:root {
  --bg: #F3F4EF;
  --surface: #FFFFFF;
  --ink: #18212B;
  --muted: #5C6772;
  --line: #D9DED5;
  --accent: #2F6B4F;
  --accent-ink: #FFFFFF;
  --accent-soft: #E2EDE5;
  --warn: #8F5410;
  --warn-soft: #F5E9D8;
  --danger: #A33A2B;
  --danger-soft: #F6E1DD;
  --customer: #FFFFFF;
  --font: "Instrument Sans", "Segoe UI", system-ui, -apple-system, sans-serif;
  color-scheme: light;
}
@media (prefers-color-scheme: dark) {
  :root {
    --bg: #12171B;
    --surface: #1A2026;
    --ink: #E5E9E3;
    --muted: #9AA4AD;
    --line: #2C353D;
    --accent: #74B791;
    --accent-ink: #0D1912;
    --accent-soft: #1F3329;
    --warn: #E3A75C;
    --warn-soft: #3A2C1A;
    --danger: #E58373;
    --danger-soft: #3B221E;
    --customer: #222A31;
    color-scheme: dark;
  }
}

* { box-sizing: border-box; }
html, body { margin: 0; }
body { background: var(--bg); color: var(--ink); font: 15px/1.5 var(--font); }
a { color: inherit; }
h1, h2 { line-height: 1.2; margin: 0; }
h1 { font-size: 1.6rem; font-weight: 700; letter-spacing: -0.01em; }
h2 { font-size: 1.05rem; font-weight: 600; margin-bottom: 0.75rem; }
p { margin: 0 0 0.5rem; }
code { font-size: 0.9em; background: var(--accent-soft); padding: 0 4px; border-radius: 4px; }
.muted { color: var(--muted); }
.small { font-size: 0.85rem; }
.right { text-align: right; }
.ok-text { color: var(--accent); font-weight: 600; }
.warn-text { color: var(--warn); font-weight: 600; }
:focus-visible { outline: 2px solid var(--accent); outline-offset: 2px; }

/* layout */
.shell { display: grid; grid-template-columns: 236px 1fr; min-height: 100vh; }
.side { border-right: 1px solid var(--line); padding: 1.25rem 0.9rem; display: flex; flex-direction: column; gap: 1.5rem; position: sticky; top: 0; height: 100vh; overflow-y: auto; }
.brand { font-weight: 700; font-size: 1.05rem; text-decoration: none; padding: 0 0.5rem; }
.side a:not(.brand) { display: flex; align-items: center; gap: 0.55rem; padding: 0.4rem 0.5rem; border-radius: 6px; text-decoration: none; color: var(--muted); }
.side a:hover { color: var(--ink); }
.side a.on { background: var(--surface); color: var(--ink); font-weight: 600; box-shadow: inset 2px 0 0 var(--accent); }
.side-nav { display: grid; gap: 2px; }
.side-group { display: grid; gap: 2px; }
.side-title { font-size: 0.8rem; color: var(--muted); padding: 0 0.5rem; margin-bottom: 0.25rem; }
.dot { width: 7px; height: 7px; border-radius: 50%; background: var(--line); flex: none; }
.dot.live { background: var(--accent); }
.side-foot { margin-top: auto; display: grid; gap: 0.25rem; padding: 0 0.5rem; }
.main { padding: 1.75rem clamp(1rem, 3vw, 2.5rem) 3rem; max-width: 1080px; width: 100%; }
.page-title { margin-bottom: 1.25rem; }

.t-head { display: flex; flex-wrap: wrap; justify-content: space-between; align-items: flex-end; gap: 1rem; border-bottom: 1px solid var(--line); margin-bottom: 1.5rem; }
.t-head > div { padding-bottom: 0.75rem; }
.tabs { display: flex; gap: 1.25rem; overflow-x: auto; }
.tabs a { text-decoration: none; color: var(--muted); padding: 0.5rem 0 0.7rem; border-bottom: 2px solid transparent; white-space: nowrap; }
.tabs a.on { color: var(--ink); border-color: var(--accent); font-weight: 600; }

