padding:9px 13px;font-size:.86rem}.composer textarea:focus{box-shadow:inset 0 0 0 1px var(--brand);outline:none}.composer button{color:#fff;background:var(--brand);border:0;border-radius:9px;min-height:38px;padding:8px 15px;font-size:.82rem;font-weight:600}.composer button:hover:not(:disabled){background:var(--brand-strong)}.empty-conversation,.centered-state{text-align:center;place-items:center;min-height:100%;padding:40px;display:grid}.empty-conversation{color:var(--text-muted);grid-column:1/-1}.centered-state{min-height:100vh}.state-card{border:1px solid var(--border);background:var(--surface);border-radius:16px;max-width:520px;padding:30px;box-shadow:0 12px 40px #00000014}.state-card button,.empty-conversation button{color:#fff;background:var(--brand);border:0;border-radius:999px;margin-top:12px;padding:10px 20px;font-weight:600}.state-card a{color:var(--brand);font-weight:600}.profile-page{width:min(980px,100% - 48px);margin:0 auto;padding:56px 0}.profile-heading{border-bottom:1px solid var(--border);align-items:center;gap:22px;padding-bottom:30px;display:flex}.profile-heading h1{font-size:clamp(1.8rem,3vw,2.5rem)}.profile-heading p:last-child{color:var(--text-muted);margin:8px 0 0}.profile-avatar{color:#fff;background:hsl(var(--hue,214) 48% 46%);border-radius:50%;flex:0 0 84px;place-items:center;width:84px;height:84px;font-size:1.35rem;font-weight:700;display:grid}.profile-grid{grid-template-columns:repeat(3,minmax(0,1fr));gap:14px;margin-top:28px;display:grid}.profile-grid article{border:1px solid var(--border);background:var(--surface);border-radius:12px;gap:13px;min-height:122px;padding:20px;display:flex}.profile-grid article>svg{color:var(--text-muted);flex:none}.profile-grid article div{align-content:start;gap:8px;display:grid}.profile-grid span{color:var(--text-muted);font-size:.8rem}.profile-grid strong{line-height:1.45}@media (width<=860px){.officer-layout{grid-template-columns:54px minmax(0,1fr);height:100vh}.officer-layout.menu-collapsed{grid-template-columns:0 minmax(0,1fr)}.nav-rail{min-width:54px}.workspace{grid-template-columns:minmax(0,1fr);height:100%;overflow:auto}.queue-panel{border-right:0;border-bottom:1px solid var(--border);max-height:48vh}.conversation-panel{grid-template-columns:minmax(0,1fr);min-height:560px}.info-panel{border-left:0;border-top:1px solid var(--border)}.msg-column{max-width:84%}.profile-grid{grid-template-columns:1fr}.crm-metrics{grid-template-columns:repeat(2,minmax(0,1fr))}}.chip{color:#55606b;background:var(--hover);white-space:nowrap;border:1px solid #0000;border-radius:999px;align-items:center;gap:5px;max-width:100%;min-height:24px;padding:2px 9px;font-size:.74rem;font-weight:600;line-height:1.2;display:inline-flex}.chip svg{flex:none}.chip-danger{color:#b42318;background:#fdecec}.chip-warning{color:#9a5a00;background:#fff2df}.chip-success{color:#1f7a3d;background:#e4f5e9}.chip-neutral{color:#55606b;background:var(--hover)}.chip-accent{color:var(--brand-strong);background:var(--brand-soft)}.chip-button{border:1px solid var(--border);background:var(--surface);cursor:pointer}.chip-button:hover:not(:disabled){background:var(--hover)}.chip-button.chip-accent{background:var(--brand-soft);border-color:#cfe0ff}.chip-dashed{border-style:dashed;border-color:var(--border-strong);color:var(--text-muted)}.chip-remove{width:16px;height:16px;color:inherit;opacity:.65;background:0 0;border:0;border-radius:50%;place-items:center;margin-right:-4px;padding:0;display:inline-grid}.chip-remove:hover{opacity:1;background:#00000014}.chip-select{padding-right:4px;position:relative}.chip-select select{color:inherit;font-size:inherit;font-weight:inherit;cursor:pointer;background:0 