:root{--bp-navy: #00346a;--bp-navy-deep: #002448;--bp-sky: #41b8d5;--bp-sky-soft: #84c0cf;--bp-orange: #fe9b0e;--bp-bg: #f8fafc;--bp-card: #ffffff;--bp-border: #e2e8f0;--bp-text: #0f172a;--bp-muted: #64748b;--bp-danger: #dc2626;--bp-success: #166534;--bp-radius: 16px;--font-sans: "Urbanist", "Segoe UI", sans-serif}*{box-sizing:border-box}.sr-only{position:absolute;width:1px;height:1px;padding:0;margin:-1px;overflow:hidden;clip:rect(0,0,0,0);white-space:nowrap;border:0}html,body,#root{min-height:100%}body{margin:0;font-family:var(--font-sans);color:var(--bp-text);background:var(--bp-bg);-webkit-font-smoothing:antialiased}button,input,textarea,select{font:inherit}a{color:inherit;text-decoration:none}.app-shell{display:grid;grid-template-columns:260px 1fr;min-height:100vh}.sidebar{background:var(--bp-navy);color:#fff;padding:28px 20px;display:flex;flex-direction:column;gap:28px}.brand-block{display:flex;flex-direction:column;gap:6px}.brand-kicker{font-size:12px;letter-spacing:.08em;text-transform:uppercase;font-weight:600;opacity:.7}.brand-title{font-family:var(--font-sans);font-size:26px;font-weight:700;line-height:1.15;margin:0}.brand-partner{font-size:14px;font-weight:500;color:var(--bp-sky);margin:0}.nav-list{display:flex;flex-direction:column;gap:6px}.nav-link{display:flex;justify-content:space-between;align-items:center;padding:12px 14px;border-radius:12px;color:#ffffffd1;font-weight:600}.nav-link:hover,.nav-link.active{background:#ffffff1f;color:#fff}.nav-count{background:#ffffff29;border-radius:999px;padding:2px 8px;font-size:12px;font-weight:700}.nav-count-alert{background:#ef4444;color:#fff}.nav-link-priority{border:1px solid rgba(248,113,113,.55)}.nav-link-priority.active{background:#ef444438}.ticket-row-right{display:flex;align-items:center;gap:8px}.ticket-row-unread{border-color:#93c5fd;background:#f0f9ff}.ticket-msg-preview,.ticket-meta--preview{margin-top:6px;font-size:13px;font-weight:600;color:#1d4ed8;overflow:hidden;text-overflow:ellipsis;white-space:nowrap;max-width:100%}.ticket-row--message{grid-template-columns:1fr}.ticket-unread-dot{display:inline-flex;align-items:center;justify-content:center;min-width:20px;width:fit-content;max-width:fit-content;height:20px;padding:0 6px;border-radius:999px;background:#ef4444;color:#fff;font-size:11px;font-weight:700;line-height:1;flex-shrink:0;align-self:start}.detail-grid-with-messages{display:grid;grid-template-columns:minmax(0,1.45fr) minmax(340px,420px);gap:16px;align-items:start}.messages-column{display:flex;flex-direction:column;gap:16px;align-self:start;min-width:0}.messages-rail{display:flex;flex-direction:column;gap:16px;align-self:start}.messages-panel{display:flex;flex-direction:column;height:calc(100dvh - 120px);max-height:calc(100dvh - 120px);min-height:420px;padding:14px;background:#fff;flex-shrink:0;overflow:hidden}.messages-panel-header{display:flex;justify-content:space-between;align-items:flex-start;gap:8px;margin-bottom:10px;flex-shrink:0}.messages-panel-header .section-title{margin:0}.messages-panel-sub{margin:2px 0 0;font-size:12px;color:var(--bp-muted, #64748b)}.live-msg-banner{background:#dbeafe;color:#1e40af;font-size:12px;font-weight:700;padding:4px 8px;border-radius:999px;animation:pulse-new 1.2s ease-in-out 2;white-space:nowrap}.messages-thread{flex:1 1 auto;min-height:0;overflow:auto;display:flex;flex-direction:column;gap:8px;padding:12px;margin:0 0 10px;background:#eef2f7;border-radius:12px;border:1px solid #e2e8f0}.messages-thread-empty{margin:auto;text-align:center;color:#64748b;font-size:14px;line-height:1.45;padding:24px 12px}.message-row{display:flex;width:100%}.message-row-mine{justify-content:flex-end}.message-row-theirs{justify-content:flex-start}.message-row-system{justify-content:center}.message-bubble{max-width:86%;border-radius:16px;padding:9px 