:root {
  --bg: #fafafa;
  --bg-card: #ffffff;
  --bg-subtle: #f4f4f5;
  --border: #e5e5e7;
  --border-strong: #d4d4d8;
  --text: #18181b;
  --text-muted: #71717a;
  --text-soft: #a1a1aa;
  --accent: #18181b;
  --critical: #c11d1d;
  --critical-bg: #fef2f2;
  --high: #b45309;
  --high-bg: #fffbeb;
  --ok: #166534;
  --ok-bg: #f0fdf4;
  --link: #2563eb;
  --radius: 6px;
  --radius-sm: 4px;
  --shadow: 0 1px 0 rgba(0,0,0,0.04);
  --font-sans: -apple-system, BlinkMacSystemFont, "Inter", "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif;
  --font-mono: ui-monospace, "SF Mono", "JetBrains Mono", "Cascadia Code", Consolas, monospace;
}

* { box-sizing: border-box; }

html, body {
  margin: 0;
  padding: 0;
  background: var(--bg);
  color: var(--text);
  font-family: var(--font-sans);
  font-size: 14px;
  line-height: 1.5;
  -webkit-font-smoothing: antialiased;
  -moz-osx-font-smoothing: grayscale;
}

a { color: var(--link); text-decoration: none; }
a:hover { text-decoration: underline; }

/* ─── Layout ─────────────────────────────────────────── */

.app {
  display: grid;
  grid-template-columns: 220px 1fr;
  min-height: 100vh;
}

.sidebar {
  background: #18181b;
  color: #d4d4d8;
  padding: 24px 0;
  position: sticky;
  top: 0;
  height: 100vh;
}

.sidebar-brand {
  padding: 0 24px 24px;
  font-size: 13px;
  font-weight: 600;
  letter-spacing: 0.02em;
  color: #fafafa;
  border-bottom: 1px solid #27272a;
  margin-bottom: 16px;
}

.sidebar-brand small {
  display: block;
  font-size: 11px;
  font-weight: 400;
  color: #71717a;
  margin-top: 4px;
  letter-spacing: 0;
}

.sidebar-nav {
  list-style: none;
  margin: 0;
  padding: 0;
}

.sidebar-nav a {
  display: block;
  padding: 8px 24px;
  color: #a1a1aa;
  font-size: 13px;
  text-decoration: none;
  border-left: 2px solid transparent;
}

.sidebar-nav a:hover {
  color: #fafafa;
  background: #27272a;
}

.sidebar-nav a.active {
  color: #fafafa;
  border-left-color: #fafafa;
  background: #27272a;
}

.content {
  padding: 32px 40px 60px;
  max-width: 1400px;
}

.page-header {
  display: flex;
  align-items: baseline;
  justify-content: space-between;
  margin-bottom: 24px;
}

.page-header h1 {
  margin: 0;
  font-size: 20px;
  font-weight: 600;
  letter-spacing: -0.01em;
}

.page-header .meta {
  font-size: 12px;
  color: var(--text-muted);
}

/* ─── KPI tiles ─────────────────────────────────────── */

.kpi-row {
  display: grid;
  grid-template-columns: repeat(auto-fit, minmax(180px, 1fr));
  gap: 12px;
  margin-bottom: 32px;
}

.kpi {
  background: var(--bg-card);
  border: 1px solid var(--border);
  border-radius: var(--radius);
  padding: 16px 18px;
  box-shadow: var(--shadow);
}

.kpi-label {
  font-size: 11px;
  font-weight: 500;
  color: var(--text-muted);
  text-transform: uppercase;
  letter-spacing: 0.04em;
}

.kpi-value {
  font-size: 28px;
  font-weight: 600;
  margin-top: 6px;
  font-variant-numeric: tabular-nums;
  letter-spacing: -0.02em;
}

.kpi-hint {
  font-size: 12px;
  color: var(--text-muted);
  margin-top: 4px;
}

/* ─── Cards (containers) ───────────────────────────── */

.card {
  background: var(--bg-card);
  border: 1px solid var(--border);
  border-radius: var(--radius);
  box-shadow: var(--shadow);
  margin-bottom: 24px;
}

