*{box-sizing:border-box}body{margin:0;font-family:Tahoma,Arial,sans-serif;background:#f4f7fb;color:#13213c}button,input,select,textarea{font:inherit}.hidden{display:none!important}.btn{border:0;border-radius:10px;padding:10px 14px;cursor:pointer;font-weight:700}.primary{background:#1267d6;color:white}.ghost{background:white;border:1px solid #d9e2ef;color:#183153}.danger{background:#fff1f2;color:#b42318;border:1px solid #fecdd3}.tiny{padding:7px 10px;font-size:12px}.wide{width:100%}.login{min-height:100vh;display:grid;place-items:center;background:linear-gradient(135deg,#0b4ea2,#1683e8)}.login-card{width:min(420px,92vw);background:white;padding:30px;border-radius:20px;box-shadow:0 22px 60px #052b5c55}.brand{font-size:22px;font-weight:900;color:#0b5ec4}.sub{color:#718096;font-size:13px}.login-card label{display:block;margin:14px 0 6px}.login-card input,.field{width:100%;padding:11px;border:1px solid #d5deea;border-radius:10px;background:#fff}.error{background:#fff1f1;color:#b42318;padding:10px;border-radius:10px;margin:10px 0}.success{background:#ecfdf3;color:#027a48;padding:10px;border-radius:10px;margin:10px 0}.layout{display:grid;grid-template-columns:260px 1fr;min-height:100vh}.sidebar{background:#0c2f5f;color:white;padding:22px 16px;position:sticky;top:0;height:100vh}.sidebar .brand{color:white;margin-bottom:24px}.nav button{display:flex;gap:10px;align-items:center;width:100%;background:transparent;color:#cfe3ff;border:0;padding:11px 12px;border-radius:10px;cursor:pointer;text-align:right;margin:3px 0}.nav button.active,.nav button:hover{background:#145ba9;color:white}.side-user{position:absolute;bottom:18px;right:16px;left:16px;background:#103d78;border-radius:12px;padding:12px}.content{min-width:0}.topbar{height:64px;background:white;border-bottom:1px solid #e3e8ef;display:flex;justify-content:space-between;align-items:center;padding:0 24px;position:sticky;top:0;z-index:5}.main{padding:24px}.head{display:flex;justify-content:space-between;gap:14px;align-items:flex-start;margin-bottom:18px}.head h1{margin:0 0 4px;font-size:26px}.head p{margin:0;color:#718096}.grid{display:grid;gap:16px}.stats{grid-template-columns:repeat(4,1fr)}.card{background:white;border:1px solid #e1e8f0;border-radius:16px;padding:18px;box-shadow:0 3px 12px #1f3c5d0a}.stat strong{display:block;font-size:30px;color:#0c5fc5;margin:8px 0}.two{grid-template-columns:1.3fr 1fr}.table-wrap{overflow:auto}.table{width:100%;border-collapse:collapse}.table th,.table td{padding:11px 9px;border-bottom:1px solid #edf1f6;text-align:right;vertical-align:top}.table th{font-size:12px;color:#667085;background:#f8fafc}.pill{display:inline-block;border-radius:20px;padding:5px 9px;font-size:12px;font-weight:700}.open,.waiting_agent{background:#fff7e6;color:#b54708}.in_progress,.human{background:#eaf2ff;color:#175cd3}.resolved,.bot,.approved,.active{background:#ecfdf3;color:#027a48}.closed,.archived,.inactive{background:#f2f4f7;color:#475467}.high,.urgent{background:#fff1f2;color:#b42318}.normal{background:#eef4ff;color:#3538cd}.low{background:#f2f4f7;color:#475467}.form-grid{display:grid;grid-template-columns:repeat(3,1fr);gap:12px}.form-grid .span2{grid-column:span 2}.form-grid .span3{grid-column:1/-1}.form-grid label{font-size:13px;font-weight:700}.form-grid input,.form-grid select,.form-grid textarea,.toolbar input,.toolbar select{width:100%;margin-top:5px;padding:10px;border:1px solid #d6deea;border-radius:9px;background:white}.form-grid