:root{--ink-950: #0f172a;--ink-700: #3a2933;--ink-500: #6b5b66;--ink-400: #8e7e89;--ink-300: #b5a8b0;--ink-200: #e6dce2;--ink-100: #ede5ea;--ink-50: #f0f4f9;--surface: #ffffff;--bg: #f0f4f9;--status-new: #d97706;--status-open: #2563eb;--status-waiting: #9333ea;--status-resolved: #059669;--status-closed: #6b7280;--internal-bg: #fffbeb;--internal-border: #fbbf24;--internal-fg: #78350f;--font-mono: ui-monospace, SFMono-Regular, "SF Mono", Menlo, monospace}*{box-sizing:border-box}html{-webkit-font-smoothing:antialiased}body{margin:0;font-family:var(--font-body);font-size:16px;line-height:1.6;color:var(--ink-950);min-height:100vh}.layout{max-width:1320px;margin:1.75rem auto 2.5rem;padding:0 1.5rem;display:grid;grid-template-columns:minmax(0,1fr) 300px;gap:1.75rem}@media(max-width:960px){.layout{grid-template-columns:1fr}}.main{min-width:0}.ticket-head{background:var(--surface);border:1px solid var(--ink-200);border-radius:8px;padding:1.375rem 1.5rem;margin-bottom:1.125rem}.ticket-id{font-family:var(--font-mono);font-size:.8125rem;color:var(--ink-500);background:var(--ink-50);padding:.2rem .5rem;border-radius:4px;border:1px solid var(--ink-200);display:inline-block;margin-bottom:.625rem}h1{font-family:var(--font-display);font-size:1.5rem;font-weight:600;letter-spacing:-.015em;margin:0 0 .75rem;color:var(--ink-950);line-height:1.3}.meta-row{display:flex;flex-wrap:wrap;gap:.625rem 1.125rem;align-items:center;font-size:.9375rem;color:var(--ink-500)}.meta-row .mono{font-family:var(--font-mono)}.status-pill{display:inline-flex;align-items:center;gap:.4rem;font-size:.8125rem;font-weight:600;padding:.25rem .6rem;border-radius:4px;text-transform:lowercase;letter-spacing:.02em;font-variant:small-caps;background:var(--ink-100);color:var(--ink-700)}.status-pill:before{content:"";width:6px;height:6px;border-radius:50%;background:var(--dot, var(--ink-400))}.status-new{--dot: var(--status-new)}.status-open{--dot: var(--status-open)}.status-waiting_user{--dot: var(--status-waiting)}.status-resolved{--dot: var(--status-resolved)}.status-closed{--dot: var(--status-closed)}.impact-flag{font-family:var(--font-display);font-size:.625rem;font-weight:700;padding:.15rem .4rem;border-radius:3px;background:var(--brand-orange);color:#fff;text-transform:uppercase;letter-spacing:.05em}.thread{display:flex;flex-direction:column;gap:1rem;margin-bottom:1.25rem}.msg{background:var(--surface);border:1px solid var(--ink-200);border-radius:8px;padding:1.125rem 1.25rem}.msg.agent{background:#faf6fa;border-color:#ead8e5}.msg.system{background:var(--ink-50);border-style:dashed;font-style:italic;font-size:.9375rem;color:var(--ink-500)}.msg.internal{background:var(--internal-bg);border-color:var(--internal-border)}.msg.internal.ai-colleague{background:linear-gradient(180deg,#fdf8fc,#faf3f8);border-color:#951a8159}.msg.internal.ai-directed{background:#fef7ff;border-color:#951a8147;border-left:3px solid var(--brand-purple)}.msg.internal.colleague-note{background:var(--internal-bg);border-color:var(--internal-border)}.msg-head{display:flex;justify-content:space-between;align-items:center;gap:.75rem;margin-bottom:.75rem;font-size:.9375rem}.msg-author{font-weight:600;color:var(--ink-950);display:inline-flex;align-items:center;gap:.4rem}.msg-author:before{content:"";width:7px;height:7px;border-radius:50%;background:var(--author-dot, var(--ink-400))}.msg.user .msg-author{--author-dot: var(--brand-blue)}.msg.agent .msg-author{--author-dot: var(--brand-purple)}.msg.system .msg-author{--author-dot: var(--ink-400)}.internal-tag{font-family:var(--font-display);font-size:.625rem;font-weight:700;padding:.1rem .35rem;border-radius:3px;background:var(--internal-border);color:var(--internal-fg);text-transform:uppercase;letter-spacing:.05em;margin-left:.4rem}.ai-colleague-tag{font-family:var(--font-display);font-size:.625rem;font-weight:700;padding:.1rem .35rem;border-radius:3px;background:var(--brand-purple);color:#fff;text-transform:uppercase;letter-spacing:.05em;margin-left:.4rem}.msg.ai-colleague .msg-author{--author-dot: var(--brand-purple)}.ai-mention{font-weight:700;color:var(--brand-purple-dark);background:#951a811a;padding:0 .2rem;border-radius:3px}.msg-time{font-family:var(--font-mono);font-size:.8125rem;color:var(--ink-500)}.msg-body{white-space:pre-wrap;word-break:break-word;color:var(--ink-950);font-size:1.0625rem;line-height:1.65}.composer{background:var(--surface);border:1px solid var(--ink-200);border-radius:8px;padding:1.25rem;transition:background .15s,border-color .15s}.composer.mode-note{background:var(--internal-bg);border-color:var(--internal-border)}.composer.mode-note textarea{background:#fffef5;border-color:var(--internal-border)}.composer.mode-note textarea:focus{box-shadow:0 0 0 3px #fbbf2440;border-color:var(--internal-border)}.composer-mode-tabs{display:flex;margin:0 0 .75rem;border:1px solid var(--ink-200);border-radius:6px;overflow:hidden;background:var(--ink-50)}.composer.mode-note .composer-mode-tabs{border-color:var(--internal-border);background:#fef9c3}.composer-mode-tab{flex:1;padding:.625rem .875rem;border:none;border-right:1px solid var(--ink-200);background:transparent;font-family:var(--font-body);font-size:.9375rem;font-weight:600;color:var(--ink-500);cursor:pointer}.composer-mode-tab:last-child{border-right:none}.composer-mode-tab.is-active{background:var(--surface);color:var(--ink-950);box-shadow:inset 0 -2px 0 var(--brand-purple)}.composer.mode-note .composer-mode-tab.is-active{background:var(--internal-bg);color:var(--internal-fg);box-shadow:inset 0 -2px 0 var(--internal-border)}.composer-mode-hint{margin:0 0 .875rem;font-size:.9375rem;color:var(--ink-500);line-height:1.5}.composer.mode-note .composer-mode-hint{color:var(--internal-fg);font-weight:500}.note-sub-tabs{display:flex;margin:0 0 .75rem;gap:.5rem}.note-sub-tab{padding:.45rem .75rem;border:1px solid var(--internal-border);border-radius:6px;background:#fffef5;font-family:var(--font-body);font-size:.875rem;font-weight:600;color:var(--internal-fg);cursor:pointer}.note-sub-tab.is-active{background:var(--internal-bg);border-color:var(--internal-border);box-shadow:inset 0 -2px 0 var(--internal-border)}.note-sub-tab[data-note-mode=ai].is-active{background:#fdf8fc;border-color:#951a8159;color:var(--brand-purple-dark);box-shadow:inset 0 -2px 0 var(--brand-purple)}.composer.mode-reply .note-sub-tabs{display:none}.composer.mode-note .note-sub-tabs{display:flex}.customer-draft-panel{display:none;margin-bottom:1rem;padding:1rem 1.125rem;border-radius:8px;border:1px solid