:root{--gold:#a76504;--gold-dark:#5b3505;--gold-soft:#fff3da;--ink:#202229;--muted:#6b7280;--line:#e7e4df;--bg:#f6f5f2;--green:#18864b;--blue:#316cbe;--red:#b94736}*{box-sizing:border-box}body{margin:0;color:var(--ink);font:14px Inter,ui-sans-serif,system-ui,-apple-system,sans-serif;background:var(--bg)}button,input,textarea,select{font:inherit}.hidden{display:none!important}.login{min-height:100vh;display:grid;place-items:center;background:linear-gradient(135deg,#f7f4ed,#fff)}.login form{width:min(410px,calc(100% - 32px));padding:38px;border:1px solid var(--line);border-radius:18px;background:white;box-shadow:0 20px 60px #5a43221a}.brand-mark,.nav header>b{display:grid;place-items:center;width:42px;height:42px;border-radius:10px;background:var(--gold);color:#fff;font-size:20px;font-weight:800}.login h1{margin:18px 0 4px}.login p{color:var(--muted);margin:0 0 24px}.login label{display:block;font-weight:650;margin:14px 0}.login input{width:100%;margin-top:7px;padding:12px;border:1px solid var(--line);border-radius:9px}.login button,.composer button{width:100%;border:0;border-radius:9px;background:var(--green);color:#fff;padding:12px;font-weight:700}.login small{display:block;color:var(--red);margin-top:12px}.app{height:100vh;display:grid;grid-template-columns:220px 350px minmax(500px,1fr) 300px;background:white;overflow:hidden}.nav{padding:20px 12px;background:#fbfaf8;border-right:1px solid var(--line);display:flex;flex-direction:column}.nav header{display:flex;gap:12px;align-items:center;padding:0 8px 26px}.nav header strong,.nav header small{display:block;letter-spacing:1.5px}.nav header strong{color:var(--gold-dark)}.nav header small{font-size:9px}.nav nav{display:grid;gap:3px}.view{display:flex;align-items:center;gap:10px;border:0;border-radius:9px;background:none;padding:11px;text-align:left;cursor:pointer}.view:hover,.view.active{background:#f1e6d3;color:var(--gold-dark)}.view em{margin-left:auto;font-style:normal;background:#eee5d6;padding:2px 7px;border-radius:99px;font-size:11px}.nav footer{margin-top:auto;display:grid;grid-template-columns:34px 1fr auto;align-items:center;gap:8px;border-top:1px solid var(--line);padding:16px 4px 0}.nav footer>span{display:grid;place-items:center;width:32px;height:32px;border-radius:50%;background:var(--gold);color:white}.nav footer strong,.nav footer small{display:block}.nav footer small{color:var(--muted);font-size:10px}.nav footer button{border:0;background:none;color:var(--muted);font-size:11px}.queue{display:grid;grid-template-rows:auto auto 1fr auto;border-right:1px solid var(--line);min-width:0}.queue>header{padding:22px 16px}.queue>header small,.details header small{color:var(--gold);font-weight:800;letter-spacing:1.3px}.queue h1{font-size:20px;margin:4px 0}.search{display:flex;align-items:center;margin:0 12px 10px;padding:0 10px;border:1px solid var(--line);border-radius:9px}.search input{border:0;outline:0;width:100%;padding:11px}.case-list{overflow:auto;border-top:1px solid var(--line)}.case-card{padding:14px;border-bottom:1px solid var(--line);cursor:pointer}.case-card:hover,.case-card.active{background:#fff9ee}.case-card.active{box-shadow:inset 3px 0 var(--gold)}.case-card .top{display:flex;align-items:center;gap:8px}.case-card time{margin-left:auto;color:var(--muted);font-size:11px}.case-card h3{margin:8px 0 3px;font-size:14px}.case-card p{margin:3px 