textarea{min-height:95px}.toolbar{display:flex;gap:10px;flex-wrap:wrap;margin-bottom:14px}.toolbar>*{min-width:150px}.messages{height:430px;overflow:auto;background:#f7f9fc;border-radius:12px;padding:12px}.msg{max-width:78%;margin:8px 0;padding:10px 12px;border-radius:12px}.msg.inbound{background:white;border:1px solid #dfe6ef;margin-left:auto}.msg.outbound{background:#dcecff;margin-right:auto}.msg small{display:block;color:#7a8699;margin-top:5px}.actions{display:flex;gap:7px;flex-wrap:wrap}.ticket-card{border-right:4px solid #1b74d1}.ticket-meta{display:flex;gap:8px;flex-wrap:wrap;margin:8px 0}.muted{color:#728096}.empty{text-align:center;padding:30px;color:#8391a5}.modal{position:fixed;inset:0;background:#10233c80;display:grid;place-items:center;z-index:30;padding:20px}.modal-box{background:white;width:min(760px,96vw);max-height:90vh;overflow:auto;border-radius:16px;padding:20px}.bot-answer{white-space:pre-wrap;background:#f7fbff;border:1px solid #cfe4ff;padding:14px;border-radius:12px}.health{display:grid;grid-template-columns:repeat(2,1fr);gap:10px}.health div{padding:12px;background:#f8fafc;border-radius:10px}.kpi-blue{border-top:4px solid #1672d6}.kpi-amber{border-top:4px solid #f79009}.kpi-green{border-top:4px solid #12b76a}.kpi-violet{border-top:4px solid #7f56d9}@media(max-width:1000px){.stats{grid-template-columns:repeat(2,1fr)}.two{grid-template-columns:1fr}.form-grid{grid-template-columns:1fr 1fr}.layout{grid-template-columns:210px 1fr}}@media(max-width:720px){.layout{display:block}.sidebar{position:static;height:auto}.side-user{position:static;margin-top:14px}.nav{display:grid;grid-template-columns:1fr 1fr}.stats,.form-grid{grid-template-columns:1fr}.form-grid .span2,.form-grid .span3{grid-column:auto}.main{padding:14px}.topbar{position:static}.head{display:block}.head .actions{margin-top:10px}}
.bot-menu-preview{margin-top:14px;padding:14px;border:1px solid #d6e5f8;border-radius:14px;background:#f8fbff}.quick-choice-row{display:flex;gap:8px;flex-wrap:wrap;margin:10px 0}.question-choice-list{display:grid;gap:8px;margin-top:10px}.question-choice-list.compact{margin-top:8px}.quick-choice{width:100%;text-align:right;border:1px solid #cbdcf1;background:#fff;color:#17365f;border-radius:10px;padding:10px 12px;cursor:pointer}.quick-choice:hover{border-color:#1267d6;background:#eef6ff}.quick-choice.nav-choice{width:auto;min-width:120px}.quick-choice b,.choice-chip b{display:inline-grid;place-items:center;min-width:26px;height:26px;border-radius:7px;background:#1267d6;color:#fff;margin-left:7px}.choice-chip{display:block;background:#f8fbff;border:1px solid #d8e5f5;border-radius:9px;padding:8px;margin:5px 0}.warning-box{white-space:pre-wrap;background:#fff8e8;border:1px solid #f5d08a;color:#744b00;padding:14px;border-radius:12px}.info-note{background:#eef6ff;border:1px solid #cfe4ff;color:#245b91;padding:11px;border-radius:10px}.answer-text{white-space:pre-wrap;line-height:1.8}

/* v1.5 WhatsApp bot simulator */
.sim-layout{display:grid;grid-template-columns:minmax(0,1.45fr) minmax(280px,.55fr);gap:16px;align-items:start}.sim-card{padding:0;overflow:hidden}.wa-phone{background:#efeae2;min-height:700px;display:flex;flex-direction:column}.wa-header{min-height:72px;background:#075e54;color:#fff;display:flex;align-items:center;gap:12px;padding:11px 16px;position:sticky;top:0;z-index:2}.wa-header small{display:block;color:#d7f4ed;margin-top:3px}.wa-avatar{width:42px;height:42px;border-radius:50%;display:grid;place-items:center;background:#fff;color:#075e54;font-weight:900}.sim-state{margin-right:auto;border-radius:999px;padding:6px 