:root {
  --ink: #2b221a; --ink-2: #5b4d40; --muted: #8a7a64;
  --ground: #f3eee6; --paper: #ffffff; --paper-2: #fbf8f3; --rule: #e7dfd2; --rule-2: #d9cebd;
  --green: #4d6b2f; --green-2: #5f8339; --green-soft: #eaf1e1; --sage: #8cb35b;
  --rust: #bf5b37; --rust-soft: #f7e6dd; --cream: #fbf3e7; --amber-soft: #fbf0d4; --amber: #8a6410;
  --shadow: 0 1px 2px rgba(43, 34, 26, .06), 0 8px 24px rgba(43, 34, 26, .06);
  --sans: "Segoe UI Variable", "Segoe UI", system-ui, -apple-system, Roboto, "Helvetica Neue", Arial, sans-serif;
  --radius: 14px;
}
* { box-sizing: border-box; }
html, body { margin: 0; background: var(--ground); color: var(--ink); font: 15px/1.5 var(--sans); -webkit-font-smoothing: antialiased; }
button, input, select, textarea { font: inherit; color: inherit; }
[hidden] { display: none !important; }

.topbar {
  display: flex; align-items: center; gap: 16px; padding: 12px 24px;
  background: linear-gradient(180deg, #2f251c 0%, #261d15 100%); color: var(--cream);
  border-bottom: 3px solid transparent; border-image: linear-gradient(90deg, var(--sage), var(--rust)) 1;
}
.brand { display: flex; align-items: center; gap: 12px; }
.mark { width: 34px; height: 34px; }
.topbar h1 { margin: 0; font-size: 17px; font-weight: 700; line-height: 1.1; }
.topbar .sub { display: block; font-size: 12px; color: #cdbfa9; letter-spacing: 1.4px; text-transform: uppercase; }
.who { margin-left: auto; display: flex; align-items: center; gap: 12px; font-size: 13px; color: #e3d8c7; }
.who a { color: #e3d8c7; text-decoration: none; border: 1px solid rgba(255,255,255,.18); border-radius: 999px; padding: 4px 12px; }
.who a:hover { background: rgba(255,255,255,.08); }

main { max-width: 1320px; margin: 0 auto; padding: 22px 20px 60px; }
h2 { font-size: 15px; margin: 0 0 4px; font-weight: 650; }
.muted { color: var(--muted); }
.small { font-size: 12.5px; }
.card, .panel { background: var(--paper); border: 1px solid var(--rule); border-radius: var(--radius); box-shadow: var(--shadow); }
.card { padding: 22px; }
.narrow { max-width: 620px; margin: 40px auto; }

nav.tabs { display: inline-flex; gap: 4px; padding: 4px; margin-bottom: 18px; background: #e9e2d6; border-radius: 999px; }
nav.tabs button { background: none; border: 0; border-radius: 999px; padding: 8px 16px; color: var(--ink-2); cursor: pointer; font-weight: 500; }
nav.tabs button[aria-selected="true"] { background: var(--paper); color: var(--ink); box-shadow: 0 1px 3px rgba(43,34,26,.14); }

.btn { border: 1px solid var(--rule-2); background: var(--paper); border-radius: 10px; padding: 8px 16px; cursor: pointer; font-weight: 550; }
.btn:hover { background: var(--paper-2); }
.btn.sm { padding: 5px 12px; font-size: 13.5px; }
.btn.primary { background: var(--green); border-color: var(--green); color: #fff; }
.btn.primary:hover { background: var(--green-2); }
.btn.danger { color: var(--rust); border-color: #e8c3b4; }
.btn:disabled { opacity: .55; cursor: default; }

.desk, .kb { display: grid; grid-template-columns: 340px minmax(0, 1fr); gap: 16px; align-items: start; }
.panel-head { display: flex; align-items: center; justify-content: space-between; gap: 10px; padding: 16px 16px 8px; }
.list-panel { max-height: calc(100vh - 150px); overflow: auto; }
.chips { display: flex; gap: 6px; padding: 0 16px 8px; flex-wrap: wrap; }
.chips button { border: 1px solid var(--rule); background: var(--paper-2); border-radius: 999px; padding: 3px 10px; font-size: 12.5px; cursor: pointer; color: var(--ink-2); }
.chips button[aria-pressed="true"] { background: var(--green-soft); border-color: var(--sage); color: var(--green); font-weight: 600; }
.tickets { list-style: none; margin: 0; padding: 4px 8px 12px; }
.tickets button { width: 100%; text-align: left; background: none; border: 0; border-radius: 10px; padding: 10px; cursor: pointer; display: grid; gap: 2px; }
.tickets button:hover { background: var(--paper-2); }
.tickets button[aria-current="true"] { background: var(--green-soft); box-shadow: inset 3px 0 0 var(--green); }
.tickets .top { display: flex; gap: 8px; align-items: center; font-size: 12px; color: var(--muted); }
.tickets .subj { font-weight: 600; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; }
.tickets .sub2 { font-size: 12.5px; color: var(--ink-2); overflow: hidden; text-overflow: ellipsis; white-space: nowrap; }
.empty { padding: 0 18px 16px; }

