/* WorkBuddy 聚合客服台 · WeFlow 风格（浅色专业 SaaS） */
/* HTML hidden 属性必须始终有效：JS 用它切显隐，CSS 不要覆盖 */
[hidden]{display:none !important}
:root{
  --brand:#3b6ef5; --brand-d:#2b56d6; --brand-l:#e8eefc; --brand-ll:#f4f7fe;
  --green:#12c48b; --green-d:#0ca06f; --green-l:#e6f7f0; --green-ll:#f2fbf7;
  --ink:#0f172a; --ink-2:#334155; --muted:#64748b; --faint:#94a3b8;
  --bg:#f5f7fb; --card:#ffffff;
  --line:#e7ebf1; --line-2:#f0f3f7;
  --orange:#f59e0b; --orange-l:#fef3e2; --red:#ef4444; --red-l:#fdecec;
  --blue:#3b6ef5; --blue-l:#e8eefc; --purple:#8b5cf6; --purple-l:#f1ecfe;
  --shadow-sm:0 1px 3px rgba(16,24,40,.06);
  --shadow:0 8px 26px rgba(16,24,40,.08);
  --shadow-lg:0 18px 48px rgba(16,24,40,.14);
  --r:14px; --r-sm:10px;
}
*{box-sizing:border-box;margin:0;padding:0}
html,body{height:100%}
body{font-family:-apple-system,BlinkMacSystemFont,"PingFang SC","Microsoft YaHei",sans-serif;
  color:var(--ink);background:var(--bg);overflow:hidden;font-size:14px;line-height:1.5}
button{font-family:inherit;cursor:pointer;border:none;border-radius:var(--r-sm);
  background:var(--brand);color:#fff;padding:8px 16px;font-size:13px;font-weight:600;transition:all .16s ease}
button:hover{background:var(--brand-d);box-shadow:0 4px 14px rgba(59,110,245,.3)}
button:active{transform:none}
button.ghost{background:var(--card);color:var(--brand);border:1px solid var(--line);box-shadow:none}
button.ghost:hover{border-color:var(--brand);background:var(--brand-l);box-shadow:none}
button.ghost.danger{color:var(--red);border-color:#f3c6c6}
button.ghost.danger:hover{border-color:var(--red);background:var(--red-l)}

/* ===== 顶栏账号选择器（下拉式） ===== */
.acct-switch{position:relative}
.acct-trigger{display:flex;align-items:center;gap:8px;height:36px;padding:0 12px;background:var(--card);
  border:1px solid var(--line);border-radius:10px;cursor:pointer;font-size:13px;font-weight:600;color:var(--ink-2);
  transition:all .15s;box-shadow:var(--shadow-sm);white-space:nowrap}
.acct-trigger:hover{border-color:var(--brand);color:var(--brand)}
.acct-trigger.open{border-color:var(--brand);box-shadow:0 0 0 3px var(--brand-ll)}
.acct-trigger-dot{width:8px;height:8px;border-radius:50%;background:var(--green);box-shadow:0 0 0 2px #d6f3df;flex-shrink:0}
.acct-trigger-name{max-width:140px;overflow:hidden;text-overflow:ellipsis}
.acct-trigger-unread{background:var(--red);color:#fff;font-size:10px;font-weight:800;border-radius:999px;padding:1px 7px;min-width:18px;text-align:center}
.acct-trigger-caret{font-size:10px;color:var(--muted);transition:transform .2s}
.acct-trigger.open .acct-trigger-caret{transform:rotate(180deg)}
.acct-pop{position:absolute;top:42px;left:0;width:280px;background:var(--card);border:1px solid var(--line);
  border-radius:12px;box-shadow:0 12px 32px rgba(20,40,80,.12);z-index:90;overflow:hidden}
.acct-pop-hd{padding:10px 14px;font-size:11px;font-weight:800;color:var(--muted);
  text-transform:uppercase;letter-spacing:.5px;border-bottom:1px solid var(--line);background:#f8fafd}
.acct-pop-list{list-style:none;max-height:340px;overflow-y:auto;padding:4px 0}
.acct-pop-item{display:flex;align-items:center;gap:10px;padding:10px 14px;cursor:pointer;transition:background .12s;font-size:13px}
.acct-pop-item:hover{background:var(--brand-ll)}
.acct-pop-item.active{background:var(--brand-l);color:var(--brand);font-weight:700}
.acct-pop-item .dot{width:7px;height:7px;border-radius:50%;background:var(--green);flex-shrink:0}
.acct-pop-item .all-dot{background:var(--brand)}
.acct-pop-item .nm{flex:1;white-space:nowrap;overflow:hidden;text-overflow:ellipsis}
.acct-pop-item .ur{background:var(--red);color:#fff;font-size:10px;font-weight:800;border-radius:999px;padding:1px 7px;min-width:18px;text-align:center}
.acct-pop-empty{padding:30px 14px;text-align:center;color:var(--muted);font-size:12px}

