:root{--bg: #f6f6f8;--bg-warm: #f8f8f9;--surface: #ffffff;--surface-2: #f1f1f4;--surface-3: #e9e9ed;--surface-sel: #eeeef1;--border: #ececef;--border-strong: #dedee3;--border-input: #e0e0e5;--border-hover: #c3c3ca;--border-alpha: rgba(24, 24, 34, .06);--text: #191922;--text-secondary: #55555f;--text-muted: #93939f;--text-disabled: #b7b7c0;--accent: #db1e45;--accent-hover: #c11a3c;--accent-active: #b01637;--accent-ring: rgba(219, 30, 69, .26);--accent-faint: rgba(219, 30, 69, .07);--accent-tint: rgba(219, 30, 69, .05);--avatar-bg: #e7e7ec;--glass-in: rgba(255, 255, 255, .6);--glass-in-border: rgba(255, 255, 255, .78);--bubble-out-1: #d92c50;--bubble-out-2: #b8143a;--dot-open: #4d4d55;--dot-pending: #a7a7b0;--dot-resolved: #7fb08f;--dot-closed: #c2c2ca;--r-sm: 7px;--r-md: 10px;--r-lg: 14px;--shadow-xs: 0 1px 2px rgba(24, 24, 34, .05);--shadow-sm: 0 2px 8px rgba(24, 24, 34, .06);--shadow-md: 0 8px 24px rgba(24, 24, 34, .09);--shadow-lg: 0 16px 44px rgba(24, 24, 34, .16);--font: "Inter", system-ui, -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, sans-serif}:root[data-theme=dark]{--bg: #141417;--bg-warm: #17171b;--surface: #1d1d22;--surface-2: #232329;--surface-3: #2a2a31;--surface-sel: #26262d;--border: #29292f;--border-strong: #37373f;--border-input: #37373f;--border-hover: #55555f;--border-alpha: rgba(255, 255, 255, .08);--text: #ededf1;--text-secondary: #b7b7c0;--text-muted: #82828d;--text-disabled: #5a5a63;--accent-ring: rgba(219, 30, 69, .42);--accent-faint: rgba(219, 30, 69, .16);--accent-tint: rgba(219, 30, 69, .11);--avatar-bg: #33333c;--glass-in: rgba(44, 44, 52, .58);--glass-in-border: rgba(255, 255, 255, .09);--dot-open: #d3d3da;--dot-pending: #83838d;--dot-resolved: #7ba98c;--dot-closed: #55555e;--shadow-xs: 0 1px 2px rgba(0, 0, 0, .4);--shadow-sm: 0 2px 10px rgba(0, 0, 0, .45);--shadow-md: 0 10px 30px rgba(0, 0, 0, .5);--shadow-lg: 0 18px 50px rgba(0, 0, 0, .62)}*{box-sizing:border-box}html,body,#root{height:100%;overflow:hidden}body{margin:0;background:var(--bg);color:var(--text);font-family:var(--font);font-size:14px;line-height:1.5;-webkit-font-smoothing:antialiased;text-rendering:optimizeLegibility}button{font-family:inherit;cursor:pointer}input,textarea{font-family:inherit}.center-screen{min-height:100%;display:flex;align-items:center;justify-content:center;padding:24px}.login-bg{background:radial-gradient(900px 420px at 50% -10%,var(--accent-tint),transparent 62%),var(--bg)}.spinner{width:28px;height:28px;border-radius:50%;border:2.5px solid var(--surface-3);border-top-color:var(--accent);animation:spin .7s linear infinite}@keyframes spin{to{transform:rotate(360deg)}}.avatar{border-radius:50%;background:var(--avatar-bg);color:var(--text-secondary);font-weight:600;display:inline-flex;align-items:center;justify-content:center;flex:none;box-shadow:inset 0 0 0 1px var(--border-alpha);letter-spacing:-.2px}.status{display:inline-flex;align-items:center;gap:6px;padding:2px 9px 2px 8px;background:var(--surface-2);border-radius:999px}.status-dot{width:7px;height:7px;border-radius:50%;flex:none;background:var(--dot-open)}.status-dot.sd-open{background:var(--dot-open)}.status-dot.sd-pending{background:var(--dot-pending)}.status-dot.sd-resolved{background:var(--dot-resolved)}.status-dot.sd-closed{background:var(--dot-closed)}.status-label{font-size:12px;font-weight:500;color:var(--text-secondary)}.cat-tag{display:inline-flex;align-items:center;gap:5px;font-size:11.5px;font-weight:500;color:var(--text-secondary);background:var(--surface-2);border-radius:999px;padding:2px 9px 2px 7px;white-space:nowrap}.dot-sep{width:3px;height:3px;border-radius:50%;background:var(--border-strong);flex:none}.btn-primary{border:none;background:var(--accent);color:#fff;font-weight:600;font-size:14px;height:42px;border-radius:var(--r-md);transition:background .14s,transform .05s,box-shadow .14s;box-shadow:var(--shadow-xs)}.btn-primary:hover:not(:disabled){background:var(--accent-hover);box-shadow:var(--shadow-sm)}.btn-primary:active:not(:disabled){background:var(--accent-active);transform:translateY(1px)}.btn-primary:disabled{opacity:.5;cursor:default}.btn-ghost,.btn-outline{border:1px solid var(--border-strong);background:var(--surface);color:var(--text-secondary);font-weight:500;font-size:13px;border-radius:var(--r-md);display:inline-flex;align-items:center;gap:7px;justify-content:center;transition:background .14s,border-color .14s,color .14s,box-shadow .14s}.btn-ghost{padding:9px 12px}.btn-outline{height:34px;padding:0 13px}.btn-ghost:hover,.btn-outline:hover{background:var(--surface-2);color:var(--text);border-color:var(--border-hover);box-shadow:var(--shadow-xs)}.login-card{width:100%;max-width:400px;background:var(--surface);border:1px solid var(--border);border-radius:18px;box-shadow:var(--shadow-md);padding:34px 32px;display:flex;flex-direction:column;gap:16px}.login-wordmark{height:30px;align-self:center;margin-bottom:6px}.login-head{margin-bottom:4px}.login-head h1{margin:0;font-size:18px;font-weight:700;letter-spacing:-.3px}.login-head p{margin:3px 0 0;font-size:13px;color:var(--text-muted)}.login-card .btn-primary{margin-top:4px}.sso-btn{display:inline-flex;align-items:center;justify-content:center;text-decoration:none}.login-note{margin:2px 0 0;font-size:12.5px;line-height:1.45;color:var(--text-muted);text-align:center}.sso-pending{align-items:center;gap:14px;padding:44px 32px}.sso-pending p{margin:0;font-size:13px;color:var(--text-muted)}.console{display:grid;grid-template-columns:240px 372px minmax(0,1fr) 312px;height:100%;width:100%;background:var(--bg);overflow:hidden;transition:grid-template-columns .26s cubic-bezier(.4,0,.2,1)}.console.no-sidebar{grid-template-columns:64px 372px minmax(0,1fr) 312px}.console.no-profile{grid-template-columns:240px 372px minmax(0,1fr) 0}.console.no-sidebar.no-profile{grid-template-columns:64px 372px minmax(0,1fr) 0}@media (max-width: 1300px){.console{grid-template-columns:232px 344px minmax(0,1fr) 0}.console.no-sidebar{grid-template-columns:64px 344px minmax(0,1fr) 0}}.console>*{min-height:0;min-width:0}.panel-inner{height:100%}.sidebar{background:var(--bg-warm);border-right:1px solid var(--border);overflow:hidden}.sidebar-inner{width:240px;display:flex;flex-direction:column;padding:16px 12px;transition:width .26s cubic-bezier(.4,0,.2,1)}.sb-brand{padding:4px 6px 6px}.sb-logo-btn{display:inline-flex;border:none;background:transparent;padding:3px;border-radius:var(--r-sm);cursor:pointer;transition:opacity .12s,background .12s}.sb-logo-btn:hover{opacity:.8;background:var(--surface-2)}.sb-wordmark{height:23px;display:block}.sidebar-nav{display:flex;flex-direction:column;gap:2px;flex:1;min-height:0;margin-top:10px;overflow-y:auto}.nav-overline{font-size:11px;font-weight:600;letter-spacing:.05em;text-transform:uppercase;color:var(--text-muted);padding:14px 10px 6px}.nav-item{position:relative;display:flex;align-items:center;gap:10px;height:36px;padding:0 10px;border-radius:var(--r-md);color:var(--text-secondary);font-weight:500;font-size:13.5px;border:none;background:transparent;text-align:left;transition:background .12s,color .12s}.nav-label{flex:1;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}.nav-glyph{display:inline-flex;color:var(--text-muted)}.nav-item:hover{background:var(--surface-2);color:var(--text)}.nav-item:hover .nav-glyph{color:var(--text-secondary)}.nav-item.active{background:var(--accent-faint);color:var(--accent);font-weight:600}.nav-item.active .nav-glyph{color:var(--accent)}.nav-count{font-size:12px;font-weight:500;color:var(--text-muted);font-variant-numeric:tabular-nums}.nav-item.active .nav-count{color:var(--accent)}.sidebar-foot{display:flex;flex-direction:column;gap:10px;padding-top:12px;border-top:1px solid var(--border)}.agent-badge{display:flex;align-items:center;gap:10px;padding:2px 4px 2px 6px}.agent-meta{display:flex;flex-direction:column;min-width:0;flex:1}.agent-meta strong{font-size:13px;font-weight:600}.agent-meta span{font-size:12px;color:var(--text-muted);overflow:hidden;text-overflow:ellipsis;white-space:nowrap}.ticket-list{border-right:1px solid var(--border);display:flex;flex-direction:column;min-width:0;background:var(--surface)}.list-head{padding:15px 16px 12px;border-bottom:1px solid var(--border);display:flex;flex-direction:column;gap:12px}.list-title-row{display:flex;align-items:center;justify-content:space-between}.list-title-row h2{margin:0;font-size:17px;font-weight:700;letter-spacing:-.3px}.list-title-row .muted{color:var(--text-muted);font-weight:500}.demo-chip{font-size:10px;font-weight:600;letter-spacing:.04em;text-transform:uppercase;color:var(--text-muted);background:var(--surface-2);padding:3px 8px;border-radius:999px}.search{display:flex;align-items:center;gap:8px;padding:0 12px;height:38px;border:1px solid var(--border-input);border-radius:var(--r-md);color:var(--text-muted);background:var(--surface);transition:border-color .15s,box-shadow .15s}.search:focus-within{border-color:var(--accent);box-shadow:0 0 0 3px var(--accent-ring)}.search input{border:none;outline:none;background:transparent;flex:1;font-size:13.5px;color:var(--text)}.list-scroll{flex:1;min-height:0;overflow-y:auto;overflow-x:hidden;padding:8px}.tk-row{width:100%;display:flex;gap:10px;padding:11px 11px 11px 8px;border:none;background:transparent;border-radius:var(--r-md);margin-bottom:2px;text-align:left;align-items:flex-start;position:relative;transition:background .12s,box-shadow .12s}.tk-row:hover{background:var(--surface-2)}.tk-row.active{background:var(--accent-faint);box-shadow:inset 0 0 0 1px var(--accent-faint)}.tk-row.active:before{content:"";position:absolute;left:0;top:11px;bottom:11px;width:3px;border-radius:3px;background:var(--accent)}.tk-row.urgent:not(.active):before{content:"";position:absolute;left:0;top:14px;bottom:14px;width:3px;border-radius:3px;background:var(--accent)}.tk-unread-dot{width:7px;height:7px;border-radius:50%;background:transparent;flex:none;margin-top:13px}.tk-unread-dot.on{background:var(--accent);box-shadow:0 0 0 3px var(--accent-faint)}.tk-body{flex:1;min-width:0;display:flex;flex-direction:column;gap:4px}.tk-line1{display:flex;align-items:baseline;justify-content:space-between;gap:8px}.tk-name{font-size:14px;font-weight:500;color:var(--text);overflow:hidden;text-overflow:ellipsis;white-space:nowrap}.tk-name.unread{font-weight:700}.tk-time{font-size:12px;color:var(--text-muted);flex:none}.tk-subject{font-size:13.5px;font-weight:500;color:var(--text-secondary);overflow:hidden;text-overflow:ellipsis;white-space:nowrap}.tk-subject.unread{color:var(--text);font-weight:600}.tk-meta{display:flex;align-items:center;gap:7px;margin-top:3px}.list-empty{text-align:center;color:var(--text-muted);padding:40px 20px;font-size:13.5px}.conversation{display:flex;flex-direction:column;min-width:0;background:var(--bg)}.conv-head{display:flex;align-items:center;justify-content:space-between;gap:16px;height:60px;padding:0 20px;border-bottom:1px solid var(--border);background:var(--surface);flex:none}.conv-who{display:flex;align-items:center;gap:11px;min-width:0}.conv-who-text{min-width:0}.conv-name{font-weight:700;font-size:15px;display:flex;align-items:center;gap:8px;letter-spacing:-.2px}.conv-code{font-size:11px;font-weight:600;color:var(--text-muted);background:var(--surface-2);padding:2px 