0;color:#5c626c;white-space:nowrap;overflow:hidden;text-overflow:ellipsis;font-size:12px}.pills{display:flex;gap:5px;margin-top:8px}.pill{padding:3px 7px;border-radius:5px;background:#edf0f2;font-size:10px}.pill.unread{background:#dceaff;color:#174b88}.pill.urgent{background:#ffe0dc;color:#8e2e20}.queue>footer{padding:12px;border-top:1px solid var(--line);color:var(--muted);font-size:11px}.workspace{display:grid;grid-template-rows:auto 1fr auto;min-width:0;background:#f7f8f8}.case-head{display:flex;justify-content:space-between;gap:18px;padding:17px 20px;background:#fff;border-bottom:1px solid var(--line)}.case-head b{font-size:21px}.case-head h2{font-size:14px;margin:4px 0}.case-head small{color:var(--muted)}.head-actions{display:flex;gap:8px}.head-actions label{font-size:10px;color:var(--muted)}.head-actions select{display:block;margin-top:4px;max-width:145px;border:1px solid var(--line);border-radius:7px;padding:7px;background:white}.timeline{overflow:auto;padding:20px;display:flex;flex-direction:column;gap:11px}.empty{margin:auto;color:var(--muted)}.message{display:flex;gap:9px;max-width:78%}.message.outbound{align-self:flex-end;flex-direction:row-reverse}.message .avatar{display:grid;place-items:center;width:31px;height:31px;flex:0 0 31px;border-radius:50%;background:#e3e5e7;font-size:10px}.message.outbound .avatar{background:#ead7b5}.bubble{background:#fff;border:1px solid var(--line);border-radius:12px;padding:11px 13px;box-shadow:0 2px 4px #00000008}.outbound .bubble{background:var(--gold-soft);border-color:#e3bd76}.bubble header{display:flex;gap:10px;align-items:center}.bubble header span{font-size:10px;color:var(--muted)}.bubble h4{font-size:12px;margin:0}.bubble p{white-space:pre-wrap;line-height:1.45;margin:6px 0 0}.attachment{margin-top:7px;padding:7px;border:1px solid var(--line);border-radius:7px;background:#fff;font-size:11px}.composer{padding:0 15px 14px;background:#fff;border-top:1px solid var(--line)}.tabs{display:flex;gap:17px}.tabs button{border:0;background:none;padding:11px 2px 8px;color:var(--muted)}.tabs button.active{color:var(--gold);font-weight:700;border-bottom:2px solid var(--gold)}.tabs button:disabled{opacity:.45}.composer textarea,.composer .subject{width:100%;border:1px solid var(--line);border-radius:8px;padding:10px;outline-color:#c49443}.composer textarea{height:74px;resize:none;margin-top:8px}.composer>div:last-child{display:flex;align-items:center;justify-content:space-between;margin-top:8px}.composer>div:last-child span{color:var(--muted);font-size:11px}.composer>div:last-child button{width:auto;padding:9px 14px}.details{overflow:auto;padding:18px;border-left:1px solid var(--line)}.details header{border-bottom:1px solid var(--line);padding-bottom:14px}.details h2{font-size:17px;margin:4px 0}.group{padding:13px 0;border-bottom:1px solid var(--line)}.row{display:grid;grid-template-columns:100px 1fr;gap:8px;margin:9px 0;font-size:12px}.row span{color:var(--muted)}.row strong{font-weight:550;word-break:break-word}.product{border:1px solid var(--line);border-radius:8px;padding:9px;margin:7px 0}.product strong,.product small{display:block}.product small{color:var(--muted);margin-top:3px}#toast{position:fixed;left:50%;bottom:20px;transform:translate(-50%,30px);opacity:0;background:#18221c;color:#fff;padding:10px 15px;border-radius:8px;transition:.2s}#toast.show{opacity:1;transform:translate(-50%,0)}@media(max-width:1200px){.app{grid-template-columns:190px 320px minmax(500px,1fr)}.details{display:none}}@media(max-width:850px){.app{grid-template-columns:72px 300px minmax(460px,1fr)}.nav header div,.nav footer div,.nav footer button,.view span{display:none}.nav header{justify-content:center}.view{justify-content:center}}