/* ===== 顶栏 ===== */
.topbar{height:58px;background:var(--card);border-bottom:1px solid var(--line);
  display:flex;align-items:center;padding:0 20px;gap:18px;position:relative;z-index:30}
.brand{display:flex;align-items:center;gap:11px}
.brand .logo{width:34px;height:34px;background:linear-gradient(135deg,var(--brand),#6a5cf5);color:#fff;font-weight:900;border-radius:10px;
  display:flex;align-items:center;justify-content:center;font-size:18px;box-shadow:0 4px 12px rgba(59,110,245,.35)}
.brand-text{display:flex;flex-direction:column;line-height:1.25}
.brand-text b{font-size:15px;font-weight:800;letter-spacing:.3px}
.brand-text span{font-size:11px;color:var(--muted)}
.topbar-crumb{display:flex;align-items:center;gap:8px;font-size:13px;color:var(--muted);padding-left:16px;border-left:1px solid var(--line)}
.crumb-title{font-weight:700;color:var(--ink-2)}
.crumb-sep{color:var(--faint)}
.topbar-right{margin-left:auto;display:flex;gap:12px;align-items:center}
.live{display:flex;align-items:center;gap:6px;font-size:12px;font-weight:600;color:var(--green-d);
  background:var(--green-l);padding:6px 12px;border-radius:999px}
.live-dot{width:8px;height:8px;border-radius:50%;background:var(--green);animation:ping 1.8s infinite}
@keyframes ping{0%{box-shadow:0 0 0 0 rgba(18,196,139,.5)}70%{box-shadow:0 0 0 7px rgba(18,196,139,0)}100%{box-shadow:0 0 0 0 rgba(18,196,139,0)}}
.live-sm{display:flex;align-items:center;gap:5px;font-size:11px;color:var(--muted);font-weight:600}
.bell{position:relative;background:var(--bg);color:var(--ink-2);padding:7px 11px;font-size:15px;border-radius:10px;line-height:1}
.bell:hover{background:var(--brand-l);transform:none}
.bell-badge{position:absolute;top:-5px;right:-5px;background:var(--red);color:#fff;font-size:10px;font-weight:800;
  min-width:17px;height:17px;line-height:17px;border-radius:999px;text-align:center;padding:0 4px;box-shadow:0 2px 6px rgba(239,68,68,.4)}
.clock-wrap{text-align:right;line-height:1.2}
.clock{font-variant-numeric:tabular-nums;font-size:14px;font-weight:700;color:var(--ink-2)}
.date{font-size:10px;color:var(--faint)}
.demo-badge{background:var(--orange-l);color:var(--orange);padding:5px 11px;border-radius:999px;font-size:11px;font-weight:700}
.btn-sim{background:var(--brand);color:#fff;font-weight:700;font-size:12px;padding:8px 14px;box-shadow:0 4px 12px rgba(59,110,245,.3)}
.btn-sim:hover{background:var(--brand-d)}
.bell-pop{position:absolute;top:64px;right:18px;width:300px;background:var(--card);border-radius:var(--r);
  box-shadow:var(--shadow-lg);z-index:40;overflow:hidden;border:1px solid var(--line)}
.bell-pop-hd{display:flex;justify-content:space-between;align-items:center;padding:13px 16px;font-weight:800;
  border-bottom:1px solid var(--line);background:var(--brand-ll);color:var(--brand)}
.bell-pop-hd span{background:var(--red);color:#fff;font-size:11px;border-radius:999px;padding:1px 8px}
.bell-pop-list{list-style:none;max-height:320px;overflow-y:auto}
.bell-pop-list li{display:flex;gap:9px;padding:11px 16px;border-bottom:1px solid var(--line-2);font-size:13px;align-items:flex-start}
.bell-pop-list li .dot{width:8px;height:8px;border-radius:50%;margin-top:5px;flex-shrink:0}
.bell-pop-list .empty{color:var(--muted);text-align:center;padding:24px;font-size:12px}

/* ===== 四列布局 ===== */
.app-grid{display:grid;grid-template-columns:300px 1fr 360px;height:calc(100vh - 58px);margin-left:200px}
/* 全局固定侧栏——任何页面都在 */
.sidenav{position:fixed;top:58px;left:0;bottom:0;width:200px;z-index:40}
.panel{background:var(--card);overflow-y:auto;display:flex;flex-direction:column}
.conv-panel,.right-panel{border-left:1px solid var(--line)}
.chat-panel{background:var(--bg)}
.panel-hd{display:flex;align-items:center;gap:8px;padding:14px 16px 10px;font-size:14px;font-weight:800;border-bottom:1px solid var(--line);
  background:var(--card);position:sticky;top:0;z-index:2}
.panel-hd h3{flex:0 0 auto;color:var(--ink)}
.count{background:var(--brand-l);color:var(--brand);font-size:11px;padding:2px 9px;border-radius:999px;font-weight:800}
.count.subtle{background:#f1f4f8;color:var(--muted)}

/* ===== 全局固定左侧导航 ===== */
.sidenav{background:var(--card);border-right:1px solid var(--line);display:flex;flex-direction:column;padding:14px 10px 12px;gap:6px}
.nav-list{list-style:none;flex:1;padding:0;margin:0}
.nav-item{position:relative;display:flex;align-items:center;gap:11px;padding:10px 12px 10px 14px;border-radius:10px;
  cursor:pointer;color:var(--ink-2);font-size:13.5px;font-weight:600;transition:all .16s;margin-bottom:3px;user-select:none}
.nav-item::before{content:"";position:absolute;left:-1px;top:8px;bottom:8px;width:3px;border-radius:0 3px 3px 0;background:transparent;transition:background .16s}
.nav-item:hover{background:var(--brand-ll);color:var(--brand)}
.nav-item:hover::before{background:var(--brand-l)}
.nav-item.active{background:linear-gradient(90deg,var(--brand-l) 0%,var(--brand-ll) 60%,transparent 100%);color:var(--brand);font-weight:800;box-shadow:inset 0 0 0 1px var(--brand-l)}
.nav-item.active::before{background:var(--brand);box-shadow:0 0 8px var(--brand)}
.nav-ic{font-size:17px;width:22px;text-align:center;flex-shrink:0;line-height:1}
.nav-tx{letter-spacing:.2px}
.nav-foot{display:flex;align-items:center;gap:10px;padding:8px 10px;margin-top:8px;border-radius:10px;background:var(--bg);cursor:pointer;transition:all .16s}
.nav-foot:hover{background:var(--brand-ll)}
.nav-foot .avatar{width:32px;height:32px;border-radius:50%;background:linear-gradient(135deg,var(--brand),#6a5cf5);color:#fff;display:flex;align-items:center;justify-content:center;font-weight:800;font-size:13px;flex-shrink:0;box-shadow:var(--shadow-sm)}
.nav-foot .name{font-size:12.5px;font-weight:700;color:var(--ink-2);line-height:1.2}
.nav-foot .role{font-size:10px;color:var(--muted);margin-top:1px}