12px;border:1px solid #e2e8f0;background:#fff;box-shadow:none}.message-bubble-mine{background:#00346a;border-color:#00346a;color:#fff;border-top-right-radius:4px}.message-bubble-mine .message-body{color:#fff}.message-bubble-theirs{background:#fff;border-top-left-radius:4px}.message-bubble-system{max-width:92%;background:#fff7ed;border-color:#fdba74;border-radius:12px}.message-bubble-system.voice{background:#e0f2fe;border-color:#bae6fd}.message-bubble-system.escalated{background:#fef2f2;border-color:#f87171}.message-bubble-new:not(.message-bubble-mine){border-color:#60a5fa;box-shadow:0 0 0 2px #3b82f626}.message-author{font-size:12px;font-weight:700;color:#334155;margin-bottom:2px}.message-bubble-mine .message-author{color:#bfdbfe}.message-body{white-space:pre-wrap;font-size:14px;line-height:1.4;margin:0}.message-meta{display:flex;justify-content:flex-end;gap:6px;margin-top:4px;font-size:11px;color:#94a3b8}.message-bubble-mine .message-meta{color:#93c5fd}.message-chip{display:inline-block;font-size:11px;font-weight:700;border-radius:999px;padding:2px 8px;margin-bottom:4px}.message-chip-warn{background:#ffedd5;color:#c2410c}.message-chip-escalated{background:#fecaca;color:#991b1b}.message-chip-voice{background:#bae6fd;color:#0369a1}.messages-compose{border-top:none;padding-top:0;flex-shrink:0;background:#fff;position:relative;z-index:1}.messages-compose-row{display:flex;align-items:flex-end;gap:8px}.messages-compose-row textarea{flex:1;min-height:44px;max-height:120px;resize:none;border-radius:22px;border:1px solid #e2e8f0;background:#f8fafc;padding:10px 14px;font:inherit;line-height:1.35}.messages-compose-row textarea:focus{outline:none;border-color:#00346a;box-shadow:0 0 0 2px #00346a1f}.messages-send-btn{width:44px;height:44px;border:none;border-radius:22px;background:#00346a;color:#fff;display:inline-flex;align-items:center;justify-content:center;cursor:pointer;flex-shrink:0}.messages-send-btn:disabled{background:#cbd5e1;cursor:not-allowed}.messages-send-btn svg{width:18px;height:18px;fill:currentColor}@keyframes pulse-new{0%,to{transform:scale(1)}50%{transform:scale(1.04)}}.sidebar-footer{margin-top:auto;display:flex;flex-direction:column;gap:10px}.main{padding:28px 32px 48px}.page-header{display:flex;justify-content:space-between;align-items:flex-start;gap:16px;margin-bottom:22px}.page-header h1{font-family:var(--font-sans);font-size:28px;font-weight:700;margin:0 0 6px;color:var(--bp-navy)}.page-header p{margin:0;color:var(--bp-muted);font-weight:500}.card{background:var(--bp-card);border:1px solid var(--bp-border);border-radius:var(--bp-radius);padding:18px}.ticket-list{display:flex;flex-direction:column;gap:12px}.ticket-row{display:grid;grid-template-columns:auto 1fr;gap:12px;padding:16px 18px;border:1px solid var(--bp-border);border-radius:var(--bp-radius);background:var(--bp-card);transition:border-color .15s ease,transform .15s ease;align-items:stretch}.ticket-row-link{display:grid;grid-template-columns:1fr auto;gap:12px;min-width:0}.ticket-row-checkbox{display:flex;align-items:center;padding-right:4px}.ticket-row-checkbox input{width:18px;height:18px;accent-color:var(--bp-navy);cursor:pointer}.ticket-row-selected{border-color:var(--bp-navy);background:#eff6ff}.ticket-row-selectable:hover{border-color:var(--bp-sky-soft)}.ticket-age{font-weight:600}.ticket-row:hover{border-color:var(--bp-sky-soft);transform:translateY(-1px)}.ticket-id{font-size:12px;font-weight:600;color:var(--bp-muted)}.ticket-title{font-size:16px;font-weight:700;color:var(--bp-text);margin:4px 0}.ticket-meta{color:var(--bp-muted);font-size:13px;font-weight:500}.badge{display:inline-flex;align-items:center;padding:4px 