.pill { display: inline-block; font-size: 11.5px; font-weight: 650; padding: 1px 8px; border-radius: 999px; background: #efe8dc; color: var(--ink-2); text-transform: uppercase; letter-spacing: .4px; }
.pill.p1 { background: var(--rust); color: #fff; }
.pill.p2 { background: var(--rust-soft); color: var(--rust); }
.pill.ai { background: var(--green-soft); color: var(--green); }
.pill.engineer { background: var(--amber-soft); color: var(--amber); }
.pill.resolved, .pill.closed { background: #e6e1d8; color: var(--muted); }

.thread-panel { min-height: 520px; display: flex; flex-direction: column; }
.welcome { padding: 28px; max-width: 680px; }
.welcome p { margin: 4px 0 18px; }
.new-form, .kb-form { display: grid; gap: 8px; }
label { font-size: 13px; font-weight: 600; color: var(--ink-2); display: grid; gap: 4px; }
input, select, textarea { border: 1px solid var(--rule-2); border-radius: 10px; padding: 8px 10px; background: var(--paper); font-weight: 400; font-size: 14.5px; color: var(--ink); }
textarea { resize: vertical; }
input:focus, select:focus, textarea:focus { outline: 2px solid var(--sage); outline-offset: 1px; }
.new-form .btn { justify-self: start; }

#thread { display: flex; flex-direction: column; flex: 1; }
.thread-head { display: flex; justify-content: space-between; gap: 12px; padding: 18px 20px 12px; border-bottom: 1px solid var(--rule); }
.ticket-no { font-size: 12px; color: var(--muted); letter-spacing: .5px; font-variant-numeric: tabular-nums; }
.thread-head h2 { font-size: 17px; margin: 2px 0; text-wrap: balance; }
.meta { font-size: 13px; color: var(--ink-2); }
.state { display: flex; gap: 6px; align-items: flex-start; flex-wrap: wrap; justify-content: flex-end; }

.eng { padding: 12px 20px; background: var(--paper-2); border-bottom: 1px solid var(--rule); display: grid; gap: 10px; }
.eng-row { display: flex; gap: 10px; align-items: end; flex-wrap: wrap; }
.eng-row label { display: grid; }
.facts { display: grid; grid-template-columns: max-content 1fr; gap: 4px 14px; margin: 0; font-size: 13.5px; }
.facts dt { color: var(--muted); }
.facts dd { margin: 0; white-space: pre-wrap; }

.messages { list-style: none; margin: 0; padding: 18px 20px; display: grid; gap: 12px; flex: 1; align-content: start; }
.msg { max-width: 80%; padding: 10px 14px; border-radius: 14px; white-space: pre-wrap; overflow-wrap: anywhere; }
.msg .by { font-size: 12px; color: var(--muted); margin-bottom: 2px; font-weight: 600; }
.msg.customer { justify-self: end; background: var(--green); color: #fff; border-bottom-right-radius: 4px; }
.msg.customer .by { color: #dbe8cc; }
.msg.ai { background: var(--paper-2); border: 1px solid var(--rule); border-bottom-left-radius: 4px; }
.msg.engineer { background: var(--amber-soft); border: 1px solid #efdca7; border-bottom-left-radius: 4px; }
.msg.system { justify-self: center; background: none; color: var(--muted); font-size: 12.5px; padding: 2px 8px; }
.msg.internal { border: 1px dashed var(--rust); background: var(--rust-soft); }
.msg.internal .by::after { content: " · internal"; color: var(--rust); }

.customer-actions { padding: 0 20px 8px; }
.composer { padding: 12px 20px 16px; border-top: 1px solid var(--rule); display: grid; gap: 8px; }
.composer-row { display: flex; align-items: center; gap: 12px; }
.composer-row .btn.primary, .composer-row #kb-status + .btn { margin-left: auto; }
.check { display: flex; align-items: center; gap: 6px; font-weight: 500; }
.check input { width: auto; }

.time { margin: 0 20px 18px; border: 1px solid var(--rule); border-radius: 12px; padding: 10px 14px; }
.time summary { cursor: pointer; font-weight: 600; }
.time-list { padding-left: 18px; font-size: 13.5px; }
.time-form { display: flex; gap: 10px; flex-wrap: wrap; align-items: end; margin-top: 8px; }
.time-form input[type="number"] { width: 110px; }
.time-form .grow { flex: 1; min-width: 180px; }

.kb-form { padding: 18px; }
.kb-form .composer-row { margin-top: 4px; }

@media (max-width: 860px) {
  .desk, .kb { grid-template-columns: 1fr; }
  .list-panel { max-height: 320px; }
  .msg { max-width: 92%; }
  .topbar { padding: 12px 16px; }
  main { padding: 16px 16px 40px; }
}