7px;border-radius:999px}.conv-subject{font-size:13px;color:var(--text-muted);overflow:hidden;text-overflow:ellipsis;white-space:nowrap;max-width:460px}.conv-actions{display:flex;align-items:center;gap:10px;flex:none}.thread{flex:1;min-height:0;overflow:hidden;position:relative;display:flex;flex-direction:column}.thread-list{flex:1;min-height:0;overflow-y:auto;overflow-x:hidden;padding:14px 22px 18px;display:flex;flex-direction:column;position:relative;z-index:1}.day-divider{display:flex;justify-content:center;padding:8px 0 14px}.day-divider span{font-size:11px;font-weight:500;color:var(--text-muted);background:var(--surface-2);border-radius:999px;padding:4px 12px}.msg-row{display:flex;gap:10px;padding:5px 0;align-items:flex-end}.msg-row.out{flex-direction:row-reverse}.msg-main{max-width:76%;display:flex;flex-direction:column}.msg-row.in .msg-main{align-items:flex-start}.msg-row.out .msg-main{align-items:flex-end}.msg-head{display:inline-flex;align-items:baseline;gap:8px;margin:0 6px 4px}.msg-head b{font-size:12.5px;font-weight:600;color:var(--text-secondary)}.msg-time{font-size:11px;color:var(--text-muted)}.msg-text{padding:10px 14px;border-radius:18px;font-size:14px;line-height:1.55;word-wrap:break-word}.msg-row.in .msg-text{background:var(--glass-in);-webkit-backdrop-filter:blur(18px) saturate(1.5);backdrop-filter:blur(18px) saturate(1.5);border:1px solid var(--glass-in-border);box-shadow:0 4px 20px #18182212;color:var(--text);border-bottom-left-radius:6px}.msg-row.out .msg-text{background:linear-gradient(135deg,var(--bubble-out-1),var(--bubble-out-2));color:#fff;border:1px solid rgba(255,255,255,.16);box-shadow:0 8px 24px #db1e4542;border-bottom-right-radius:6px;align-self:flex-end}.msg-image{display:block;margin-top:6px;max-width:300px;max-height:240px;border-radius:var(--r-lg);border:1px solid var(--border);box-shadow:var(--shadow-xs);cursor:zoom-in;transition:filter .15s ease}.msg-image:hover{filter:brightness(.95)}.msg-row.out .msg-image{margin-left:auto}.presence-tag{font-size:10.5px;font-weight:700;letter-spacing:.02em;text-transform:uppercase;color:var(--text-muted);padding:2px 7px;border-radius:999px;background:var(--surface-2)}.presence-tag.on{color:#12b76a;background:#12b76a1f}.conv-avatar-wrap{position:relative;display:inline-flex;flex:none}.conv-avatar-wrap.online:after{content:"";position:absolute;right:-1px;bottom:-1px;width:10px;height:10px;border-radius:50%;background:#12b76a;border:2px solid var(--surface)}.lightbox{position:fixed;top:0;right:0;bottom:0;left:0;z-index:90;display:flex;align-items:center;justify-content:center;padding:40px;background:#0a0a10e0;-webkit-backdrop-filter:blur(6px);backdrop-filter:blur(6px);animation:lb-fade .16s ease;cursor:zoom-out}.lightbox img{max-width:92vw;max-height:90vh;border-radius:var(--r-lg);box-shadow:0 24px 80px #00000080;cursor:default}.lightbox-close{position:absolute;top:20px;right:24px;width:40px;height:40px;border:none;border-radius:50%;background:#ffffff24;color:#fff;display:flex;align-items:center;justify-content:center;cursor:pointer;transition:background .15s ease}.lightbox-close:hover{background:#ffffff42}@keyframes lb-fade{0%{opacity:0}to{opacity:1}}.msg-tick{margin-left:5px;font-size:10px;letter-spacing:-1px;color:var(--text-muted)}.msg-tick.read{color:var(--brand, #db1e45);letter-spacing:-2px}.toast-stack{position:fixed;top:16px;right:16px;z-index:80;display:flex;flex-direction:column;gap:10px;max-width:340px}.toast{display:flex;align-items:flex-start;gap:11px;width:100%;text-align:left;padding:12px 12px 12px 13px;border:1px solid var(--border);border-radius:var(--r-lg);background:var(--surface);box-shadow:0 12px 34px #14142029;cursor:pointer;animation:toast-in .24s cubic-bezier(.22,1,.36,1);transition:transform .12s ease,box-shadow .15s ease}.toast:hover{transform:translateY(-1px);box-shadow:0 16px 40px #14142038}.toast-icon{flex:none;width:30px;height:30px;border-radius:50%;display:flex;align-items:center;justify-content:center;background:#db1e451f;color:var(--brand, #db1e45)}.toast-text{flex:1;min-width:0;display:flex;flex-direction:column;gap:2px}.toast-text b{font-size:13px;font-weight:700;color:var(--text-primary);overflow:hidden;text-overflow:ellipsis;white-space:nowrap}.toast-body{font-size:12.5px;color:var(--text-secondary);overflow:hidden;text-overflow:ellipsis;display:-webkit-box;-webkit-line-clamp:2;-webkit-box-orient:vertical}.toast-close{flex:none;width:20px;height:20px;border-radius:50%;display:flex;align-items:center;justify-content:center;color:var(--text-muted)}.toast-close:hover{background:var(--surface-2);color:var(--text-secondary)}@keyframes toast-in{0%{opacity:0;transform:translate(20px)}to{opacity:1;transform:translate(0)}}.msg-file{display:inline-flex;align-items:center;gap:8px;margin-top:6px;padding:9px 12px;border:1px solid var(--border);border-radius:var(--r-md);background:var(--surface);color:var(--text-secondary);font-size:13px;font-weight:500;text-decoration:none;max-width:260px;box-shadow:var(--shadow-xs)}.msg-file:hover{background:var(--surface-2)}.msg-file span{overflow:hidden;text-overflow:ellipsis;white-space:nowrap}.composer{padding:12px 18px 18px;border-top:1px solid var(--border);background:var(--surface);flex:none}.composer-box{border:1px solid var(--border-input);border-radius:var(--r-lg);background:var(--surface);box-shadow:var(--shadow-xs);transition:border-color .15s,box-shadow .15s;overflow:hidden}.composer-box:focus-within{border-color:var(--accent);box-shadow:0 0 0 3px var(--accent-ring)}.composer-box textarea{display:block;width:100%;resize:none;border:none;outline:none;background:transparent;padding:12px 14px 4px;font-size:14px;line-height:1.5;color:var(--text);min-height:44px;max-height:150px;overflow-y:auto}.composer-foot{display:flex;align-items:center;justify-content:space-between;padding:5px 8px 8px 10px}.composer-tools{display:flex;align-items:center;gap:6px}.composer-hint{font-size:11.5px;color:var(--text-muted)}.send-btn{display:inline-flex;align-items:center;gap:6px;border:none;background:var(--accent);color:#fff;font-weight:600;font-size:13px;height:34px;padding:0 15px;border-radius:var(--r-md);transition:background .14s,box-shadow .14s;box-shadow:var(--shadow-xs)}.send-btn:hover:not(:disabled){background:var(--accent-hover);box-shadow:var(--shadow-sm)}.send-btn:disabled{opacity:.42;cursor:default;box-shadow:none}.no-selection{flex:1;display:flex;flex-direction:column;align-items:center;justify-content:center;text-align:center;color:var(--text-secondary);gap:5px}.empty-ill{width:64px;height:64px;border-radius:var(--r-lg);background:var(--surface-2);color:var(--text-muted);display:flex;align-items:center;justify-content:center;margin-bottom:12px}.no-selection h3{margin:0;font-size:16px;color:var(--text);font-weight:700}.no-selection p{margin:0;font-size:13.5px;max-width:300px;line-height:1.6}.profile-rail{border-left:1px solid var(--border);background:var(--bg-warm);overflow:hidden}.pr-inner{width:312px;height:100%;overflow-y:auto}.pr-placeholder{height:100%;display:flex;align-items:center;justify-content:center;color:var(--text-muted);font-size:13px}.pr-scroll{padding:22px 18px 24px}.pr-identity{display:flex;align-items:center;gap:12px;padding-bottom:18px;border-bottom:1px solid var(--border)}.pr-id-text{min-width:0}.pr-name{font-size:15px;font-weight:700;color:var(--text);letter-spacing:-.2px}.pr-login{font-size:12px;color:var(--text-muted)}.pr-section{padding-top:20px}.pr-section h4{margin:0 0 10px;font-size:11px;font-weight:600;letter-spacing:.05em;text-transform:uppercase;color:var(--text-muted)}.pr-row{display:flex;align-items:center;justify-content:space-between;gap:12px;padding:6px 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