:root{--bg:#0f1720;--panel:#17212b;--panel2:#1d2a35;--text:#edf4f7;--muted:#9eb0bb;--accent:#35c18f;--danger:#ff6b6b;--warn:#f7c05c;--line:#2a3945;--blue:#4aa3ff}
*{box-sizing:border-box}body{margin:0;font-family:Inter,Arial,sans-serif;background:var(--bg);color:var(--text)}a{color:inherit;text-decoration:none}.topbar{height:64px;background:#111a22;border-bottom:1px solid var(--line);display:flex;align-items:center;padding:0 24px;gap:24px;position:sticky;top:0;z-index:10}.brand{font-weight:800;font-size:20px}.nav{display:flex;gap:14px;margin-left:auto}.nav a{padding:9px 12px;border-radius:8px;color:var(--muted)}.nav a:hover{background:var(--panel);color:var(--text)}.page{padding:22px;max-width:1600px;margin:auto}.stats{display:grid;grid-template-columns:repeat(4,minmax(140px,1fr));gap:12px;margin-bottom:18px}.card{background:var(--panel);border:1px solid var(--line);border-radius:12px;padding:16px}.stat .n{font-size:28px;font-weight:800}.muted{color:var(--muted)}.filters{display:flex;gap:10px;flex-wrap:wrap;margin-bottom:14px}select,input,textarea,button{font:inherit}input,select,textarea{background:#0d151d;color:var(--text);border:1px solid var(--line);border-radius:8px;padding:10px;width:100%}textarea{min-height:88px;resize:vertical}button,.btn{border:0;border-radius:8px;padding:10px 14px;background:var(--accent);color:#082015;font-weight:800;cursor:pointer;display:inline-block}.btn.secondary,button.secondary{background:#263541;color:var(--text)}.btn.danger{background:var(--danger);color:white}.tablewrap{overflow:auto;background:var(--panel);border:1px solid var(--line);border-radius:12px}table{width:100%;border-collapse:collapse;min-width:950px}th,td{padding:12px;border-bottom:1px solid var(--line);text-align:left;vertical-align:middle}th{font-size:12px;text-transform:uppercase;color:var(--muted)}tr:hover td{background:#1a2731}.badge{display:inline-block;padding:4px 8px;border-radius:999px;background:#263541;font-size:12px}.badge.urgent{background:#5b2228;color:#ffd9dc}.badge.high{background:#5a4520;color:#ffe7a1}.badge.open{background:#143f33;color:#9cf0ce}.workspace{display:grid;grid-template-columns:minmax(460px,1.5fr) minmax(360px,1fr);gap:16px}.stack{display:flex;flex-direction:column;gap:14px}.chat{height:62vh;overflow:auto;display:flex;flex-direction:column;gap:10px;padding:8px}.bubble{max-width:78%;padding:10px 12px;border-radius:12px;background:#25343f}.bubble.outbound{align-self:flex-end;background:#164f3d}.bubble.system{align-self:center;background:#2d3540;color:var(--muted)}.bubble .meta{font-size:11px;color:var(--muted);margin-top:5px}.sendrow{display:grid;grid-template-columns:1fr auto;gap:8px}.sectiontitle{font-weight:800;margin-bottom:10px}.grid2{display:grid;grid-template-columns:1fr 1fr;gap:10px}.note{padding:10px;border-left:3px solid var(--blue);background:#121c24;border-radius:6px;margin-bottom:8px}.note.important{border-left-color:var(--warn)}.task{display:flex;justify-content:space-between;gap:10px;border-bottom:1px solid var(--line);padding:9px 0}.doc{display:flex;justify-content:space-between;gap:10px;border-bottom:1px solid var(--line);padding:9px 0}.login{min-height:100vh;display:grid;place-items:center;padding:20px}.loginbox{width:min(420px,100%)}.loginbox h1{margin-top:0}.alert{background:#5b2228;padding:10px;border-radius:8px;margin-bottom:10px}.extgrid{display:grid;grid-template-columns:repeat(auto-fit,minmax(320px,1fr));gap:12px}.extcard .ext{font-size:26px;font-weight:900;color:var(--accent)}.small{font-size:12px}.hr{height:1px;background:var(--line);margin:12px 0}.priority-dot{width:10px;height:10px;border-radius:50%;display:inline-block;margin-right:7px;background:#7d8a92}.priority-dot.urgent{background:#ff6b6b}.priority-dot.high{background:#f7c05c}.priority-dot.normal{background:#35c18f}@media(max-width:950px){.workspace{grid-template-columns:1fr}.stats{grid-template-columns:1fr 1fr}.chat{height:48vh}.nav{gap:4px}.topbar{padding:0 12px}.page{padding:12px}}