/* ---------- tables (billing, rates, insights) ---------- */
.table-wrap { overflow-x: auto; }
.grid { width: 100%; border-collapse: collapse; font-size: 14px; }
.grid th, .grid td { padding: 8px 12px; border-bottom: 1px solid var(--rule); text-align: left; vertical-align: top; }
.grid th { font-size: 12px; font-weight: 650; color: var(--muted); text-transform: uppercase; letter-spacing: .4px; background: var(--paper-2); }
.grid .num { text-align: right; font-variant-numeric: tabular-nums; white-space: nowrap; }
.grid tfoot td { font-weight: 650; border-bottom: 0; }
.grid a { color: var(--green); font-weight: 600; text-decoration: none; }
.grid input[type="number"] { width: 96px; text-align: right; padding: 4px 8px; }
.grid input[type="checkbox"] { width: auto; }

#p-billing { display: grid; gap: 16px; }
#p-billing[hidden], #p-insights[hidden] { display: none !important; }
.billing-panel .panel-head, .rates-panel .panel-head { flex-wrap: wrap; }
.billing-panel .chips { padding: 0; }
.bill-actions { display: flex; flex-wrap: wrap; gap: 8px; align-items: center; padding: 12px 16px 16px; }
.bill-actions input { width: 180px; }
a.btn { text-decoration: none; color: var(--ink); display: inline-block; }

/* ---------- insights ---------- */
#p-insights { display: grid; gap: 16px; }
.insights-head { display: flex; align-items: baseline; gap: 12px; flex-wrap: wrap; }
.tiles { display: grid; grid-template-columns: repeat(auto-fill, minmax(200px, 1fr)); gap: 12px; }
.tile { background: var(--paper); border: 1px solid var(--rule); border-radius: 12px; padding: 14px 16px; display: grid; gap: 2px; }
.tile-k { font-size: 12px; font-weight: 650; color: var(--muted); text-transform: uppercase; letter-spacing: .4px; }
.tile-v { font-size: 24px; font-weight: 700; font-variant-numeric: tabular-nums; color: var(--ink); }

/* ---------- hand-off packet ---------- */
.packet { border: 1px solid var(--rule-2); border-radius: 10px; padding: 8px 12px; background: var(--paper); }
.packet summary { cursor: pointer; font-weight: 650; }
.packet .facts { margin: 8px 0; }
.packet ul { margin: 0; padding-left: 18px; }

/* ---------- CSAT ---------- */
.csat { display: flex; flex-wrap: wrap; align-items: center; gap: 10px; margin: 0 20px 12px; padding: 12px 14px; border: 1px solid var(--rule); border-radius: 12px; background: var(--green-soft); }
.csat-q { font-weight: 650; }
.stars { display: inline-flex; gap: 2px; }
.stars button { background: none; border: 0; font-size: 24px; line-height: 1; cursor: pointer; color: var(--rule-2); padding: 0 2px; }
.stars button[aria-pressed="true"] { color: #d99a1e; }
.csat input { flex: 1; min-width: 180px; }

@media (max-width: 860px) {
  .tiles { grid-template-columns: repeat(2, minmax(0, 1fr)); }
  .bill-actions input { width: 100%; }
}

/* ---------- request type picker (intake forms) ---------- */
.field-label { font-size: 13px; font-weight: 600; color: var(--ink-2); }
.rt-picker { display: flex; flex-wrap: wrap; gap: 8px; }
.rt-picker button { border: 1px solid var(--rule-2); background: var(--paper); border-radius: 999px; padding: 6px 14px; cursor: pointer; font-size: 14px; color: var(--ink-2); }
.rt-picker button:hover { background: var(--paper-2); }
.rt-picker button[aria-checked="true"] { background: var(--green); border-color: var(--green); color: #fff; font-weight: 600; }
.rt-fields { display: grid; gap: 8px; }
.rt-fields:empty { display: none; }
.req { font-size: 11px; font-weight: 600; color: var(--rust); text-transform: uppercase; letter-spacing: .4px; margin-left: 6px; }
.guidance { margin: 0; padding: 10px 12px; border-radius: 10px; background: var(--amber-soft); color: var(--amber); font-size: 13.5px; border: 1px solid #efdca7; }
.panel-head .badge { font-size: 12px; min-width: 22px; text-align: center; padding: 1px 8px; border-radius: 999px; background: #efe8dc; color: var(--ink-2); font-weight: 600; margin-left: 6px; }
.kb-form code { font-size: 12.5px; background: var(--paper-2); padding: 0 4px; border-radius: 4px; }

/* ---------- prepaid hours + AI actions ---------- */
.block-form { display: flex; flex-wrap: wrap; gap: 10px; align-items: end; padding: 12px 16px 16px; border-top: 1px solid var(--rule); }
.block-form input[type="number"] { width: 110px; }
.block-form .grow { flex: 1; min-width: 180px; }
.prepaid { margin: 0 0 8px; padding: 8px 12px; border-radius: 10px; background: var(--green-soft); color: var(--green); font-weight: 600; font-size: 14px; }

