/* Ai ZaxBot — Inbox v2 (Phase 1). Uses the theme tokens defined in index.html :root (--card, --line, --accent …).
   Layout: queue | conversation | customer panel. 768–1100px → panel is a slide-over drawer. <768px → one pane at a time. */

/* ---------- shell: icon-only nav rail while in the inbox so the three columns get the room ---------- */
.shell.inbox-mode .phone { display: none; }
@media (min-width: 861px) and (max-width: 1500px) {
  .shell.inbox-mode, .shell.inbox-mode.collapsed { grid-template-columns: 76px minmax(0, 1fr); }
  .shell.inbox-mode .brand .name, .shell.inbox-mode .navlabel, .shell.inbox-mode .sidefoot small, .shell.inbox-mode .brand .collapse { display: none; }
  .shell.inbox-mode .brand { justify-content: center; }
  .shell.inbox-mode .navbtn { justify-content: center; padding: 10px; }
}

/* ---------- frame ---------- */
#view-inbox #ibwrap {
  --qw: 328px; --pw: 328px;
  --ok: color-mix(in srgb, var(--green) 62%, var(--ink));
  --warn: color-mix(in srgb, var(--amber) 62%, var(--ink));
  --bad: color-mix(in srgb, var(--red) 70%, var(--ink));
  --staff: color-mix(in srgb, var(--blue) 70%, var(--ink));
  position: relative; display: grid; grid-template-columns: var(--qw) minmax(0, 1fr) var(--pw); gap: 0;
  height: calc(100vh - var(--ib-top, 72px)); height: calc(100dvh - var(--ib-top, 72px)); min-height: 420px; overflow: hidden;
  background: var(--card); color: var(--ink);
}
#view-inbox #ibwrap.panel-off, #view-inbox #ibwrap.no-convo, #view-inbox #ibwrap.team-mode { grid-template-columns: var(--qw) minmax(0, 1fr) 0; }
#ibwrap.panel-off #ib-panel, #ibwrap.no-convo #ib-panel, #ibwrap.team-mode #ib-panel { display: none; }
#view-inbox .spacer { flex: 1; }
#view-inbox svg.ibi, .ib-modal svg.ibi { width: 18px; height: 18px; flex: none; display: block; }
#view-inbox svg.ibs, .ib-modal svg.ibs { width: 12px; height: 12px; flex: none; }

/* shared controls */
.ib-iconbtn { width: 34px; height: 34px; padding: 0; display: inline-flex; align-items: center; justify-content: center; flex: none; border-radius: 8px; border: 1px solid transparent; background: transparent; color: var(--muted); }
.ib-iconbtn:hover { background: var(--hover); color: var(--ink); border-color: transparent; }
.ib-iconbtn[aria-pressed="true"] { color: var(--accent); background: rgba(var(--accentRgb), .1); }
.ib-iconbtn.sm { width: 26px; height: 26px; border-radius: 6px; }
.ib-iconbtn.sm svg.ibi { width: 14px; height: 14px; }
.ib-iconbtn.rec { color: var(--bad); background: color-mix(in srgb, var(--red) 12%, transparent); }
.ib-btn { display: inline-flex; align-items: center; gap: 6px; height: 34px; padding: 0 12px; font-size: 13px; font-weight: 500; border-radius: 8px; border: 1px solid var(--line2); background: var(--card); color: var(--ink); white-space: nowrap; }
.ib-btn:hover { border-color: var(--accent); }
.ib-btn svg.bi { margin-right: 0; }
.ib-btn.sm { height: 30px; padding: 0 10px; font-size: 12.5px; }
.ib-btn:disabled { opacity: .55; cursor: default; }
.ib-btn.warn { background: var(--amber); border-color: transparent; color: #1a1300; }
.ib-btn.won { color: var(--ok); border-color: color-mix(in srgb, var(--green) 40%, transparent); background: color-mix(in srgb, var(--green) 8%, var(--card)); }
.ib-btn.won:hover { border-color: var(--green); }
.ib-btn.lost { color: var(--bad); border-color: color-mix(in srgb, var(--red) 35%, transparent); background: color-mix(in srgb, var(--red) 6%, var(--card)); }
.ib-btn.lost:hover { border-color: var(--red); }
.ib-btn.danger { color: var(--bad); border-color: var(--red); background: color-mix(in srgb, var(--red) 8%, var(--card)); }
.ib-linkbtn { border: none; background: none; padding: 4px 6px; color: var(--accent); font-size: 12.5px; font-weight: 600; display: inline-flex; align-items: center; gap: 4px; border-radius: 6px; }
.ib-linkbtn:hover { background: rgba(var(--accentRgb), .08); }
.ib-linkbtn svg.bi { margin-right: 0; }
#view-inbox button:focus-visible, #view-inbox [tabindex]:focus-visible, .ib-modal button:focus-visible { outline: 2px solid var(--accent); outline-offset: 2px; }
#view-inbox button:disabled, .ib-modal button:disabled { opacity: .5; cursor: not-allowed; box-shadow: none; }
.ib-spin { width: 14px; height: 14px; border-radius: 50%; border: 2px solid rgba(var(--accentRgb), .25); border-top-color: var(--accent); animation: ibspin .8s linear infinite; flex: none; display: inline-block; }
@keyframes ibspin { to { transform: rotate(360deg); } }
.ib-av { width: 36px; height: 36px; border-radius: 50%; flex: none; display: inline-flex; align-items: center; justify-content: center; font-weight: 700; font-size: 14px; color: var(--accent); background: rgba(var(--accentRgb), .13); }
.ib-av.lg { width: 48px; height: 48px; font-size: 18px; }