/* Response-time / no-message-left-behind monitoring */
.stats6{grid-template-columns:repeat(6,minmax(130px,1fr))}.stats5{grid-template-columns:repeat(5,minmax(150px,1fr))}.stat .n.smaller{font-size:22px}.response-stat{border-color:#2d8b70}.overdue-stat{border-color:#a36a2d}.sla-legend{margin-bottom:14px;padding:11px 14px}.sla-legend a{color:var(--accent);margin-left:8px}.waiting-row td:first-child{border-left:4px solid var(--accent)}.waiting-row.sla-warning td:first-child{border-left-color:var(--warn)}.waiting-row.sla-overdue td:first-child{border-left-color:#ff9f43}.waiting-row.sla-critical td:first-child{border-left-color:var(--danger)}.waiting-row.sla-critical{animation:rowPulse 1.4s infinite}.wait-clock{font-weight:900;font-variant-numeric:tabular-nums}.sla-label{font-size:11px;color:var(--muted);margin-top:3px}.unread-badge{display:inline-grid;place-items:center;min-width:25px;height:25px;padding:0 7px;border-radius:999px;background:var(--danger);font-weight:900;color:#fff}.global-alert{display:none;position:fixed;right:20px;bottom:20px;z-index:100;background:#234b3f;border:2px solid var(--accent);box-shadow:0 12px 35px #0008;border-radius:12px;padding:12px 16px;min-width:300px;max-width:420px}.global-alert.show{display:flex;flex-direction:column;gap:3px;animation:alertPulse 1.6s infinite}.global-alert.overdue{background:#5a3c1c;border-color:#ff9f43}.global-alert.critical{background:#5b2228;border-color:var(--danger)}.alert-enable{background:#263541;color:var(--text);padding:8px 10px;font-size:12px}.client-wait-banner{display:flex;justify-content:space-between;align-items:center;gap:18px;border-radius:12px;padding:14px 16px;background:#173c31;border:2px solid var(--accent)}.client-wait-banner.sla-warning{background:#4a3b1c;border-color:var(--warn)}.client-wait-banner.sla-overdue{background:#5a351d;border-color:#ff9f43}.client-wait-banner.sla-critical{background:#5b2228;border-color:var(--danger);animation:alertPulse 1.3s infinite}.client-wait-time{font-size:28px;font-weight:900;font-variant-numeric:tabular-nums;white-space:nowrap}.pagehead{display:flex;justify-content:space-between;align-items:start;gap:20px;margin-bottom:16px}.pagehead h1{margin:0 0 5px}.catalog-section{margin-top:16px}.tablewrap.inner{border-radius:8px}.tablewrap.inner table{min-width:780px}@keyframes alertPulse{0%,100%{box-shadow:0 0 0 0 #ff6b6b00}50%{box-shadow:0 0 0 7px #ff6b6b25}}@keyframes rowPulse{0%,100%{background:transparent}50%{background:#5b222820}}
@media(max-width:1200px){.stats6,.stats5{grid-template-columns:repeat(3,1fr)}}@media(max-width:700px){.stats6,.stats5{grid-template-columns:1fr 1fr}.client-wait-banner{align-items:flex-start;flex-direction:column}.global-alert{left:12px;right:12px;bottom:12px;min-width:0}.pagehead{flex-direction:column}}

/* Case identity / returning-client UI */
.case-id-box{background:#101a22;border:1px solid var(--line);border-radius:10px;padding:12px;margin:0 0 14px}.case-id-box strong{font-size:20px;color:var(--accent);letter-spacing:.3px}.identity-row{display:flex;justify-content:space-between;align-items:center;gap:12px;padding:9px 0;border-bottom:1px solid var(--line)}.identity-row:last-child{border-bottom:0}.badge.pending{background:#5a4520;color:#ffe7a1}

/* v1.4 client/matter/conversation separation */
.multi-warning{display:flex;flex-wrap:wrap;gap:10px;align-items:center;background:#5a3c1c;border:2px solid #ff9f43;border-radius:12px;padding:12px 16px;margin-bottom:14px}.multi-warning strong{color:#ffd7a6}.badge.multi{background:#5a3c1c;color:#ffd7a6}.presence{font-size:12px;font-weight:800}.presence.active{color:#5ee2ae}.conversation-row{display:flex;justify-content:space-between;align-items:center;gap:12px;padding:11px 0;border-bottom:1px solid var(--line)}.conversation-row:last-child{border-bottom:0}.smallbtn{padding:5px 8px;font-size:11px;margin-left:5px}.handoff-rules{background:#101a22;border:1px solid var(--line);border-radius:9px;padding:10px 12px;margin-bottom:12px;display:grid;gap:7px;font-size:12px;color:var(--muted)}