/* ---------- client dashboards, team, clients ---------- */
#p-dashboard, #p-team { display: grid; gap: 16px; }
#p-dashboard[hidden], #p-team[hidden] { display: none !important; }
.dash-head { display: flex; align-items: baseline; gap: 12px; flex-wrap: wrap; }
.dash-head h2 { font-size: 20px; margin: 0; }
.dash-grid { display: grid; grid-template-columns: repeat(auto-fit, minmax(320px, 1fr)); gap: 16px; align-items: start; }
.widget { padding: 16px 18px; display: grid; gap: 10px; }
.widget h3 { margin: 0; font-size: 13px; font-weight: 650; color: var(--muted); text-transform: uppercase; letter-spacing: .5px; }
.w-welcome, .w-company_tickets, .w-help_articles { grid-column: 1 / -1; }
.welcome-note { margin: 0; white-space: pre-wrap; font-size: 15px; }
.dash-tickets { list-style: none; margin: 0; padding: 0; display: grid; gap: 4px; }
.dash-tickets a { display: grid; grid-template-columns: auto 1fr; column-gap: 10px; row-gap: 0; padding: 8px 10px; border-radius: 10px; color: inherit; text-decoration: none; }
.dash-tickets a:hover { background: var(--paper-2); }
.dash-tickets .pill { grid-row: span 2; align-self: start; margin-top: 2px; }
.dash-tickets .subj { font-weight: 600; }
.mini-tiles { display: grid; grid-template-columns: repeat(auto-fit, minmax(110px, 1fr)); gap: 12px; }
.mini-tiles .tile-v { font-size: 22px; }
.bars { list-style: none; margin: 0; padding: 0; display: grid; gap: 6px; }
.bars li { display: grid; grid-template-columns: 110px 1fr 36px; gap: 10px; align-items: center; font-size: 14px; }
.bars progress { width: 100%; height: 10px; appearance: none; border: 0; border-radius: 999px; background: var(--paper-2); overflow: hidden; }
.bars progress::-webkit-progress-bar { background: var(--paper-2); border-radius: 999px; }
.bars progress::-webkit-progress-value { background: var(--sage); border-radius: 999px; }
.bars progress::-moz-progress-bar { background: var(--sage); border-radius: 999px; }
.grid.compact th, .grid.compact td { padding: 5px 8px; font-size: 13px; }
.article { border-top: 1px solid var(--rule); padding: 8px 0; }
.article summary { cursor: pointer; font-weight: 600; }
.article-body { white-space: pre-wrap; margin-top: 6px; font-size: 14px; color: var(--ink-2); }
.level-key { padding: 12px 16px 16px; }
.client-main { display: grid; gap: 16px; }
.widget-list { list-style: none; margin: 0; padding: 0; display: grid; gap: 6px; }
.widget-list li { display: flex; align-items: center; gap: 12px; padding: 6px 10px; border: 1px solid var(--rule); border-radius: 10px; background: var(--paper); }
.widget-list .order { margin-left: auto; display: flex; gap: 4px; }
.widget-list .check { font-weight: 600; color: var(--ink); }
@media (max-width: 860px) {
  .dash-grid { grid-template-columns: 1fr; }
  .bars li { grid-template-columns: 90px 1fr 30px; }
}
.tickets .push { margin-left: auto; }

/* =====================================================================
   Agent workspace, modeled on Zendesk / Intercom / Freshdesk (2026-09-26)
   ===================================================================== */
svg { width: 20px; height: 20px; fill: none; stroke: currentColor; stroke-width: 1.8; stroke-linecap: round; stroke-linejoin: round; }

/* Tabs: pills with icons for clients; a vertical rail for engineers. */
nav.tabs button { display: inline-flex; align-items: center; gap: 8px; }
nav.tabs button svg { width: 18px; height: 18px; }
body.agent main { max-width: none; padding: 16px 20px 24px; }
body.agent #appview { display: grid; grid-template-columns: 84px minmax(0, 1fr); gap: 16px; align-items: start; }
body.agent nav.tabs {
  position: sticky; top: 12px; display: flex; flex-direction: column; gap: 4px; padding: 8px 6px; margin: 0;
  border-radius: 16px; background: #2b221a; box-shadow: var(--shadow);
}
body.agent nav.tabs button { flex-direction: column; gap: 3px; padding: 10px 4px; border-radius: 12px; color: #cdbfa9; font-size: 11px; font-weight: 600; }
body.agent nav.tabs button svg { width: 22px; height: 22px; }
body.agent nav.tabs button:hover { color: #fff; background: rgba(255,255,255,.06); }
body.agent nav.tabs button[aria-selected="true"] { background: var(--green); color: #fff; box-shadow: none; }

/* Four columns for engineers (views | list | conversation | context); two for clients. */
.workspace { display: grid; grid-template-columns: 340px minmax(0, 1fr); gap: 16px; align-items: start; }
body.agent .workspace { grid-template-columns: 210px 360px minmax(0, 1fr) 320px; gap: 14px; }
body.agent .workspace:not(:has(#context:not([hidden]))) { grid-template-columns: 210px 360px minmax(0, 1fr); }
.workspace .list-panel, .workspace .views-panel, .workspace .context { position: sticky; top: 12px; max-height: calc(100vh - 110px); overflow: auto; }