/* 快捷操作区（侧边栏底部） */
.nav-quick{border-top:1px solid var(--line-2);margin-top:10px;padding-top:10px}
.nav-quick-hd{font-size:10px;font-weight:800;color:var(--faint);text-transform:uppercase;letter-spacing:.6px;padding:4px 13px 8px}
.quick-link{display:flex;align-items:center;gap:10px;width:100%;padding:9px 13px;border-radius:10px;border:none;
  background:transparent;color:var(--muted);font-size:13px;font-weight:600;cursor:pointer;transition:all .14s;text-align:left}
.quick-link:hover{background:var(--brand-ll);color:var(--brand)}
.quick-link .ql-ic{font-size:15px;width:20px;text-align:center;flex-shrink:0}

/* ===== 第 2 列：会话面板 ===== */
.conv-head{display:flex;flex-direction:column;gap:9px;padding:12px 14px;border-bottom:1px solid var(--line);background:var(--card)}
.conv-title{display:flex;align-items:center;gap:8px;font-size:15px;font-weight:800}
.acct-tabs{display:flex;gap:6px;flex-wrap:nowrap;overflow-x:auto;padding-bottom:3px;scrollbar-width:thin}
.acct-tabs::-webkit-scrollbar{height:5px}
.acct-tabs::-webkit-scrollbar-thumb{background:#d4deea;border-radius:999px}
.acct-tabs button{background:var(--bg);color:var(--ink-2);white-space:nowrap;font-size:12px;font-weight:600;
  padding:6px 12px;border-radius:999px;display:flex;align-items:center;gap:7px;box-shadow:none}
.acct-tabs button:hover{background:var(--brand-l);color:var(--brand);box-shadow:none}
.acct-tabs button.active{background:var(--brand);color:#fff;box-shadow:var(--shadow-sm)}
.acct-tabs .tab-dot{width:6px;height:6px;border-radius:50%;background:var(--green)}
.acct-tabs .tab-unread{background:var(--red);color:#fff;font-size:10px;font-weight:800;border-radius:999px;
  min-width:16px;padding:0 4px;text-align:center;line-height:16px}
.conv-toolbar{display:flex;flex-direction:column;gap:9px}
.seg{display:flex;gap:4px;background:var(--bg);padding:3px;border-radius:11px}
.seg button{background:transparent;color:var(--muted);padding:5px 10px;font-size:12px;font-weight:600;border-radius:8px;flex:1;box-shadow:none}
.seg button:hover{background:rgba(59,110,245,.08);color:var(--brand);box-shadow:none}
.seg button.active{background:var(--card);color:var(--brand);font-weight:800;box-shadow:var(--shadow-sm)}
.search-wrap{position:relative}
.search-wrap .si{position:absolute;left:11px;top:50%;transform:translateY(-50%);font-size:12px;opacity:.55}
.search-wrap input{width:100%;border:1px solid var(--line);border-radius:10px;padding:8px 12px 8px 32px;font-size:13px;
  outline:none;background:#fafbfd;transition:all .15s}
.search-wrap input:focus{border-color:var(--brand);background:#fff;box-shadow:0 0 0 3px rgba(59,110,245,.1)}

/* ===== 会话列表 ===== */
.conv-list{list-style:none;flex:1;overflow-y:auto;padding:6px}
.conv-item{padding:11px 12px;border-radius:12px;cursor:pointer;position:relative;display:flex;gap:11px;
  transition:background .15s;margin-bottom:2px}
.conv-item:hover{background:#f6f8fc}
.conv-item.active{background:var(--brand-l)}
.conv-item .avatar-wrap{position:relative;flex-shrink:0}
.conv-item .avatar{width:42px;height:42px;border-radius:50%;display:flex;align-items:center;justify-content:center;
  color:#fff;font-weight:800;font-size:16px;box-shadow:var(--shadow-sm)}
.conv-item .status-dot{position:absolute;right:-1px;bottom:-1px;width:11px;height:11px;border-radius:50%;
  border:2px solid var(--card);background:var(--faint)}
.conv-item .status-dot.online{background:var(--green)}
.conv-item .status-dot.recent{background:var(--orange)}
.conv-item .body{flex:1;min-width:0}
.conv-item .row1{display:flex;justify-content:space-between;align-items:center;gap:6px}
.conv-item .name{font-weight:700;font-size:14px;color:var(--ink);max-width:130px;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}
.conv-item .time{color:var(--faint);font-size:11px;flex-shrink:0}
.conv-item .last{color:var(--muted);font-size:12px;margin-top:3px;overflow:hidden;text-overflow:ellipsis;white-space:nowrap;max-width:100%}
.conv-item .last .who{color:var(--ink-2);font-weight:600}
.conv-item .meta{display:flex;gap:5px;margin-top:6px;flex-wrap:wrap;align-items:center}
.badge-ai{font-size:10px;background:var(--green-l);color:var(--green-d);padding:2px 8px;border-radius:999px;font-weight:700}
.badge-human{font-size:10px;background:var(--orange-l);color:#d98c0a;padding:2px 8px;border-radius:999px;font-weight:700}
.badge-wait{font-size:10px;background:var(--red-l);color:var(--red);padding:2px 8px;border-radius:999px;font-weight:700;
  display:inline-flex;align-items:center;gap:4px}
.badge-wait::before{content:"";width:6px;height:6px;border-radius:50%;background:var(--red);animation:pulse 1.4s infinite}
@keyframes pulse{0%,100%{transform:scale(1);opacity:1}50%{transform:scale(1.4);opacity:.5}}
.unread{position:absolute;right:10px;top:12px;background:var(--red);color:#fff;font-size:10px;font-weight:800;
  min-width:18px;height:18px;line-height:18px;border-radius:999px;text-align:center;padding:0 5px;box-shadow:0 2px 6px rgba(239,68,68,.4)}
.list-footer{padding:11px 16px;text-align:center;color:var(--faint);font-size:12px;border-top:1px solid var(--line)}