/* state badge + deal pill + wait timer (queue rows, thread header) */
.ib-st { display: inline-flex; align-items: center; font-size: 11px; font-weight: 600; line-height: 18px; padding: 0 7px; border-radius: 999px; white-space: nowrap; max-width: 100%; overflow: hidden; text-overflow: ellipsis; }
.ib-st.s-WAITING { color: var(--warn); background: color-mix(in srgb, var(--amber) 15%, transparent); }
.ib-st.s-HUMAN { color: var(--staff); background: color-mix(in srgb, var(--blue) 13%, transparent); }
.ib-st.s-BOT { color: var(--accent); background: rgba(var(--accentRgb), .1); }
.ib-st.s-CLOSED { color: var(--muted); background: var(--hover); }
.deal-pill { display: inline-flex; align-items: center; font-size: 11px; font-weight: 600; line-height: 18px; padding: 0 7px; border-radius: 999px; white-space: nowrap; color: var(--ok); background: color-mix(in srgb, var(--green) 12%, transparent); }
.cv-wait { display: inline-flex; align-items: center; gap: 3px; font-size: 11.5px; font-weight: 600; line-height: 18px; padding: 0 7px; border-radius: 999px; white-space: nowrap; flex: none; }
.cv-wait.g { color: var(--ok); background: color-mix(in srgb, var(--green) 12%, transparent); }
.cv-wait.a { color: var(--warn); background: color-mix(in srgb, var(--amber) 16%, transparent); }
.cv-wait.r { color: var(--bad); background: color-mix(in srgb, var(--red) 13%, transparent); }

/* ---------- column 1: queue ---------- */
#view-inbox #list { display: flex; flex-direction: column; min-height: 0; min-width: 0; padding: 12px 0 0; background: var(--card); border: none; border-right: 1px solid var(--line); border-radius: 0; box-shadow: none; }
#view-inbox .ibtabs { margin: 0 12px 10px; }
#view-inbox .ibtabs button { display: inline-flex; align-items: center; justify-content: center; min-height: 32px; }
#ib-qtools { display: flex; flex-direction: column; gap: 8px; padding: 0 12px 10px; border-bottom: 1px solid var(--line); }
.ib-searchrow { display: flex; gap: 6px; min-width: 0; }
.ib-search { flex: 1; min-width: 0; display: flex; align-items: center; gap: 7px; height: 36px; padding: 0 10px; border: 1px solid var(--line2); border-radius: 9px; background: var(--input); color: var(--faint); cursor: text; }
.ib-search:focus-within { border-color: var(--accent); box-shadow: 0 0 0 3px rgba(var(--accentRgb), .16); }
.ib-search svg.ibi { width: 16px; height: 16px; }
#view-inbox .ib-search input { flex: 1; min-width: 0; height: 100%; padding: 0; border: none; background: transparent; box-shadow: none; font-size: 13px; }
.ib-kbd { font: 600 10px/1 Inter, sans-serif; color: var(--faint); border: 1px solid var(--line2); border-radius: 5px; padding: 3px 5px; white-space: nowrap; }
.ib-search:focus-within .ib-kbd { display: none; }
#view-inbox #pfilters { padding: 0 !important; flex: none; }
#view-inbox #pfilters:empty { display: none; }
#view-inbox #pfilters .chan-filter { height: 36px; max-width: 128px; padding: 0 8px; border-radius: 9px; font-size: 12.5px; background: var(--input); border: 1px solid var(--line2); }
.ib-queues { display: grid; grid-template-columns: repeat(3, minmax(0, 1fr)); gap: 4px; }
.ib-queues button { display: flex; align-items: center; justify-content: center; gap: 5px; min-height: 32px; padding: 4px; font-size: 12.5px; font-weight: 500; color: var(--muted); background: transparent; border: 1px solid transparent; border-radius: 8px; white-space: nowrap; min-width: 0; }
.ib-queues button:hover { color: var(--ink); background: var(--hover); border-color: transparent; }
.ib-queues button.on { color: var(--accent); background: rgba(var(--accentRgb), .11); border-color: rgba(var(--accentRgb), .26); font-weight: 600; }
.ib-queues .ql { overflow: hidden; text-overflow: ellipsis; }
.ib-queues .qn { flex: none; min-width: 18px; height: 18px; padding: 0 5px; border-radius: 999px; font-size: 10.5px; font-weight: 700; display: inline-flex; align-items: center; justify-content: center; color: var(--muted); background: var(--hover); }
.ib-queues button.on .qn { color: var(--accent); background: rgba(var(--accentRgb), .14); }
.ib-queues .qn:empty { display: none; }
.ib-queues .qn.hot { color: #fff; background: var(--red); }