.views { list-style: none; margin: 0; padding: 0 8px 10px; display: grid; gap: 2px; }
.views button { width: 100%; display: flex; align-items: center; justify-content: space-between; gap: 8px; background: none; border: 0; border-radius: 10px; padding: 8px 10px; cursor: pointer; color: var(--ink-2); font-size: 14px; text-align: left; }
.views button:hover { background: var(--paper-2); }
.views button[aria-current="true"] { background: var(--green-soft); color: var(--green); font-weight: 650; }
.views b { font-size: 12px; min-width: 24px; text-align: center; padding: 1px 7px; border-radius: 999px; background: #efe8dc; color: var(--ink-2); font-variant-numeric: tabular-nums; }
.views button[aria-current="true"] b { background: var(--green); color: #fff; }

.searchbox { padding: 0 12px 8px; }
.searchbox input { width: 100%; padding: 8px 12px; border-radius: 10px; background: var(--paper-2); }

/* Ticket rows */
.tickets .trow { display: grid; grid-template-columns: 34px minmax(0, 1fr) auto; gap: 10px; align-items: start; padding: 10px; }
.trow-main { display: grid; gap: 2px; min-width: 0; }
.trow-tags { display: flex; gap: 4px; flex-wrap: wrap; margin-top: 4px; }
.trow-side { display: grid; justify-items: end; gap: 6px; }
.ago { font-size: 12px; color: var(--muted); font-variant-numeric: tabular-nums; }
.chan { font-size: 11px; color: var(--ink-2); border: 1px solid var(--rule-2); border-radius: 999px; padding: 0 7px; }
.avatar { display: inline-grid; place-items: center; width: 32px; height: 32px; border-radius: 50%; background: #e6ddcf; color: var(--ink-2); font-size: 12px; font-weight: 700; flex: none; }
.avatar.sm { width: 22px; height: 22px; font-size: 10px; background: var(--amber-soft); color: var(--amber); }
.avatar.lg { width: 42px; height: 42px; font-size: 15px; }
.avatar.ai { background: var(--green-soft); color: var(--green); font-size: 15px; }
.avatar.engineer { background: var(--amber-soft); color: var(--amber); }
.avatar.customer { background: #e2e8ef; color: #34506b; }

/* Conversation: avatar + bubble, like Intercom */
.messages { gap: 16px; }
.msg { max-width: none; padding: 0; background: none; border: 0; display: grid; grid-template-columns: 34px minmax(0, 1fr); gap: 10px; white-space: normal; }
.msg .bubble { padding: 10px 14px; border-radius: 14px; white-space: pre-wrap; overflow-wrap: anywhere; background: var(--paper-2); border: 1px solid var(--rule); max-width: 760px; }
.msg.customer { justify-self: stretch; color: inherit; }
.msg.customer .bubble { background: #eef3f8; border-color: #dbe5ef; }
.msg.customer .by { color: var(--muted); }
.msg.ai .bubble { background: var(--paper); border-color: #d6e4c6; }
.msg.engineer .bubble { background: var(--amber-soft); border-color: #efdca7; }
.msg.internal .bubble { background: #fff6d6; border: 1px dashed #d9b64a; }
.msg.system { display: block; justify-self: center; font-size: 12.5px; color: var(--muted); padding: 2px 8px; }
.note-tag { font-size: 11px; font-weight: 700; color: #9a6b00; background: #fbeab0; border-radius: 999px; padding: 0 7px; margin-left: 4px; }
.by .muted { font-weight: 400; }

/* Composer: Reply / Internal note tabs, macros, AI buttons */
.composer { gap: 0; padding: 0; margin: 12px 16px 16px; border: 1px solid var(--rule-2); border-radius: 14px; overflow: hidden; background: var(--paper); }
.composer textarea { border: 0; border-radius: 0; padding: 12px 14px; min-height: 96px; }
.composer textarea:focus { outline: none; }
.composer .composer-row { padding: 8px 10px; border-top: 1px solid var(--rule); background: var(--paper-2); }
.composer-tabs { display: flex; gap: 2px; align-items: center; padding: 6px 8px 0; border-bottom: 1px solid var(--rule); background: var(--paper-2); }
.composer-tabs button { border: 0; background: none; padding: 8px 12px; cursor: pointer; font-weight: 600; color: var(--ink-2); border-bottom: 2px solid transparent; }
.composer-tabs button[aria-pressed="true"] { color: var(--ink); border-bottom-color: var(--green); }
.composer-tabs select { margin-left: auto; margin-bottom: 4px; padding: 4px 8px; font-size: 13px; }
.composer.is-internal { border-color: #d9b64a; }
.composer.is-internal textarea { background: #fffbea; }
.composer.is-internal .composer-tabs button[aria-pressed="true"] { border-bottom-color: #d9b64a; }
.ai-btn { border-color: #cfe0bb; color: var(--green); background: var(--green-soft); }
.ai-btn:hover { background: #dfeccd; }