0;border:0;padding:0 2px}.chip-select select:focus{outline:none}.chip-select:focus-within{box-shadow:0 0 0 2px var(--brand-soft)}.chip-form input{border:1px solid var(--brand);border-radius:999px;width:150px;min-height:24px;padding:2px 10px;font-size:.74rem}.chip-form input:focus{box-shadow:0 0 0 2px var(--brand-soft);outline:none}.icon-button{width:32px;height:32px;color:var(--text-muted);background:0 0;border:0;border-radius:8px;place-items:center;padding:0;display:inline-grid;position:relative}.icon-button:hover,.icon-button.active{color:var(--text);background:var(--hover)}.icon-button.active{color:var(--brand)}.icon-text-button{color:var(--brand);background:0 0;border:0;border-radius:6px;justify-self:start;align-items:center;gap:5px;padding:4px 6px;font-size:.78rem;font-weight:600;display:inline-flex}.icon-text-button:hover{background:var(--brand-soft)}.link-button{color:var(--brand);background:0 0;border:0;padding:0;font-weight:600;text-decoration:underline}.tool-block .link-button,.tool-block .icon-text-button{min-height:0;color:var(--brand);background:0 0}.tool-block .icon-text-button:hover:not(:disabled){background:var(--brand-soft)}.tool-block .action-secondary{color:var(--text-muted);background:var(--hover)}.tool-block .action-secondary:hover:not(:disabled){color:var(--text);background:var(--border)}.header-meta{color:var(--text-muted);flex-wrap:wrap;align-items:center;gap:8px;margin-top:3px;font-size:.76rem;display:flex}.message-list-wrap{flex-direction:column;flex:1;min-height:0;display:flex;position:relative}.message-list{gap:2px}.day-divider{color:var(--text-faint);align-items:center;gap:12px;margin:14px 0 6px;font-size:.72rem;font-weight:600;display:flex}.day-divider:before,.day-divider:after{content:"";background:var(--border);flex:1;height:1px}.event-line{color:var(--text-muted);background:var(--rail);text-align:center;border-radius:999px;align-self:center;margin:8px 0;padding:3px 12px;font-size:.74rem}.msg-row{margin-top:1px}.msg-row.msg-first{margin-top:10px}.msg-avatar-slot{flex:0 0 32px;width:32px}.msg-row-officer .msg-avatar-slot{display:none}.msg-row-citizen:not(.msg-last) .message{border-bottom-left-radius:5px}.msg-row-citizen:not(.msg-first) .message{border-top-left-radius:5px}.msg-row-officer:not(.msg-last) .message,.msg-row-bot:not(.msg-last) .message{border-bottom-right-radius:5px}.msg-row-officer:not(.msg-first) .message,.msg-row-bot:not(.msg-first) .message{border-top-right-radius:5px}.msg-row-bot .message{border:1px dashed var(--border-strong);background:var(--rail)}.ai-verdict{border-radius:999px;margin-left:6px;padding:0 7px;font-size:.66rem;font-weight:700}.verdict-correct{color:#1f7a3d;background:#e4f5e9}.verdict-incorrect{color:#b42318;background:#fdecec}.verdict-missing_source{color:#9a5a00;background:#fff2df}.citation-row{flex-wrap:wrap;justify-content:flex-end;gap:5px;max-width:100%;display:flex}.citation-chip{border:1px solid var(--border);max-width:280px;color:var(--text-muted);background:var(--surface);text-overflow:ellipsis;white-space:nowrap;border-radius:999px;align-items:center;gap:5px;padding:3px 9px;font-size:.72rem;text-decoration:none;display:inline-flex;overflow:hidden}a.citation-chip:hover{color:var(--brand-strong);background:var(--brand-soft);border-color:#cfe0ff}.ai-feedback{opacity:0;transition:opacity .12s}.ai-feedback button{padding:2px 10px;font-size:.72rem}.msg-row:hover .ai-feedback,.msg-row:focus-within .ai-feedback{opacity:1}@media (hover:none){.ai-feedback{opacity:1}}.new-messages{color:#fff;background:var(--brand);border:0;border-radius:999px;align-items:center;gap:6px;padding:6px 