.card-header {
  padding: 14px 20px;
  border-bottom: 1px solid var(--border);
  display: flex;
  justify-content: space-between;
  align-items: center;
}

.card-header h2 {
  margin: 0;
  font-size: 13px;
  font-weight: 600;
  letter-spacing: -0.005em;
}

.card-body {
  padding: 20px;
}

.card-body.tight {
  padding: 0;
}

/* ─── Grid 2 columns ──────────────────────────────── */

.row-2 {
  display: grid;
  grid-template-columns: 2fr 1fr;
  gap: 16px;
}

@media (max-width: 1024px) {
  .row-2 { grid-template-columns: 1fr; }
}

/* ─── Tables ─────────────────────────────────────── */

table {
  width: 100%;
  border-collapse: collapse;
  font-size: 13px;
}

thead th {
  text-align: left;
  font-weight: 500;
  font-size: 11px;
  text-transform: uppercase;
  letter-spacing: 0.04em;
  color: var(--text-muted);
  padding: 10px 16px;
  border-bottom: 1px solid var(--border);
  background: var(--bg-subtle);
}

tbody td {
  padding: 12px 16px;
  border-bottom: 1px solid var(--border);
  vertical-align: top;
}

tbody tr:hover td { background: #fafafa; }
tbody tr:last-child td { border-bottom: none; }

td.num, th.num {
  font-variant-numeric: tabular-nums;
  text-align: right;
}

td.mono { font-family: var(--font-mono); font-size: 12px; }

td .preview {
  display: -webkit-box;
  -webkit-line-clamp: 2;
  -webkit-box-orient: vertical;
  overflow: hidden;
  max-width: 480px;
}

/* ─── Badges ─────────────────────────────────────── */

.badge {
  display: inline-flex;
  align-items: center;
  padding: 2px 8px;
  font-size: 11px;
  font-weight: 500;
  border-radius: 999px;
  letter-spacing: 0.01em;
  border: 1px solid transparent;
}

.badge.priority-CRITICAL { background: var(--critical-bg); color: var(--critical); border-color: #fecaca; }
.badge.priority-HIGH     { background: var(--high-bg);     color: var(--high);     border-color: #fde68a; }
.badge.priority-STANDARD { background: var(--bg-subtle);   color: var(--text-muted); border-color: var(--border); }

.badge.status-open       { background: #e0f2fe; color: #075985; border-color: #bae6fd; }
.badge.status-reminded   { background: var(--high-bg); color: var(--high); border-color: #fde68a; }
.badge.status-resolved   { background: var(--ok-bg); color: var(--ok); border-color: #bbf7d0; }
.badge.status-escalated  { background: var(--critical-bg); color: var(--critical); border-color: #fecaca; }

.badge.intent {
  background: var(--bg-subtle);
  color: var(--text-muted);
  border-color: var(--border);
}

/* ─── Buttons ────────────────────────────────────── */

.btn {
  display: inline-flex;
  align-items: center;
  gap: 6px;
  padding: 7px 14px;
  font-size: 13px;
  font-weight: 500;
  border-radius: var(--radius-sm);
  border: 1px solid var(--border-strong);
  background: var(--bg-card);
  color: var(--text);
  cursor: pointer;
  text-decoration: none;
  transition: background 0.08s;
}

.btn:hover { background: var(--bg-subtle); }

.btn.primary {
  background: var(--text);
  color: #fff;
  border-color: var(--text);
}

.btn.primary:hover { background: #27272a; }

.btn.danger {
  background: var(--bg-card);
  color: var(--critical);
  border-color: #fecaca;
}

.btn.danger:hover { background: var(--critical-bg); }

.btn.sm { padding: 4px 10px; font-size: 12px; }

/* ─── Forms ─────────────────────────────────────── */

input[type="text"], textarea, select {
  width: 100%;
  padding: 8px 12px;
  font-size: 13px;
  font-family: inherit;
  border: 1px solid var(--border-strong);
  border-radius: var(--radius-sm);
  background: var(--bg-card);
  color: var(--text);
}

textarea { min-height: 80px; resize: vertical; }

input:focus, textarea:focus, select:focus {
  outline: none;
  border-color: var(--text);
  box-shadow: 0 0 0 3px rgba(24, 24, 27, 0.08);
}

