:root{--color-primary: #06C755;--color-primary-hover: #05A445;--color-danger: #FF3B30;--color-danger-hover: #E32E24;--color-danger-bg: rgba(255, 59, 48, .1);--color-warning: #FF9500;--bg-page: #F4F6F8;--bg-surface: #FFFFFF;--bg-surface-hover: #F8FAFC;--bg-chat: #E8F4F8;--bg-message-own: #06C755;--bg-message-other: #FFFFFF;--text-main: #1C1C1E;--text-secondary: #6B7280;--text-muted: #9CA3AF;--text-inverse: #FFFFFF;--border-color: #E5E7EB;--shadow-sm: 0 1px 2px 0 rgba(0, 0, 0, .05);--shadow-md: 0 4px 6px -1px rgba(0, 0, 0, .1), 0 2px 4px -1px rgba(0, 0, 0, .06);--shadow-lg: 0 10px 15px -3px rgba(0, 0, 0, .1), 0 4px 6px -2px rgba(0, 0, 0, .05);--radius-sm: 4px;--radius-md: 8px;--radius-lg: 12px;--radius-full: 9999px;--font-family: "Inter", -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif}*{box-sizing:border-box;margin:0;padding:0}body{font-family:var(--font-family);background-color:var(--bg-page);color:var(--text-main);-webkit-font-smoothing:antialiased;-moz-osx-font-smoothing:grayscale;line-height:1.5;overflow:hidden}input,button,textarea{font-family:inherit;font-size:inherit}button{cursor:pointer;border:none;background:none}.transition-colors{transition:color .2s ease,background-color .2s ease,border-color .2s ease}.transition-transform{transition:transform .2s ease}@keyframes slideIn{0%{opacity:0;transform:translateY(10px)}to{opacity:1;transform:translateY(0)}}@keyframes pulse{0%{transform:scale(1)}50%{transform:scale(1.05)}to{transform:scale(1)}}@keyframes flashBg{0%{background-color:var(--color-danger-bg)}to{background-color:transparent}}.animate-slide-in{animation:slideIn .3s cubic-bezier(.16,1,.3,1) forwards}.animate-flash{animation:flashBg 1s ease-out}::-webkit-scrollbar{width:6px;height:6px}::-webkit-scrollbar-track{background:transparent}::-webkit-scrollbar-thumb{background:#cbd5e1;border-radius:var(--radius-full)}::-webkit-scrollbar-thumb:hover{background:#94a3b8}.app-container{display:flex;height:100vh;width:100vw;background-color:var(--bg-page);overflow:hidden}.sidebar{width:260px;background-color:var(--bg-surface);border-right:1px solid var(--border-color);display:flex;flex-direction:column;z-index:10;box-shadow:var(--shadow-sm);transition:width .2s ease}.sidebar-collapsed{width:60px}.sidebar-header{padding:10px;border-bottom:1px solid var(--border-color);position:relative}.sidebar-collapsed .sidebar-header{padding:10px}.sidebar-collapse-btn{position:absolute;right:6px;top:50%;transform:translateY(-50%);background:var(--bg-surface);border:1px solid var(--border-color);border-radius:50%;width:24px;height:24px;display:flex;align-items:center;justify-content:center;cursor:pointer;color:var(--text-muted);padding:0;transition:all .15s ease;opacity:0}.sidebar:hover .sidebar-collapse-btn,.sidebar-collapse-btn:focus{opacity:1}.sidebar-collapsed .sidebar-collapse-btn{opacity:1;position:static;transform:none;margin:6px auto 0}.sidebar-collapse-btn:hover{background:var(--bg-surface-hover);color:var(--text-primary)}.sidebar-collapsed .store-list{padding:8px}.sidebar-collapsed .store-item{justify-content:center;padding:10px;position:relative}.sidebar-collapsed .store-item .badge{position:absolute;top:2px;right:2px;font-size:.65rem;padding:1px 5px;min-width:16px}.customer-sidebar-toggle-collapsed{width:40px;background-color:var(--bg-surface);border-left:1px solid var(--border-color);display:flex;flex-direction:column;align-items:center;justify-content:flex-start;padding-top:16px;gap:8px;cursor:pointer;color:var(--text-muted);transition:background-color .15s ease;flex-shrink:0}.customer-sidebar-toggle-collapsed:hover{background-color:var(--bg-surface-hover);color:var(--text-primary)}.sidebar-title{font-size:1.125rem;font-weight:700;color:var(--text-main);display:flex;align-items:center;gap:8px;white-space:nowrap}.sidebar-title