14px;font-size:.78rem;font-weight:600;display:inline-flex;position:absolute;bottom:12px;left:50%;transform:translate(-50%);box-shadow:0 6px 18px #0866ff4d}.context-bar{border-top:1px solid var(--border);background:var(--rail);flex-wrap:wrap;align-items:center;gap:6px;padding:7px 14px;display:flex}.context-window{margin-left:auto}.composer-area{border-top:1px solid var(--border);background:var(--surface);position:relative}.composer-banner{color:#7a4a00;background:#fff8ec;border:1px solid #ffe0b2;border-radius:10px;align-items:center;gap:8px;margin:8px 14px 0;padding:8px 12px;font-size:.8rem;display:flex}.composer-banner span{flex:1}.composer-banner button{color:#fff;background:var(--brand);border:0;border-radius:8px;flex:none;padding:6px 12px;font-size:.78rem;font-weight:600}.quick-replies{scrollbar-width:thin;gap:6px;padding:8px 14px 0;display:flex;overflow-x:auto}.quick-reply{border:1px solid var(--border);background:var(--surface);flex:none;padding-right:6px}.quick-reply-text{max-width:220px;color:inherit;font:inherit;text-overflow:ellipsis;white-space:nowrap;background:0 0;border:0;padding:0;overflow:hidden}.quick-reply:hover{background:var(--hover)}.quick-reply-shared{max-width:220px;color:var(--brand-strong);text-overflow:ellipsis;white-space:nowrap;border-color:#cfe0ff;flex:none;overflow:hidden}.composer{border-top:0;padding:6px 14px 10px;display:block}.composer-modes{gap:2px;margin-bottom:6px;display:flex}.composer .composer-modes button{min-height:0;color:var(--text-muted);background:0 0;border-radius:7px;align-items:center;gap:5px;padding:4px 10px;font-size:.76rem;display:inline-flex}.composer .composer-modes button:hover:not(:disabled){color:var(--text);background:var(--hover)}.composer .composer-modes button.active{color:var(--brand-strong);background:var(--brand-soft)}.composer-note .composer-modes button.active{color:#7a5b00;background:#fff4c2}.composer-row{align-items:flex-end;gap:8px;display:flex}.composer-row textarea{resize:none;flex:1;min-height:40px;max-height:144px;line-height:1.45;overflow-y:auto}.composer-row button{flex:none;align-items:center;gap:6px;display:inline-flex}.composer-note .composer-row textarea{background:#fffbe6;box-shadow:inset 0 0 0 1px #f5dc7a}.composer-note .composer-row button{color:#3d2e00;background:#f5c518}.composer-note .composer-row button:hover:not(:disabled){background:#e0b300}.conversation-main{position:relative}.toast{z-index:20;color:#fff;background:#b42318;border-radius:10px;align-items:flex-start;gap:10px;max-width:min(420px,100% - 32px);padding:10px 12px 10px 14px;font-size:.84rem;font-weight:500;display:flex;position:absolute;bottom:150px;right:16px;box-shadow:0 10px 30px #0003}.toast button{color:inherit;background:0 0;border:0;border-radius:6px;place-items:center;padding:2px;display:grid}.toast button:hover{background:#ffffff2e}.empty-conversation{align-content:center;gap:6px}.empty-conversation h2{color:var(--text);margin:6px 0 0;font-size:1.1rem}.empty-icon{color:var(--text-faint);justify-self:center}.empty-hint{max-width:420px;color:var(--text-muted);margin:0;font-size:.88rem}.empty-stats{grid-template-columns:repeat(3,minmax(96px,1fr));gap:10px;margin-top:14px;display:grid}.empty-stats div{border:1px solid var(--border);background:var(--rail);border-radius:12px;gap:2px;padding:12px 16px;display:grid}.empty-stats strong{color:var(--text);font-size:1.4rem}.empty-stats span{font-size:.74rem}.empty-stats .stat-danger{background:#fdecec;border-color:#f6c9c4}.empty-stats .stat-danger strong{color:#b42318}.empty-stats .stat-warning{background:#fff8ec;border-color:#ffe0b2}.empty-stats .stat-warning strong{color:#9a5a00}.info-card{padding:12px 14px}.info-card .citizen-hint{padding:0}.info-card .inline-error{border-radius:8px;margin:8px 