10px;border-radius:999px;font-size:12px;font-weight:700;color:#fff;background:var(--bp-navy);white-space:nowrap}.badge.assigned{background:var(--bp-orange)}.badge.in-progress{background:var(--bp-sky);color:#003046}.badge.confirmation{background:#4ade80;color:#14532d}.badge.incomplete{background:#f97316}.badge.escalated{background:#dc2626}.badge.closed{background:#64748b}.badge.new{background:#94a3b8}.badge.on-hold{background:#8b5cf6}.ticket-row-skeleton{pointer-events:none;opacity:.85}.skeleton-line{height:12px;border-radius:6px;background:linear-gradient(90deg,#e2e8f0 25%,#f1f5f9,#e2e8f0 75%);background-size:200% 100%;animation:skeleton-shimmer 1.2s ease-in-out infinite;margin-bottom:8px;width:70%}.skeleton-line.short{width:30%;height:10px}.skeleton-line.medium{width:50%}@keyframes skeleton-shimmer{0%{background-position:200% 0}to{background-position:-200% 0}}.btn{border:none;border-radius:12px;padding:10px 14px;cursor:pointer;font-weight:700}.btn:disabled{opacity:.55;cursor:not-allowed}.btn-primary{background:var(--bp-navy);color:#fff}.btn-primary:hover:not(:disabled){background:var(--bp-navy-deep)}.btn-secondary{background:#eff6ff;color:var(--bp-navy);border:1px solid #bfdbfe}.btn-danger{background:#fee2e2;color:var(--bp-danger)}.btn-ghost{background:transparent;color:#c7e9f8;border:1px solid rgba(255,255,255,.2)}.login-page{min-height:100vh;display:grid;place-items:center;padding:24px;background:var(--bp-bg)}.login-card{width:min(420px,100%);background:var(--bp-card);border:1px solid var(--bp-border);border-radius:16px;padding:32px}.login-card h1{font-family:var(--font-sans);color:var(--bp-navy);margin:8px 0 4px;font-size:32px;font-weight:700}.field{display:flex;flex-direction:column;gap:6px;margin-bottom:14px}.field label{font-size:13px;font-weight:600;color:var(--bp-muted)}.field input,.field textarea,.field select{border:1px solid var(--bp-border);border-radius:12px;padding:11px 12px;background:#fff;color:var(--bp-text)}.field input:focus,.field textarea:focus,.field select:focus{outline:2px solid rgba(65,184,213,.35);border-color:var(--bp-sky)}.error{color:var(--bp-danger);font-size:14px;margin:8px 0;font-weight:600;white-space:pre-line}.muted{color:var(--bp-muted);font-size:14px;font-weight:500}.empty{padding:40px 20px;text-align:center;color:var(--bp-muted);font-weight:500}.detail-grid{display:grid;grid-template-columns:1.4fr 1fr;gap:16px}.stack{display:flex;flex-direction:column;gap:16px}.section-title{font-size:15px;font-weight:700;color:var(--bp-navy);margin:0 0 10px}.soft-details{padding:0;overflow:hidden}.soft-details-summary{list-style:none;display:flex;align-items:baseline;justify-content:space-between;gap:12px;cursor:pointer;padding:16px 18px;-webkit-user-select:none;user-select:none}.soft-details-summary::-webkit-details-marker{display:none}.soft-details-summary:after{content:"▸";color:var(--bp-muted);font-size:12px;flex-shrink:0;transition:transform .15s ease}.soft-details[open]>.soft-details-summary:after{transform:rotate(90deg)}.soft-details-summary .section-title{margin:0}.soft-details-body{padding:0 18px 16px;border-top:1px solid var(--bp-border)}.chip-row{display:flex;flex-wrap:wrap;gap:8px}.chip{border:1px solid var(--bp-border);border-radius:999px;padding:8px 12px;background:#fff;cursor:pointer;font-weight:600;color:#334155}.chip.selected{border-color:var(--bp-navy);background:#eff6ff;color:var(--bp-navy)}.media-grid{display:grid;grid-template-columns:repeat(auto-fill,minmax(120px,1fr));gap:12px}.media-thumb{aspect-ratio:1;border-radius:12px;overflow:hidden;border:1px solid var(--bp-border);background:#e2e8f0;position:relative}.media-thumb 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12px;font:inherit;resize:vertical}.schedule-request-form .notes-input:focus{outline:none;border-color:var(--bp-sky);box-shadow:0 0 0 3px #41b8d533}.review-action-bar{margin-bottom:16px;border:2px solid #00346a;background:#f8fbff}.review-action-copy{margin-bottom:12px}.review-action-buttons{display:flex;flex-wrap:wrap;gap:10px}.review-action-buttons .btn{min-width:180px}.saved-notes{background:#f8fafc;border:1px solid var(--bp-border);border-radius:12px;padding:10px 12px}.badge-warn{background:#fff7ed!important;color:#c2410c!important;border:1px solid #fdba74}.activity-list{display:flex;flex-direction:column;gap:10px;max-height:none;overflow:visible}.messages-column>.soft-details{flex:0 0 auto;height:auto;max-height:none;overflow:visible;position:relative;z-index:0;margin-top:0}.messages-column>.soft-details[open]>.soft-details-body{overflow:visible}.activity-item{padding:10px 12px;border-radius:12px;background:#f8fafc;border:1px solid var(--bp-border)}.evidence-panel{border:1px solid #bfdbfe;box-shadow:0 1px #00346a0a}.evidence-panel .section-title{color:var(--bp-navy)}.evidence-heading{display:flex;align-items:baseline;justify-content:space-between;gap:12px;margin-bottom:6px}.evidence-heading .section-title{margin:0}.evidence-subhead{margin:14px 0 8px;font-size:13px;font-weight:700;color:#0f172a;letter-spacing:.01em}.voice-note-card{display:flex;flex-direction:column;gap:8px;padding:12px;border-radius:12px;border:1px solid var(--bp-border);background:#f8fafc}.voice-note-card audio{width:100%}.voice-transcript{margin:0;padding:10px 12px;border-radius:10px;background:#fff;border:1px solid #e2e8f0;color:#0f172a;font-size:14px;line-height:1.45;white-space:pre-wrap}.voice-transcript-status{margin:0;font-size:13px;color:#64748b}.toolbar{display:flex;gap:8px;flex-wrap:wrap;margin-bottom:16px}.search-input{flex:1;min-width:220px;border:1px solid var(--bp-border);border-radius:12px;padding:11px 12px;background:#fff;font-weight:500}.btn-sm{padding:6px 10px;font-size:13px}.bulk-action-bar{position:sticky;top:0;z-index:20;display:flex;align-items:center;gap:12px;flex-wrap:wrap;padding:12px 16px;margin-bottom:16px;background:#eff6ff;border:1px solid #bfdbfe;border-radius:var(--bp-radius);font-weight:600}.ui-spinner{display:flex;align-items:center;justify-content:center;gap:12px;padding:32px;color:var(--bp-muted);font-weight:600}.ui-spinner-ring{width:24px;height:24px;border:3px solid #e2e8f0;border-top-color:var(--bp-navy);border-radius:50%;animation:spin .8s linear infinite}@keyframes spin{to{transform:rotate(360deg)}}.ui-empty-state{text-align:center;padding:32px 20px}.ui-empty-state h3{margin:0 0 8px;color:var(--bp-navy)}.ui-empty-action{margin-top:16px}.toast-stack{position:fixed;bottom:20px;right:20px;z-index:1000;display:flex;flex-direction:column;gap:8px;max-width:min(420px,calc(100vw - 32px))}.toast{display:flex;align-items:center;justify-content:space-between;gap:12px;padding:12px 14px;border-radius:12px;font-weight:600;box-shadow:0 8px 24px #0f172a1f;border:1px solid var(--bp-border);background:#fff}.toast-success{background:#ecfdf5;border-color:#86efac;color:var(--bp-success)}.toast-error{background:#fef2f2;border-color:#fecaca;color:var(--bp-danger)}.toast-info{background:#eff6ff;border-color:#bfdbfe;color:var(--bp-navy)}.toast-close{border:none;background:transparent;font-size:20px;line-height:1;cursor:pointer;color:inherit;opacity:.7}.modal-overlay{position:fixed;inset:0;background:#0f172a73;display:grid;place-items:center;z-index:900;padding:20px}.modal-card{width:min(520px,100%);background:#fff;border-radius:var(--bp-radius);padding:20px;border:1px solid var(--bp-border);box-shadow:0 20px 40px #0f172a2e}.modal-header{display:flex;justify-content:space-between;align-items:center;gap:12px;margin-bottom:16px}.modal-header