rgba(149,26,129,.22);background:linear-gradient(180deg,#fdf8fc,#faf3f8)}.customer-draft-panel.is-visible{display:block}.customer-draft-head{display:flex;align-items:center;justify-content:space-between;gap:.75rem;margin-bottom:.75rem}.customer-draft-title{display:inline-flex;align-items:center;gap:.45rem;font-family:var(--font-display);font-size:.9375rem;font-weight:600;color:var(--brand-purple-dark)}.customer-draft-actions{display:inline-flex;gap:.5rem;flex-wrap:wrap}.btn.ai-btn{border-color:#951a8159;color:var(--brand-purple-dark);background:#fff}.btn.ai-btn:hover{border-color:var(--brand-purple);color:var(--brand-purple)}.btn.ai-btn.primary-ai{background:var(--brand-purple);border-color:var(--brand-purple);color:#fff}.btn.ai-btn.primary-ai:hover{background:var(--brand-purple-dark);border-color:var(--brand-purple-dark)}.customer-draft-body{font-size:1rem;line-height:1.65;color:var(--ink-950);white-space:pre-wrap;margin:0 0 .875rem}.customer-draft-sources h4{margin:0 0 .5rem;font-family:var(--font-display);font-size:.8125rem;font-weight:600;text-transform:uppercase;letter-spacing:.06em;color:var(--ink-500)}.customer-draft-sources ul{margin:0;padding:0;list-style:none;display:flex;flex-direction:column;gap:.5rem}.customer-draft-sources a{color:var(--brand-blue);text-decoration:none;font-size:.9375rem;font-weight:500}.customer-draft-sources a:hover{text-decoration:underline}.customer-draft-sources p{margin:.15rem 0 0;font-size:.875rem;color:var(--ink-500);line-height:1.5}.customer-draft-meta{margin:0 0 .875rem;font-size:.875rem;color:var(--brand-purple-dark);font-weight:500;line-height:1.5}.composer.mode-note .customer-draft-wrap{display:none}.customer-draft-trigger{display:flex;align-items:center;justify-content:space-between;gap:1rem;flex-wrap:wrap;margin-bottom:1rem;padding:.875rem 1rem;border-radius:8px;border:1px solid rgba(149,26,129,.28);background:#fdf8fc}.customer-draft-trigger-copy{margin:0;font-size:.9375rem;color:var(--ink-700);line-height:1.5;max-width:36rem}.customer-draft-trigger-btn{display:inline-flex;align-items:center;gap:.5rem;padding:.625rem 1.125rem;border:none;border-radius:8px;background:var(--brand-purple);color:#fff;font:inherit;font-size:1rem;font-weight:600;cursor:pointer;white-space:nowrap;box-shadow:0 2px 8px #951a8140}.customer-draft-trigger-btn:hover{background:var(--brand-purple-dark)}.customer-draft-trigger-btn:disabled{opacity:.6;cursor:wait}.composer.mode-note textarea.ai-note-field{background:#fdf8fc;border-color:#951a8159}.composer.mode-note textarea.ai-note-field:focus{box-shadow:0 0 0 3px #951a812e;border-color:var(--brand-purple)}textarea{width:100%;min-height:128px;padding:.875rem 1rem;border:1px solid var(--ink-200);border-radius:6px;background:var(--surface);color:var(--ink-950);font:inherit;font-size:1.0625rem;line-height:1.6;resize:vertical}textarea:focus{outline:none;border-color:var(--brand-purple);box-shadow:0 0 0 3px #951a8126}.composer-actions{display:flex;justify-content:space-between;align-items:center;margin-top:1rem;gap:1rem;flex-wrap:wrap}.attach-btn{display:inline-flex;align-items:center;gap:.45rem;padding:.5rem .875rem;border:1px dashed var(--ink-300);background:var(--surface);color:var(--ink-700);border-radius:6px;cursor:pointer;font:inherit;font-size:.9375rem}.attach-btn:hover{border-color:var(--brand-purple);color:var(--brand-purple)}.attach-btn input{display:none}.composer-attach-row{display:inline-flex;gap:.35rem;flex-wrap:wrap;align-items:center}.voice-btn.recording{border-color:#dc2626;color:#dc2626;background:#fef2f2;animation:voice-pulse 1.2s ease-in-out infinite}@keyframes voice-pulse{0%,to{box-shadow:0 