:root {
  --bg-page: #efeae2;
  --bg-panel: #f7f5f3;
  --bg-sidebar: #ffffff;
  --bg-chat: #e6ddd4;
  --header: #f0f2f5;
  --line: #d8dde3;
  --text-strong: #111b21;
  --text-soft: #667781;
  --accent: #00a884;
  --accent-dark: #0b6b59;
  --brand-ink: #0f3f3b;
  --bubble-in: #ffffff;
  --bubble-out: #d9fdd3;
  --shadow: 0 4px 18px rgba(17, 27, 33, 0.08);
}

* {
  box-sizing: border-box;
}

html,
body {
  height: 100%;
}

body {
  margin: 0;
  font-family: "Poppins", "Segoe UI", Tahoma, sans-serif;
  background: #e8ecef;
  color: var(--text-strong);
  overflow: hidden;
}

.app-shell {
  width: 100vw;
  height: 100dvh;
  margin: 0;
  padding: 0;
  display: grid;
  grid-template-columns: 380px 1fr;
  gap: 0;
}

.sidebar,
.conversation {
  border-radius: 0;
  overflow: hidden;
  box-shadow: none;
  border: 0;
}

.sidebar {
  background: var(--bg-sidebar);
  display: flex;
  flex-direction: column;
}

.sidebar-header {
  padding: 18px;
  background: var(--header);
  border-bottom: 1px solid var(--line);
}

.sidebar-header h1 {
  margin: 0;
  font-size: 20px;
  font-weight: 700;
}

.sidebar-header p {
  margin: 6px 0 0;
  color: var(--text-soft);
  font-size: 13px;
}

.sidebar-controls {
  padding: 14px 16px;
  border-bottom: 1px solid var(--line);
  display: grid;
  gap: 8px;
}

.sidebar-controls label {
  font-size: 12px;
  text-transform: uppercase;
  letter-spacing: 0.04em;
  color: var(--text-soft);
  font-weight: 600;
}

.sidebar-controls select,
.sidebar-controls input,
.chat-status select {
  width: 100%;
  border: 1px solid var(--line);
  border-radius: 10px;
  background: #fff;
  color: var(--text-strong);
  padding: 9px 10px;
  font-size: 13px;
}

.tickets-list {
  flex: 1;
  overflow-y: auto;
  background: #fff;
}

.ticket-item {
  padding: 12px 14px;
  border-bottom: 1px solid #eef1f4;
  cursor: pointer;
  transition: background 0.15s ease;
  border-left: 4px solid transparent;
}

.ticket-item:hover {
  background: #f4fbf9;
}

.ticket-item.active {
  background: #e9f9f4;
  border-left: 4px solid var(--accent);
  padding-left: 10px;
}

.ticket-item.ticket-status-pendente {
  background: #fffdf7;
  border-left-color: #f59e0b;
}

.ticket-item.ticket-status-em_atendimento {
  background: #f2fbf8;
  border-left-color: #00a884;
}

.ticket-main {
  display: flex;
  justify-content: space-between;
  gap: 8px;
  align-items: center;
}

.ticket-phone {
  margin: 0;
  font-size: 14px;
  font-weight: 600;
}

.ticket-time {
  font-size: 11px;
  color: var(--text-soft);
  white-space: nowrap;
}

.ticket-meta {
  margin-top: 6px;
  display: flex;
  justify-content: space-between;
  gap: 8px;
  align-items: center;
  font-size: 12px;
  color: var(--text-soft);
}

.ticket-preview {
  flex: 1;
  overflow: hidden;
  text-overflow: ellipsis;
  white-space: nowrap;
  color: #5f6f78;
}

.ticket-right-meta {
  display: flex;
  align-items: center;
  gap: 8px;
}

.ticket-foot {
  margin-top: 5px;
  font-size: 11px;
  color: #8a99a2;
}

.unread-badge {
  min-width: 20px;
  height: 20px;
  border-radius: 999px;
  padding: 0 6px;
  display: inline-flex;
  align-items: center;
  justify-content: center;
  background: var(--accent);
  color: #fff;
  font-size: 11px;
  font-weight: 700;
}