#view-inbox #convos { list-style: none; margin: 0; padding: 6px 8px 16px; overflow-y: auto; flex: 1; min-height: 0; }
#view-inbox #dmroster { padding: 0 8px 16px; }
#view-inbox .convo { position: relative; display: flex; gap: 11px; padding: 10px 10px 10px 12px; margin: 0 0 2px; border-radius: 10px; border: 1px solid transparent; cursor: pointer; }
#view-inbox .convo::before { content: ""; position: absolute; left: 2px; top: 12px; bottom: 12px; width: 3px; border-radius: 3px; background: transparent; }
#view-inbox .convo.w-amber::before { background: var(--amber); }
#view-inbox .convo.w-red::before { background: var(--red); }
#view-inbox .convo:hover { background: var(--hover); }
#view-inbox .convo.active { background: rgba(var(--accentRgb), .09); border-color: rgba(var(--accentRgb), .26); }
#view-inbox .convo:focus-visible { outline: 2px solid var(--accent); outline-offset: -2px; }
.cv-av { position: relative; width: 40px; height: 40px; border-radius: 50%; flex: none; display: flex; align-items: center; justify-content: center; font-weight: 700; font-size: 15px; color: var(--accent); background: rgba(var(--accentRgb), .12); }
.cv-av .chico { position: absolute; right: -4px; bottom: -3px; width: 18px; height: 18px; border-radius: 5px; border: 2px solid var(--card); }
.cv-main { flex: 1; min-width: 0; }
.cv-top { display: flex; align-items: center; gap: 8px; min-width: 0; }
.cv-name { flex: 1; min-width: 0; font-weight: 600; font-size: 14px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; }
.cv-time { flex: none; font-size: 11.5px; color: var(--faint); white-space: nowrap; }
.cv-prev { margin-top: 2px; font-size: 12.5px; line-height: 1.45; color: var(--muted); overflow: hidden; text-overflow: ellipsis; white-space: nowrap; }
.cv-who { color: var(--ink); font-weight: 500; opacity: .8; }
.cv-meta { display: flex; flex-wrap: wrap; gap: 4px; margin-top: 6px; min-width: 0; }
#view-inbox .convo.is-closed .cv-name { color: var(--muted); }
.ib-empty-list { list-style: none; display: flex; flex-direction: column; align-items: center; gap: 10px; padding: 48px 20px; text-align: center; color: var(--muted); font-size: 13px; line-height: 1.5; }
.ib-empty-list .ei { width: 44px; height: 44px; border-radius: 50%; display: flex; align-items: center; justify-content: center; background: var(--hover); color: var(--faint); }
.ib-empty-list .ei svg.ibi { width: 22px; height: 22px; }
.ib-empty-list.good .ei { color: var(--ok); background: color-mix(in srgb, var(--green) 12%, transparent); }
.ib-empty-list .eb { font-weight: 600; color: var(--ink); }

/* ---------- column 2: conversation ---------- */
#view-inbox #thread { position: relative; display: flex; flex-direction: column; min-width: 0; min-height: 0; padding: 0; background: var(--card2); border: none; border-radius: 0; box-shadow: none; }
#ib-empty { flex: 1; display: flex; flex-direction: column; align-items: center; justify-content: center; gap: 8px; padding: 32px; text-align: center; color: var(--muted); }
.ib-empty-ic { display: flex; width: 56px; height: 56px; border-radius: 16px; align-items: center; justify-content: center; color: var(--accent); background: rgba(var(--accentRgb), .1); margin-bottom: 4px; }
#ib-empty .ib-empty-ic svg.ibi { width: 26px; height: 26px; }
.ib-empty-t { font-weight: 600; font-size: 15px; color: var(--ink); }
.ib-empty-s { font-size: 13px; max-width: 320px; line-height: 1.5; }

#view-inbox #thead { display: flex; align-items: center; gap: 10px; min-height: 60px; padding: 10px 12px 10px 16px; background: var(--card); border-bottom: 1px solid var(--line); }
.ib-back { display: none; }
.ib-whobox { min-width: 0; flex: 0 1 auto; }
.ib-whoname { display: flex; align-items: center; gap: 2px; min-width: 0; }
#view-inbox #who { font-weight: 600; font-size: 15px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; }
.ib-whosub { display: flex; align-items: center; flex-wrap: wrap; gap: 4px 8px; margin-top: 2px; font-size: 12px; color: var(--muted); }
#who-chan { display: inline-flex; align-items: center; gap: 5px; }
#who-chan .chico { width: 16px; height: 16px; border-radius: 4px; }
.ib-hacts { display: flex; align-items: center; gap: 6px; flex: none; }
#view-inbox .assignsel { height: 34px; max-width: 168px; padding: 0 8px; font-size: 12.5px; border-radius: 8px; }
.ib-btn-case { color: var(--accent); background: rgba(var(--accentRgb), .08); border-color: rgba(var(--accentRgb), .3); }

#closed-bar { display: flex; align-items: center; flex-wrap: wrap; gap: 8px 10px; padding: 8px 16px; font-size: 13px; background: var(--hover); border-bottom: 1px solid var(--line); }
#closed-bar .cb-ic { display: flex; color: var(--muted); }
#closed-bar.oc-WON .cb-ic, #closed-bar.oc-WON .cb-out { color: var(--ok); }
#closed-bar.oc-LOST .cb-ic, #closed-bar.oc-LOST .cb-out { color: var(--bad); }
#closed-bar .cb-t { min-width: 0; }