.attachment{display:block;color:#245d9e;text-decoration:none}.attachment:hover{text-decoration:underline}
.attachment-row{display:flex;flex-wrap:wrap;align-items:center;gap:7px;margin-top:8px;color:var(--muted);font-size:12px}.attachment-row .attachment{display:inline}
.composer-attachments{display:flex;align-items:center;gap:8px;margin-top:7px;width:max-content;max-width:100%;padding:6px 9px;border:1px solid var(--line);border-radius:7px;color:#245d9e;cursor:pointer}.composer-attachments input{position:absolute;opacity:0;pointer-events:none}.composer-attachments small{color:var(--muted)}
.head-actions{flex-wrap:wrap}.head-actions label{min-width:130px}.details header>div:last-child{display:flex;gap:8px}.reports{padding:24px;overflow:auto;background:#f7f8f6}.report-cards{display:grid;grid-template-columns:repeat(5,minmax(130px,1fr));gap:12px}.report-cards article,.report-grid section{background:white;border:1px solid #e2e5e1;border-radius:14px;padding:18px}.report-cards strong{display:block;font-size:26px;margin-top:8px}.report-grid{display:grid;grid-template-columns:1fr 1fr;gap:16px;margin-top:18px}.report-grid table{width:100%;border-collapse:collapse}.report-grid td,.report-grid th{padding:9px 0;border-bottom:1px solid #edf0ed;text-align:left}.report-grid th{text-align:right}.create-tabs{display:flex;gap:6px;margin-bottom:14px}.create-tabs button{border-radius:7px;background:#f2f1ee;color:#555b57;cursor:pointer}.create-tabs button.active{background:#f3e7d2;color:#5b3505;box-shadow:inset 0 -2px #a76504;font-weight:750}#manual-create{margin-top:14px}@media(max-width:1200px){.report-cards{grid-template-columns:repeat(2,1fr)}.report-grid{grid-template-columns:1fr}}
.directory-head{display:flex;align-items:center;justify-content:space-between;gap:20px}.directory-head h2{margin:0}.directory-head p{color:var(--muted)}.directory-head button{border:0;border-radius:8px;padding:10px 14px;background:var(--green);color:white;font-weight:700}.technician-grid{display:grid;grid-template-columns:repeat(auto-fit,minmax(220px,1fr));gap:13px;margin-top:18px}.technician-grid article{padding:17px;background:white;border:1px solid var(--line);border-radius:12px}.technician-grid h3{margin:0 0 8px}.technician-grid p{margin:5px 0;color:var(--muted)}.technician-grid a{color:var(--blue)}
.technician-search{display:flex;align-items:center;gap:8px;max-width:520px;margin-top:16px;padding:0 12px;border:1px solid var(--line);border-radius:9px;background:#fff}.technician-search input{width:100%;padding:11px 0;border:0;outline:0}.state-group{margin-top:22px}.state-group>h3{display:flex;align-items:center;gap:8px;padding-bottom:8px;border-bottom:2px solid var(--gold);color:var(--gold-dark)}.state-group>h3 span{padding:2px 7px;border-radius:99px;background:var(--gold-soft);font-size:11px}.state-group .technician-grid{margin-top:10px}.tech-contact{display:grid;gap:4px}.tech-contact span{color:var(--muted)}