0 #dc262647}50%{box-shadow:0 0 0 6px #dc262600}}.file-chip{display:inline-flex;align-items:center;gap:.35rem;padding:.2rem .45rem;background:var(--ink-50);border:1px solid var(--ink-200);border-radius:4px;font-size:.75rem;color:var(--ink-700)}.file-chip-name{max-width:160px;overflow:hidden;text-overflow:ellipsis;white-space:nowrap;font-family:var(--font-mono);font-size:.7rem}.file-chip-size{color:var(--ink-500);font-size:.65rem;font-family:var(--font-mono)}.file-chip-remove{background:none;border:none;padding:0;margin-left:.15rem;cursor:pointer;color:var(--ink-500);display:inline-flex;align-items:center}.file-chip-remove:hover{color:#991b1b}.chips-row{display:flex;flex-wrap:wrap;gap:.3rem;width:100%;margin-top:.4rem}.chips-toolbar{width:100%;margin-top:.35rem;min-height:1.25rem}.file-chips-clear{border:none;background:none;padding:0;cursor:pointer;font:inherit;font-size:.75rem;font-weight:600;color:#991b1b;text-decoration:underline;text-underline-offset:2px}.file-chips-clear:hover{color:#7f1d1d}.attachments-strip{margin-top:.5rem;display:flex;flex-wrap:wrap;gap:.4rem}.att-image{display:block;border:1px solid var(--ink-200);border-radius:4px;overflow:hidden;line-height:0;max-width:200px;background:var(--surface)}.att-image img{display:block;max-width:100%;height:auto}.att-file{display:inline-flex;align-items:center;gap:.4rem;padding:.35rem .6rem;background:var(--surface);border:1px solid var(--ink-200);border-radius:4px;color:var(--ink-700);text-decoration:none;font-size:.75rem;font-family:var(--font-mono)}.att-file:hover{border-color:var(--brand-purple);color:var(--brand-purple)}.att-file-meta{color:var(--ink-500);font-size:.7rem}.attachments-strip{align-items:flex-start}.att-media{display:flex;flex-direction:column;gap:.3rem;width:100%;max-width:300px}.att-audio-wrap{flex:1 1 100%;max-width:100%}.att-audio-wrap .att-audio{max-width:320px}.att-video,.att-audio{width:100%;border-radius:4px;background:var(--surface);border:1px solid var(--ink-200)}.att-audio-label{font-size:.9375rem;font-weight:600;color:var(--ink-700);margin-bottom:.25rem}.att-media-dl{font-size:.65rem;color:var(--ink-500);text-decoration:none;font-family:var(--font-mono)}.att-media-dl:hover{color:var(--brand-purple)}.att-transcript-tabs{margin-top:.75rem;width:100%}.att-transcript-tablist{display:flex;gap:0;border:1px solid var(--ink-200);border-bottom:none;border-radius:4px 4px 0 0;background:var(--ink-50);overflow:hidden}.att-transcript-tab{flex:1;padding:.5rem .75rem;border:none;border-right:1px solid var(--ink-200);background:transparent;font-family:var(--font-body);font-size:.8125rem;font-weight:600;text-transform:uppercase;letter-spacing:.04em;color:var(--ink-500);cursor:pointer;transition:background .12s,color .12s}.att-transcript-tab:last-child{border-right:none}.att-transcript-tab:hover{color:var(--ink-700);background:#fff9}.att-transcript-tab.is-active{color:var(--brand-purple);background:var(--surface);box-shadow:inset 0 -2px 0 var(--brand-purple)}.att-transcript{padding:.875rem 1rem;background:var(--surface);border:1px solid var(--ink-200);border-radius:0 0 6px 6px;font-size:1rem;color:var(--ink-950);line-height:1.65}.att-transcript.pending{border-radius:4px;color:var(--ink-500);font-style:italic}.att-transcript p{margin:0}.att-transcript-panel:not(.is-active){display:none}.att-transcript-missing{color:var(--ink-500);font-style:italic}button.btn{background:var(--surface);border:1px