/* Context panel (right) */
.context { display: grid; gap: 12px; }
.ctx { padding: 14px 16px; display: grid; gap: 10px; }
.ctx h3 { margin: 0; font-size: 12px; font-weight: 700; color: var(--muted); text-transform: uppercase; letter-spacing: .5px; }
.ctx .eng { padding: 0; background: none; border: 0; display: grid; gap: 8px; }
.ctx .eng label { display: grid; grid-template-columns: 76px 1fr; align-items: center; gap: 8px; }
.ctx-actions { display: flex; gap: 6px; flex-wrap: wrap; }
.ctx .facts { grid-template-columns: 90px 1fr; font-size: 13px; }
.person { display: flex; gap: 10px; align-items: center; }
.copilot { background: linear-gradient(180deg, var(--green-soft), var(--paper) 60%); border-color: #d6e4c6; }
.copilot h3 { color: var(--green); }
.ctx .time { margin: 0; border: 0; padding: 0; }
.ctx .time-form { display: grid; grid-template-columns: 1fr 1fr; }
.ctx .time-form .grow, .ctx .time-form select { grid-column: 1 / -1; }
.ctx .time-form input[type="number"] { width: 100%; }

.thread-head { position: sticky; top: 0; background: var(--paper); z-index: 1; border-radius: var(--radius) var(--radius) 0 0; }

/* Client help centre home */
.hero {
  padding: 34px 28px; border-radius: 18px; color: var(--cream); display: grid; gap: 14px; justify-items: center; text-align: center;
  background: radial-gradient(120% 140% at 0% 0%, #4d6b2f 0%, #2f251c 60%, #261d15 100%);
}
.hero h2 { font-size: 26px; margin: 0; color: #fff; }
.hero-search { width: min(640px, 100%); }
.hero-search input { width: 100%; padding: 14px 18px; border-radius: 14px; font-size: 16px; border: 0; box-shadow: 0 8px 24px rgba(0,0,0,.2); }
.help-results { width: min(640px, 100%); background: var(--paper); color: var(--ink); border-radius: 14px; padding: 6px 16px; text-align: left; }
.hero-actions { display: flex; gap: 10px; flex-wrap: wrap; justify-content: center; }
.hero .btn:not(.primary) { background: transparent; color: #fff; border-color: rgba(255,255,255,.35); }

@media (max-width: 1500px) {
  body.agent .workspace, body.agent .workspace:not(:has(#context:not([hidden]))) { grid-template-columns: 190px 320px minmax(0, 1fr); }
  body.agent .workspace .context { grid-column: 3; position: static; max-height: none; }
}
@media (max-width: 1100px) {
  body.agent #appview { grid-template-columns: 1fr; }
  body.agent nav.tabs { position: static; flex-direction: row; overflow-x: auto; }
  body.agent .workspace, body.agent .workspace:not(:has(#context:not([hidden]))) { grid-template-columns: 1fr; }
  body.agent .workspace .context { grid-column: auto; }
  .workspace .list-panel, .workspace .views-panel { position: static; max-height: 360px; }
}
@media (max-width: 860px) {
  .workspace { grid-template-columns: 1fr; }
  .hero { padding: 24px 16px; }
}

/* polish: neutralise the pre-redesign bubble styles on the <li>, fit the context column */
.msg.customer, .msg.ai, .msg.engineer, .msg.internal { background: none; border: 0; border-radius: 0; color: inherit; }
.msg.internal .by::after { content: none; }
.context { overflow-x: hidden; }
.ctx select, .ctx input, .ctx textarea { min-width: 0; width: 100%; }
.ctx .facts dd { overflow-wrap: anywhere; }

/* =====================================================================
   Better-platform pass (2026-09-26): bulk, attachments, merge, timer,
   email log, automations, trend charts
   ===================================================================== */
.tickets li.selectable { position: relative; }
.row-check { position: absolute; left: 10px; top: 16px; z-index: 2; opacity: 0; width: 18px; height: 18px; }
.tickets li.selectable:hover .row-check, .row-check:checked, .tickets:has(.row-check:checked) .row-check { opacity: 1; }
.tickets li.selectable:hover .avatar, .tickets:has(.row-check:checked) li.selectable .trow > .avatar { visibility: hidden; }
.bulkbar { display: flex; flex-wrap: wrap; gap: 6px; align-items: center; margin: 0 12px 8px; padding: 8px 10px; border-radius: 10px; background: var(--green-soft); font-size: 13px; font-weight: 600; color: var(--green); }
.bulkbar select { padding: 4px 6px; font-size: 13px; }