10px;font-size:12px;font-weight:700;white-space:nowrap}.sim-state.bot{background:#ffffff24;color:#fff}.sim-state.human{background:#fff4cc;color:#694c00}.wa-messages{height:515px;overflow:auto;padding:18px 20px;background-color:#efeae2;background-image:radial-gradient(#b7aa9826 1px,transparent 1px);background-size:22px 22px}.wa-row{display:flex;margin:8px 0}.wa-row.student{justify-content:flex-end}.wa-row.bot{justify-content:flex-start}.wa-bubble{max-width:min(78%,720px);padding:9px 11px 7px;border-radius:9px;box-shadow:0 1px 1px #0002;position:relative}.wa-in{background:#d9fdd3;border-top-left-radius:9px;border-top-right-radius:2px}.wa-out{background:#fff;border-top-right-radius:9px;border-top-left-radius:2px}.wa-body{white-space:pre-wrap;line-height:1.75;color:#1f2c34;direction:rtl;text-align:right}.wa-meta{font-size:10px;color:#667781;margin-top:4px;display:flex;justify-content:flex-end;gap:5px;align-items:center}.ai-dot{background:#1267d6;color:#fff;border-radius:5px;padding:1px 5px;font-size:9px;font-weight:800}.sim-choices{background:#f7f9fa;border-top:1px solid #d9e0e4;padding:9px;display:flex;gap:7px;flex-wrap:wrap;max-height:145px;overflow:auto}.sim-choice{display:flex;gap:7px;align-items:center;border:1px solid #c8d2d7;background:#fff;color:#18333a;padding:8px 10px;border-radius:10px;cursor:pointer;text-align:right}.sim-choice:hover{border-color:#128c7e;background:#f1fffb}.sim-choice b{display:inline-grid;place-items:center;background:#128c7e;color:#fff;min-width:25px;height:25px;border-radius:7px}.sim-choice span{max-width:220px;white-space:nowrap;overflow:hidden;text-overflow:ellipsis}.wa-compose{display:grid;grid-template-columns:1fr auto;gap:8px;background:#f0f2f5;border-top:1px solid #d9e0e4;padding:10px}.wa-compose input{border:0;background:#fff;border-radius:22px;padding:12px 16px;outline:none}.wa-send{border:0;background:#00a884;color:#fff;border-radius:22px;padding:0 18px;font-weight:800;cursor:pointer}.wa-send:disabled{opacity:.55}.sim-help code{direction:ltr;display:inline-block;background:#f2f4f7;padding:2px 5px;border-radius:5px}.sim-steps{line-height:2;padding-right:22px}.sim-loading{text-align:center;color:#667781;padding:50px 10px}@media(max-width:1000px){.sim-layout{grid-template-columns:1fr}.wa-phone{min-height:620px}.wa-messages{height:450px}}@media(max-width:720px){.wa-bubble{max-width:88%}.sim-help{display:none}.wa-messages{height:62vh}.sim-choice span{max-width:160px}}

/* v1.6 follow-up workflow colors — mirrors trader status signaling */
.pill.open{background:#fff1f2;color:#b42318}.pill.received{background:#ecfeff;color:#087b8c}.pill.in_progress{background:#eaf2ff;color:#175cd3}.pill.deferred{background:#fff8e1;color:#9a6700}.pill.resolved{background:#ecfdf3;color:#027a48}.pill.closed{background:#f2f4f7;color:#475467}.pill.cancelled{background:#fee4e2;color:#912018}
.ticket-table{min-width:1120px}.ticket-table td{transition:background .15s}.ticket-negative>td{background:rgba(210,61,61,.10)!important}.ticket-negative:hover>td{background:rgba(210,61,61,.16)!important}.ticket-received>td{background:rgba(16,185,210,.09)!important}.ticket-received:hover>td{background:rgba(16,185,210,.14)!important}.ticket-progress>td{background:rgba(18,103,214,.08)!important}.ticket-progress:hover>td{background:rgba(18,103,214,.13)!important}.ticket-deferred>td{background:rgba(210,157,43,.11)!important}.ticket-deferred:hover>td{background:rgba(210,157,43,.17)!important}.ticket-positive>td{background:rgba(40,167,105,.11)!important}.ticket-positive:hover>td{background:rgba(40,167,105,.17)!important}.ticket-closed>td{background:rgba(102,112,133,.07)!important}.ticket-closed:hover>td{background:rgba(102,112,133,.12)!important}