0 0;padding:8px 10px}.info-card>button{color:#fff;background:var(--brand);border:0;border-radius:7px;margin-top:8px;padding:6px 12px;font-size:.78rem;font-weight:600}.info-card-head{justify-content:space-between;align-items:center;margin-bottom:6px;display:flex}.info-card-head .panel-group-label{background:0 0;border:0;padding:0}.info-card .tool-block{padding:0 0 4px}.profile-list{gap:6px;margin:0 0 10px;display:grid}.profile-list div{grid-template-columns:96px minmax(0,1fr);gap:8px;font-size:.8rem;display:grid}.profile-list dt{color:var(--text-muted)}.profile-list dd{overflow-wrap:anywhere;margin:0;font-weight:600}.profile-list .empty-value{color:var(--text-faint);font-style:italic;font-weight:400}.info-card .citizen-identities{padding:0}.section-meta{color:var(--text-muted);margin-left:auto;font-size:.7rem;font-weight:600}.info-section summary:has(.section-meta):after{margin-left:0}.info-section summary:has(.chip):after{margin-left:0}.info-section summary .chip{margin-left:auto}.preset-row{flex-wrap:wrap;gap:5px;display:flex}.tool-block .preset-row .chip-button{border:1px solid var(--border);color:#55606b;background:var(--surface);min-height:24px;padding:2px 9px;font-size:.72rem}.tool-block .preset-row .chip-button:hover:not(:disabled){background:var(--hover)}.tool-block .preset-row .chip-button.chip-accent{color:var(--brand-strong);background:var(--brand-soft);border-color:#cfe0ff}.note-list li small{color:var(--text-faint);margin-bottom:3px;font-size:.72rem;display:block}.note-list li p{color:var(--text);white-space:pre-wrap;margin:0}.tool-block .note-list li{background:#fffbe6}.task-list{gap:2px;margin:0;padding:0;list-style:none;display:grid}.task-list li,.crm-task-list li{border-radius:7px;align-items:flex-start;gap:9px;padding:7px 4px;font-size:.8rem;display:flex}.task-list li:hover,.crm-task-list li:hover{background:var(--rail)}.task-list input[type=checkbox],.crm-task-list input[type=checkbox]{width:16px;height:16px;min-height:16px;accent-color:var(--brand);margin:2px 0 0;padding:0}.task-list li>span,.crm-task-list li>div{flex:1;gap:2px;min-width:0;display:grid}.task-list small,.crm-task-list small{color:var(--text-muted);align-items:center;gap:4px;font-size:.72rem;display:inline-flex}li.task-overdue small{color:#b42318;font-weight:600}li.task-done strong{color:var(--text-faint);text-decoration:line-through}.task-form{background:var(--rail);border-radius:9px;gap:5px;margin-top:4px;padding:10px;display:grid}.history-list{gap:6px;margin:0;padding:0;list-style:none;display:grid}.history-list li{border:1px solid var(--border);border-radius:9px;gap:3px;padding:8px 10px;font-size:.78rem;display:grid}.history-list li.history-current{background:var(--brand-soft);border-color:#cfe0ff}.history-head,.history-foot{color:var(--text-muted);justify-content:space-between;gap:8px;display:flex}.history-head strong{color:var(--text)}.history-snippet{-webkit-line-clamp:2;-webkit-box-orient:vertical;margin:0;display:-webkit-box;overflow:hidden}.history-foot a{color:var(--brand);font-weight:600;text-decoration:none}.panel-heading-actions{gap:2px;display:flex}.queue-search-row{align-items:center;gap:6px;display:flex}.queue-search-row .queue-search{flex:1;min-width:0}.filter-badge{color:#fff;background:var(--brand);border-radius:999px;place-items:center;min-width:15px;height:15px;padding:0 4px;font-size:.6rem;font-weight:700;display:grid;position:absolute;top:1px;right:1px}.filter-popover{border:1px solid var(--border);background:var(--surface);border-radius:12px;gap:5px;padding:12px;display:grid;box-shadow:0 10px 28px #0000001a}.filter-popover label{color:var(--text-muted);font-size:.72rem;font-weight:600}.filter-popover