#view-inbox #messages { flex: 1; min-height: 0; overflow-y: auto; padding: 12px 20px 20px; display: flex; flex-direction: column; gap: 3px; }
#messages .day-sep { align-self: center; margin: 14px 0 6px; padding: 2px 10px; font-size: 11.5px; font-weight: 600; color: var(--muted); background: var(--card); border: 1px solid var(--line); border-radius: 999px; }
#messages .mmeta { display: flex; align-items: center; gap: 6px; margin: 10px 4px 2px; font-size: 11px; color: var(--faint); }
#messages .mmeta.l { align-self: flex-start; }
#messages .mmeta.r { align-self: flex-end; }
#messages .mlabel { display: inline-flex; align-items: center; gap: 4px; font-weight: 700; color: var(--muted); }
#messages .mlabel.ai { color: var(--accent); }
#messages .mlabel.staff { color: var(--staff); }
#messages .mlabel svg.ibs { width: 13px; height: 13px; }
#view-inbox #messages .msg { max-width: min(74%, 580px); padding: 8px 12px; border-radius: 14px; font-size: 14px; line-height: 1.5; white-space: pre-wrap; word-break: break-word; }
#view-inbox #messages .msg.CUSTOMER { align-self: flex-start; background: var(--card); border: 1px solid var(--line); border-bottom-left-radius: 4px; }
#view-inbox #messages .msg.BOT { align-self: flex-end; background: rgba(var(--accentRgb), .1); border: 1px solid rgba(var(--accentRgb), .22); border-bottom-right-radius: 4px; }
#view-inbox #messages .msg.AGENT { align-self: flex-end; background: color-mix(in srgb, var(--blue) 11%, var(--card)); border: 1px solid color-mix(in srgb, var(--blue) 26%, transparent); border-bottom-right-radius: 4px; }
#view-inbox #messages .msg.SYSTEM { align-self: center; max-width: 92%; margin: 6px 0; padding: 0; background: none; border: none; text-align: center; }
#messages .sys-pill { display: inline-block; padding: 3px 11px; font-size: 11.5px; line-height: 1.5; color: var(--muted); background: var(--hover); border-radius: 999px; }
#view-inbox #messages .msg.note { align-self: center; width: min(100%, 640px); max-width: 100%; margin: 6px 0; background: color-mix(in srgb, var(--amber) 9%, var(--card)); border: 1px dashed color-mix(in srgb, var(--amber) 55%, transparent); border-radius: 12px; }
#messages .msg.note .note-h { display: flex; align-items: center; gap: 4px; color: var(--warn); text-transform: none; letter-spacing: 0; font-size: 11.5px; }
#messages .msg.note .note-h .mt { margin-left: auto; font-weight: 500; color: var(--faint); }
#view-inbox #messages .msg.draft { align-self: stretch; max-width: 100%; }
#messages .msg-empty { margin: auto; color: var(--muted); font-size: 13px; }