.status-pill {
  padding: 3px 9px;
  border-radius: 999px;
  font-size: 10px;
  text-transform: uppercase;
  letter-spacing: 0.05em;
  font-weight: 700;
}

.status-pendente {
  background: #fff3cf;
  color: #8a6700;
}

.status-em_atendimento {
  background: #d9fdd3;
  color: #0b6b59;
}

.status-finalizado {
  background: #edf0f3;
  color: #4a5a63;
}

.status-cancelado {
  background: #ffe2e2;
  color: #8f2626;
}

.conversation {
  display: grid;
  grid-template-rows: auto 1fr auto auto;
  background: var(--bg-panel);
  position: relative;
}

.conversation-header {
  padding: 12px 16px;
  border-bottom: 1px solid var(--line);
  background: linear-gradient(110deg, #eef4f8 0%, #f7fbf9 55%, #f4f0ea 100%);
  display: flex;
  justify-content: space-between;
  align-items: center;
  gap: 14px;
}

.conversation-title-row {
  display: flex;
  align-items: center;
  gap: 10px;
}

.chat-header-profile-trigger {
  padding: 0;
  margin: 0;
  text-align: left;
  color: inherit;
  cursor: pointer;
}

.chat-header-profile-trigger:focus-visible {
  outline: 2px solid #8fc8bb;
  outline-offset: 4px;
  border-radius: 6px;
}

.chat-header-profile-trigger:hover .chat-title {
  text-decoration: underline;
}

.mobile-back-button {
  display: none;
  border: 1px solid #d6dde3;
  background: #fff;
  color: #1f2e36;
  border-radius: 8px;
  font-size: 12px;
  font-weight: 600;
  padding: 6px 10px;
  cursor: pointer;
}

.chat-title {
  font-size: 16px;
  font-weight: 700;
}

.chat-subtitle {
  margin-top: 3px;
  font-size: 12px;
  color: var(--text-soft);
}

.chat-attendant {
  margin-top: 4px;
  font-size: 12px;
  color: #3f505a;
  font-weight: 600;
}

.chat-status {
  min-width: 160px;
  max-width: 190px;
  width: 100%;
  background: transparent;
  border: 0;
  border-radius: 0;
  padding: 0;
}

.chat-status label {
  display: block;
  font-size: 10px;
  color: var(--text-soft);
  font-weight: 500;
  margin-bottom: 2px;
  text-transform: uppercase;
  letter-spacing: 0.06em;
}

.chat-status select {
  border-radius: 8px;
  border-color: #d7dfe6;
  background: #f7fafc;
  color: #3f505a;
  font-size: 12px;
  padding: 6px 8px;
}

.status-row {
  display: flex;
  align-items: center;
  gap: 8px;
}

.notes-toggle-button {
  width: 32px;
  height: 32px;
  border: 1px solid #d0dae2;
  border-radius: 8px;
  background: #fff;
  color: #43545e;
  display: inline-flex;
  align-items: center;
  justify-content: center;
  cursor: pointer;
}

.notes-toggle-button svg {
  width: 15px;
  height: 15px;
  fill: currentColor;
}

.notes-toggle-button[aria-expanded="true"] {
  border-color: #9bd8ca;
  background: #e7f8f3;
  color: #0b6b59;
}

.notes-toggle-button:disabled {
  opacity: 0.55;
  cursor: not-allowed;
}

.chat-messages {
  overflow-y: auto;
  padding: 18px 22px;
  background: linear-gradient(180deg, rgba(230, 221, 212, 0.94) 0%, rgba(230, 221, 212, 1) 100%);
}

.msg-row {
  display: flex;
  margin-bottom: 9px;
}

.msg-row.in {
  justify-content: flex-start;
}

.msg-row.out {
  justify-content: flex-end;
}

.msg {
  max-width: min(72%, 620px);
  border-radius: 10px;
  padding: 8px 10px 6px;
  box-shadow: 0 1px 1px rgba(17, 27, 33, 0.14);
  line-height: 1.45;
  font-size: 13px;
  word-break: break-word;
}

