:root {
  --bg: #f3f5f7;
  --panel: #ffffff;
  --line: #dde3ea;
  --ink: #16202a;
  --muted: #6b7887;
  --accent: #0f6f66;
  --accent-bg: #e3f1ef;
  --warn: #a8590b;
  --warn-bg: #f8ecdd;
  --bad: #99123c;
  --bad-bg: #fae3e9;
  --bot: #eef3f8;
  --user: #dff3ee;
  --admin: #fff4d6;
  font-family: system-ui, -apple-system, "Segoe UI", Roboto, sans-serif;
}
* { box-sizing: border-box; }
html, body { height: 100%; margin: 0; background: var(--bg); color: var(--ink); font-size: 14px; }
.hidden { display: none !important; }
.muted { color: var(--muted); }
button { font: inherit; cursor: pointer; border: 1px solid var(--accent); background: var(--accent); color: #fff; border-radius: 6px; padding: 7px 12px; }
button.ghost { background: transparent; color: var(--accent); }
button.danger { background: transparent; color: var(--bad); border-color: var(--bad); }
button:disabled { opacity: .5; cursor: default; }
input, select, textarea { font: inherit; padding: 7px 9px; border: 1px solid var(--line); border-radius: 6px; background: #fff; color: var(--ink); width: 100%; }
textarea { resize: vertical; line-height: 1.45; }
h1, h2 { margin: 0; }

/* вход */
.login { position: fixed; inset: 0; display: grid; place-items: center; background: var(--bg); }
.login-card { width: 320px; background: var(--panel); border: 1px solid var(--line); border-radius: 10px; padding: 26px; display: grid; gap: 10px; }
.login-card p { margin: -4px 0 8px; color: var(--muted); }
.error { color: var(--bad); min-height: 1.2em; }

/* каркас */
.shell { height: 100%; display: grid; grid-template-rows: 52px 1fr; }
.topbar { display: flex; align-items: center; gap: 22px; padding: 0 18px; background: var(--panel); border-bottom: 1px solid var(--line); }
.brand { font-weight: 600; letter-spacing: .02em; }
.tabs { display: flex; gap: 4px; }
.tab { background: transparent; color: var(--ink); border: none; border-radius: 6px; padding: 8px 12px; }
.tab.active { background: var(--accent-bg); color: var(--accent); font-weight: 600; }
.badge { display: inline-block; min-width: 18px; padding: 0 6px; border-radius: 9px; background: var(--bad); color: #fff; font-size: 11px; line-height: 18px; text-align: center; margin-left: 4px; }
.badge.muted { background: var(--line); color: var(--muted); }
.badge:empty { display: none; }
.topbar-right { margin-left: auto; display: flex; align-items: center; gap: 12px; }
.channels { font-size: 12px; color: var(--muted); }

.view { display: grid; grid-template-columns: 340px 1fr; min-height: 0; height: calc(100vh - 52px); }
.view.hidden { display: none; }
#tab-escalations, #tab-moderation { grid-template-columns: 1fr; grid-template-rows: auto 1fr; overflow: auto; }
.sidebar { border-right: 1px solid var(--line); background: var(--panel); display: grid; grid-template-rows: auto 1fr; min-height: 0; }
.sidebar.wide { }
.sidebar > input, .sidebar > .row { padding: 10px; border-bottom: 1px solid var(--line); }
.sidebar > input { margin: 0; border-radius: 0; border-left: none; border-right: none; border-top: none; }
.row { display: flex; gap: 6px; align-items: center; }
.row select { width: auto; }
.row button { white-space: nowrap; }

/* список чатов */
.user-list { overflow: auto; }
.user { padding: 10px 12px; border-bottom: 1px solid var(--line); cursor: pointer; display: grid; gap: 3px; }
.user:hover { background: var(--bg); }
.user.active { background: var(--accent-bg); }
.user .name { font-weight: 600; display: flex; gap: 6px; align-items: center; }
.user .sub { color: var(--muted); font-size: 12px; display: flex; gap: 8px; flex-wrap: wrap; }
.user .last { color: var(--muted); font-size: 12px; white-space: nowrap; overflow: hidden; text-overflow: ellipsis; }
.chip { display: inline-block; font-size: 11px; padding: 1px 7px; border-radius: 10px; background: var(--line); color: var(--ink); }
.chip.tg { background: #dceeff; color: #0b4f8a; }
.chip.max { background: #e8e3ff; color: #4a2fb0; }
.chip.warn { background: var(--warn-bg); color: var(--warn); }
.chip.bad { background: var(--bad-bg); color: var(--bad); }
.chip.ok { background: var(--accent-bg); color: var(--accent); }