.app.readonly #new-case,.app.readonly .composer,.app.readonly #edit-case,.app.readonly #portal-link{display:none!important}.app.readonly .head-actions select{pointer-events:none;background:#f3f4f3;color:#5f6661}.app.readonly .head-actions label{opacity:.8}
.workspace{grid-template-rows:auto auto 1fr auto}.recommendations{padding:8px 20px;background:#fff;border-bottom:1px solid var(--line)}.recommendations summary{cursor:pointer;font-weight:750;color:var(--gold-dark)}.recommendations summary small{margin-left:8px;color:var(--muted);font-weight:500}.recommendation-list{display:grid;grid-template-columns:repeat(3,minmax(180px,1fr));gap:7px;margin-top:8px}.recommendation-list article{display:flex;align-items:center;justify-content:space-between;gap:8px;padding:8px 10px;border:1px solid var(--line);border-radius:8px;background:#fff}.recommendation-list article.assigned{background:var(--gold-soft);border-color:#e3bd76}.recommendation-list strong,.recommendation-list span,.recommendation-list a{display:block}.recommendation-list span{margin-top:2px;color:var(--muted);font-size:10px}.recommendation-list a{margin-top:3px;color:var(--blue);font-size:11px;text-decoration:none}.recommendation-list button{border:0;border-radius:7px;background:var(--green);color:#fff;padding:7px 9px;font-weight:700;font-size:11px}.recommendation-list button:disabled{background:#d7c09a;color:#5b3505}@media(max-width:1000px){.recommendation-list{grid-template-columns:1fr 1fr}}@media(max-width:700px){.recommendations{padding:8px 12px}.recommendation-list{grid-template-columns:1fr}}
@media(max-width:700px){body{background:#fff}.app{display:block;height:auto;min-height:100vh;overflow:visible}.nav{position:sticky;top:0;z-index:20;padding:6px 8px;border-right:0;border-bottom:1px solid var(--line)}.nav header{display:none}.nav nav{display:flex;gap:4px;overflow-x:auto}.view{flex:0 0 44px;justify-content:center;padding:9px}.view span,.view em{display:none}.nav footer{position:absolute;right:8px;top:7px;margin:0;padding:0;border:0}.nav footer>span{width:34px;height:34px}.queue{height:48vh;border-right:0;border-bottom:1px solid var(--line)}.queue>header{padding:14px}.workspace{height:78vh;min-height:620px}.case-head{display:block;padding:12px}.head-actions{margin-top:10px}.head-actions label{min-width:calc(50% - 6px);flex:1}.head-actions select{width:100%;max-width:none}.message{max-width:92%}.composer{padding:0 10px 10px}.details{display:none}.reports{padding:14px}.report-cards,.report-grid{grid-template-columns:1fr}.technician-grid{grid-template-columns:1fr}dialog{width:calc(100% - 20px);max-height:92vh;padding:18px}.edit-grid{grid-template-columns:1fr}.edit-grid .wide{grid-column:auto}}

/* Keep long directory and report views inside the workspace's scrollable row. */
.reports{min-height:0;overflow-x:hidden;overflow-y:auto;overscroll-behavior:contain}
@media(min-width:701px){.workspace{min-height:0;grid-template-rows:auto auto minmax(0,1fr) auto}}

@keyframes customerReplyPulse{0%,100%{box-shadow:inset 4px 0 #18864b,0 0 0 0 rgba(24,134,75,.08)}50%{box-shadow:inset 4px 0 #18864b,0 0 0 7px rgba(24,134,75,.18)}}
@keyframes technicianReplyPulse{0%,100%{box-shadow:inset 4px 0 #c07a0a,0 0 0 0 rgba(192,122,10,.08)}50%{box-shadow:inset 4px 0 #c07a0a,0 0 0 7px rgba(192,122,10,.2)}}
@keyframes bothReplyPulse{0%,100%{box-shadow:inset 4px 0 #18864b,0 0 0 0 rgba(24,134,75,.08);background:#f1fbf5}50%{box-shadow:inset 4px 0 #c07a0a,0 0 0 7px rgba(192,122,10,.2);background:#fff8e9}}