/* ===== 第 3 列：聊天窗口 ===== */
.chat-hd{padding:13px 18px;background:var(--card);border-bottom:1px solid var(--line);
  display:flex;justify-content:space-between;align-items:center;gap:12px;position:sticky;top:0;z-index:3}
.chat-peer{font-weight:800;font-size:16px;display:flex;align-items:center;gap:11px;color:var(--ink)}
.chat-peer .empty{color:var(--muted);font-weight:500;font-size:14px}
.chat-peer .ava{width:38px;height:38px;border-radius:50%;display:flex;align-items:center;justify-content:center;color:#fff;font-weight:800}
.chat-peer .sub{font-size:11px;color:var(--muted);font-weight:500;margin-top:1px}
.chat-actions{display:flex;gap:8px}
.chat-meta-bar{padding:9px 18px;background:var(--card);color:var(--ink-2);font-size:12px;
  display:flex;gap:14px;border-bottom:1px solid var(--line);flex-wrap:wrap;align-items:center}
.chip-status{font-weight:700;padding:2px 9px;border-radius:999px;font-size:11px}
.chat-body{flex:1;overflow-y:auto;padding:18px 22px;display:flex;flex-direction:column;gap:4px;background:var(--bg)}
.chat-body .empty{color:var(--muted);text-align:center;margin:auto;font-size:14px;line-height:2.2}
.day-sep{align-self:center;background:#eceff5;color:var(--muted);font-size:11px;
  padding:4px 13px;border-radius:999px;margin:12px 0 8px;font-weight:600}
.msg-row{display:flex;gap:10px;align-items:flex-end;margin-top:10px;animation:fadeIn .28s ease}
.msg-row.me{align-self:flex-end;flex-direction:row-reverse}
.msg-ava{width:30px;height:30px;border-radius:50%;flex-shrink:0;display:flex;align-items:center;justify-content:center;
  color:#fff;font-weight:800;font-size:12px;box-shadow:var(--shadow-sm)}
.bubble-wrap{max-width:74%}
.msg{max-width:100%;padding:10px 14px;border-radius:15px;font-size:14px;line-height:1.66;white-space:pre-wrap;
  word-break:break-word;position:relative;box-shadow:var(--shadow-sm)}
.msg.customer{background:var(--card);border:1px solid var(--line);border-top-left-radius:5px}
.msg.ai{background:var(--green-l);color:var(--ink);border:1px solid #cdeede;border-top-left-radius:5px}
.msg.agent{background:var(--brand);color:#fff;border-top-right-radius:5px;box-shadow:0 6px 16px rgba(59,110,245,.28)}
.msg.system{align-self:center;background:#e9edf3;color:var(--muted);font-size:12px;padding:5px 15px;border-radius:999px;max-width:90%;text-align:center}
.msg .who{font-size:11px;opacity:.6;margin-bottom:3px;display:flex;gap:6px;align-items:center}
.msg.agent .who{color:rgba(255,255,255,.9)}
.msg .meta-line{font-size:11px;color:var(--muted);margin-top:6px;display:flex;gap:6px;flex-wrap:wrap;align-items:center}
.src-chip{font-size:10px;padding:1px 8px;border-radius:999px;font-weight:700;display:inline-flex;align-items:center;gap:3px}
.src-chip.kb{background:var(--green-l);color:var(--green-d)}
.src-chip.llm{background:#fff7e6;color:#c47b00}
.src-chip.fallback{background:var(--red-l);color:var(--red)}
.src-chip.transfer{background:var(--orange);color:#fff}
.typing{display:flex;gap:4px;padding:13px 16px}
.typing span{width:7px;height:7px;border-radius:50%;background:var(--brand);opacity:.5;animation:typing 1.2s infinite}
.typing span:nth-child(2){animation-delay:.2s}.typing span:nth-child(3){animation-delay:.4s}
@keyframes typing{0%,60%,100%{transform:translateY(0);opacity:.4}30%{transform:translateY(-5px);opacity:1}}
@keyframes fadeIn{from{opacity:0;transform:translateY(8px)}to{opacity:1;transform:none}}

/* 快捷回复 + 输入 */
.quick-replies{padding:9px 14px;background:var(--card);border-top:1px solid var(--line);display:flex;gap:6px;flex-wrap:wrap;align-items:center}
.qr-label{font-size:11px;color:var(--muted);margin-right:2px;font-weight:600}
.qr{background:var(--brand-ll);color:var(--ink-2);font-size:12px;padding:5px 11px;border-radius:999px;border:1px solid var(--line);font-weight:500;box-shadow:none}
.qr:hover{background:var(--brand-l);border-color:var(--brand);color:var(--brand);box-shadow:none}
.chat-input{display:flex;gap:9px;padding:13px;border-top:1px solid var(--line);align-items:flex-end;background:var(--card)}
.input-tools{display:flex;flex-direction:column;gap:5px}
.input-tools .tool{background:var(--bg);color:var(--ink-2);width:34px;height:30px;padding:0;font-size:15px;border-radius:9px;box-shadow:none}
.input-tools .tool:hover{background:var(--brand-l);box-shadow:none}
.chat-input textarea{flex:1;resize:none;border:1px solid var(--line);border-radius:12px;padding:11px 14px;font-size:14px;
  font-family:inherit;outline:none;background:#fafbfd;transition:border .15s;max-height:120px}
.chat-input textarea:focus{border-color:var(--brand);background:#fff;box-shadow:0 0 0 3px rgba(59,110,245,.1)}
.chat-input button#btnSend{padding:11px 22px;font-weight:800;align-self:stretch}