.msg.in {
  background: var(--bubble-in);
}

.msg.out {
  background: var(--bubble-out);
}

.msg.out.bot {
  background: #dbeafe;
}

.msg.out.agent {
  background: #d9fdd3;
}

.msg-origin {
  font-size: 10px;
  font-weight: 600;
  text-transform: uppercase;
  letter-spacing: 0.03em;
  margin-bottom: 3px;
}

.msg-origin.user {
  color: #60707a;
}

.msg-origin.bot {
  color: #2a617a;
}

.msg-origin.agent {
  color: var(--accent-dark);
}

.msg-time {
  margin-top: 5px;
  font-size: 10px;
  color: #6c7f88;
  text-align: right;
}

.msg-media-wrap {
  display: flex;
  flex-direction: column;
  gap: 4px;
}

.msg-image {
  max-width: 280px;
  max-height: 320px;
  width: 100%;
  border-radius: 6px;
  object-fit: cover;
  cursor: pointer;
  display: block;
  transition: opacity 0.15s;
}
.msg-image:hover { opacity: 0.88; }

.msg-caption {
  font-size: 13px;
  color: inherit;
  word-break: break-word;
}

.msg-audio {
  width: 100%;
  min-width: 200px;
  max-width: 300px;
  height: 36px;
  border-radius: 20px;
  outline: none;
}

.divider-row {
  margin: 14px 0;
  display: flex;
  justify-content: center;
}

.divider {
  display: flex;
  align-items: center;
  width: min(340px, 100%);
  color: #61727b;
  font-size: 10px;
  text-transform: uppercase;
  letter-spacing: 0.08em;
}

.divider-line {
  flex: 1;
  height: 1px;
  background: #c9d0d6;
}

.divider-text {
  margin: 0 8px;
}

.chat-input {
  border-top: 1px solid var(--line);
  background: #f0f2f5;
  padding: 10px 14px;
  display: flex;
  gap: 10px;
  align-items: center;
}

.notes-panel {
  border-top: 1px solid var(--line);
  background: #f6f7f9;
}

.notes-panel.collapsed {
  display: none;
}

.chat-profile-panel {
  position: absolute;
  top: 0;
  right: 0;
  bottom: 0;
  width: min(420px, 100%);
  background: #f9fbfc;
  border-left: 1px solid #d9e1e8;
  box-shadow: -8px 0 20px rgba(17, 27, 33, 0.08);
  transform: translateX(105%);
  transition: transform 0.22s ease;
  z-index: 20;
  display: grid;
  grid-template-rows: auto 1fr;
  pointer-events: none;
}

.chat-profile-panel.open {
  transform: translateX(0);
  pointer-events: auto;
}

.chat-profile-header {
  display: flex;
  align-items: center;
  justify-content: space-between;
  padding: 12px 14px;
  border-bottom: 1px solid #dde4ea;
  background: #f2f6f9;
}

.chat-profile-title {
  font-size: 14px;
  font-weight: 700;
  color: #1f2e36;
}

.chat-profile-close {
  border: 1px solid #d2dce4;
  border-radius: 8px;
  background: #fff;
  color: #2f4049;
  font-size: 12px;
  font-weight: 600;
  padding: 6px 10px;
  cursor: pointer;
}

.chat-profile-content {
  overflow-y: auto;
  padding: 14px;
  display: grid;
  gap: 14px;
}

.profile-section {
  background: #fff;
  border: 1px solid #dfe7ed;
  border-radius: 10px;
  padding: 10px 12px;
}

.profile-section h3 {
  margin: 0 0 8px;
  font-size: 12px;
  text-transform: uppercase;
  letter-spacing: 0.05em;
  color: #5c6e78;
}

.profile-grid {
  display: grid;
  gap: 6px;
}

.profile-row {
  display: grid;
  gap: 2px;
}

.profile-key {
  font-size: 11px;
  color: #71838d;
}

.profile-value {
  font-size: 13px;
  color: #1e2f38;
}

.media-gallery {
  display: grid;
  grid-template-columns: repeat(3, 1fr);
  gap: 6px;
}