/* v1.6 omnichannel office controls */
.notice-box{background:#101a22;border:1px solid var(--line);border-radius:9px;padding:11px 12px;margin:10px 0;color:var(--muted)}
.internal-layout{display:grid;grid-template-columns:minmax(260px,340px) minmax(480px,1fr);gap:16px}.internal-sidebar{max-height:76vh;overflow:auto}.chat-link{display:block;padding:10px 11px;border-radius:8px;margin-bottom:5px;background:#101a22}.chat-link:hover,.chat-link.selected{background:#223440}.chat-link span{display:block;color:var(--muted);font-size:11px;margin-top:3px}.internal-chat-card{display:flex;flex-direction:column;min-height:70vh}.internal-messages{flex:1;min-height:48vh;max-height:65vh;overflow:auto;padding:4px 2px 12px;display:flex;flex-direction:column;gap:9px}.internal-message{max-width:78%;background:#25343f;border-radius:11px;padding:10px 12px}.internal-message.mine{align-self:flex-end;background:#164f3d}.internal-body{white-space:pre-wrap;margin:5px 0 7px}.internal-send{margin-top:12px}.conversation-actions .danger-zone{border:1px solid #65343a;border-radius:9px;padding:12px;background:#2d171a}.conversation-actions .danger-zone strong{color:#ff9aa2}.auto-refresh-note{font-size:11px;color:var(--muted)}
@media(max-width:900px){.internal-layout{grid-template-columns:1fr}.internal-sidebar{max-height:none}.internal-chat-card{min-height:55vh}.internal-messages{max-height:55vh}}
button.danger{background:var(--danger);color:white}

/* v1.7 compact internal chat + outbound extension locking */
.internal-picker-card{max-width:900px}.internal-target-select{margin-top:8px;max-width:100%}.phone-status{margin-top:7px;padding:7px 9px;border-radius:7px;background:#101a22}.phone-status.available{color:#83e8bd;border:1px solid #245e4b}.phone-status.blocked,.phone-status.bad{color:#ffd5d8;border:1px solid #743740;background:#321a1e}.phone-status a{text-decoration:underline;color:#fff}.outbound-block{border:1px solid #8c4149}.outbound-block .btn{margin-top:4px}button:disabled{opacity:.45;cursor:not-allowed}

