*, *::before, *::after { box-sizing: border-box; margin: 0; padding: 0; }
:root {
  --bg: #f0f2f5; --surface: #fff; --border: #e0e0e0; --text: #1a1a1a; --muted: #6b7280;
  --primary: #2563eb; --primary-light: #dbeafe;
  --success: #059669; --danger: #dc2626; --warning: #d97706;
  --radius: 8px;
}
body { font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, sans-serif; background: var(--bg); color: var(--text); font-size: 14px; height: 100vh; overflow: hidden; }

.support-app { display: flex; flex-direction: column; height: 100vh; }

/* Header */
.support-header { background: var(--surface); border-bottom: 1px solid var(--border); padding: 10px 20px; display: flex; align-items: center; justify-content: space-between; flex-shrink: 0; }
.support-header h1 { font-size: 18px; font-weight: 600; }
.header-right { display: flex; align-items: center; gap: 12px; }
.agent-name-wrap { display: flex; align-items: center; gap: 6px; font-size: 13px; }
.agent-name-wrap input { padding: 4px 8px; border: 1px solid var(--border); border-radius: 4px; font-size: 13px; width: 140px; }
.connection-status { font-size: 12px; padding: 3px 10px; border-radius: 12px; font-weight: 600; }
.connection-status.connected { background: #ecfdf5; color: var(--success); }
.connection-status.disconnected { background: #fef2f2; color: var(--danger); }
.nav-link { font-size: 13px; color: var(--primary); text-decoration: none; padding: 4px 10px; border: 1px solid var(--border); border-radius: 4px; }
.nav-link:hover { background: var(--primary-light); }

/* Layout */
.support-layout { display: grid; grid-template-columns: 280px 1fr 260px; flex: 1; overflow: hidden; }

/* Session list */
.session-list-panel { background: var(--surface); border-right: 1px solid var(--border); display: flex; flex-direction: column; overflow: hidden; }
.panel-header { padding: 12px 16px; border-bottom: 1px solid var(--border); display: flex; align-items: center; justify-content: space-between; }
.panel-header h2 { font-size: 14px; font-weight: 600; }
.session-count { background: var(--primary); color: #fff; font-size: 11px; font-weight: 700; padding: 2px 8px; border-radius: 10px; }
.session-list { flex: 1; overflow-y: auto; }

.session-card { padding: 12px 16px; border-bottom: 1px solid #f0f0f0; cursor: pointer; transition: .1s; }
.session-card:hover { background: #f8f9fe; }
.session-card.active { background: var(--primary-light); border-left: 3px solid var(--primary); }
.session-card.flagged { border-left: 3px solid var(--warning); }
.session-card.urgent { border-left: 3px solid var(--danger); background: #fef2f2; }
.session-card .name { font-weight: 600; font-size: 14px; }
.session-card .dept { font-size: 12px; color: var(--muted); }
.session-card .meta { display: flex; gap: 8px; margin-top: 4px; font-size: 11px; color: var(--muted); }
.session-card .mode-tag { font-size: 10px; font-weight: 700; padding: 1px 6px; border-radius: 4px; text-transform: uppercase; }
.session-card .mode-tag.ai { background: #dbeafe; color: #1d4ed8; }
.session-card .mode-tag.agent { background: #ecfdf5; color: #059669; }
.session-card .alert-score { font-size: 10px; font-weight: 700; padding: 1px 6px; border-radius: 4px; }
.session-card .alert-score.low { background: #f3f4f6; color: var(--muted); }
.session-card .alert-score.medium { background: #fffbeb; color: var(--warning); }
.session-card .alert-score.high { background: #fef2f2; color: var(--danger); }

.no-sessions { padding: 40px 16px; text-align: center; color: var(--muted); font-size: 13px; }

/* Chat panel */
.chat-panel { display: flex; flex-direction: column; overflow: hidden; }
.no-session { flex: 1; display: flex; align-items: center; justify-content: center; color: var(--muted); }

.active-chat { flex: 1; display: flex; flex-direction: column; overflow: hidden; }
.chat-info-bar { padding: 10px 16px; background: var(--surface); border-bottom: 1px solid var(--border); font-size: 13px; display: flex; gap: 16px; align-items: center; }
.chat-messages { flex: 1; overflow-y: auto; padding: 16px; display: flex; flex-direction: column; gap: 8px; background: var(--bg); }

.chat-msg { max-width: 80%; padding: 8px 14px; border-radius: 10px; font-size: 14px; line-height: 1.5; }
.chat-msg.user { align-self: flex-end; background: var(--primary); color: #fff; border-bottom-right-radius: 4px; }
.chat-msg.assistant { align-self: flex-start; background: var(--surface); border: 1px solid var(--border); border-bottom-left-radius: 4px; }
.chat-msg.system { align-self: center; background: none; color: var(--muted); font-size: 12px; font-style: italic; padding: 4px; }
.chat-msg .msg-meta { font-size: 11px; color: rgba(255,255,255,.7); margin-top: 4px; }
.chat-msg.assistant .msg-meta { color: var(--muted); }

.chat-controls { background: var(--surface); border-top: 1px solid var(--border); padding: 12px 16px; }
.control-bar { display: flex; gap: 8px; margin-bottom: 8px; }
.control-bar textarea { flex: 1; padding: 8px 12px; border: 1px solid var(--border); border-radius: var(--radius); font-size: 14px; font-family: inherit; resize: none; max-height: 80px; }
.control-bar textarea:focus { outline: none; border-color: var(--primary); }
.control-bar textarea:disabled { background: #f3f4f6; }
.btn-agent-send { padding: 8px 18px; background: var(--primary); color: #fff; border: none; border-radius: var(--radius); font-size: 14px; font-weight: 600; cursor: pointer; }
.btn-agent-send:disabled { background: #d1d5db; cursor: default; }
.control-actions { display: flex; gap: 8px; }
.btn-action { padding: 6px 14px; border: none; border-radius: 6px; font-size: 13px; font-weight: 500; cursor: pointer; }
.btn-join { background: var(--primary); color: #fff; }
.btn-join:hover { background: #1d4ed8; }
.btn-handback { background: #f3f4f6; color: var(--text); border: 1px solid var(--border); }
.btn-resolve { background: var(--success); color: #fff; }
.btn-resolve:hover { background: #047857; }

/* Alerts panel */
.alerts-panel { background: var(--surface); border-left: 1px solid var(--border); display: flex; flex-direction: column; overflow: hidden; }
.alerts-list { flex: 1; overflow-y: auto; padding: 8px; }
.alert-item { padding: 8px 10px; border-radius: 6px; margin-bottom: 6px; font-size: 12px; line-height: 1.4; }
.alert-item.frustration { background: #fef2f2; color: var(--danger); }
.alert-item.duration { background: #fffbeb; color: var(--warning); }
.alert-item.ai_escalated { background: #fef2f2; color: var(--danger); }
.alert-item.high_msg { background: #fffbeb; color: var(--warning); }
.alert-item.default { background: #f3f4f6; color: var(--muted); }
.alert-item .alert-session { font-weight: 600; }
.alert-item .alert-time { font-size: 10px; opacity: .7; }