.media-gallery-item {
  display: flex;
  flex-direction: column;
  gap: 3px;
}

.media-gallery-item--audio,
.media-gallery-item--other {
  grid-column: 1 / -1;
  background: #f4f7f9;
  border: 1px solid #e2e8ee;
  border-radius: 8px;
  padding: 8px 10px;
}

.media-thumb-link {
  display: block;
  border-radius: 6px;
  overflow: hidden;
  aspect-ratio: 1;
  background: #e2e8ee;
}

.media-thumb {
  width: 100%;
  height: 100%;
  object-fit: cover;
  display: block;
  transition: opacity 0.15s;
}
.media-thumb:hover { opacity: 0.82; }

.media-gallery-meta {
  font-size: 10px;
  color: #7a8f99;
  text-align: center;
  white-space: nowrap;
  overflow: hidden;
  text-overflow: ellipsis;
}

.media-gallery-item--audio .media-gallery-meta,
.media-gallery-item--other .media-gallery-meta {
  text-align: left;
  margin-bottom: 4px;
}

.media-gallery-audio {
  width: 100%;
  height: 36px;
  border-radius: 20px;
}

.media-link {
  font-size: 12px;
  color: #005e94;
  text-decoration: none;
}

.media-link:hover {
  text-decoration: underline;
}

.notes-header {
  padding: 8px 14px;
  font-size: 11px;
  font-weight: 700;
  color: #42525b;
  border-bottom: 1px solid #e1e5ea;
  text-transform: uppercase;
  letter-spacing: 0.07em;
}

.notes-list {
  max-height: 180px;
  overflow-y: auto;
  padding: 10px 14px;
  display: grid;
  gap: 8px;
}

.note-item {
  border: 1px solid #dde3e8;
  background: #ffffff;
  border-radius: 8px;
  padding: 8px 10px;
}

.note-meta {
  font-size: 11px;
  color: #60707a;
  margin-bottom: 4px;
}

.note-text {
  font-size: 13px;
  color: #22323a;
  white-space: pre-wrap;
}

.notes-empty {
  font-size: 12px;
  color: #708089;
}

.notes-input {
  padding: 8px 14px 10px;
  display: flex;
  gap: 8px;
  align-items: flex-end;
}

.notes-input textarea {
  flex: 1;
  min-height: 36px;
  max-height: 84px;
  resize: none;
  border: 1px solid #d6dde3;
  border-radius: 8px;
  padding: 8px;
  font-size: 12px;
  font-family: inherit;
}

.notes-input button {
  border: 0;
  border-radius: 8px;
  background: #2b5f7a;
  color: #fff;
  font-size: 12px;
  font-weight: 600;
  padding: 8px 11px;
  cursor: pointer;
}

.notes-input button:disabled,
.notes-input textarea:disabled {
  opacity: 0.55;
  cursor: not-allowed;
}

.toast-region {
  position: fixed;
  right: 16px;
  bottom: 16px;
  z-index: 60;
  display: grid;
  gap: 8px;
  max-width: min(360px, calc(100vw - 24px));
}

.toast {
  border-radius: 10px;
  padding: 10px 12px;
  color: #fff;
  box-shadow: 0 6px 16px rgba(17, 27, 33, 0.2);
  font-size: 13px;
  opacity: 0;
  transform: translateY(8px);
  animation: toast-in 0.18s ease forwards;
}

.toast.success {
  background: #0b8f66;
}

.toast.error {
  background: #c0392b;
}

.toast.info {
  background: #2b5f7a;
}

@keyframes toast-in {
  to {
    opacity: 1;
    transform: translateY(0);
  }
}

.chat-input textarea {
  flex: 1;
  resize: none;
  min-height: 42px;
  max-height: 128px;
  border: 1px solid var(--line);
  border-radius: 10px;
  background: #fff;
  font-size: 13px;
  padding: 10px;
  font-family: inherit;
}

.chat-input button {
  border: 0;
  border-radius: 10px;
  background: var(--accent);
  color: #fff;
  font-weight: 600;
  padding: 10px 18px;
  cursor: pointer;
  transition: background 0.15s ease;
  align-self: center;
}

