:root{--primary: #0068ff;--primary-dark: #0052cc;--primary-light: #e7f0ff;--bg: #f4f6fa;--surface: #ffffff;--border: #e4e8f0;--text: #1a2433;--text-muted: #6b7688;--success: #1aa260;--warning: #f5a623;--danger: #e63946;--bot: #8b5cf6;--radius: 10px;--shadow: 0 1px 3px rgba(16, 24, 40, .08), 0 1px 2px rgba(16, 24, 40, .04);--shadow-lg: 0 8px 24px rgba(16, 24, 40, .12);font-family:-apple-system,BlinkMacSystemFont,Segoe UI,Roboto,Helvetica,Arial,sans-serif}*{box-sizing:border-box;margin:0;padding:0}body{background:var(--bg);color:var(--text);font-size:14px;line-height:1.5}button{font-family:inherit;cursor:pointer}input,textarea,select{font-family:inherit;font-size:14px}a{color:var(--primary);text-decoration:none}.btn{border:none;border-radius:8px;padding:9px 16px;font-weight:600;font-size:14px;transition:all .15s;display:inline-flex;align-items:center;gap:6px}.btn-primary{background:var(--primary);color:#fff}.btn-primary:hover{background:var(--primary-dark)}.btn-ghost{background:transparent;color:var(--text-muted)}.btn-ghost:hover{background:var(--bg);color:var(--text)}.btn-danger{background:var(--danger);color:#fff}.btn-success{background:var(--success);color:#fff}.btn-sm{padding:6px 12px;font-size:13px}.btn:disabled{opacity:.5;cursor:not-allowed}.badge{display:inline-flex;align-items:center;padding:3px 9px;border-radius:999px;font-size:12px;font-weight:600}.badge-BOT{background:#ede9fe;color:var(--bot)}.badge-ESCALATED{background:#fff3e0;color:var(--warning)}.badge-AGENT{background:#e7f0ff;color:var(--primary)}.badge-CLOSED{background:#f0f1f4;color:var(--text-muted)}.login-wrap{min-height:100vh;display:flex;align-items:center;justify-content:center;background:linear-gradient(135deg,#0068ff,#0052cc)}.login-card{background:var(--surface);border-radius:16px;padding:40px;width:380px;box-shadow:var(--shadow-lg)}.login-card h1{font-size:22px;margin-bottom:4px}.login-card .sub{color:var(--text-muted);margin-bottom:28px;font-size:13px}.login-logo{width:48px;height:48px;border-radius:12px;background:var(--primary);color:#fff;display:flex;align-items:center;justify-content:center;font-weight:800;font-size:20px;margin-bottom:16px}.field{margin-bottom:16px}.field label{display:block;font-size:13px;font-weight:600;margin-bottom:6px;color:var(--text)}.field input,.field textarea,.field select{width:100%;padding:10px 12px;border:1px solid var(--border);border-radius:8px;background:#fff;color:var(--text)}.field input:focus,.field textarea:focus,.field select:focus{outline:none;border-color:var(--primary);box-shadow:0 0 0 3px var(--primary-light)}.field textarea{resize:vertical;min-height:120px;font-family:Consolas,Monaco,monospace}.form-error{background:#fdecea;color:var(--danger);padding:10px 12px;border-radius:8px;font-size:13px;margin-bottom:16px}.layout{display:flex;height:100vh;overflow:hidden}.sidebar{width:230px;background:#0c1424;color:#c3ccd9;display:flex;flex-direction:column;flex-shrink:0}.sidebar-brand{padding:20px 18px;font-weight:800;font-size:16px;color:#fff;display:flex;align-items:center;gap:10px;border-bottom:1px solid rgba(255,255,255,.08)}.sidebar-brand .dot{width:30px;height:30px;border-radius:8px;background:var(--primary);display:flex;align-items:center;justify-content:center;font-size:14px}.nav{padding:12px 10px;flex:1}.nav-section{font-size:11px;text-transform:uppercase;letter-spacing:.5px;color:#5d6b80;padding:14px 10px 6px}.nav a{display:flex;align-items:center;gap:10px;padding:10px 