.field-row {
  display: flex;
  gap: 8px;
  align-items: center;
  flex-wrap: wrap;
}

.field-row label {
  font-size: 12px;
  color: var(--text-muted);
}

/* ─── Filters bar ──────────────────────────────── */

.filters {
  display: flex;
  gap: 12px;
  align-items: center;
  margin-bottom: 16px;
  flex-wrap: wrap;
}

.filters select { width: auto; min-width: 140px; }

/* ─── Pagination ───────────────────────────────── */

.pagination {
  display: flex;
  align-items: center;
  gap: 8px;
  margin-top: 16px;
  font-size: 13px;
  color: var(--text-muted);
}

.pagination a {
  padding: 4px 10px;
  border: 1px solid var(--border);
  border-radius: var(--radius-sm);
  color: var(--text);
  font-variant-numeric: tabular-nums;
}

.pagination a.active {
  background: var(--text);
  color: #fff;
  border-color: var(--text);
}

/* ─── Empty state ──────────────────────────────── */

.empty {
  padding: 40px;
  text-align: center;
  color: var(--text-muted);
  font-size: 13px;
}

/* ─── Chart wrappers ───────────────────────────── */

.chart-box {
  position: relative;
  height: 280px;
}

.chart-box.small { height: 220px; }

/* ─── Dialog detail layout ─────────────────────── */

.detail-layout {
  display: grid;
  grid-template-columns: 1fr 320px;
  gap: 24px;
}

@media (max-width: 1100px) {
  .detail-layout { grid-template-columns: 1fr; }
}

.message {
  padding: 12px 14px;
  border-radius: var(--radius);
  margin-bottom: 8px;
  background: var(--bg-subtle);
  border: 1px solid var(--border);
}

.message.from-user { background: var(--bg-card); }
.message.from-bot { background: #f0f9ff; border-color: #bae6fd; }
.message.from-operator { background: #fef3c7; border-color: #fde68a; }

.message-meta {
  font-size: 11px;
  color: var(--text-muted);
  margin-bottom: 4px;
  display: flex;
  gap: 8px;
}

.message-body {
  white-space: pre-wrap;
  word-wrap: break-word;
  font-size: 13px;
}

.profile-box dl {
  margin: 0;
  display: grid;
  grid-template-columns: 110px 1fr;
  row-gap: 6px;
  font-size: 13px;
}

.profile-box dt { color: var(--text-muted); font-size: 12px; }

/* ─── Sentiment indicator ──────────────────────── */

.sentiment-bar {
  display: inline-block;
  width: 50px;
  height: 4px;
  border-radius: 2px;
  background: var(--border);
  position: relative;
  vertical-align: middle;
  margin-left: 6px;
}

.sentiment-bar > span {
  position: absolute;
  top: 0;
  height: 100%;
  border-radius: 2px;
}

.sentiment-bar.pos > span { background: #16a34a; }
.sentiment-bar.neg > span { background: #dc2626; }

/* ─── Forms (grid) ─────────────────────────────── */

.form-grid {
  display: grid;
  grid-template-columns: repeat(auto-fit, minmax(180px, 1fr));
  gap: 14px 16px;
}

.form-row { display: flex; flex-direction: column; gap: 4px; }
.form-row-wide { grid-column: 1 / -1; }

.form-row label {
  font-size: 12px;
  color: var(--text-muted);
  font-weight: 500;
  display: flex;
  align-items: baseline;
  gap: 6px;
}

.form-row .hint {
  font-weight: 400;
  color: var(--text-soft);
  font-size: 11px;
}

.row-actions {
  display: flex;
  gap: 4px;
  align-items: center;
}

td.row-actions form { display: inline; }

/* ─── Section spacing ─────────────────────────── */

.section-title {
  font-size: 12px;
  text-transform: uppercase;
  letter-spacing: 0.05em;
  color: var(--text-muted);
  margin: 24px 0 8px;
}