h2{margin:0;font-size:18px;color:var(--bp-navy)}.modal-close{border:none;background:transparent;font-size:24px;line-height:1;cursor:pointer;color:var(--bp-muted)}.modal-actions{display:flex;justify-content:flex-end;gap:8px;margin-top:16px}.command-palette-overlay{align-items:flex-start;padding-top:12vh}.command-palette{width:min(640px,100%);background:#fff;border-radius:var(--bp-radius);border:1px solid var(--bp-border);box-shadow:0 24px 48px #0f172a33;overflow:hidden}.command-palette-input{width:100%;border:none;border-bottom:1px solid var(--bp-border);padding:16px 18px;font-size:16px;font-weight:500}.command-palette-input:focus{outline:none}.command-palette-list{list-style:none;margin:0;padding:8px;max-height:360px;overflow:auto}.command-palette-item{width:100%;display:flex;flex-direction:column;align-items:flex-start;gap:2px;border:none;background:transparent;text-align:left;padding:10px 12px;border-radius:10px;cursor:pointer}.command-palette-item.active,.command-palette-item:hover{background:#eff6ff}.command-palette-label{font-weight:700;color:var(--bp-navy)}.command-palette-sublabel{font-size:13px}.command-palette-empty{padding:16px}.command-palette-hint{padding:10px 16px;border-top:1px solid var(--bp-border);font-size:12px}.schedule-board{display:grid;grid-template-columns:repeat(auto-fill,minmax(240px,1fr));gap:12px}.schedule-day-title{display:flex;justify-content:space-between;align-items:center;margin:0 0 10px;font-size:15px;color:var(--bp-navy)}.schedule-day-count{background:#eff6ff;color:var(--bp-navy);border-radius:999px;padding:2px 8px;font-size:12px}.schedule-day-unscheduled{grid-column:1 / -1}.schedule-day-empty{margin:0;font-size:13px}.schedule-ticket-list{list-style:none;margin:0;padding:0;display:flex;flex-direction:column;gap:8px}.schedule-ticket-link{display:flex;flex-direction:column;gap:2px;padding:10px 12px;border-radius:10px;border:1px solid var(--bp-border);background:#f8fafc}.schedule-ticket-link:hover{border-color:var(--bp-sky-soft);background:#fff}.schedule-ticket-id{font-size:12px;font-weight:700;color:var(--bp-muted)}.schedule-ticket-title{font-weight:700}.schedule-ticket-meta{font-size:12px}.lightbox-overlay{position:fixed;inset:0;z-index:950;background:#000000e0;display:grid;place-items:center;padding:20px}.lightbox-inner{width:min(960px,100%);max-height:calc(100vh - 40px);display:flex;flex-direction:column;gap:12px}.lightbox-toolbar{display:flex;justify-content:space-between;align-items:center;gap:12px;color:#fff}.lightbox-title{font-weight:600}.lightbox-actions{display:flex;align-items:center;gap:8px}.lightbox-stage{position:relative;display:flex;align-items:center;justify-content:center;min-height:240px}.lightbox-image,.lightbox-video{max-width:100%;max-height:calc(100vh - 140px);border-radius:12px;object-fit:contain}.lightbox-nav{position:absolute;top:50%;transform:translateY(-50%);border:none;background:#ffffff26;color:#fff;width:44px;height:44px;border-radius:999px;font-size:28px;cursor:pointer}.lightbox-nav-prev{left:0}.lightbox-nav-next{right:0}.media-thumb-btn{border:none;padding:0;cursor:pointer;display:block;width:100%}.media-video-label{display:grid;place-items:center;width:100%;height:100%;color:#fff;font-weight:700;background:#334155}.quick-reply-row{margin-bottom:8px}.chip-sm{padding:4px 10px;font-size:12px}.settings-toggle{display:flex;align-items:center;gap:10px;font-weight:600;cursor:pointer}.settings-toggle input{width:18px;height:18px;accent-color:var(--bp-navy)}.sidebar-kbd-hint{font-size:12px;color:#ffffff73!important}@media(max-width:900px){.app-shell{grid-template-columns:1fr}.sidebar{padding:18px}.detail-grid,.detail-grid-with-messages{grid-template-columns:1fr}.detail-grid-with-messages>.ticket-main{order:2}.detail-grid-with-messages>.messages-column{order:1}.messages-panel{height:min(70vh,calc(100vh - 120px));max-height:min(70vh,calc(100vh - 120px));min-height:280px}.main{padding:18px}}