.status-legend{display:flex;gap:8px;flex-wrap:wrap;margin-bottom:12px}.status-legend span{padding:6px 10px;border-radius:999px;font-size:11px;font-weight:800;border:1px solid #d7deea}.legend-positive{background:rgba(40,167,105,.12);color:#167047;border-color:rgba(40,167,105,.28)!important}.legend-negative{background:rgba(210,61,61,.11);color:#9a2929;border-color:rgba(210,61,61,.28)!important}.legend-warning{background:rgba(210,157,43,.12);color:#8b661a;border-color:rgba(210,157,43,.30)!important}.legend-received{background:rgba(16,185,210,.11);color:#087b8c;border-color:rgba(16,185,210,.28)!important}.legend-progress{background:rgba(18,103,214,.10);color:#175cd3;border-color:rgba(18,103,214,.25)!important}.legend-neutral{background:#f2f4f7;color:#475467}.ticket-note,.ticket-resolution{margin-top:7px;padding:6px 8px;border-radius:8px;font-size:12px;white-space:normal}.ticket-note{background:#f8fafc;color:#536173}.ticket-resolution{background:#ecfdf3;color:#027a48}.compact-actions{min-width:125px}.integration-list{display:grid;gap:6px;margin-top:12px;padding:10px;border-radius:10px;background:#f8fafc}.integration-list span{display:flex;justify-content:space-between;gap:10px}
.ticket-stats .stat strong{font-size:26px}.ticket-negative-card{border-top:4px solid #d23d3d}.ticket-progress-card{border-top:4px solid #1267d6}.ticket-deferred-card{border-top:4px solid #d29d2b}.ticket-positive-card{border-top:4px solid #28a769}

.filter-panel{display:grid;grid-template-columns:repeat(auto-fit,minmax(150px,1fr));gap:12px;margin-bottom:18px;align-items:end}.filter-panel input,.filter-panel select{width:100%;box-sizing:border-box}.filter-panel small{grid-column:1/-1}.check-label{display:flex;align-items:center;gap:8px}.check-label input{width:auto}.notification-badge{display:inline-flex;background:#dc2626;color:#fff;border-radius:20px;min-width:23px;height:23px;align-items:center;justify-content:center;font-size:12px;font-weight:700;margin-inline-start:auto;padding:0 5px}.notification-badge[hidden]{display:none}.nav button{display:flex;align-items:center;gap:10px}.btn.danger{background:#fff1f2;border:1px solid #fda4af;color:#9f1239}.topbar{flex-wrap:wrap;gap:12px}.topbar .actions{flex-wrap:wrap}.modal-box{max-height:90vh;overflow:auto}fieldset.form-grid{border:0;padding:0;margin:0}.pill.urgent{background:#fee2e2;color:#991b1b;font-weight:800}.pill.high{background:#fff7ed;color:#9a3412}button:disabled{opacity:.5;cursor:not-allowed}.table .actions{flex-wrap:wrap}#exportStatus{margin-top:12px}.filter-panel label{display:flex;flex-direction:column;gap:5px}.filter-panel .check-label{flex-direction:row}
.filter-panel input:not([type=checkbox]),.filter-panel select,#knowledgeEditor input,#knowledgeEditor select,#knowledgeEditor textarea{border:1px solid #cbd5e1;border-radius:9px;padding:10px;background:#fff;color:#172b4d;font:inherit;box-sizing:border-box}

/* V1.9 service-desk layout: calm, human and readable on committee screens. */
:root{--navy:#102a43;--blue:#1769aa;--blue-soft:#eaf4fb;--ink:#172b4d;--muted:#62748a;--line:#dce5ee;--paper:#fff;--canvas:#f2f6f9;--danger:#c53030;--radius:14px}
body{font-family:"Segoe UI",Tahoma,Arial,sans-serif;background:var(--canvas);color:var(--ink);line-height:1.55}
.layout{grid-template-columns:276px minmax(0,1fr)}
.sidebar{background:linear-gradient(180deg,#102f4f 0%,#0d2742 100%);padding:26px 18px;border-left:1px solid #ffffff12;display:flex;flex-direction:column;overflow:hidden}