.files { display: flex; flex-wrap: wrap; gap: 8px; margin-top: 8px; }
.file { display: grid; gap: 4px; max-width: 220px; padding: 6px; border: 1px solid var(--rule); border-radius: 10px; background: var(--paper); color: var(--ink); text-decoration: none; font-size: 12.5px; }
.file:hover { border-color: var(--sage); }
.file img { display: block; max-width: 206px; max-height: 150px; border-radius: 6px; object-fit: cover; }
.fname { overflow-wrap: anywhere; }
.dropzone { margin: 0 10px 10px; padding: 18px; border: 2px dashed var(--sage); border-radius: 12px; text-align: center; color: var(--green); font-weight: 600; background: var(--green-soft); }
.attach-btn { cursor: pointer; }

.merge { display: flex; gap: 6px; }
.merge input { flex: 1; min-width: 0; padding: 5px 8px; font-size: 13px; }
.timer { display: flex; align-items: center; justify-content: space-between; gap: 8px; margin: 8px 0; padding: 8px 10px; border-radius: 10px; background: var(--paper-2); }
.timer-clock { font-size: 20px; font-weight: 700; font-variant-numeric: tabular-nums; color: var(--muted); }
.timer-clock.running { color: var(--rust); }
.email-log { list-style: none; margin: 0; padding: 0; display: grid; gap: 6px; font-size: 13px; }

#p-rules { display: grid; gap: 16px; }
#p-rules[hidden] { display: none !important; }
.rules { display: grid; gap: 2px; padding: 0 16px 16px; }
.rule { display: grid; grid-template-columns: auto minmax(0, 1fr) auto; gap: 14px; align-items: center; padding: 12px 0; border-top: 1px solid var(--rule); }
.rule-params { display: flex; gap: 8px; align-items: center; flex-wrap: wrap; justify-content: flex-end; }
.rule-params input { width: 70px; padding: 4px 6px; }
.switch { position: relative; display: inline-block; width: 40px; height: 22px; }
.switch input { opacity: 0; width: 0; height: 0; }
.switch span { position: absolute; inset: 0; border-radius: 999px; background: var(--rule-2); cursor: pointer; transition: background .15s; }
.switch span::before { content: ""; position: absolute; left: 3px; top: 3px; width: 16px; height: 16px; border-radius: 50%; background: #fff; transition: transform .15s; }
.switch input:checked + span { background: var(--green); }
.switch input:checked + span::before { transform: translateX(18px); }
.switch input:disabled + span { opacity: .6; cursor: default; }

.charts { display: grid; grid-template-columns: repeat(auto-fit, minmax(420px, 1fr)); gap: 16px; }
.chart-panel { padding: 14px 16px; display: grid; gap: 8px; align-content: start; }
.chart-panel h3 { margin: 0; font-size: 12px; font-weight: 700; color: var(--muted); text-transform: uppercase; letter-spacing: .5px; display: flex; gap: 10px; flex-wrap: wrap; align-items: center; }
.legend { font-weight: 500; text-transform: none; letter-spacing: 0; display: inline-flex; gap: 6px; align-items: center; }
.legend i { display: inline-block; width: 10px; height: 10px; border-radius: 2px; }
.chart-svg { width: 100%; height: auto; display: block; }
.chart-svg .grid-line { stroke: var(--rule); stroke-width: 1; }
.chart-svg .axis { fill: var(--muted); font-size: 11px; font-family: var(--sans); }
.s-created, .k-created { fill: #d9cebd; background: #d9cebd; }
.s-ai, .k-ai { fill: var(--sage); background: var(--sage); }
.s-eng, .k-eng { fill: #d9a441; background: #d9a441; }
.s-hours { fill: var(--green); }
@media (max-width: 860px) {
  .charts { grid-template-columns: 1fr; }
  .rule { grid-template-columns: auto 1fr; }
  .rule-params { grid-column: 1 / -1; justify-content: flex-start; }
}
/* charts: don't inherit the icon stroke */
.chart-svg { stroke: none; }
.chart-svg rect, .chart-svg text { stroke: none; }
.chart-svg .grid-line { stroke: var(--rule); }

/* ---------- sign-in screen + trial banner ---------- */
.login { display: grid; place-items: center; padding: 40px 16px; }
.login-card { width: min(440px, 100%); background: var(--paper); border: 1px solid var(--rule); border-radius: 18px; box-shadow: var(--shadow); padding: 30px 28px; display: grid; gap: 12px; text-align: center; }
.login-mark { width: 44px; height: 44px; justify-self: center; }
.login-card h2 { font-size: 20px; margin: 0; text-wrap: balance; }
.btn.wide { width: 100%; text-align: center; padding: 11px 16px; display: block; text-decoration: none; }
a.btn.primary { color: #fff; }
.or { display: flex; align-items: center; gap: 10px; color: var(--muted); font-size: 13px; }
.or::before, .or::after { content: ""; flex: 1; border-top: 1px solid var(--rule); }
.login-form { display: grid; gap: 8px; text-align: left; }
.trial-banner { margin: 0 0 14px; padding: 10px 14px; border-radius: 12px; background: var(--green-soft); border: 1px solid #d6e4c6; color: var(--ink); font-size: 14px; }
.trial-banner.ended { background: var(--amber-soft); border-color: #efdca7; }
.trial-banner a { color: var(--green); font-weight: 600; }
.trial-box { padding: 14px 16px; display: flex; justify-content: space-between; align-items: center; gap: 12px; flex-wrap: wrap; background: var(--green-soft); }