/* composer */
#view-inbox #composer { display: flex; flex-direction: column; gap: 8px; padding: 10px 16px 12px; background: var(--card); border-top: 1px solid var(--line); }
.ib-cbar { display: flex; align-items: center; flex-wrap: wrap; gap: 8px; }
#view-inbox .cmode { display: inline-flex; gap: 2px; padding: 2px; border: 1px solid var(--line2); border-radius: 9px; background: var(--input); }
#view-inbox .cmode button { display: inline-flex; align-items: center; height: 28px; padding: 0 10px; font-size: 12.5px; border: none; border-radius: 7px; background: transparent; color: var(--muted); box-shadow: none; }
#view-inbox .cmode button:hover { color: var(--ink); }
#view-inbox .cmode button.on { background: var(--card); color: var(--ink); font-weight: 600; box-shadow: 0 1px 3px rgba(0, 0, 0, .12); }
#view-inbox .cmode button.note-on { background: color-mix(in srgb, var(--amber) 22%, var(--card)); color: var(--warn); font-weight: 600; }
.ib-aibtn { display: inline-flex; align-items: center; height: 30px; padding: 0 12px; font-size: 12.5px; font-weight: 600; border-radius: 999px; color: var(--accent); background: rgba(var(--accentRgb), .07); border: 1px solid rgba(var(--accentRgb), .3); }
.ib-aibtn:hover { background: rgba(var(--accentRgb), .13); }
.ib-aibtn:disabled { opacity: .6; cursor: default; }
#ai-sug-out { display: flex; flex-wrap: wrap; align-items: flex-start; gap: 6px; }
.ai-chip { max-width: 100%; padding: 7px 11px; font-size: 13px; line-height: 1.45; text-align: left; white-space: normal; color: var(--ink); background: var(--card2); border: 1px solid rgba(var(--accentRgb), .28); border-radius: 10px; }
.ai-chip:hover { background: rgba(var(--accentRgb), .08); border-color: var(--accent); }
.ai-chip.picked { border-color: var(--accent); box-shadow: 0 0 0 2px rgba(var(--accentRgb), .18); }
.ai-head { flex-basis: 100%; display: flex; align-items: center; gap: 6px; font-size: 11.5px; color: var(--muted); }
.ai-head .spacer { flex: 1; }
.ai-load, .ai-err { display: flex; align-items: center; gap: 8px; font-size: 12.5px; color: var(--muted); padding: 2px 0; }
.ai-err { color: var(--bad); }
.ai-err svg.bi { margin-right: 0; }
#force-bar { display: flex; align-items: center; flex-wrap: wrap; gap: 8px; padding: 8px 10px 8px 12px; font-size: 13px; border-radius: 10px; background: color-mix(in srgb, var(--amber) 12%, var(--card)); border: 1px solid color-mix(in srgb, var(--amber) 45%, transparent); }
#force-bar svg.bi { color: var(--warn); margin-right: 0; }
#force-bar .fb-t { flex: 1; min-width: 160px; }
#view-inbox .ib-cbox { position: relative; display: flex; flex-direction: column; border: 1px solid var(--line2); border-radius: 12px; background: var(--input); }
#view-inbox .ib-cbox:focus-within { border-color: var(--accent); box-shadow: 0 0 0 3px rgba(var(--accentRgb), .14); }
#view-inbox #composer.is-note .ib-cbox { border-color: color-mix(in srgb, var(--amber) 55%, transparent); background: color-mix(in srgb, var(--amber) 6%, var(--input)); }
#view-inbox #composer.is-note .ib-cbox:focus-within { box-shadow: 0 0 0 3px color-mix(in srgb, var(--amber) 20%, transparent); }
#view-inbox #reply { display: block; width: 100%; min-height: 44px; max-height: 180px; height: 44px; padding: 11px 12px 4px; resize: none; border: none; background: transparent; box-shadow: none; font-size: 14px; line-height: 1.5; }
.ib-ctools { display: flex; align-items: center; gap: 2px; padding: 2px 6px 6px; }
.ib-send { display: inline-flex; align-items: center; gap: 6px; height: 34px; padding: 0 14px; border-radius: 9px; }
.ib-send svg.bi { margin-right: 0; }
.ib-send:disabled { opacity: .6; cursor: default; }
.ib-chint { font-size: 11.5px; color: var(--muted); padding: 0 4px; margin-top: -2px; }
.ib-chint:empty { display: none; }
#view-inbox #mention-pop { left: 8px; bottom: calc(100% + 6px); margin: 0; background: var(--card); z-index: 9; }
#mention-pop .mi.sel { background: rgba(var(--accentRgb), .14); }

/* saved-replies popup */
#canned-pop { position: absolute; left: 0; right: 0; bottom: calc(100% + 6px); z-index: 9; flex-direction: column; max-height: 300px; background: var(--card); border: 1px solid var(--line2); border-radius: 12px; box-shadow: var(--shadow); overflow: hidden; }
.cp-search { display: flex; align-items: center; gap: 7px; padding: 8px 10px; border-bottom: 1px solid var(--line); color: var(--faint); }
.cp-search svg.ibi { width: 16px; height: 16px; }
#view-inbox .cp-search input { flex: 1; min-width: 0; border: none; background: transparent; padding: 4px 0; box-shadow: none; font-size: 13px; }
.cp-listwrap { overflow-y: auto; flex: 1; min-height: 0; }
.cp-list { padding: 4px; }
.cp-item { display: flex; flex-direction: column; gap: 2px; padding: 8px 10px; border-radius: 8px; cursor: pointer; }
.cp-item:hover, .cp-item.sel { background: rgba(var(--accentRgb), .1); }
.cp-l1 { display: flex; align-items: baseline; gap: 8px; min-width: 0; }
.cp-sc { flex: none; font-weight: 700; font-size: 12.5px; color: var(--accent); }
.cp-title { font-size: 13px; font-weight: 500; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; }
.cp-text { font-size: 12px; color: var(--muted); overflow: hidden; text-overflow: ellipsis; white-space: nowrap; }
.cp-empty { display: flex; flex-direction: column; align-items: center; gap: 10px; padding: 18px 14px; text-align: center; font-size: 13px; color: var(--muted); }
.cp-foot { display: flex; align-items: center; justify-content: space-between; gap: 8px; padding: 4px 6px 4px 12px; font-size: 11px; color: var(--faint); border-top: 1px solid var(--line); background: var(--card); }

/* team DM pane (inside the conversation column) */
#view-inbox #dmpane { background: var(--card2); }
#view-inbox #dm-head { min-height: 60px; background: var(--card); }
#view-inbox #dm-composer { display: flex; gap: 8px; align-items: flex-end; padding: 10px 16px 12px; background: var(--card); border-top: 1px solid var(--line); }
#view-inbox #dm-input { flex: 1; resize: none; height: 44px; }
#view-inbox #dm-send { height: 44px; }
#view-inbox #dm-messages .msg { max-width: min(74%, 580px); padding: 8px 12px; border-radius: 14px; font-size: 14px; line-height: 1.5; white-space: pre-wrap; word-break: break-word; }
#view-inbox #dm-messages .msg.CUSTOMER { align-self: flex-start; background: var(--card); border: 1px solid var(--line); }
#view-inbox #dm-messages .msg.AGENT { align-self: flex-end; background: rgba(var(--accentRgb), .1); border: 1px solid rgba(var(--accentRgb), .22); }