svg{color:var(--color-primary)}.online-operators{padding:10px 16px;border-bottom:1px solid var(--border-color)}.operator-badge{display:inline-flex;align-items:center;gap:4px;padding:2px 8px;border-radius:10px;font-size:.7rem;font-weight:500;background-color:#22c55e14;color:var(--text-secondary);border:1px solid rgba(34,197,94,.2)}.online-dot{width:6px;height:6px;border-radius:50%;background-color:#22c55e;flex-shrink:0}.online-scroll::-webkit-scrollbar{height:3px}.online-scroll::-webkit-scrollbar-track{background:transparent}.online-scroll::-webkit-scrollbar-thumb{background:var(--border-color);border-radius:3px}.unread-ticker{overflow:hidden;border-bottom:1px solid var(--border-color);padding:6px 0;background:#ef44440a}.unread-ticker-track{display:inline-block;white-space:nowrap;animation:ticker-scroll 8s linear infinite;font-size:.7rem;font-weight:600;color:#ef4444;padding-left:100%}@keyframes ticker-scroll{0%{transform:translate(0)}to{transform:translate(-50%)}}.store-list{flex:1;overflow-y:auto;padding:12px}.store-item{display:flex;align-items:center;justify-content:space-between;padding:12px;border-radius:var(--radius-md);margin-bottom:4px;cursor:pointer;transition:all .2s ease;font-size:.95rem;color:var(--text-secondary);overflow:hidden}.store-item:hover{background-color:var(--bg-surface-hover)}.store-item.active{background-color:var(--color-primary);color:var(--text-inverse);box-shadow:var(--shadow-md)}.badge{background-color:var(--color-danger);color:var(--text-inverse);font-size:.75rem;font-weight:700;padding:2px 8px;border-radius:var(--radius-full);min-width:24px;text-align:center}.badge-warning{background-color:var(--color-warning)}.chat-list-panel{width:340px;background-color:var(--bg-surface);border-right:1px solid var(--border-color);display:flex;flex-direction:column}.panel-header{padding:16px 20px;border-bottom:1px solid var(--border-color);background-color:var(--bg-surface);z-index:5}.panel-title{font-size:1rem;font-weight:600;margin-bottom:12px}.tabs{display:flex;gap:8px;background-color:var(--bg-page);padding:4px;border-radius:var(--radius-md)}.tab{flex:1;padding:6px 0;text-align:center;font-size:.85rem;font-weight:500;border-radius:var(--radius-sm);color:var(--text-secondary);transition:all .2s}.tab:hover{color:var(--text-main)}.tab.active{background-color:var(--bg-surface);color:var(--text-main);box-shadow:var(--shadow-sm)}.chat-list{flex:1;overflow-y:auto}.chat-item{display:flex;padding:16px 20px;border-bottom:1px solid var(--border-color);cursor:pointer;transition:background-color .2s;position:relative}.chat-item:hover{background-color:var(--bg-surface-hover)}.chat-item.active{background-color:#06c7550d;border-left:3px solid var(--color-primary)}.chat-item.unread{background-color:var(--color-danger-bg)}.chat-item.unread:before{content:"";position:absolute;left:8px;top:50%;transform:translateY(-50%);width:8px;height:8px;background-color:var(--color-danger);border-radius:50%}.chat-avatar{width:44px;height:44px;background-color:#e2e8f0;border-radius:var(--radius-full);display:flex;align-items:center;justify-content:center;color:var(--text-secondary);margin-right:12px;flex-shrink:0;overflow:hidden}.chat-avatar img{width:100%;height:100%;object-fit:cover}.chat-info{flex:1;min-width:0}.chat-header{display:flex;justify-content:space-between;align-items:center;margin-bottom:4px}.chat-name{font-weight:600;font-size:.95rem;white-space:nowrap;overflow:hidden;text-overflow:ellipsis}.chat-time{font-size:.75rem;color:var(--text-secondary)}.chat-preview{font-size:.85rem;color:var(--text-secondary);white-space:nowrap;overflow:hidden;text-overflow:ellipsis}.chat-item.unread .chat-preview{font-weight:600;color:var(--text-main)}.lock-indicator{position:absolute;top:16px;right:20px;color:var(--color-warning);display:flex;align-items:center;gap:4px;font-size:.75rem;background:#ff95001a;padding:4px 8px;border-radius:var(--radius-full);font-weight:600}.chat-detail-area{flex:1;min-width:0;display:flex;flex-direction:column;background-color:var(--bg-surface);position:relative}.chat-detail-header{padding:16px 24px;border-bottom:1px solid var(--border-color);display:flex;justify-content:space-between;align-items:center;background-color:var(--bg-surface);z-index:5;box-shadow:var(--shadow-sm)}.chat-detail-user{display:flex;align-items:center;gap:12px}.chat-detail-name{font-size:1.125rem;font-weight:600}.chat-detail-store{font-size:.8rem;color:var(--text-secondary);background-color:var(--bg-page);padding:2px 8px;border-radius:var(--radius-sm)}.chat-actions{display:flex;gap:8px}.btn{padding:8px 16px;border-radius:var(--radius-md);font-weight:600;font-size:.85rem;display:flex;align-items:center;gap:6px;transition:all .2s}.btn-primary{background-color:var(--color-primary);color:var(--text-inverse)}.btn-primary:hover{background-color:var(--color-primary-hover)}.btn-outline{background-color:transparent;border:1px solid var(--border-color);color:var(--text-main)}.btn-outline:hover{background-color:var(--bg-page)}.btn-success{background-color:#10b981;color:#fff}.btn-success:hover{background-color:#059669}.messages-container{flex:1;background-color:#f1f5f9;padding:24px;overflow-y:auto;display:flex;flex-direction:column;gap:16px}.message-wrapper{display:flex;max-width:70%}.message-wrapper.user{align-self:flex-start}.message-wrapper.operator{align-self:flex-end;flex-direction:row-reverse}.message-bubble{padding:12px 16px;border-radius:16px;font-size:.95rem;white-space:pre-wrap;word-break:break-word;line-height:1.4;position:relative;box-shadow:0 1px 2px #0000000d}.message-wrapper.user .message-bubble{background-color:var(--bg-surface);padding:12px 16px;border-radius:16px;font-size:.95rem;line-height:1.5;color:var(--text-main);box-shadow:0 1px 2px #0000000d;border:1px solid var(--border-color);max-width:100%}.operator .message-bubble{background-color:var(--color-primary);color:var(--text-inverse);border:none;border-top-right-radius:4px}.operator.message-error-state .message-bubble{background-color:var(--color-danger);opacity:.9}.error-text-mini{font-size:.75rem;margin-top:8px;padding-top:8px;border-top:1px dashed rgba(255,255,255,.4);color:#ffffffe6;display:flex;align-items:center}.user .message-bubble{border-top-left-radius:4px}.message-time{font-size:.7rem;color:var(--text-muted);margin:0 8px 2px;white-space:nowrap;display:flex;align-items:center;gap:4px}.retry-btn{padding:2px;background:#ef44441a;border-radius:50%;margin-right:4px}.retry-btn:hover{background:#ef444433}.message-status{font-size:.65rem;color:var(--color-primary);margin-left:4px}.date-divider{display:flex;align-items:center;justify-content:center;margin:16px 0}.date-badge{background-color:#0000001a;color:var(--text-secondary);font-size:.75rem;padding:4px 12px;border-radius:var(--radius-full)}.template-dropdown{position:relative}.input-area{padding:16px;background-color:var(--bg-surface);border-top:1px solid var(--border-color);display:flex;flex-direction:column;transition:all .3s ease;flex:0 0 40%}.input-area.split-view{flex:0 0 50%;padding:12px 16px 16px}.split-toolbar{display:flex;gap:6px;margin-bottom:8px}.split-view-container{display:flex;flex:1;gap:16px;height:100%;min-height:0}.template-pane{flex:0 0 45%;border:1px solid