/* forms */
label { display: grid; gap: 0.3rem; font-size: 0.9rem; font-weight: 500; }
input, textarea, select { font: inherit; color: var(--ink); background: var(--surface); border: 1px solid var(--line); border-radius: 6px; padding: 0.55rem 0.7rem; width: 100%; }
textarea { resize: vertical; }
input[type=checkbox] { width: auto; accent-color: var(--accent); }
input[type=file] { padding: 0.4rem; }
label.check { display: flex; align-items: center; gap: 0.5rem; font-weight: 400; }
.hint { font-weight: 400; color: var(--muted); font-size: 0.82rem; }
.stack { display: grid; gap: 1rem; }
.stack-tight { display: grid; gap: 0.4rem; }
.two { display: grid; grid-template-columns: 1fr 1fr; gap: 1rem; }
.two-col { display: grid; grid-template-columns: 3fr 2fr; gap: 1rem; margin-bottom: 1.5rem; }
.row { display: flex; gap: 0.5rem; flex-wrap: wrap; }
.inline-form { display: grid; grid-template-columns: 1fr 1fr auto; gap: 1rem; align-items: end; margin-bottom: 1.5rem; }
.panel { background: var(--surface); border: 1px solid var(--line); border-radius: 10px; padding: 1.25rem; }
.panel + .panel { margin-top: 0; }

.btn { display: inline-flex; align-items: center; justify-content: center; font: inherit; font-weight: 600; font-size: 0.9rem; padding: 0.5rem 0.95rem; border-radius: 6px; border: 1px solid var(--line); background: var(--surface); color: var(--ink); cursor: pointer; text-decoration: none; white-space: nowrap; }
.btn:hover { border-color: var(--muted); }
.btn.primary { background: var(--accent); border-color: var(--accent); color: var(--accent-ink); }
.btn.primary:hover { filter: brightness(1.08); }
.btn.danger { color: var(--danger); }
.btn.wide { width: 100%; }
button.link { background: none; border: 0; padding: 0; color: var(--muted); font: inherit; font-size: 0.85rem; text-align: left; cursor: pointer; text-decoration: underline; }

.flash { padding: 0.7rem 0.9rem; border-radius: 6px; margin-bottom: 1rem; background: var(--accent-soft); }
.flash.error { background: var(--danger-soft); color: var(--danger); }

/* tables */
.table-wrap { overflow-x: auto; background: var(--surface); border: 1px solid var(--line); border-radius: 10px; }
table.grid { width: 100%; border-collapse: collapse; }
.grid th, .grid td { padding: 0.75rem 1rem; text-align: left; border-bottom: 1px solid var(--line); vertical-align: middle; }
.grid tr:last-child td { border-bottom: 0; }
.grid th { font-size: 0.82rem; font-weight: 600; color: var(--muted); }
.grid .num { text-align: right; font-variant-numeric: tabular-nums; }
.grid td a { text-decoration: none; }
.badge { display: inline-block; min-width: 1.8rem; text-align: center; padding: 0.1rem 0.5rem; border-radius: 999px; font-weight: 700; }
.badge.warn { background: var(--warn-soft); color: var(--warn); }

.empty { padding: 2rem; text-align: center; color: var(--muted); border: 1px dashed var(--line); border-radius: 10px; list-style: none; }
.empty .btn { margin-top: 0.5rem; }

/* knowledge */
.search { margin-bottom: 0.75rem; max-width: 420px; }
.kb-list { display: grid; gap: 0.5rem; }
.kb-item { background: var(--surface); border: 1px solid var(--line); border-radius: 8px; }
.kb-item.off { opacity: 0.65; }
.kb-item summary { cursor: pointer; padding: 0.75rem 1rem; display: flex; gap: 0.75rem; align-items: baseline; list-style: none; }
.kb-item summary::-webkit-details-marker { display: none; }
.kb-item[open] summary { border-bottom: 1px solid var(--line); }
.kb-item form { padding: 1rem; }
.kb-cat { font-size: 0.8rem; color: var(--accent); font-weight: 600; flex: none; min-width: 6rem; }
.kb-q { font-weight: 500; }