/* ===== 第 4 列：客户画像 ===== */
.customer-card{padding:0}
.customer-card .empty{color:var(--muted);font-size:13px;padding:26px 0;text-align:center}
/* 未选客户时的全量概览卡 */
.cust-overview{padding:16px 16px 14px}
.cust-overview .ovr-title{display:flex;align-items:center;gap:8px;font-size:13px;font-weight:800;color:var(--ink-2);margin:0 0 12px}
.cust-overview .ovr-title .pulse{width:8px;height:8px;border-radius:50%;background:var(--green);box-shadow:0 0 0 3px var(--green-l);animation:ovrPulse 1.6s infinite}
@keyframes ovrPulse{0%,100%{opacity:1;transform:scale(1)}50%{opacity:.5;transform:scale(.85)}}
.cust-overview .ovr-loading{color:var(--muted);font-size:12px;padding:18px 0;text-align:center}
.cust-overview .ovr-hint{margin-top:12px;font-size:11.5px;color:var(--muted);text-align:center;line-height:1.7;padding:8px 10px;background:var(--brand-ll);border-radius:8px;border:1px dashed var(--brand-l)}
/* 选中客户时，头像区不再顶满，加一些呼吸感 */
.cust-head{margin:14px 14px 0}
.cust-head{position:relative;display:flex;gap:13px;align-items:center;padding:16px;border-radius:var(--r);
  background:linear-gradient(135deg,var(--brand),#6a5cf5);color:#fff;box-shadow:var(--shadow-sm);overflow:hidden}
.cust-head::after{content:"";position:absolute;right:-30px;top:-30px;width:110px;height:110px;border-radius:50%;background:rgba(255,255,255,.12)}
.cust-avatar{width:52px;height:52px;border-radius:50%;display:flex;align-items:center;justify-content:center;color:#fff;
  font-weight:800;font-size:20px;flex-shrink:0;background:rgba(255,255,255,.25);border:2px solid rgba(255,255,255,.4);z-index:1}
.cust-head .info{flex:1;min-width:0;z-index:1}
.cust-head .name{font-weight:800;font-size:16px}
.cust-head .id{font-size:11px;opacity:.85;font-family:monospace;margin-top:2px}
.senti{display:inline-flex;align-items:center;gap:4px;font-size:11px;font-weight:700;padding:2px 9px;border-radius:999px;margin-top:6px}
.senti.warm{background:rgba(255,255,255,.22);color:#fff}
.senti.cool{background:var(--orange-l);color:#d98c0a}
.senti.care{background:var(--red-l);color:var(--red)}
.score-row{display:grid;grid-template-columns:84px 1fr;gap:12px;align-items:center;margin-top:14px}
.score-ring{width:84px;height:84px;position:relative}
.score-ring svg{transform:rotate(-90deg)}
.score-ring .val{position:absolute;inset:0;display:flex;flex-direction:column;align-items:center;justify-content:center}
.score-ring .val b{font-size:20px;color:var(--brand);font-weight:800;line-height:1}
.score-ring .val s{font-size:9px;color:var(--muted);text-decoration:none;font-weight:600}
.score-meta .lbl{font-size:11px;color:var(--muted);font-weight:700;text-transform:uppercase;letter-spacing:.5px}
.score-meta .line{display:flex;justify-content:space-between;font-size:12px;padding:4px 0;border-bottom:1px dashed var(--line-2)}
.score-meta .line b{color:var(--ink)}
.attr-grid{display:grid;grid-template-columns:1fr 1fr;gap:8px;margin-top:12px}
.attr-cell{background:var(--bg);padding:10px 12px;border-radius:10px;transition:all .18s}
.attr-cell:hover{background:var(--brand-ll)}
.attr-cell .n{font-size:16px;font-weight:800;color:var(--brand);line-height:1.2;font-variant-numeric:tabular-nums}
.attr-cell .k{font-size:10px;color:var(--muted);margin-top:2px}
.tag-cloud{display:flex;gap:6px;flex-wrap:wrap;margin-top:12px}
.tag-pill{font-size:11px;padding:3px 10px;border-radius:999px;background:var(--brand-l);color:var(--brand);font-weight:600}
.tag-pill.orange{background:var(--orange-l);color:#d98c0a}
.tag-pill.red{background:var(--red-l);color:var(--red)}
.tag-pill.blue{background:var(--blue-l);color:var(--blue)}
.tag-pill.purple{background:var(--purple-l);color:var(--purple)}
.tag-pill.gray{background:#eef1f5;color:var(--muted)}

/* ===== 跟进时间线（卡片化） ===== */
.fu-list{list-style:none;padding:10px 12px 14px;display:flex;flex-direction:column;gap:8px}
.fu-item{padding:11px 12px 11px 14px;border:1px solid var(--line-2);border-radius:12px;background:#fff;
  box-shadow:var(--shadow-sm);font-size:13px;display:flex;justify-content:space-between;gap:10px;align-items:center;
  transition:all .18s;position:relative;overflow:hidden}
.fu-item:hover{box-shadow:0 4px 12px rgba(16,24,40,.08);border-color:var(--brand-l);transform:translateY(-1px)}
.fu-item::before{content:"";position:absolute;left:0;top:0;bottom:0;width:3px;background:var(--orange)}
.fu-item.no_reply::before{background:var(--blue)}
.fu-item.custom::before{background:var(--purple)}
.fu-item .left{display:flex;gap:9px;align-items:flex-start;flex:1;min-width:0}
.fu-item .dot{width:8px;height:8px;border-radius:50%;margin-top:6px;flex-shrink:0}
.fu-item .kind{font-size:10px;font-weight:800;text-transform:uppercase;letter-spacing:.4px;padding:2px 7px;border-radius:5px;display:inline-block;margin-bottom:4px}
.fu-item .note{color:var(--ink-2);line-height:1.5;font-size:12.5px;margin-top:2px;word-break:break-all}
.fu-item .small{color:var(--faint);font-size:11px;margin-top:4px;display:flex;align-items:center;gap:4px}
.fu-item button{padding:6px 13px;font-size:11px;flex-shrink:0;background:var(--brand);box-shadow:none;border-radius:8px;font-weight:700}
.fu-item button:hover{background:var(--brand-d);transform:none}