.sidebar .brand{font-size:24px;letter-spacing:.8px;margin:0 8px 26px}.sidebar .brand .sub{display:block;color:#a9c7df;font-size:11px;letter-spacing:1.2px;margin-top:3px}
.nav{display:grid;gap:4px;overflow:auto;min-height:0;padding-left:3px}.nav button{min-height:44px;padding:10px 14px;border-radius:11px;color:#d8e8f5;font-size:14px;font-weight:650;transition:background .15s,transform .15s;flex:none}.nav button:hover{transform:translateX(-2px)}.nav button.active{background:#fff;color:#12395e;box-shadow:0 6px 20px #06182b33}
.side-user{position:static;background:#ffffff0e;border:1px solid #ffffff1f;padding:14px;margin-top:auto;flex:none}.side-user .sub{color:#b9d0e3}
.topbar{height:auto;min-height:70px;padding:12px 28px;border-color:var(--line);box-shadow:0 1px 6px #102a4308}.topbar>span{color:#16845b;font-size:13px}.topbar .actions{align-items:center}.actionable-note{color:#9a3412;background:#fff7ed;border:1px solid #fed7aa;border-radius:999px;padding:6px 10px}
.main{max-width:1600px;margin:0 auto;padding:30px}.head{align-items:center;margin-bottom:20px}.head h1{font-size:27px;color:#12395e;letter-spacing:-.2px}.head p{color:var(--muted);font-size:14px}
.card{border:1px solid var(--line);border-radius:var(--radius);box-shadow:0 5px 20px #102a4308;padding:20px}.card h2,.card h3{color:#173f62;margin-top:0}
.btn{min-height:40px;border-radius:10px;padding:9px 15px;transition:transform .12s,box-shadow .12s}.btn:hover:not(:disabled){transform:translateY(-1px)}.btn.primary{background:linear-gradient(135deg,#1769aa,#0f568f);box-shadow:0 5px 14px #1769aa2b}.btn.ghost{border-color:#cbd8e5;color:#244c6e}.btn.tiny{min-height:33px;padding:6px 11px}
.stats{grid-template-columns:repeat(4,minmax(0,1fr))}.stat{position:relative;overflow:hidden}.stat:after{content:"";position:absolute;width:86px;height:86px;border-radius:50%;background:#1769aa09;left:-24px;top:-24px}.stat span{font-size:13px;color:var(--muted);font-weight:700}.stat strong{font-size:32px;color:#123f68}.dashboard-columns{margin-top:18px}.section-title{display:flex;align-items:center;justify-content:space-between;gap:12px}.ticket-summary,.recent-conversation{display:flex;justify-content:space-between;align-items:center;gap:14px;padding:13px 0;border-bottom:1px solid #eaf0f5}.ticket-summary:last-child,.recent-conversation:last-child{border:0}.ticket-summary>div,.recent-conversation{min-width:0}.ticket-summary small,.recent-conversation small{display:block;color:var(--muted);margin-top:3px}.ticket-summary>div:last-child{text-align:left}.spaced-title{margin-top:24px!important}
.filter-panel{grid-template-columns:repeat(4,minmax(150px,1fr));gap:14px;padding:18px;margin-bottom:18px;background:#fbfdff}.filter-panel label,.form-grid label,.reply-field{font-size:12px;font-weight:750;color:#344c63;letter-spacing:.05px}.filter-panel input:not([type=checkbox]),.filter-panel select,.form-grid input,.form-grid select,.form-grid textarea,.field{width:100%;min-height:43px;margin-top:6px;border:1px solid #cbd8e5;border-radius:10px;padding:10px 12px;background:#fff;color:var(--ink);outline:none;transition:border .15s,box-shadow .15s}.filter-panel input:focus,.filter-panel select:focus,.form-grid input:focus,.form-grid select:focus,.form-grid textarea:focus,.field:focus{border-color:#3985bd;box-shadow:0 0 0 3px #3985bd20}.form-grid textarea,.reply-field textarea{min-height:108px;resize:vertical}.form-grid{gap:16px}.filter-panel .actions{align-self:end}.filter-panel small{color:var(--muted)}