/* v1.9 — left sidebar UI refresh */
:root{
  --sidebar:#0a121a;
  --sidebar2:#0e1821;
  --sidebar-text:#ffffff;
  --sidebar-muted:#8fa4b2;
  --surface:#111c25;
  --surface-2:#16242f;
  --shadow:0 14px 34px rgba(0,0,0,.18);
  --sidebar-width:244px;
}
body.app-shell{background:#0e171f;min-height:100vh}
.app-main{margin-left:var(--sidebar-width);min-height:100vh;width:calc(100% - var(--sidebar-width))}
.sidebar{position:fixed;inset:0 auto 0 0;width:var(--sidebar-width);background:linear-gradient(180deg,var(--sidebar) 0%,#0b151d 100%);border-right:1px solid #1d2c37;z-index:40;display:flex;flex-direction:column;padding:18px 14px 14px;box-shadow:10px 0 30px rgba(0,0,0,.10)}
.sidebar-brand{display:flex;align-items:center;gap:11px;padding:4px 7px 20px;border-bottom:1px solid #1b2a35;margin-bottom:14px}
.brand-mark{width:40px;height:40px;border-radius:11px;background:linear-gradient(135deg,#35c18f,#2a9f7b);display:grid;place-items:center;color:white;font-size:16px;font-weight:900;letter-spacing:-.5px;box-shadow:0 8px 20px rgba(53,193,143,.16)}
.brand-copy{min-width:0;display:flex;flex-direction:column;gap:2px}.brand-copy .brand{font-size:15px;font-weight:800;color:#fff;white-space:nowrap}.brand-copy span{font-size:10.5px;color:var(--sidebar-muted);letter-spacing:.25px}
.side-nav{display:flex;flex-direction:column;gap:4px;overflow-y:auto;padding-right:1px}.side-label{padding:18px 11px 5px;color:#627785;font-size:10px;font-weight:800;text-transform:uppercase;letter-spacing:1.15px}
.side-link{display:flex;align-items:center;gap:11px;min-height:42px;padding:9px 11px;border-radius:9px;color:#e9f0f4;font-size:13.5px;font-weight:600;line-height:1.2;transition:background .14s ease,color .14s ease,transform .14s ease}.side-link:hover{background:#14232e;color:#fff}.side-link.active{background:#17372f;color:#fff;box-shadow:inset 3px 0 0 var(--accent)}.nav-icon{width:18px;display:inline-grid;place-items:center;color:#91a9b7;font-size:15px}.side-link.active .nav-icon{color:#66ddb6}
.sidebar-footer{margin-top:auto;padding-top:12px;border-top:1px solid #1b2a35;display:flex;flex-direction:column;gap:8px}.sidebar-alert-button{display:flex;align-items:center;gap:9px;width:100%;background:#14232e;color:#dce7ed;border:1px solid #203541;padding:9px 11px;font-size:12.5px;font-weight:700;text-align:left}.sidebar-alert-button:hover{background:#1a2d3a}.sidebar-alert-button.enabled{border-color:#276852;background:#133229;color:#dff9ef}.status-dot{width:8px;height:8px;border-radius:50%;background:#70828d;box-shadow:0 0 0 3px rgba(112,130,141,.12)}.sidebar-alert-button.enabled .status-dot{background:#4bd2a3;box-shadow:0 0 0 3px rgba(75,210,163,.12)}
.sidebar-user{display:flex;align-items:center;gap:10px;padding:9px 9px 5px}.user-avatar{width:33px;height:33px;border-radius:50%;background:#20323f;display:grid;place-items:center;font-weight:900;color:#fff}.user-copy{display:flex;flex-direction:column;min-width:0}.user-copy strong{font-size:12px;color:#fff;white-space:nowrap;overflow:hidden;text-overflow:ellipsis}.user-copy span{font-size:10.5px;color:var(--sidebar-muted);margin-top:2px}.logout-link{min-height:38px;color:#bdcbd3}.logout-link:hover{background:#24191b;color:#ffd9dc}
.mobile-header{display:none}.sidebar-scrim{display:none}

/* fresher workspace surfaces */
.page{padding:26px 30px 34px;max-width:1720px;margin:0 auto}.pagehead{margin-bottom:20px}.pagehead h1{font-size:25px;letter-spacing:-.35px}.card{background:linear-gradient(180deg,#14212b 0%,#121f28 100%);border:1px solid #253642;border-radius:13px;padding:17px;box-shadow:var(--shadow)}.tablewrap{border-color:#253642;border-radius:13px;box-shadow:var(--shadow)}th{letter-spacing:.45px}tr:hover td{background:#182832}input,select,textarea{background:#0c161e;border-color:#2a3b47;border-radius:9px;padding:10.5px 11px}input:focus,select:focus,textarea:focus{outline:none;border-color:#4b9f86;box-shadow:0 0 0 3px rgba(53,193,143,.10)}button,.btn{border-radius:9px;padding:10px 14px}.sectiontitle{font-size:14px;letter-spacing:.1px}.stats{gap:14px}.stat .n{letter-spacing:-1px}.muted{color:#9fb2bd}
.global-alert{right:22px;bottom:22px;z-index:100}

@media(max-width:980px){
  :root{--sidebar-width:236px}
  .sidebar{transform:translateX(-102%);transition:transform .2s ease;box-shadow:20px 0 50px rgba(0,0,0,.35)}.sidebar.open{transform:translateX(0)}
  .app-main{margin-left:0;width:100%;padding-top:58px}
  .mobile-header{position:fixed;inset:0 0 auto 0;height:58px;background:#0a131b;border-bottom:1px solid #1d2c37;z-index:35;display:flex;align-items:center;gap:12px;padding:0 15px}.mobile-header div{display:flex;flex-direction:column}.mobile-header strong{font-size:14px;color:#fff}.mobile-header span{font-size:10px;color:#8fa4b2;margin-top:2px}.mobile-menu-button{width:37px;height:37px;padding:0;background:#162631;color:#fff;border:1px solid #273c49;font-size:18px}
  .sidebar-scrim{position:fixed;inset:0;background:rgba(2,7,11,.58);z-index:38}.sidebar-scrim.show{display:block}.menu-open{overflow:hidden}
  .page{padding:18px 14px 28px}
}
@media(max-width:700px){.pagehead h1{font-size:22px}.card{padding:14px}.stats{gap:9px}}