/* ---------- self-healing: toast, Health screen ---------- */
.toast { position: fixed; left: 50%; bottom: calc(18px + env(safe-area-inset-bottom, 0px)); transform: translateX(-50%); z-index: 50; max-width: min(560px, calc(100% - 32px));
  background: #2b221a; color: var(--cream); padding: 10px 16px; border-radius: 12px; box-shadow: 0 10px 30px rgba(0,0,0,.25); font-size: 14px; }
.rail-badge { display: inline-block; margin-left: 4px; min-width: 16px; padding: 0 5px; border-radius: 999px; background: var(--rust); color: #fff; font-size: 10px; line-height: 16px; text-align: center; }
#p-health { display: grid; gap: 16px; }
#p-health[hidden] { display: none !important; }
.health-list { display: grid; gap: 8px; padding: 0 16px 16px; }
.herr { border: 1px solid var(--rule); border-radius: 12px; padding: 10px 12px; background: var(--paper); }
.herr.healed { background: var(--green-soft); border-color: #d6e4c6; }
.herr summary { cursor: pointer; display: grid; grid-template-columns: auto 1fr; gap: 4px 10px; align-items: center; }
.herr summary .small { grid-column: 2; }
.herr-msg { font-weight: 600; overflow-wrap: anywhere; }
.herr-body { margin-top: 10px; display: grid; gap: 10px; }
.diag { white-space: pre-wrap; font-size: 14px; padding: 10px 12px; border-radius: 10px; background: var(--paper-2); border: 1px solid var(--rule); }
.diag strong { color: var(--green); display: block; margin-bottom: 4px; }

/* ---------- domain monitor, scam check, report card ---------- */
.domain-card { display: grid; grid-template-columns: 56px 1fr; gap: 12px; align-items: start; padding: 10px 0; border-top: 1px solid var(--rule); }
.domain-card:first-child { border-top: 0; }
.score { width: 52px; height: 52px; border-radius: 50%; display: grid; place-items: center; font-weight: 800; font-size: 18px; font-variant-numeric: tabular-nums; background: var(--paper-2); color: var(--muted); border: 3px solid var(--rule-2); }
.score.good { color: var(--green); border-color: var(--sage); background: var(--green-soft); }
.score.ok { color: var(--amber); border-color: #e6c35c; background: var(--amber-soft); }
.score.bad { color: var(--rust); border-color: #e39a7c; background: var(--rust-soft); }
.issues { list-style: none; margin: 6px 0 0; padding: 0; display: grid; gap: 6px; font-size: 14px; }
.ok-line { color: var(--green); font-weight: 600; margin-top: 4px; }
.domain-list, .domain-row { padding: 0 16px 12px; }
.domain-row { padding: 0; }
.domain-add { padding: 0 16px 10px; align-items: center; }

#p-scam, #p-report { display: grid; gap: 16px; max-width: 860px; }
#p-scam[hidden], #p-report[hidden] { display: none !important; }
.scam-tool { display: grid; gap: 8px; }
.scam-panel .scam-tool { padding: 0 16px 16px; }
.scam-result { border-radius: 12px; padding: 12px 14px; border: 1px solid var(--rule); }
.scam-result .verdict { font-weight: 800; font-size: 17px; margin-bottom: 4px; }
.scam-result ul { margin: 4px 0 8px; padding-left: 20px; }
.scam-result.v-scam { background: var(--rust-soft); border-color: #e39a7c; }
.scam-result.v-scam .verdict { color: var(--rust); }
.scam-result.v-suspicious { background: var(--amber-soft); border-color: #e6c35c; }
.scam-result.v-suspicious .verdict { color: var(--amber); }
.scam-result.v-safe { background: var(--green-soft); border-color: #d6e4c6; }
.scam-result.v-safe .verdict { color: var(--green); }

.report-actions { display: flex; gap: 8px; }
.report { padding: 26px 30px; display: grid; gap: 10px; }
.report-head { display: flex; gap: 12px; align-items: center; }
.report-head img { width: 40px; height: 40px; }
.report-head h2 { margin: 2px 0 0; font-size: 22px; }
.report-headline { font-size: 17px; font-weight: 650; margin: 6px 0 0; }
.report h3 { margin: 12px 0 2px; font-size: 13px; text-transform: uppercase; letter-spacing: .5px; color: var(--muted); }
.report-tiles { margin: 8px 0; }
.recs { padding-left: 20px; display: grid; gap: 8px; }
@media print {
  .topbar, nav.tabs, .report-actions, .trial-banner, .toast { display: none !important; }
  body, main { background: #fff !important; padding: 0 !important; }
  body.agent #appview { display: block; }
  .report { border: 0; box-shadow: none; padding: 0; }
}