/* ===== 看板 ===== */
.stats-grid{display:grid;grid-template-columns:1fr 1fr 1fr;gap:9px;padding:10px 16px 14px}
.stat{background:var(--bg);border-radius:12px;padding:11px 12px;border:1px solid transparent;transition:all .2s}
.stat:hover{border-color:var(--brand-l);transform:translateY(-2px);box-shadow:var(--shadow-sm)}
.stat .n{font-size:21px;font-weight:800;color:var(--brand);line-height:1.15;font-variant-numeric:tabular-nums}
.stat .k{font-size:10px;color:var(--muted);margin-top:3px}
.stat.warn .n{color:var(--orange)}
.stat.danger .n{color:var(--red)}
.stat.blue .n{color:var(--blue)}
.mini-chart{padding:8px 16px 18px}
.chart-hd{font-size:11px;color:var(--muted);margin-bottom:8px;text-transform:uppercase;letter-spacing:.6px;font-weight:800}
.donut-row{display:flex;align-items:center;gap:14px}
#donut{flex-shrink:0;width:84px;height:84px}
.donut-legend{flex:1;display:flex;flex-direction:column;gap:7px;font-size:12px}
.donut-legend .lg{display:flex;align-items:center;gap:8px}
.donut-legend .sw{width:10px;height:10px;border-radius:3px}
.donut-legend .lg .v{margin-left:auto;font-weight:800;color:var(--ink-2)}
#miniChart{width:100%;height:96px;background:var(--bg);border-radius:12px;padding:8px;margin-top:4px}
#miniChart .bar{transition:all .3s;cursor:pointer}
#miniChart .bar:hover{opacity:.8}
#miniChart text{font-size:9px;fill:var(--muted)}

/* ===== Toast ===== */
.toast-wrap{position:fixed;right:20px;bottom:20px;display:flex;flex-direction:column;gap:10px;z-index:99}
.toast{display:flex;align-items:center;gap:10px;background:var(--ink);color:#fff;padding:12px 16px;border-radius:12px;
  box-shadow:var(--shadow-lg);font-size:13px;font-weight:600;animation:toastIn .3s ease;min-width:220px}
.toast .ic{width:22px;height:22px;border-radius:50%;display:flex;align-items:center;justify-content:center;font-size:13px;flex-shrink:0}
.toast.ok .ic{background:var(--green)}.toast.info .ic{background:var(--blue)}.toast.warn .ic{background:var(--orange)}
@keyframes toastIn{from{opacity:0;transform:translateX(30px)}to{opacity:1;transform:none}}

/* 滚动条 */
::-webkit-scrollbar{width:7px;height:7px}
::-webkit-scrollbar-track{background:transparent}
::-webkit-scrollbar-thumb{background:#d5dce6;border-radius:6px}
::-webkit-scrollbar-thumb:hover{background:#b6c0cf}

/* 空状态大卡片 */
.empty-big{margin:auto;text-align:center;color:var(--muted);padding:40px}
.empty-big .em{font-size:46px;margin-bottom:12px;opacity:.7}
.empty-big .t{font-weight:700;color:var(--ink-2);font-size:15px;margin-bottom:6px}
.empty-big .s{font-size:12px;line-height:1.8}

/* ====== 全屏二级页面（替换 #app-grid） ====== */
.pages{position:relative;height:calc(100vh - 58px);overflow-y:auto;background:var(--bg);margin-left:200px}
.page{padding:22px 28px 60px;max-width:1280px;margin:0 auto}
.page-hd{display:flex;align-items:center;justify-content:space-between;gap:14px;margin-bottom:20px}
.page-hd h2{font-size:20px;font-weight:800;color:var(--ink)}
.page-hd-l{display:flex;align-items:center;gap:14px;flex:1;min-width:0}
.back-btn{display:inline-flex;align-items:center;gap:6px;background:#fff;border:1px solid var(--line);color:var(--ink-2);
  padding:7px 14px;border-radius:9px;font-size:13px;font-weight:600;cursor:pointer;transition:all .15s;box-shadow:var(--shadow-sm);flex-shrink:0}
.back-btn:hover{background:var(--brand-ll);color:var(--brand);border-color:var(--brand-l);transform:translateX(-2px)}
.back-btn:active{transform:translateX(0)}
.back-btn::before{content:"←";font-size:15px;font-weight:800;line-height:1}
.page-tools{display:flex;gap:10px;align-items:center;flex-shrink:0}
.page-tools .search-wrap{width:280px}