.table-wrap{padding:0;overflow:auto}.table{min-width:900px}.table th{position:sticky;top:0;z-index:1;padding:13px 14px;background:#f6f9fc;color:#536b80;border-bottom:1px solid var(--line);font-size:11px;letter-spacing:.15px}.table td{padding:15px 14px;border-bottom:1px solid #e8eef4;color:#253f56}.table tbody tr:hover td{background:#f9fcff}.table td small{display:block;color:var(--muted);margin-top:4px}.table td>b{display:block}.conversation-table{min-width:1100px}.ticket-table{min-width:1180px}.request-preview{max-width:520px;margin:5px 0 0;color:#435d73;white-space:pre-wrap;line-height:1.65}.pill{white-space:nowrap;padding:5px 10px}
.modal{background:#0b213b99;backdrop-filter:blur(3px);padding:26px}.modal-box{width:min(880px,96vw);border-radius:18px;padding:24px;box-shadow:0 30px 80px #07192c55}.conversation-modal{width:min(1050px,97vw)}
.student-profile{display:grid;grid-template-columns:repeat(4,1fr);gap:10px;margin-bottom:12px}.student-profile>div{background:#f6f9fc;border:1px solid #e1e9f0;border-radius:11px;padding:11px}.student-profile span,.request-box>span{display:block;color:var(--muted);font-size:11px;font-weight:750;margin-bottom:3px}.student-profile b{font-size:13px;color:#183c5b}.request-box{position:relative;border-right:4px solid #3985bd;background:#f5faff;border-radius:11px;padding:13px 15px;margin-bottom:14px}.request-box p{margin:0;padding-left:80px;white-space:pre-wrap}.request-box .pill{position:absolute;left:12px;top:12px}
.registry-ok{background:#ecfdf3;color:#067647;border:1px solid #abefc6;border-radius:10px;padding:8px 12px;margin:-2px 0 12px;font-size:12px;font-weight:700}
.appointment-note{background:#eef4ff;color:#3538cd;border:1px solid #c7d7fe;border-radius:9px;padding:7px 9px;margin-top:8px;font-size:12px;font-weight:700}
.settings-options{margin-top:18px}.settings-options label{display:block;font-size:12px;font-weight:750;color:#344c63}.settings-options select,.settings-options input{width:100%;min-height:43px;margin-top:6px;border:1px solid #cbd8e5;border-radius:10px;padding:9px 11px;background:#fff}.settings-options small{display:block;color:var(--muted);margin-top:8px}.settings-save{margin-top:18px}
.messages{height:min(420px,42vh);background:#eef3f7;border:1px solid #dfe8ef;padding:16px}.msg{line-height:1.65;border-radius:14px;padding:11px 14px;white-space:pre-wrap}.msg.inbound{background:#fff;border-color:#dce5ed}.msg.outbound{background:#dceef9;border:1px solid #c2deef}.msg small{font-size:10px}.conversation-actions{display:grid;grid-template-columns:1fr auto;gap:12px;margin-top:14px;align-items:end}.conversation-actions .actions{grid-column:1/-1}.reply-field{display:block}.reply-field textarea{margin-top:6px;min-height:82px}
.success,.error{border-radius:11px;padding:12px 14px}.notification-badge{box-shadow:0 0 0 3px #fff2;background:#d92d20}.empty{padding:42px 20px}.toolbar{align-items:center;padding:12px 4px;color:var(--muted)}
@media(max-width:1100px){.layout{grid-template-columns:226px minmax(0,1fr)}.stats{grid-template-columns:repeat(2,1fr)}.filter-panel{grid-template-columns:repeat(2,1fr)}.student-profile{grid-template-columns:repeat(2,1fr)}}
@media(max-width:760px){.layout{display:block}.sidebar{height:auto;position:static}.nav{grid-template-columns:repeat(2,1fr)}.side-user{position:static;margin-top:14px}.main{padding:16px}.topbar{padding:10px 16px}.stats,.filter-panel,.form-grid,.student-profile{grid-template-columns:1fr}.conversation-actions{grid-template-columns:1fr}.conversation-actions #send{width:100%}.request-box p{padding-left:0;padding-top:32px}.head{align-items:flex-start}.modal{padding:8px}.modal-box{padding:16px}}