.case-card.has-unread-reply{position:relative;background:#f1fbf5;animation:customerReplyPulse 1.8s ease-in-out infinite}
.case-card.has-unread-reply.technician-unread{background:#fff8e9;animation-name:technicianReplyPulse}
.case-card.has-unread-reply.both-unread{animation-name:bothReplyPulse}
.case-card.active:not(.has-unread-reply){background:#f0f1f2}
.case-card:not(.has-unread-reply):hover{background:#f5f6f6}
.case-card.active:not(.has-unread-reply){box-shadow:inset 3px 0 #9aa0a6}
.case-card .case-product-line{color:#8a5708;font-weight:600}
.case-card .case-issue-line{color:var(--ink);font-weight:750}
@media(prefers-reduced-motion:reduce){.case-card.has-unread-reply,.brand-switch button.has-brand-reply{animation:none}.case-card.has-unread-reply{box-shadow:inset 4px 0 var(--green)}.case-card.has-unread-reply.technician-unread{box-shadow:inset 4px 0 #c07a0a}}
.product-serial,.shopify-serial{display:grid;grid-template-columns:1fr auto;gap:6px;align-items:end;margin-top:9px}
.product-serial span,.shopify-serial span{grid-column:1/-1;color:var(--muted);font-size:10px;font-weight:650}
.product-serial input,.shopify-serial input{min-width:0;width:100%;border:1px solid var(--line);border-radius:7px;padding:7px;background:#fff}
.product-serial button{border:0;border-radius:7px;background:var(--green);color:#fff;padding:8px 9px;font-weight:700;font-size:11px}
.serial-detected{padding:8px;border-radius:7px;background:#edf5ff;color:#174b88;font-size:11px}
#account-dialog hr{border:0;border-top:1px solid var(--line);margin:22px 0}
.message.staff,.message.staff.outbound{align-self:flex-start;flex-direction:row}
.message.staff .avatar{background:#d9e9ff;color:#174b88}.message.staff .bubble{background:#eef5ff;border-color:#a9c9f2}
.message.customer{align-self:center;justify-content:center;flex-direction:row;width:min(78%,760px)}.message.customer .avatar{background:#d5f1e3;color:#17643e}.message.customer .bubble{flex:1;background:#edf9f3;border-color:#a9dbc2}
.message.technician{align-self:flex-end;flex-direction:row-reverse}.message.technician .avatar{background:#f2dfbd;color:#70420a}.message.technician .bubble{background:var(--gold-soft);border-color:#e3bd76}

/* One staff hub, with clearly separated brand workspaces. */
.brand-switch{display:grid;grid-template-columns:1fr 1fr;gap:6px;margin:0 6px 16px;padding:4px;border:1px solid var(--line);border-radius:10px;background:#f3f2ef}
.brand-switch button{display:flex;align-items:center;justify-content:center;gap:6px;border:0;border-radius:7px;padding:8px 5px;background:transparent;color:var(--muted);font-size:11px;font-weight:700;cursor:pointer}
.brand-switch button span{display:grid;place-items:center;width:20px;height:20px;border-radius:6px;background:#ddd8cf;color:#514c44;font-size:10px}
.brand-switch button.active{background:#fff;color:var(--gold-dark);box-shadow:0 1px 4px #00000014}
.brand-switch button.active span{background:var(--gold);color:#fff}
@keyframes brandCustomerAlert{0%,100%{box-shadow:0 0 0 0 rgba(24,134,75,.12)}50%{box-shadow:0 0 0 5px rgba(24,134,75,.28)}}
@keyframes brandTechnicianAlert{0%,100%{box-shadow:0 0 0 0 rgba(192,122,10,.12)}50%{box-shadow:0 0 0 5px rgba(192,122,10,.3)}}
@keyframes brandBothAlert{0%,100%{box-shadow:0 0 0 0 rgba(24,134,75,.15)}50%{box-shadow:0 0 0 5px rgba(192,122,10,.32)}}