solid var(--ink-200);padding:.5rem .95rem;border-radius:6px;font:inherit;font-size:.9375rem;font-weight:500;color:var(--ink-700);cursor:pointer}button.btn:hover{border-color:var(--ink-400);color:var(--ink-950)}button.btn.primary{background:var(--ink-950);color:#fff;border-color:var(--ink-950);padding:.625rem 1.125rem;font-size:1rem}button.btn.primary:hover{background:var(--brand-purple-dark);border-color:var(--brand-purple-dark)}button.btn:disabled{opacity:.5;cursor:not-allowed}.side{display:flex;flex-direction:column;gap:1rem}.panel{background:var(--surface);border:1px solid var(--ink-200);border-radius:8px;padding:1.125rem 1.25rem}.panel h3{font-family:var(--font-display);font-size:.8125rem;font-weight:600;text-transform:uppercase;letter-spacing:.08em;color:var(--ink-500);margin:0 0 .75rem}.panel-row{display:flex;justify-content:space-between;font-size:.9375rem;padding:.375rem 0;gap:.75rem;line-height:1.5}.panel-row span{color:var(--ink-500)}.panel-row strong{color:var(--ink-950);font-weight:600;font-family:var(--font-mono);word-break:break-all;text-align:right}.contact-open-btn{width:100%;text-align:left;border:1px solid var(--ink-200);border-radius:8px;background:var(--ink-50);padding:.625rem .75rem;margin-bottom:.625rem;cursor:pointer;font:inherit;transition:border-color .15s,background .15s}.contact-open-btn:hover:not(:disabled){border-color:var(--brand-purple);background:#faf3f8}.contact-open-btn:disabled{opacity:.5;cursor:default}.contact-open-name{display:block;font-weight:700;font-size:.9375rem;color:var(--ink-950);font-family:var(--font-body);line-height:1.35}.contact-open-hint{display:block;margin-top:.15rem;font-size:.75rem;color:var(--brand-purple);font-weight:600}select{width:100%;padding:.625rem .75rem;border:1px solid var(--ink-200);border-radius:6px;font:inherit;font-size:1rem;background:var(--surface);color:var(--ink-950)}select:focus{outline:1px solid var(--brand-purple);border-color:var(--brand-purple)}.assign-buttons{display:flex;gap:.625rem;margin-top:.75rem}.assign-buttons button{flex:1}.feedback{padding:.75rem 1rem;border-radius:6px;margin-bottom:.75rem;font-size:.9375rem;line-height:1.5}.feedback.ok{background:#ecfdf5;color:#065f46;border:1px solid #a7f3d0}.feedback.err{background:#fef2f2;color:#991b1b;border:1px solid #fecaca}.loading,.error{text-align:center;padding:3rem 1rem;color:var(--ink-400)}.error{color:#991b1b}.admin-gate{min-height:100vh;display:grid;place-items:center;padding:2rem;background:var(--bg)}.admin-gate.hidden{display:none}.gate-card{width:min(400px,100%);background:var(--surface);border:1px solid var(--ink-200);border-radius:8px;padding:1.5rem}.gate-card h1{margin:0 0 .5rem;font-family:var(--font-display);font-size:1.125rem}.gate-card p{margin:0 0 1rem;color:var(--ink-500);font-size:.8125rem}.gate-card input{width:100%;padding:.5rem;border:1px solid var(--ink-200);border-radius:6px;font-family:var(--font-mono);margin-bottom:.75rem}.gate-card button{width:100%;padding:.5rem;border:none;border-radius:6px;background:var(--brand-dark-blue);color:#fff;font-weight:600;cursor:pointer}.gate-error{color:#dc2626;font-size:.75rem;min-height:1.25rem}#app-root.hidden{display:none}.msg-body code{font-family:var(--font-mono);font-size:.8em;background:var(--ink-50);padding:.1em .3em;border-radius:3px}.msg-body a{color:var(--brand-blue)}