select{border:1px solid var(--border-strong);background:var(--surface);border-radius:8px;padding:7px 9px;font-size:.82rem}.filter-popover .saved-view-row{margin:0}.filter-popover .link-button{justify-self:start;margin-top:4px;font-size:.78rem}.saved-view-chips{scrollbar-width:thin;gap:6px;display:flex;overflow-x:auto}.saved-view-chips .chip{flex:none}.bulk-actions{margin-top:0}.conversation-copy small{flex-wrap:wrap;align-items:center;gap:5px;display:flex}.conversation-copy small .chip{min-height:18px;padding:0 7px;font-size:.68rem}.crm-page{width:min(1180px,100% - 48px);margin:0 auto;padding:32px 0 48px}.crm-header{justify-content:space-between;align-items:flex-end;gap:16px;display:flex}.crm-subtitle{color:var(--text-muted);margin:6px 0 0;font-size:.88rem}.crm-page .action-secondary{border:1px solid var(--border-strong);background:var(--surface);border-radius:9px;align-items:center;gap:6px;padding:8px 14px;font-size:.84rem;font-weight:600;display:inline-flex}.crm-page .action-secondary:hover:not(:disabled){background:var(--hover)}.spin{animation:1s linear infinite spin}@keyframes spin{to{transform:rotate(360deg)}}.crm-tabs{border-bottom:1px solid var(--border);gap:4px;margin:20px 0 18px;display:flex}.crm-tabs button{color:var(--text-muted);background:0 0;border:0;border-bottom:2px solid #0000;align-items:center;gap:6px;padding:10px 14px;font-weight:600;display:inline-flex;position:relative}.crm-tabs button:hover{color:var(--text)}.crm-tabs button.active{border-bottom-color:var(--brand);color:var(--brand-strong)}.crm-tabs .filter-badge{background:#b42318;position:static}.crm-banner{color:#b42318;background:#fdecec;border-radius:10px;margin-bottom:16px;padding:10px 14px;font-size:.86rem}.crm-metrics{grid-template-columns:repeat(4,minmax(0,1fr));gap:14px;margin:0 0 14px;display:grid}.metric-card{border:1px solid var(--border);background:var(--surface);text-align:left;border-radius:12px;grid-template-columns:auto 1fr;align-items:center;gap:4px 10px;padding:16px 18px;display:grid}button.metric-card:hover{border-color:#cfe0ff;box-shadow:0 6px 18px #0866ff14}.metric-icon{width:32px;height:32px;color:var(--brand-strong);background:var(--brand-soft);border-radius:9px;place-items:center;display:grid}.metric-label{color:var(--text-muted);font-size:.84rem;font-weight:600}.metric-card strong{grid-column:1/-1;margin-top:6px;font-size:1.9rem;line-height:1.1}.metric-card small{color:var(--text-muted);grid-column:1/-1;font-size:.76rem}.metric-danger{border-color:#f6c9c4}.metric-danger .metric-icon{color:#b42318;background:#fdecec}.metric-danger strong{color:#b42318}.metric-warning .metric-icon{color:#9a5a00;background:#fff2df}.crm-grid{grid-template-columns:repeat(2,minmax(0,1fr));gap:14px;margin-bottom:14px;display:grid}.crm-card{border:1px solid var(--border);background:var(--surface);border-radius:12px;padding:18px 20px;position:relative}.crm-card h2{margin-bottom:12px;font-size:1rem}.crm-card .citizen-hint{padding:0}.crm-card-head{justify-content:space-between;align-items:baseline;display:flex}.crm-card-head a{color:var(--brand);font-size:.84rem;font-weight:600;text-decoration:none}.stacked-bar{background:var(--hover);border-radius:999px;gap:2px;height:14px;display:flex;overflow:hidden}.stacked-bar span{flex-basis:0;min-width:4px}.bar-warning{background:#e58600}.bar-info{background:var(--brand)}.bar-success{background:#31a24c}.bar-danger{background:#e11900}.bar-neutral{background:#aeb4bc}.bar-legend{grid-template-columns:repeat(2,minmax(0,1fr));gap:8px 16px;margin:14px 0 0;padding:0;font-size:.82rem;list-style:none;display:grid}.bar-legend li{color:var(--text-muted);align-items:center;gap:8px;display:flex}.bar-legend