/* ---------- column 3: customer + sales panel ---------- */
#ib-panel { display: flex; flex-direction: column; min-width: 0; min-height: 0; background: var(--card); border-left: 1px solid var(--line); }
.ibp-head { display: flex; align-items: center; gap: 6px; min-height: 60px; padding: 0 10px 0 16px; border-bottom: 1px solid var(--line); }
.ibp-title { font-weight: 600; font-size: 14px; }
#ibp-body { flex: 1; min-height: 0; overflow-y: auto; padding: 16px 16px 28px; display: flex; flex-direction: column; gap: 22px; }
.ibp-sec h4 { margin: 0 0 10px; font-size: 11.5px; font-weight: 700; letter-spacing: .04em; text-transform: uppercase; color: var(--muted); }
.ibp-id { display: flex; align-items: center; gap: 12px; min-width: 0; }
.ibp-idt { min-width: 0; }
.ibp-name { font-weight: 600; font-size: 15px; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; }
.ibp-chan { display: flex; align-items: center; gap: 5px; margin-top: 2px; font-size: 12px; color: var(--muted); }
.ibp-chan .chico { width: 16px; height: 16px; border-radius: 4px; }
.ibp-facts { list-style: none; margin: 14px 0 0; padding: 0; display: flex; flex-direction: column; gap: 8px; font-size: 13px; }
.ibp-facts li { display: flex; align-items: center; gap: 8px; }
.ibp-facts svg.bi { margin-right: 0; color: var(--faint); }
.ibp-facts .won { color: var(--ok); font-weight: 600; }
.ibp-hint { margin: 0; font-size: 12.5px; line-height: 1.5; color: var(--muted); }
.stepper { position: relative; display: grid; grid-template-columns: repeat(4, minmax(0, 1fr)); margin: 0 -4px; }
.stepper::before, .stepper::after { content: ""; position: absolute; top: 19px; height: 2px; border-radius: 2px; left: 12.5%; }
.stepper::before { right: 12.5%; background: var(--line2); }
.stepper::after { width: calc(75% * var(--fill, 0)); background: var(--accent); transition: width .2s; }
.step { position: relative; z-index: 1; display: flex; flex-direction: column; align-items: center; gap: 5px; min-height: 40px; padding: 8px 2px 6px; border: none; border-radius: 8px; background: transparent; font-size: 11.5px; line-height: 1.3; color: var(--muted); text-align: center; }
.step:hover { background: var(--hover); color: var(--ink); }
.step .sd { width: 22px; height: 22px; border-radius: 50%; display: flex; align-items: center; justify-content: center; font-size: 11px; font-weight: 700; color: var(--muted); background: var(--card); border: 2px solid var(--line2); }
.step .sd svg.ibs { width: 12px; height: 12px; }
.step.done .sd { color: #fff; background: var(--accent); border-color: var(--accent); }
.step.cur { color: var(--accent); font-weight: 600; }
.step.cur .sd { box-shadow: 0 0 0 4px rgba(var(--accentRgb), .18); }
.step:disabled { opacity: .6; cursor: default; }
.ibp-fields { display: grid; grid-template-columns: 1fr; gap: 10px; margin-top: 12px; }
.ib-field { display: flex; flex-direction: column; gap: 5px; font-size: 12.5px; font-weight: 500; color: var(--muted); }
.ib-field input, .ib-field textarea { width: 100%; color: var(--ink); font-weight: 400; }
.ib-field textarea { resize: vertical; min-height: 60px; }
.ib-money { position: relative; display: block; }
.ib-money > span { position: absolute; left: 11px; top: 50%; transform: translateY(-50%); color: var(--muted); font-size: 13px; pointer-events: none; }
.ib-money input { padding-left: 26px; }
.ibp-saved { min-height: 18px; margin-top: 6px; display: flex; align-items: center; gap: 6px; font-size: 12px; color: var(--muted); }
.ibp-saved.ok { color: var(--ok); }
.ibp-saved.err { color: var(--bad); }
.ibp-saved svg.ibs { width: 13px; height: 13px; }
.ibp-outcome { display: grid; grid-template-columns: 1fr 1fr; gap: 8px; margin-top: 8px; }
.ibp-outcome .ib-btn { justify-content: center; height: 38px; }
.pd-list, .tl { list-style: none; margin: 0; padding: 0; }
.pd-row { display: flex; justify-content: space-between; gap: 10px; padding: 9px 0; border-bottom: 1px dashed var(--line); font-size: 13px; }
.pd-row:last-child { border-bottom: none; }
.pd-out { font-weight: 600; }
.pd-out.won { color: var(--ok); }
.pd-out.lost { color: var(--bad); }
.pd-item { color: var(--ink); margin-left: 6px; }
.pd-reason, .pd-date { font-size: 12px; color: var(--muted); margin-top: 2px; }
.pd-r { text-align: right; flex: none; }
.pd-val { font-weight: 600; }
.tl li { position: relative; padding: 0 0 13px 18px; font-size: 12.5px; line-height: 1.45; }
.tl li::before { content: ""; position: absolute; left: 0; top: 5px; width: 8px; height: 8px; border-radius: 50%; background: var(--line2); }
.tl li::after { content: ""; position: absolute; left: 3.5px; top: 16px; bottom: 2px; width: 1px; background: var(--line); }
.tl li:last-child::after { display: none; }
.tl li.t-green::before { background: var(--green); }
.tl li.t-red::before { background: var(--red); }
.tl li.t-amber::before { background: var(--amber); }
.tl li.t-blue::before { background: var(--blue); }
.tl li.t-accent::before { background: var(--accent); }
.tl-t { font-size: 11px; color: var(--faint); margin-top: 1px; }