12px;border-radius:8px;color:#c3ccd9;font-weight:500;font-size:14px}.nav a:hover{background:#ffffff0f;color:#fff}.nav a.active{background:var(--primary);color:#fff}.sidebar-foot{padding:14px;border-top:1px solid rgba(255,255,255,.08)}.agent-card{display:flex;align-items:center;gap:10px;margin-bottom:10px}.agent-avatar{width:34px;height:34px;border-radius:50%;background:var(--primary);color:#fff;display:flex;align-items:center;justify-content:center;font-weight:700}.agent-info{font-size:13px;line-height:1.2}.agent-info .name{color:#fff;font-weight:600}.agent-info .role{color:#5d6b80;font-size:11px}.main{flex:1;overflow:hidden;display:flex;flex-direction:column}.console{display:flex;height:100%;overflow:hidden}.conv-list{width:340px;border-right:1px solid var(--border);background:var(--surface);display:flex;flex-direction:column;flex-shrink:0}.conv-list-head{padding:16px;border-bottom:1px solid var(--border)}.conv-list-head h2{font-size:16px;margin-bottom:12px}.filter-tabs{display:flex;gap:6px;flex-wrap:wrap}.filter-tab{padding:5px 12px;border-radius:999px;border:1px solid var(--border);background:#fff;font-size:12px;font-weight:600;color:var(--text-muted)}.filter-tab.active{background:var(--primary);color:#fff;border-color:var(--primary)}.conv-items{overflow-y:auto;flex:1}.conv-item{padding:14px 16px;border-bottom:1px solid var(--border);cursor:pointer;display:flex;gap:12px;transition:background .1s}.conv-item:hover{background:var(--bg)}.conv-item.active{background:var(--primary-light);border-left:3px solid var(--primary);padding-left:13px}.conv-item .avatar{width:42px;height:42px;border-radius:50%;background:#dde3ec;display:flex;align-items:center;justify-content:center;font-weight:700;color:var(--text-muted);flex-shrink:0}.conv-item .body{flex:1;min-width:0}.conv-item .row1{display:flex;justify-content:space-between;align-items:center;margin-bottom:4px}.conv-item .nm{font-weight:600;white-space:nowrap;overflow:hidden;text-overflow:ellipsis}.conv-item .time{font-size:11px;color:var(--text-muted);flex-shrink:0}.conv-item .preview{font-size:13px;color:var(--text-muted);white-space:nowrap;overflow:hidden;text-overflow:ellipsis}.empty{padding:40px 20px;text-align:center;color:var(--text-muted)}.chat{flex:1;display:flex;flex-direction:column;background:var(--bg);overflow:hidden}.chat-head{padding:14px 20px;background:var(--surface);border-bottom:1px solid var(--border);display:flex;align-items:center;justify-content:space-between}.chat-head .who{display:flex;align-items:center;gap:12px}.chat-head .actions{display:flex;gap:8px}.messages{flex:1;overflow-y:auto;padding:20px;display:flex;flex-direction:column;gap:12px}.msg{max-width:70%;display:flex;flex-direction:column}.msg .bubble{padding:10px 14px;border-radius:14px;font-size:14px;word-wrap:break-word;white-space:pre-wrap}.msg .meta{font-size:11px;color:var(--text-muted);margin-top:4px}.msg.user{align-self:flex-start}.msg.user .bubble{background:var(--surface);border:1px solid var(--border);border-bottom-left-radius:4px}.msg.agent{align-self:flex-end}.msg.agent .bubble{background:var(--primary);color:#fff;border-bottom-right-radius:4px}.msg.bot{align-self:flex-end}.msg.bot .bubble{background:#ede9fe;color:var(--bot);border-bottom-right-radius:4px}.msg.system{align-self:center;max-width:90%}.msg.system .bubble{background:transparent;color:var(--text-muted);font-size:12px;font-style:italic;border:1px dashed var(--border)}.msg.agent .meta,.msg.bot .meta{text-align:right}.composer{padding:14px 20px;background:var(--surface);border-top:1px solid var(--border)}.composer-row{display:flex;gap:10px;align-items:flex-end}.composer textarea{flex:1;border:1px solid var(--border);border-radius:10px;padding:10px 14px;resize:none;max-height:120px;font-family:inherit}.composer textarea:focus{outline:none;border-color:var(--primary)}.typing-hint{font-size:12px;color:var(--text-muted);padding:4px 0;height:20px}.composer-locked{padding:16px 20px;text-align:center;color:var(--text-muted);background:#fafbfd;border-top:1px solid var(--border)}.page{padding:28px 32px;overflow-y:auto;flex:1}.page-head{display:flex;align-items:center;justify-content:space-between;margin-bottom:24px}.page-head h1{font-size:22px}.page-head p{color:var(--text-muted);font-size:13px;margin-top:2px}.kpi-grid{display:grid;grid-template-columns:repeat(auto-fit,minmax(200px,1fr));gap:16px;margin-bottom:28px}.kpi-card{background:var(--surface);border-radius:var(--radius);padding:20px;box-shadow:var(--shadow);border:1px solid var(--border)}.kpi-card .label{font-size:13px;color:var(--text-muted);margin-bottom:8px}.kpi-card .value{font-size:28px;font-weight:800;color:var(--text)}.kpi-card .value.accent{color:var(--primary)}.kpi-card .sub{font-size:12px;color:var(--text-muted);margin-top:4px}.card{background:var(--surface);border-radius:var(--radius);box-shadow:var(--shadow);border:1px solid var(--border);overflow:hidden}.card-head{padding:16px 20px;border-bottom:1px solid var(--border);font-weight:700;display:flex;justify-content:space-between;align-items:center}table{width:100%;border-collapse:collapse}th{text-align:left;padding:12px 16px;font-size:12px;text-transform:uppercase;letter-spacing:.3px;color:var(--text-muted);background:#fafbfd;border-bottom:1px solid var(--border)}td{padding:12px 16px;border-bottom:1px solid var(--border)}tr:last-child td{border-bottom:none}tr:hover td{background:#fafbfd}.row-actions{display:flex;gap:6px}.modal-overlay{position:fixed;top:0;right:0;bottom:0;left:0;background:#10182880;display:flex;align-items:center;justify-content:center;z-index:100;padding:20px}.modal{background:var(--surface);border-radius:14px;width:100%;max-width:560px;max-height:90vh;overflow-y:auto;box-shadow:var(--shadow-lg)}.modal-head{padding:20px 24px;border-bottom:1px solid var(--border);display:flex;justify-content:space-between;align-items:center}.modal-head h3{font-size:18px}.modal-body{padding:24px}.modal-foot{padding:16px 24px;border-top:1px solid var(--border);display:flex;justify-content:flex-end;gap:10px}.close-x{background:none;border:none;font-size:22px;color:var(--text-muted);line-height:1}.presence-dot{width:8px;height:8px;border-radius:50%;display:inline-block}.presence-dot.online{background:var(--success)}.presence-dot.offline{background:#cbd2dd}.spinner{width:28px;height:28px;border:3px solid var(--border);border-top-color:var(--primary);border-radius:50%;animation:spin .7s linear infinite}@keyframes spin{to{transform:rotate(360deg)}}.center-load{display:flex;align-items:center;justify-content:center;height:100%}.flex{display:flex}.gap-8{gap:8px}.gap-12{gap:12px}.muted{color:var(--text-muted)}.toast{position:fixed;bottom:24px;right:24px;background:var(--text);color:#fff;padding:12px 18px;border-radius:10px;box-shadow:var(--shadow-lg);z-index:200;font-size:14px}.queue-pill{background:var(--warning);color:#fff;border-radius:999px;padding:2px 8px;font-size:11px;font-weight:700;margin-left:auto}