@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:hidden}.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) 320px;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:16px;padding:10px 18px;display:flex}.conversation-identity{align-items:center;gap:12px;min-width:0;display:flex}.conversation-header h2{margin:0;font-size:1.05rem;font-weight:700}.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-wrap:wrap;gap:8px;display:flex}.conversation-header button{color:var(--brand-strong);background:var(--brand-soft);border:0;border-radius:999px;padding:8px 14px;font-weight:600}.conversation-header button:hover:not(:disabled){background:#dde9ff}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}.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:center;justify-items:center;gap:7px;padding:22px 16px 18px;display:grid}.info-profile strong{font-size:1rem}.info-profile>span:last-child{color:var(--text-muted);font-size:.8rem}.info-section{border-top:1px solid var(--border)}.info-section summary{cursor:pointer;padding:14px 16px;font-size:.88rem;font-weight:700;list-style-position:outside}.info-section summary:hover{background:var(--hover)}.info-section dl{gap:9px;margin:0;padding:0 16px 16px;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:6px;padding:0 16px 16px;display:grid}.tool-block label{color:var(--text-muted);font-size:.78rem;font-weight:600}.tool-block input,.tool-block textarea,.tool-block select{border:1px solid var(--border-strong);background:var(--surface);border-radius:8px;padding:8px 11px}.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:56px}.tool-block button{color:#fff;background:var(--brand);border:0;border-radius:999px;padding:8px 12px;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}.citizen-field{gap:6px;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 16px 14px;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 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0}.timeline-meta{color:var(--text-muted);flex-wrap:wrap;align-items:center;gap:8px;font-size:.74rem;display:flex}.timeline-channel{color:var(--text);font-weight:700}.composer{border-top:1px solid var(--border);background:var(--surface);grid-template-columns:1fr auto;align-items:end;gap:10px;padding:12px 16px;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:20px;min-height:44px;max-height:160px;padding:11px 16px;font-size:.94rem}.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:999px;padding:11px 22px;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)}.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}.crm-page{width:min(1180px,100% - 48px);margin:0 auto;padding:44px 0}.crm-page header>p:last-child{color:var(--text-muted)}.crm-metrics{grid-template-columns:repeat(4,minmax(0,1fr));gap:14px;margin:28px 0;display:grid}.crm-metrics article{border:1px solid var(--border);background:var(--surface);border-radius:12px;gap:8px;padding:20px;display:grid}.crm-metrics article svg,.crm-metrics article span,.crm-metrics article small{color:var(--text-muted)}.crm-metrics article strong{font-size:2rem}.crm-task-board{border:1px solid var(--border);background:var(--surface);border-radius:12px;padding:22px}.crm-task-board>div{justify-content:space-between;align-items:center;display:flex}.crm-task-board ul{gap:8px;padding:0;list-style:none;display:grid}.crm-task-board li{border-top:1px solid var(--border);align-items:flex-start;gap:10px;padding:12px;display:flex}.crm-task-board li div{gap:4px;display:grid}.crm-task-board small{color:var(--text-muted)}.task-status{background:#c47b00;border-radius:50%;flex:0 0 9px;width:9px;height:9px;margin-top:5px}.task-done{background:#32864c}.task-cancelled{background:#8a939b}@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))}}