#ib-scrim { display: none; }

/* ---------- modals (close case, saved replies) + toast ---------- */
.ib-modal { position: fixed; inset: 0; z-index: 70; align-items: center; justify-content: center; padding: 16px; background: rgba(12, 10, 28, .45); }
.ib-dialog { width: min(540px, 100%); max-height: calc(100vh - 32px); max-height: calc(100dvh - 32px); display: flex; flex-direction: column; overflow: hidden; color: var(--ink); background: var(--card); border: 1px solid var(--line); border-radius: 16px; box-shadow: var(--shadow); }
.ib-dialog.wide { width: min(640px, 100%); }
.ibd-head { display: flex; align-items: flex-start; gap: 10px; padding: 18px 16px 0 20px; }
.ibd-head > div { flex: 1; min-width: 0; }
.ibd-head h3 { margin: 0; font-size: 17px; font-weight: 600; }
.ibd-sub { margin: 3px 0 0; font-size: 13px; color: var(--muted); }
.ibd-body { flex: 1; min-height: 0; overflow-y: auto; display: flex; flex-direction: column; gap: 16px; padding: 16px 20px; }
.ibd-foot { display: flex; align-items: center; justify-content: flex-end; flex-wrap: wrap; gap: 8px; padding: 12px 20px 16px; border-top: 1px solid var(--line); }
.ibd-err { margin-right: auto; font-size: 12.5px; color: var(--bad); }
.ib-modal .ibd-err { color: color-mix(in srgb, var(--red) 70%, var(--ink)); }
.oc-grid { display: grid; grid-template-columns: repeat(3, minmax(0, 1fr)); gap: 8px; }
.oc { display: flex; flex-direction: column; align-items: flex-start; gap: 6px; min-height: 96px; padding: 12px; text-align: left; border: 1.5px solid var(--line2); border-radius: 12px; background: var(--card); color: var(--ink); }
.oc:hover { border-color: var(--accent); }
.oc-ic { width: 30px; height: 30px; border-radius: 9px; display: flex; align-items: center; justify-content: center; flex: none; }
.oc-ic svg.bi { margin: 0; width: 17px; height: 17px; }
.oc.won .oc-ic { color: color-mix(in srgb, var(--green) 62%, var(--ink)); background: color-mix(in srgb, var(--green) 14%, transparent); }
.oc.lost .oc-ic { color: color-mix(in srgb, var(--red) 70%, var(--ink)); background: color-mix(in srgb, var(--red) 12%, transparent); }
.oc.none .oc-ic { color: var(--muted); background: var(--hover); }
.oc-t { font-weight: 600; font-size: 14px; }
.oc-s { font-size: 11.5px; line-height: 1.4; color: var(--muted); }
.oc.won[aria-checked="true"] { border-color: var(--green); background: color-mix(in srgb, var(--green) 7%, var(--card)); }
.oc.lost[aria-checked="true"] { border-color: var(--red); background: color-mix(in srgb, var(--red) 6%, var(--card)); }
.oc.none[aria-checked="true"] { border-color: var(--accent); background: rgba(var(--accentRgb), .06); }
.cm-sec { display: flex; flex-direction: column; gap: 12px; }
.cm-sec[hidden] { display: none; }
.cm-row2 { display: grid; grid-template-columns: 1fr 1.4fr; gap: 10px; }
.rchips { display: flex; flex-wrap: wrap; gap: 6px; }
.rchip { min-height: 36px; padding: 6px 12px; font-size: 13px; border-radius: 999px; border: 1px solid var(--line2); background: var(--card); color: var(--ink); }
.rchip:hover { border-color: var(--red); }
.rchip[aria-checked="true"] { color: color-mix(in srgb, var(--red) 70%, var(--ink)); border-color: var(--red); background: color-mix(in srgb, var(--red) 8%, var(--card)); font-weight: 600; }
.cn-form { display: flex; flex-direction: column; gap: 10px; padding: 14px; border: 1px solid var(--line); border-radius: 12px; background: var(--card2); }
.cn-form .cm-row2 { grid-template-columns: 1fr 1.6fr; }
.cn-form h5 { margin: 0; font-size: 13px; font-weight: 600; }
.cn-sc { position: relative; display: block; }
.cn-sc > span { position: absolute; left: 11px; top: 50%; transform: translateY(-50%); color: var(--accent); font-weight: 700; pointer-events: none; }
.cn-sc input { padding-left: 22px; }
.cn-acts { display: flex; align-items: center; justify-content: flex-end; flex-wrap: wrap; gap: 8px; }
.cn-list { list-style: none; margin: 0; padding: 0; display: flex; flex-direction: column; }
.cn-item { display: flex; gap: 10px; align-items: flex-start; padding: 11px 0; border-bottom: 1px solid var(--line); }
.cn-item:last-child { border-bottom: none; }
.cn-item .cn-main { flex: 1; min-width: 0; }
.cn-item .cn-text { margin-top: 3px; font-size: 12.5px; line-height: 1.45; color: var(--muted); white-space: pre-wrap; word-break: break-word; display: -webkit-box; -webkit-line-clamp: 2; -webkit-box-orient: vertical; overflow: hidden; }
.cn-item .cn-acts2 { display: flex; gap: 4px; flex: none; }
.ib-ro { display: flex; align-items: center; gap: 6px; margin: 0; font-size: 12.5px; color: var(--muted); }
.ib-ro svg.bi { margin-right: 0; }
#ib-toast { position: fixed; left: 50%; bottom: 24px; z-index: 80; max-width: calc(100vw - 32px); padding: 10px 16px; font-size: 13px; border-radius: 10px; color: var(--card); background: var(--ink); box-shadow: var(--shadow); opacity: 0; pointer-events: none; transform: translate(-50%, 12px); transition: opacity .18s, transform .18s; }
#ib-toast.show { opacity: 1; transform: translate(-50%, 0); }
#ib-toast.err { color: #fff; background: var(--red); }