.brand-switch button.has-brand-reply{position:relative;animation:brandCustomerAlert 1.8s ease-in-out infinite}
.brand-switch button.has-brand-reply.has-technician-reply{animation-name:brandTechnicianAlert}
.brand-switch button.has-brand-reply.has-technician-reply.has-customer-reply{animation-name:brandBothAlert}
.brand-switch button.has-brand-reply::after{content:'';position:absolute;right:5px;top:5px;width:7px;height:7px;border-radius:50%;background:#18864b}
.brand-switch button.has-brand-reply.has-technician-reply::after{background:#c07a0a}
.brand-switch button.has-brand-reply.has-technician-reply.has-customer-reply::after{background:linear-gradient(90deg,#18864b 0 50%,#c07a0a 50%)}
.brand-connection{margin:-8px 8px 14px;padding:7px 8px;border-radius:7px;background:var(--gold-soft);color:var(--gold-dark);font-size:10px;font-weight:700;text-align:center}
body[data-brand="kove"]{--gold:#176b70;--gold-dark:#103f43;--gold-soft:#e6f5f4;--green:#176b70;--bg:#f3f7f6}
body[data-brand="kove"] .nav{background:#f6faf9}
body[data-brand="kove"] .brand-mark,body[data-brand="kove"] .nav header>b{border-radius:50%}
body[data-brand="kove"] .view:hover,body[data-brand="kove"] .view.active{background:#dcefed;color:#103f43}
body[data-brand="kove"] .tabs button.active{color:#176b70;border-bottom-color:#176b70}
.details{display:flex;flex-direction:column}.case-danger-zone{margin-top:auto;padding:22px 0 4px;border-top:1px solid var(--line);display:grid;gap:9px}.details button.close-case{width:100%;border:1px solid #c8b28d;border-radius:7px;background:#f8efe0;color:#5b3505;padding:9px;font-weight:700}.details button.close-case:hover{background:#f3e3c8}.details button.danger{width:100%;border:1px solid #d9aaa3;border-radius:7px;background:#fff;color:#9b3025;padding:9px}.details button.danger:hover{background:#fff2f0}
@media(max-width:700px){.brand-switch{position:absolute;left:8px;top:7px;width:116px;margin:0;z-index:2}.brand-switch button{padding:5px}.brand-switch button span{display:none}.brand-connection{display:none!important}}

/* Keep the shared case header readable in the four-column desktop layout. */
.case-head{display:block}
.case-head>div:first-child{min-width:0}
.case-head b,.case-head h2,.case-head small{overflow-wrap:anywhere}
.head-actions{display:grid;grid-template-columns:minmax(0,1fr) minmax(0,1.35fr) minmax(0,1fr);margin-top:12px}
.head-actions label,.head-actions select{min-width:0;width:100%;max-width:none}
.queue-empty{margin:18px 14px;padding:16px;border:1px dashed var(--line);border-radius:10px;background:#fff;line-height:1.5;text-align:center}
.login .brand-mark{width:54px;font-size:15px;letter-spacing:.5px}
@media(max-width:1050px){.head-actions{grid-template-columns:1fr}.workspace{min-width:420px}}

/* Long drafts grow with their content; very long drafts keep a bounded scrollbar. */
.composer textarea{min-height:74px;max-height:45vh;resize:vertical;overflow-y:hidden;transition:height .15s ease}
.composer textarea.draft-overflow{overflow-y:auto}

/* A technician can be assigned directly from the searchable network. */
.directory-assign{margin-top:10px;border:1px solid #dfbc7a;border-radius:7px;background:var(--gold-soft);color:var(--gold-dark);padding:7px 10px;font-weight:750;cursor:pointer}
.directory-assign:hover{background:#f4e4c6}
.directory-assign:disabled{cursor:wait;opacity:.55}
body[data-brand="kove"] .directory-assign:hover{background:#d7ecea}