var(--border-color);border-radius:var(--radius-md);display:flex;flex-direction:column;overflow:hidden;background-color:#f8fafc;min-height:0;max-height:100%}.template-pane-header{padding:8px 12px;background-color:var(--bg-surface-hover);border-bottom:1px solid var(--border-color);font-size:.85rem;color:var(--text-secondary)}.template-pane-list{flex:1 1 auto;overflow-y:auto;padding:8px;min-height:0;height:0}.template-pane-item{padding:10px;background-color:var(--bg-surface);border:1px solid var(--border-color);border-radius:var(--radius-sm);margin-bottom:8px;cursor:pointer;transition:all .2s}.template-pane-item:hover{border-color:var(--color-primary);box-shadow:var(--shadow-sm);background-color:#f0f9ff}.category-item{display:flex;align-items:center;justify-content:space-between;padding:12px 16px;background-color:var(--bg-surface);color:var(--text-main);font-weight:600;border-left:3px solid var(--color-primary)}.category-item:hover{background-color:#00000005;transform:translate(2px)}.input-pane{flex:1;display:flex;position:relative;min-width:0;border-radius:var(--radius-md);border:1px solid var(--border-color);background-color:var(--bg-surface);overflow:hidden}.input-container{display:flex;align-items:stretch;background-color:var(--bg-surface);border:1px solid var(--border-color);border-radius:var(--radius-md);padding:8px 16px;transition:all .2s;flex:1}.input-box{flex:1;border:none;background:transparent;padding:8px 0;font-family:inherit;font-size:.95rem;resize:none;min-height:40px;max-height:100%;height:100%;outline:none;color:var(--text-main);line-height:1.5}.input-pane .input-box{padding:12px 16px;height:100%;max-height:100%;width:calc(100% - 48px)}.send-btn{background-color:var(--color-primary);color:#fff;border:none;width:40px;height:40px;border-radius:50%;display:flex;align-items:center;justify-content:center;cursor:pointer;transition:all .2s;margin-left:12px;margin-bottom:8px;align-self:flex-end}.input-pane .send-btn{position:absolute;bottom:12px;right:12px;margin:0}.send-btn:hover{background-color:var(--color-primary-hover);transform:scale(1.05)}.send-btn:disabled{background-color:var(--text-muted);cursor:not-allowed;transform:none}.sla-warning{background-color:var(--color-warning-bg, #FFFBEB);color:var(--color-warning-text, #B45309);padding:12px 16px;display:flex;align-items:center;gap:8px;font-size:.9rem;font-weight:600;border-bottom:1px solid #FEF3C7}.sla-warning.urgent{background-color:#ef44441a;color:var(--color-danger);border-bottom:1px solid rgba(239,68,68,.2);animation:pulse-border 2s infinite}@keyframes pulse-border{0%{box-shadow:0 0 #ef444466 inset}70%{box-shadow:0 0 0 4px #ef444400 inset}to{box-shadow:0 0 #ef444400 inset}}.toast-container{position:fixed;bottom:24px;right:24px;z-index:50;display:flex;flex-direction:column;gap:12px}.toast{background-color:var(--bg-surface);border-left:4px solid var(--color-primary);box-shadow:var(--shadow-lg);padding:16px 32px 16px 16px;border-radius:var(--radius-md);display:flex;align-items:flex-start;gap:12px;width:320px;position:relative}.toast-close{position:absolute;top:8px;right:8px;background:none;border:none;cursor:pointer;color:var(--text-muted);font-size:1.1rem;padding:0 4px;line-height:1}.toast-close:hover{color:var(--text-primary)}.toast.warning{border-left-color:var(--color-danger)}.toast-content{flex:1}.toast-title{font-weight:600;font-size:.9rem;margin-bottom:4px}.toast-desc{font-size:.8rem;color:var(--text-secondary);white-space:nowrap;overflow:hidden;text-overflow:ellipsis}.locked-overlay{position:absolute;inset:0;background-color:#ffffffb3;z-index:10;display:flex;flex-direction:column;align-items:center;justify-content:center;-webkit-backdrop-filter:blur(2px);backdrop-filter:blur(2px)}.locked-card{background-color:#fff;padding:24px 