/* ===== 工作台概览仪表盘 ===== */
.wb-date{font-size:13px;color:var(--muted);font-weight:600}
.wb-kpis{display:grid;grid-template-columns:repeat(4,1fr);gap:14px;margin-bottom:20px}
.wb-kpi{background:var(--card);border:1px solid var(--line);border-radius:var(--r);box-shadow:var(--shadow-sm);
  padding:18px 20px;display:flex;flex-direction:column;gap:2px;position:relative;overflow:hidden}
.wb-kpi::after{content:"";position:absolute;right:-18px;top:-18px;width:74px;height:74px;border-radius:50%;
  background:var(--brand-ll);opacity:.5}
.wb-kpi.green::after{background:#d8f4e6}
.wb-kpi.orange::after{background:#fdeedd}
.wb-kpi.red::after{background:#fde3e0}
.wb-kpi-ic{font-size:20px;margin-bottom:8px}
.wb-kpi-num{font-size:30px;font-weight:900;line-height:1;color:var(--ink);letter-spacing:-.5px}
.wb-kpi.red .wb-kpi-num{color:var(--red)}
.wb-kpi.orange .wb-kpi-num{color:var(--orange)}
.wb-kpi.green .wb-kpi-num{color:var(--green-d)}
.wb-kpi-key{font-size:13px;font-weight:700;color:var(--ink-2);margin-top:6px}
.wb-kpi-sub{font-size:11px;color:var(--muted)}
.wb-grid{display:grid;grid-template-columns:1.6fr 1fr;gap:16px;align-items:start}
.wb-card{background:var(--card);border:1px solid var(--line);border-radius:var(--r);box-shadow:var(--shadow-sm);overflow:hidden}
.wb-card-hd{padding:14px 18px;font-weight:800;font-size:14px;border-bottom:1px solid var(--line);
  background:#f8fafd;display:flex;align-items:center;gap:8px}
.wb-card-hd .count{background:var(--brand);color:#fff;font-size:11px;font-weight:800;border-radius:999px;padding:1px 8px}
.wb-todo{list-style:none}
.wb-todo-item{display:flex;align-items:center;gap:10px;padding:12px 18px;border-bottom:1px solid var(--line-2);font-size:13px}
.wb-todo-item:hover{background:#f8fafd}
.wb-todo-kind{font-size:10px;font-weight:800;padding:2px 8px;border-radius:999px;background:color-mix(in srgb, var(--kc) 14%, #fff);color:var(--kc);flex-shrink:0}
.wb-todo-tx{flex:1;color:var(--ink-2);white-space:nowrap;overflow:hidden;text-overflow:ellipsis}
.wb-todo-who{color:var(--muted);font-size:12px;flex-shrink:0}
.wb-todo-go{border:1px solid var(--line);background:#fff;color:var(--brand);font-size:12px;font-weight:700;
  padding:5px 10px;border-radius:8px;cursor:pointer;flex-shrink:0;transition:all .12s}
.wb-todo-go:hover{background:var(--brand);color:#fff;border-color:var(--brand)}
.wb-todo-empty{text-align:center;color:var(--muted);font-size:13px;padding:36px 14px}
.wb-accts{list-style:none}
.wb-acct-item{display:flex;align-items:center;gap:10px;padding:13px 18px;border-bottom:1px solid var(--line-2);cursor:pointer;font-size:13px;transition:all .13s}
.wb-acct-item:hover{background:var(--brand-ll)}
.wb-acct-item:hover .wb-acct-name{color:var(--brand)}
.wb-acct-dot{width:8px;height:8px;border-radius:50%;background:var(--green);box-shadow:0 0 0 3px #d6f3df;flex-shrink:0}
.wb-acct-name{font-weight:700;color:var(--ink-2);flex-shrink:0;transition:color .13s}
.wb-acct-meta{flex:1;color:var(--muted);font-size:12px;white-space:nowrap;overflow:hidden;text-overflow:ellipsis}
.wb-acct-ur{background:var(--red);color:#fff;font-size:10px;font-weight:800;border-radius:999px;padding:2px 8px;flex-shrink:0}
.wb-acct-go{flex-shrink:0;font-size:12px;font-weight:700;color:var(--brand);border:1px solid var(--brand-l);
  background:#fff;padding:5px 11px;border-radius:8px;opacity:0;transform:translateX(4px);transition:all .15s;white-space:nowrap}
.wb-acct-item:hover .wb-acct-go{opacity:1;transform:translateX(0)}
.wb-acct-go:hover{background:var(--brand);color:#fff}
/* 客户表 */
.cust-table-wrap{background:var(--card);border-radius:var(--r);box-shadow:var(--shadow-sm);
  overflow:hidden;border:1px solid var(--line)}
.cust-table{width:100%;border-collapse:collapse;font-size:13px}
.cust-table th{background:#f8fafd;color:var(--muted);font-weight:700;text-align:left;padding:13px 16px;
  border-bottom:1px solid var(--line);font-size:12px;text-transform:uppercase;letter-spacing:.5px}
.cust-table td{padding:14px 16px;border-bottom:1px solid var(--line-2);color:var(--ink-2)}
.cust-table tr:last-child td{border-bottom:none}
.cust-table tr:hover td{background:#fafbfd}
.cust-table .tag-pill{margin-right:4px}
.cust-table .nick{font-weight:700;color:var(--ink)}

/* 统计 - 大卡片 */
.stats-big-grid{display:grid;grid-template-columns:repeat(6,1fr);gap:14px;margin-bottom:22px}
.stats-big-grid .stat{background:var(--card);border-radius:var(--r);padding:18px 16px;box-shadow:var(--shadow-sm);
  border:1px solid transparent;transition:all .2s}
.stats-big-grid .stat:hover{border-color:var(--brand-l);transform:translateY(-2px)}
.stats-big-grid .stat .n{font-size:28px;font-weight:800;color:var(--brand);line-height:1;letter-spacing:-1px}
.stats-big-grid .stat .k{font-size:11px;color:var(--muted);margin-top:6px;font-weight:600;text-transform:uppercase;letter-spacing:.5px}
.stats-big-grid .stat.warn .n{color:var(--orange)}
.stats-big-grid .stat.danger .n{color:var(--red)}
.stats-big-grid .stat.blue .n{color:var(--blue)}
.stats-row{display:grid;grid-template-columns:1fr 2fr;gap:14px}
.stats-card{background:var(--card);border-radius:var(--r);box-shadow:var(--shadow-sm);padding:18px 20px;border:1px solid var(--line)}
.stats-card .card-hd{font-size:11px;text-transform:uppercase;letter-spacing:.6px;font-weight:800;color:var(--muted);margin-bottom:14px}
.stats-card .card-body{display:flex;align-items:center;gap:18px}
#bigDonut{width:140px;height:140px}
.donut-body .donut-legend{flex:1}
#bigChart{width:100%;height:200px;background:#fafbfd;border-radius:12px;padding:10px}
#bigChart text{font-size:11px;fill:var(--muted)}
#bigChart .bar{transition:all .3s;cursor:pointer}
#bigChart .bar:hover{opacity:.85}