/* ---------- 768–1100px: customer panel becomes a slide-over drawer ---------- */
@media (max-width: 1100px) {
  #view-inbox #ibwrap, #view-inbox #ibwrap.panel-off, #view-inbox #ibwrap.no-convo, #view-inbox #ibwrap.team-mode { --qw: 300px; grid-template-columns: var(--qw) minmax(0, 1fr); }
  #ibwrap.panel-off #ib-panel { display: flex; }
  #ib-panel { position: absolute; top: 0; right: 0; bottom: 0; z-index: 20; width: min(360px, 92%); transform: translateX(100%); visibility: hidden; transition: transform .22s ease, visibility .22s; box-shadow: var(--shadow); }
  #ibwrap.drawer-open #ib-panel { transform: none; visibility: visible; }
  #ib-scrim { position: absolute; inset: 0; z-index: 19; background: rgba(12, 10, 28, .3); }
  #ibwrap.drawer-open #ib-scrim { display: block; }
}

/* ---------- phone: one screen at a time (list → chat → customer) ---------- */
@media (max-width: 767px) {
  #view-inbox #ibwrap, #view-inbox #ibwrap.panel-off, #view-inbox #ibwrap.no-convo, #view-inbox #ibwrap.team-mode { grid-template-columns: minmax(0, 1fr); }
  #view-inbox #list, #view-inbox #thread, #ib-panel { grid-column: 1; grid-row: 1; }
  #view-inbox #list { border-right: none; }
  #ibwrap[data-pane="list"] #thread, #ibwrap[data-pane="list"] #ib-panel,
  #ibwrap[data-pane="chat"] #list, #ibwrap[data-pane="chat"] #ib-panel,
  #ibwrap[data-pane="panel"] #list, #ibwrap[data-pane="panel"] #thread { display: none !important; }
  #ibwrap[data-pane="panel"] #ib-panel { display: flex !important; }
  #ib-panel { position: static; width: auto; transform: none; visibility: visible; box-shadow: none; border-left: none; transition: none; }
  #ib-scrim, .ibp-x, .ib-kbd { display: none !important; }
  .ib-back { display: inline-flex; }
  .ib-iconbtn { width: 40px; height: 40px; }
  .ib-iconbtn.sm { width: 32px; height: 32px; }
  .ib-btn { height: 40px; }
  .ib-queues button { min-height: 40px; }
  #view-inbox .ibtabs button { min-height: 40px; }
  .ib-search, #view-inbox #pfilters .chan-filter { height: 40px; }
  #view-inbox #thead { flex-wrap: wrap; gap: 6px 8px; padding: 6px 8px; }
  #view-inbox #thead .ib-av, #view-inbox #thead > .spacer { display: none; }
  .ib-whobox { flex: 1 1 0; }
  .ib-hacts { order: 5; flex: 1 1 100%; justify-content: flex-end; }
  #view-inbox .assignsel { height: 40px; flex: 1; max-width: none; min-width: 0; }
  #btn-return .lbl { display: none; }
  #view-inbox #messages { padding: 8px 12px 16px; }
  #view-inbox #messages .msg, #view-inbox #dm-messages .msg { max-width: 86%; }
  #view-inbox #composer { padding: 8px 10px 10px; }
  .ib-send, #view-inbox .cmode button { min-height: 40px; }
  .ib-aibtn { height: 40px; }
  .cp-foot > span { display: none; }
  .oc-grid { grid-template-columns: 1fr; }
  .oc { flex-direction: row; align-items: center; min-height: 0; }
  .cm-row2, .cn-form .cm-row2 { grid-template-columns: 1fr; }
  .ibd-head { padding: 16px 12px 0 16px; }
  .ibd-body { padding: 14px 16px; }
  .ibd-foot { padding: 12px 16px 14px; }
  .ibd-foot button, .rchip { min-height: 40px; }
  .step { min-height: 48px; }
}