32px;border-radius:var(--radius-lg);box-shadow:var(--shadow-lg);text-align:center;max-width:400px}.locked-icon{width:64px;height:64px;background-color:#ff95001a;color:var(--color-warning);border-radius:50%;display:flex;align-items:center;justify-content:center;margin:0 auto 16px}.settings-panel{flex:1;background-color:var(--bg-surface);display:flex;flex-direction:column;overflow:hidden}.settings-header{padding:24px 32px;border-bottom:1px solid var(--border-color);background-color:var(--bg-surface);z-index:10}.settings-header h2{font-size:1.5rem;font-weight:700;color:var(--text-main);margin:0}.settings-layout{display:flex;flex:1;overflow:hidden}.settings-sidebar{width:250px;background-color:#f8fafc;border-right:1px solid var(--border-color);padding:24px 16px;display:flex;flex-direction:column;gap:8px;overflow-y:auto}.settings-nav-item{display:flex;align-items:center;gap:12px;padding:12px 16px;border-radius:var(--radius-md);font-weight:600;font-size:.9rem;color:var(--text-secondary);cursor:pointer;transition:all .2s}.settings-nav-item:hover{background-color:#0000000a;color:var(--text-main)}.settings-nav-item.active{background-color:var(--color-primary);color:var(--text-inverse);box-shadow:var(--shadow-sm)}.settings-content{flex:1;padding:32px;overflow-y:auto;background-color:#f1f5f9}.settings-section{background-color:var(--bg-surface);border-radius:var(--radius-lg);box-shadow:var(--shadow-sm);border:1px solid var(--border-color);padding:24px;margin-bottom:24px}.section-header{display:flex;justify-content:space-between;align-items:center;margin-bottom:24px;padding-bottom:16px;border-bottom:1px solid var(--border-color)}.section-header h3{font-size:1.125rem;font-weight:600;margin:0}.template-editor-card{background-color:var(--bg-page);border:1px solid var(--border-color);border-radius:var(--radius-md);padding:20px;margin-bottom:24px}.template-editor-card h4{margin-top:0;margin-bottom:16px;font-size:1rem;color:var(--color-primary)}.form-group{margin-bottom:16px}.form-group label{display:block;font-size:.85rem;font-weight:600;margin-bottom:8px;color:var(--text-secondary)}.form-input,.form-textarea{width:100%;box-sizing:border-box}.form-actions{display:flex;justify-content:flex-end;gap:12px;margin-top:24px}.template-manager-list{display:flex;flex-direction:column;gap:12px}.template-manager-item{display:flex;align-items:flex-start;padding:16px;background-color:var(--bg-page);border:1px solid var(--border-color);border-radius:var(--radius-md);transition:all .2s}.template-manager-item:hover{border-color:var(--color-primary);box-shadow:var(--shadow-sm)}.template-reorder-controls{display:flex;flex-direction:column;gap:4px;margin-right:16px;padding-top:2px}.icon-btn{background:none;border:none;color:var(--text-muted);cursor:pointer;padding:4px;border-radius:var(--radius-sm);display:flex;align-items:center;justify-content:center;transition:all .2s}.icon-btn:hover:not(:disabled){background-color:var(--bg-surface-hover);color:var(--text-main)}.icon-btn:disabled{opacity:.3;cursor:not-allowed}.icon-btn.primary-text:hover{color:var(--color-primary)}.icon-btn.danger-text:hover{color:var(--color-danger)}.template-manager-content{flex:1;min-width:0}.template-manager-title{font-weight:600;font-size:1rem;margin-bottom:8px;color:var(--text-main)}.template-manager-text{font-size:.85rem;color:var(--text-secondary);white-space:pre-wrap;line-height:1.5}.template-manager-actions{display:flex;gap:8px;margin-left:16px}.empty-state{text-align:center;padding:40px;color:var(--text-muted);background-color:var(--bg-page);border-radius:var(--radius-md);border:1px dashed var(--border-color)}.settings-grid{display:flex;flex-direction:column;gap:16px}.settings-grid .form-group{margin-bottom:0;display:flex;align-items:center;justify-content:space-between;padding:12px 0;border-bottom:1px solid var(--border-color)}.settings-grid .form-group:last-child{border-bottom:none}.toggle-switch-container{display:flex;justify-content:space-between;align-items:flex-start}.toggle-info{flex:1;padding-right:24px}.switch{position:relative;display:inline-block;width:44px;height:24px;flex-shrink:0}.switch input{opacity:0;width:0;height:0}.slider{position:absolute;cursor:pointer;inset:0;background-color:#ccc;transition:.4s}.slider:before{position:absolute;content:"";height:18px;width:18px;left:3px;bottom:3px;background-color:#fff;transition:.4s}input:checked+.slider{background-color:var(--color-primary)}input:disabled+.slider{background-color:#e2e8f0;cursor:not-allowed}input:checked+.slider:before{transform:translate(20px)}.slider.round{border-radius:24px}.slider.round:before{border-radius:50%}.ip-list{display:flex;flex-direction:column;gap:8px;margin-top:16px}.ip-item{display:flex;justify-content:space-between;align-items:center;padding:10px 16px;background-color:var(--bg-page);border:1px solid var(--border-color);border-radius:var(--radius-sm);font-family:monospace;font-size:.95rem}.audit-table-wrapper{background-color:var(--bg-page);border:1px solid var(--border-color);border-radius:var(--radius-md);overflow:hidden}.audit-table{width:100%;border-collapse:collapse;text-align:left}.audit-table th,.audit-table td{padding:12px 16px;border-bottom:1px solid var(--border-color)}.audit-table th{background-color:var(--bg-surface-hover);font-size:.8rem;font-weight:600;color:var(--text-secondary)}.audit-table tr:last-child td{border-bottom:none}.log-badge{display:inline-block;padding:4px 8px;border-radius:4px;font-size:.75rem;font-weight:600;text-transform:uppercase}.log-success{background-color:#10b9811a;color:#10b981}.log-danger{background-color:#ef44441a;color:var(--color-danger)}.log-info{background-color:#3b82f61a;color:#3b82f6}.customer-sidebar{width:300px;background-color:var(--bg-surface);border-left:1px solid var(--border-color);display:flex;flex-direction:column;z-index:5;box-shadow:-2px 0 10px #00000005;overflow-y:auto;transition:width .2s ease}.customer-sidebar-header h3{margin:0;font-size:1rem;font-weight:600}.notes-section{flex:1;display:flex;flex-direction:column;padding:20px;background-color:#f8fafc;overflow:hidden}.btn-sm{padding:6px 12px;font-size:.8rem}.form-input,.form-textarea{outline:none}.form-input:focus,.form-textarea:focus{box-shadow:0 0 0 2px #3b82f626}.msg-image-thumb{width:150px;height:150px;object-fit:cover;border-radius:8px;cursor:pointer;transition:opacity 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rgba(150,150,150,.4)!important;opacity:.55}.unsent-content{display:flex;flex-direction:column;gap:6px}.unsent-original-text{font-size:.82rem;color:#999}.unsent-label{font-size:.7rem;color:#aaa;font-style:italic;display:flex;align-items:center;gap:3px}.unsent-label:before{content:"✕";font-size:.6rem;font-style:normal}.msg-unsend-btn{display:none;font-size:.62rem;color:#e53e3e;background:none;border:1px solid #e53e3e;border-radius:4px;padding:1px 6px;cursor:pointer;white-space:nowrap;line-height:1.4}.msg-unsend-btn:hover{background:#e53e3e;color:#fff}.message-wrapper.operator:hover .msg-unsend-btn{display:inline-block}@keyframes typingDots{0%{content:"."}33%{content:".."}66%{content:"..."}to{content:"."}}.typing-indicator{padding:4px 12px;font-size:.78rem;color:#10b981;font-style:italic}.typing-indicator .dots{display:inline-block;width:18px;text-align:left}.typing-indicator .dots:after{content:".";animation:typingDots 1.2s infinite 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