/* чат */
.chat { display: grid; grid-template-rows: auto 1fr auto; min-height: 0; }
.chat-header { padding: 12px 18px; background: var(--panel); border-bottom: 1px solid var(--line); display: flex; gap: 14px; align-items: baseline; flex-wrap: wrap; }
.chat-header b { font-size: 15px; }
.timeline { overflow: auto; padding: 18px; display: flex; flex-direction: column; gap: 10px; }
.msg { max-width: 72%; padding: 10px 13px; border-radius: 12px; white-space: pre-wrap; line-height: 1.45; position: relative; }
.msg.in { align-self: flex-start; background: var(--user); border-bottom-left-radius: 3px; }
.msg.out { align-self: flex-end; background: var(--bot); border-bottom-right-radius: 3px; }
.msg.out.admin, .msg.out.expert { background: var(--admin); }
.msg .meta { display: flex; gap: 8px; flex-wrap: wrap; font-size: 11px; color: var(--muted); margin-top: 6px; align-items: center; }
.msg .meta .chip { font-size: 10px; }
.msg .fb { font-size: 14px; }
.msg .day { align-self: center; }
.day-sep { align-self: center; font-size: 11px; color: var(--muted); background: var(--panel); border: 1px solid var(--line); padding: 2px 10px; border-radius: 10px; }
.composer { display: grid; grid-template-columns: 1fr auto; gap: 8px; padding: 12px 18px; background: var(--panel); border-top: 1px solid var(--line); align-items: end; }

/* карточки */
.toolbar { display: flex; gap: 16px; align-items: center; padding: 12px 18px; background: var(--panel); border-bottom: 1px solid var(--line); }
.seg { display: inline-flex; border: 1px solid var(--line); border-radius: 6px; overflow: hidden; }
.seg button { background: transparent; color: var(--ink); border: none; border-radius: 0; border-right: 1px solid var(--line); }
.seg button:last-child { border-right: none; }
.seg button.active { background: var(--accent-bg); color: var(--accent); font-weight: 600; }
.cards { padding: 16px 18px; display: grid; gap: 12px; align-content: start; overflow: auto; }
.card { background: var(--panel); border: 1px solid var(--line); border-radius: 10px; padding: 14px 16px; display: grid; gap: 8px; }
.card .head { display: flex; gap: 10px; align-items: baseline; flex-wrap: wrap; }
.card .head b { font-size: 15px; }
.card .q { white-space: pre-wrap; }
.card .a { white-space: pre-wrap; background: var(--bot); padding: 10px 12px; border-radius: 8px; }
.card details { color: var(--muted); font-size: 12px; }
.card .actions { display: flex; gap: 8px; align-items: center; flex-wrap: wrap; }
.card textarea { min-height: 70px; }
.link { color: var(--accent); cursor: pointer; text-decoration: underline; background: none; border: none; padding: 0; }

/* база знаний */
.qa-list { overflow: auto; }
.qa-row { padding: 10px 12px; border-bottom: 1px solid var(--line); cursor: pointer; display: grid; gap: 3px; }
.qa-row:hover { background: var(--bg); }
.qa-row.active { background: var(--accent-bg); }
.qa-row .t { font-weight: 500; }
.qa-row .s { font-size: 12px; color: var(--muted); display: flex; gap: 8px; flex-wrap: wrap; }
.editor { overflow: auto; padding: 18px 22px; }
.qa-form { display: grid; gap: 12px; max-width: 980px; }
.qa-form label { display: grid; gap: 4px; font-weight: 500; }
.form-head { display: flex; justify-content: space-between; align-items: baseline; gap: 12px; flex-wrap: wrap; }
.grid3 { display: grid; grid-template-columns: repeat(3, 1fr); gap: 12px; }
.audience { border: 1px solid var(--line); border-radius: 6px; padding: 8px 12px; display: flex; gap: 14px; flex-wrap: wrap; }
.audience label { display: inline-flex; gap: 6px; font-weight: 400; align-items: center; }
.audience input { width: auto; }
.form-actions { display: flex; gap: 12px; align-items: center; }

.toast { position: fixed; bottom: 18px; left: 50%; transform: translateX(-50%); background: var(--ink); color: #fff; padding: 10px 16px; border-radius: 8px; box-shadow: 0 6px 20px rgba(0,0,0,.2); z-index: 20; }
.toast.bad { background: var(--bad); }

@media (max-width: 900px) {
  .view { grid-template-columns: 1fr; grid-template-rows: 40vh 1fr; }
  .grid3 { grid-template-columns: 1fr; }
  .msg { max-width: 92%; }
}