.chat-input button:hover:not(:disabled) {
  background: #008c6e;
}

.chat-input button:disabled,
.chat-input textarea:disabled,
.chat-status select:disabled {
  opacity: 0.6;
  cursor: not-allowed;
}

.chat-empty {
  padding: 22px;
  color: var(--text-soft);
  font-size: 13px;
}

/* ── Respostas Rápidas ────────────────────────────────────── */
.qr-wrapper {
  position: relative;
  display: flex;
  align-items: center;
}

.qr-trigger-btn {
  border: 0;
  background: transparent;
  font-size: 20px;
  cursor: pointer;
  padding: 4px 6px;
  border-radius: 8px;
  line-height: 1;
  color: var(--text-soft);
  transition: background 0.15s, color 0.15s;
  align-self: center;
}
.qr-trigger-btn:hover:not(:disabled) { background: #e2e8ed; color: var(--accent); }
.qr-trigger-btn:disabled { opacity: 0.4; cursor: not-allowed; }

.qr-popover {
  position: absolute;
  bottom: calc(100% + 8px);
  left: 0;
  width: 320px;
  background: #fff;
  border: 1px solid var(--line);
  border-radius: 12px;
  box-shadow: var(--shadow);
  z-index: 100;
  display: flex;
  flex-direction: column;
  overflow: hidden;
}
.qr-popover.hidden { display: none; }

.qr-popover-header {
  display: flex;
  gap: 6px;
  padding: 8px 10px;
  border-bottom: 1px solid var(--line);
  background: #f7f9fb;
}
.qr-popover-header input {
  flex: 1;
  border: 1px solid var(--line);
  border-radius: 8px;
  padding: 6px 10px;
  font-size: 13px;
  font-family: inherit;
  outline: none;
}
.qr-popover-header input:focus { border-color: var(--accent); }

.qr-manage-btn {
  border: 0;
  background: transparent;
  font-size: 18px;
  cursor: pointer;
  padding: 4px 6px;
  border-radius: 8px;
  color: var(--text-soft);
  transition: background 0.15s;
}
.qr-manage-btn:hover { background: #e2e8ed; color: var(--text-strong); }

.qr-list {
  list-style: none;
  margin: 0;
  padding: 4px 0;
  max-height: 240px;
  overflow-y: auto;
}
.qr-list li {
  padding: 9px 14px;
  cursor: pointer;
  border-bottom: 1px solid #f0f2f5;
  transition: background 0.12s;
}
.qr-list li:last-child { border-bottom: 0; }
.qr-list li:hover, .qr-list li.active { background: #e8f5f1; }
.qr-list li .qr-titulo {
  font-size: 12px;
  font-weight: 600;
  color: var(--accent-dark);
  margin-bottom: 2px;
}
.qr-list li .qr-preview {
  font-size: 12px;
  color: var(--text-soft);
  white-space: nowrap;
  overflow: hidden;
  text-overflow: ellipsis;
}

.qr-empty {
  padding: 12px 14px;
  font-size: 13px;
  color: var(--text-soft);
  text-align: center;
}
.qr-empty.hidden { display: none; }

/* ── Modais ───────────────────────────────────────────────── */
.modal-overlay {
  position: fixed;
  inset: 0;
  background: rgba(17, 27, 33, 0.45);
  z-index: 200;
  display: flex;
  align-items: center;
  justify-content: center;
}
.modal-overlay.hidden { display: none; }

.modal-box {
  background: #fff;
  border-radius: 14px;
  width: min(540px, 96vw);
  max-height: 80vh;
  display: flex;
  flex-direction: column;
  box-shadow: 0 8px 32px rgba(17,27,33,0.18);
  overflow: hidden;
}
.modal-box-sm { width: min(420px, 96vw); }

.modal-header {
  display: flex;
  align-items: center;
  justify-content: space-between;
  padding: 16px 20px;
  border-bottom: 1px solid var(--line);
  background: #f7f9fb;
}
.modal-header h2 { margin: 0; font-size: 16px; font-weight: 600; }