/* 知识库 */
.kb-layout{display:grid;grid-template-columns:380px 1fr;gap:16px;align-items:start}
.kb-form{background:var(--card);border-radius:var(--r);padding:18px 20px;box-shadow:var(--shadow-sm);
  border:1px solid var(--line);display:flex;flex-direction:column;gap:10px}
.kb-form h3{font-size:15px;font-weight:800;margin-bottom:6px}
.kb-form label{font-size:11px;color:var(--muted);font-weight:700;text-transform:uppercase;letter-spacing:.5px;margin-top:8px}
.kb-form input,.kb-form textarea{width:100%;border:1px solid var(--line);border-radius:10px;padding:9px 12px;
  font-size:13px;font-family:inherit;outline:none;background:#fafbfd;transition:all .15s;resize:vertical}
.kb-form input:focus,.kb-form textarea:focus{border-color:var(--brand);background:#fff;box-shadow:0 0 0 3px rgba(59,110,245,.1)}
.kb-stats{font-size:12px;color:var(--muted);background:var(--brand-ll);padding:10px 12px;border-radius:10px;margin-top:6px;font-weight:600}
.kb-form .btn-sim{margin-top:8px;width:100%}

.kb-list-wrap{background:var(--card);border-radius:var(--r);box-shadow:var(--shadow-sm);border:1px solid var(--line);
  overflow:hidden;display:flex;flex-direction:column;max-height:calc(100vh - 220px)}
.kb-list-hd{padding:12px 14px;font-weight:800;border-bottom:1px solid var(--line);background:#f8fafd;position:sticky;top:0;z-index:1;display:flex;align-items:center;justify-content:space-between;gap:10px}
.kb-list-hd-l{display:flex;align-items:center;gap:8px;color:var(--ink)}
.btn-add-faq{display:inline-flex;align-items:center;gap:5px;padding:6px 13px;border-radius:9px;background:var(--brand);color:#fff;font-weight:700;font-size:12px;border:none;cursor:pointer;box-shadow:0 2px 6px rgba(59,110,245,.28);transition:all .15s}
.btn-add-faq:hover{background:var(--brand-d);transform:translateY(-1px);box-shadow:0 4px 10px rgba(59,110,245,.38)}
.btn-add-faq:active{transform:translateY(0);box-shadow:0 1px 4px rgba(59,110,245,.3)}
.btn-add-faq .ic{font-size:15px;line-height:1;font-weight:800}
.btn-add-faq .tx{letter-spacing:.3px}
.btn-add-faq.flash{animation:flashAttention 1.2s ease}
@keyframes flashAttention{
  0%{box-shadow:0 0 0 0 rgba(59,110,245,.5)}
  60%{box-shadow:0 0 0 10px rgba(59,110,245,0)}
  100%{box-shadow:0 2px 6px rgba(59,110,245,.28)}
}
.kb-form.flash{animation:cardFlash 1.2s ease}
@keyframes cardFlash{
  0%,100%{box-shadow:var(--shadow-sm)}
  40%{box-shadow:0 0 0 4px rgba(59,110,245,.35),var(--shadow-sm)}
}
.kb-list{list-style:none;overflow-y:auto;flex:1}
.kb-item{padding:14px 18px;border-bottom:1px solid var(--line-2)}
.kb-item .q{font-weight:700;color:var(--ink);font-size:14px;margin-bottom:5px}
.kb-item .a{color:var(--ink-2);font-size:13px;line-height:1.65}
.kb-item .k{font-size:10px;color:var(--faint);margin-top:6px}

/* 设置 */
.settings-grid{display:grid;grid-template-columns:repeat(auto-fit,minmax(320px,1fr));gap:14px}
.set-card{background:var(--card);border-radius:var(--r);padding:18px 20px;box-shadow:var(--shadow-sm);border:1px solid var(--line)}
.set-card .card-hd{display:flex;align-items:center;gap:8px;margin-bottom:12px;font-size:13px;font-weight:800;color:var(--ink)}
.set-card .card-hd .ic{width:30px;height:30px;border-radius:9px;background:var(--brand-l);color:var(--brand);
  display:flex;align-items:center;justify-content:center;font-size:14px}
.set-row{display:flex;justify-content:space-between;align-items:center;padding:9px 0;border-bottom:1px dashed var(--line-2);font-size:13px}
.set-row:last-child{border-bottom:none}
.set-row .k{color:var(--muted);font-weight:600}
.set-row .v{font-family:monospace;color:var(--ink);font-weight:600;font-size:12px;max-width:60%;text-align:right;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}
.set-status{display:inline-flex;align-items:center;gap:5px;padding:2px 10px;border-radius:999px;font-size:11px;font-weight:700}
.set-status.ok{background:var(--green-l);color:var(--green-d)}
.set-status.off{background:var(--red-l);color:var(--red)}
.set-status.warn{background:var(--orange-l);color:#d97a26}
.set-hint{margin-top:10px;font-size:11px;color:var(--muted);line-height:1.6;background:#fafbfd;padding:9px 12px;border-radius:9px;border-left:3px solid var(--brand)}

@media (max-width:980px){
  .stats-big-grid{grid-template-columns:repeat(3,1fr)}
  .stats-row{grid-template-columns:1fr}
  .kb-layout{grid-template-columns:1fr}
}