i{border-radius:3px;width:10px;height:10px}.bar-legend strong{color:var(--text);margin-left:auto}.csat-bars{gap:8px;margin:0;padding:0;font-size:.82rem;list-style:none;display:grid}.csat-bars li{color:var(--text-muted);grid-template-columns:32px 1fr 36px;align-items:center;gap:10px;display:grid}.csat-bars strong{color:var(--text);text-align:right}.csat-track{background:var(--hover);border-radius:999px;height:10px;overflow:hidden}.csat-track span{border-radius:999px;height:100%;display:block}.crm-table{border-collapse:collapse;width:100%;font-size:.84rem}.crm-table th{border-bottom:1px solid var(--border);color:var(--text-muted);letter-spacing:.03em;text-align:left;text-transform:uppercase;padding:8px 10px;font-size:.72rem;font-weight:700}.crm-table td{border-bottom:1px solid var(--border);vertical-align:middle;padding:10px}.crm-table tbody tr{cursor:pointer}.crm-table tbody tr:hover,.crm-table tr.row-active{background:var(--rail)}.crm-table a{color:var(--text);font-weight:600;text-decoration:none}.crm-table a:hover{color:var(--brand)}.sla-cell{flex-wrap:wrap;gap:4px;display:flex}.table-person{align-items:center;gap:8px;display:inline-flex}.table-person .link-button{color:var(--text);text-decoration:none}.crm-task-list{gap:2px;margin:14px 0 0;padding:0;list-style:none;display:grid}.crm-task-list li{border-bottom:1px solid var(--border);padding:10px 8px;font-size:.88rem}.task-link{color:var(--brand);flex:none;font-size:.8rem;font-weight:600;text-decoration:none}.crm-directory{min-height:360px}.directory-search{color:var(--text-muted);background:var(--hover);border-radius:999px;align-items:center;gap:8px;margin-bottom:14px;padding:0 14px;display:flex}.directory-search input{background:0 0;border:0;flex:1;min-width:0;padding:10px 0;font-size:.9rem}.directory-search input:focus{outline:none}.directory-search:focus-within{box-shadow:0 0 0 2px var(--brand-soft), inset 0 0 0 1px var(--brand)}.crm-drawer{z-index:40;border-left:1px solid var(--border);width:min(380px,100%);position:fixed;top:0;bottom:0;right:0;box-shadow:-12px 0 40px #0000001f}.crm-drawer-head{z-index:1;border-bottom:1px solid var(--border);background:var(--surface);justify-content:space-between;align-items:center;padding:10px 10px 10px 14px;display:flex;position:sticky;top:0}@media (width<=860px){.crm-metrics{grid-template-columns:repeat(2,minmax(0,1fr))}.crm-grid{grid-template-columns:1fr}.crm-table{display:block;overflow-x:auto}.context-window{margin-left:0}.toast{bottom:16px}}.crm-header-actions{flex-wrap:wrap;justify-content:flex-end;align-items:center;gap:8px;display:flex}.segmented{border:1px solid var(--border);background:var(--surface);border-radius:9px;padding:3px;display:inline-flex}.segmented button{color:var(--text-muted);background:0 0;border:0;border-radius:6px;padding:5px 10px;font-size:.8rem;font-weight:600}.segmented button.active{color:var(--brand-strong);background:var(--brand-soft)}.crm-metrics:has(>:nth-child(5)){grid-template-columns:repeat(5,minmax(0,1fr))}.crm-table-compact th,.crm-table-compact td{padding:7px 8px;font-size:.8rem}.cell-danger{color:var(--danger,#c62828);font-weight:700}.breakdown-list{gap:8px;margin:0;padding:0;list-style:none;display:grid}.breakdown-list li{grid-template-columns:76px 1fr 36px auto;align-items:center;gap:10px;font-size:.84rem;display:grid}.breakdown-list small{color:var(--text-muted);font-size:.74rem}.label-cloud{border-top:1px solid var(--border);flex-wrap:wrap;gap:6px;margin-top:14px;padding-top:12px;display:flex}.label-cloud .chip strong{color:var(--text-muted);margin-left:6px}@media (width<=1180px){.crm-metrics:has(>:nth-child(5)){grid-template-columns:repeat(3,minmax(0,1fr))}}