.modal-close-btn {
  border: 0;
  background: transparent;
  font-size: 18px;
  cursor: pointer;
  color: var(--text-soft);
  padding: 4px 8px;
  border-radius: 6px;
  transition: background 0.15s;
}
.modal-close-btn:hover { background: #e2e8ed; color: var(--text-strong); }

.modal-body {
  padding: 16px 20px;
  overflow-y: auto;
  display: flex;
  flex-direction: column;
  gap: 10px;
}

.modal-actions {
  display: flex;
  gap: 8px;
  justify-content: flex-end;
  margin-top: 6px;
}

.btn-accent {
  border: 0;
  background: var(--accent);
  color: #fff;
  font-weight: 600;
  padding: 9px 18px;
  border-radius: 9px;
  cursor: pointer;
  font-size: 13px;
  transition: background 0.15s;
  align-self: flex-start;
}
.btn-accent:hover { background: var(--accent-dark); }

.btn-secondary {
  border: 1px solid var(--line);
  background: #fff;
  color: var(--text-strong);
  font-weight: 500;
  padding: 9px 16px;
  border-radius: 9px;
  cursor: pointer;
  font-size: 13px;
  transition: background 0.15s;
}
.btn-secondary:hover { background: #f0f2f5; }

.form-label {
  font-size: 12px;
  font-weight: 600;
  color: var(--text-soft);
  text-transform: uppercase;
  letter-spacing: 0.04em;
}
.form-input, .form-textarea {
  border: 1px solid var(--line);
  border-radius: 9px;
  padding: 9px 12px;
  font-size: 13px;
  font-family: inherit;
  outline: none;
  width: 100%;
}
.form-input:focus, .form-textarea:focus { border-color: var(--accent); }
.form-textarea { resize: vertical; }

.qr-manage-list {
  list-style: none;
  margin: 4px 0 0;
  padding: 0;
  display: flex;
  flex-direction: column;
  gap: 8px;
}
.qr-manage-item {
  border: 1px solid var(--line);
  border-radius: 10px;
  padding: 10px 14px;
  display: flex;
  align-items: flex-start;
  gap: 10px;
}
.qr-manage-item-body { flex: 1; min-width: 0; }
.qr-manage-item-titulo {
  font-size: 13px;
  font-weight: 600;
  color: var(--accent-dark);
  margin-bottom: 3px;
}
.qr-manage-item-preview {
  font-size: 12px;
  color: var(--text-soft);
  white-space: nowrap;
  overflow: hidden;
  text-overflow: ellipsis;
}
.qr-manage-item-actions { display: flex; gap: 6px; flex-shrink: 0; }
.qr-manage-item-actions button {
  border: 0;
  background: transparent;
  cursor: pointer;
  font-size: 14px;
  padding: 4px 7px;
  border-radius: 6px;
  color: var(--text-soft);
  transition: background 0.15s;
}
.qr-manage-item-actions button:hover { background: #e2e8ed; color: var(--text-strong); }
.qr-manage-item-actions .btn-delete:hover { color: #e53935; background: #fdecea; }

@media (max-width: 980px) {
  .app-shell {
    grid-template-columns: 1fr;
    padding: 0;
    gap: 0;
    height: 100dvh;
    overflow: hidden;
    position: relative;
  }

  .sidebar,
  .conversation {
    height: 100dvh;
  }

  .sidebar {
    display: flex;
  }

  .conversation {
    position: absolute;
    inset: 0;
    transform: translateX(110%);
    opacity: 0;
    pointer-events: none;
    transition: transform 0.2s ease, opacity 0.2s ease;
  }

  .app-shell.mobile-chat-open .conversation {
    transform: translateX(0);
    opacity: 1;
    pointer-events: auto;
  }

  .app-shell.mobile-chat-open .sidebar {
    visibility: hidden;
  }

  .mobile-back-button {
    display: inline-flex;
    align-items: center;
    justify-content: center;
  }

  .conversation-header {
    flex-wrap: wrap;
  }

  .chat-status {
    width: 140px;
    min-width: 140px;
  }

  .msg {
    max-width: 88%;
  }

  .notes-list {
    max-height: 110px;
  }

  .toast-region {
    right: 10px;
    left: 10px;
    bottom: 10px;
    max-width: none;
  }
}