/* conversations */
.filters { display: flex; gap: 0.4rem; flex-wrap: wrap; margin-bottom: 1rem; }
.filters a { text-decoration: none; padding: 0.3rem 0.75rem; border-radius: 999px; color: var(--muted); font-size: 0.9rem; border: 1px solid transparent; }
.filters a.on { border-color: var(--line); background: var(--surface); color: var(--ink); font-weight: 600; }
.inbox { list-style: none; padding: 0; margin: 0; background: var(--surface); border: 1px solid var(--line); border-radius: 10px; overflow: hidden; }
.inbox li + li { border-top: 1px solid var(--line); }
.inbox .empty { border: 0; }
.inbox-row { display: grid; grid-template-columns: 1fr auto; gap: 0.15rem 1rem; padding: 0.8rem 1rem; text-decoration: none; border-left: 3px solid transparent; }
.inbox-row:hover { background: var(--bg); }
.inbox-row.human { border-left-color: var(--warn); }
.inbox-row .who { font-weight: 600; }
.inbox-row .preview { overflow: hidden; text-overflow: ellipsis; white-space: nowrap; }
.inbox-row .state { text-align: right; color: var(--muted); }
.inbox-row.human .state { color: var(--warn); font-weight: 600; }

.conv-head { display: flex; justify-content: space-between; align-items: flex-start; gap: 1rem; flex-wrap: wrap; margin-bottom: 1rem; }
.conv-head h2 { margin-bottom: 0.2rem; }

/* the transcript: who said what must be readable at a glance */
.thread { display: flex; flex-direction: column; gap: 0.6rem; padding: 1.25rem; background: var(--bg); border: 1px solid var(--line); border-radius: 10px; max-height: 62vh; overflow-y: auto; margin-bottom: 1rem; }
.bubble { max-width: min(560px, 85%); padding: 0.6rem 0.85rem 0.45rem; border-radius: 12px; }
.bubble p { margin: 0 0 0.2rem; white-space: pre-wrap; overflow-wrap: anywhere; }
.bubble .meta { font-size: 0.75rem; color: var(--muted); }
.bubble.customer { align-self: flex-start; background: var(--customer); border: 1px solid var(--line); border-bottom-left-radius: 3px; }
.bubble.bot { align-self: flex-end; background: var(--accent-soft); border-bottom-right-radius: 3px; }
.bubble.agent { align-self: flex-end; background: var(--warn-soft); border-bottom-right-radius: 3px; }
.note { align-self: center; font-size: 0.8rem; color: var(--muted); text-align: center; margin: 0.25rem 0; }

.composer { display: grid; grid-template-columns: 1fr auto; gap: 0.75rem; align-items: start; }

/* login */
.login { min-height: 100vh; display: grid; place-items: center; padding: 1rem; }
.login-box { width: min(380px, 100%); display: grid; gap: 1rem; background: var(--surface); border: 1px solid var(--line); border-radius: 12px; padding: 2rem; }

@media (max-width: 820px) {
  .shell { grid-template-columns: 1fr; }
  .side { position: static; height: auto; border-right: 0; border-bottom: 1px solid var(--line); flex-direction: row; flex-wrap: wrap; align-items: center; gap: 0.5rem 1rem; padding: 0.75rem 1rem; }
  .side-nav, .side-group { display: flex; flex-wrap: wrap; gap: 0.25rem; }
  .side-title { display: none; }
  .side-foot { margin: 0 0 0 auto; padding: 0; }
  .two, .two-col, .inline-form { grid-template-columns: 1fr; }
  .composer { grid-template-columns: 1fr; }
}
@media (prefers-reduced-motion: reduce) { * { scroll-behavior: auto !important; } }