/* ==========================================================================
   Flux Support Workspace & Ticket Desk - 4 Full-Page Dedicated Screens
   Screen 1: Main Tickets List & Overview Table
   Screen 2: Dedicated Ticket Conversation & Chat Screen
   Screen 3: Outgoing Email Queue & Outbox Manager
   Screen 4: Canned Responses & Saved Templates Manager
   ========================================================================== */

.si-admin-support {
  --si-bg: #ffffff;
  --si-border: #e2e8f0;
  --si-border-hover: #cbd5e1;
  --si-text-main: #0f172a;
  --si-text-muted: #64748b;
  --si-text-subtle: #94a3b8;
  --si-brand: #059669;
  --si-brand-light: #ecfdf5;
  --si-brand-border: #a7f3d0;
  --si-primary: #ff7a42;
  --si-primary-hover: #f9682c;
  --si-accent-blue: #2563eb;
  --si-accent-amber: #d97706;
  --si-accent-red: #dc2626;
  --si-shadow-sm: 0 1px 2px 0 rgba(0, 0, 0, 0.05);
  --si-shadow-md: 0 4px 6px -1px rgba(0, 0, 0, 0.07), 0 2px 4px -2px rgba(0, 0, 0, 0.05);
  --si-shadow-lg: 0 10px 15px -3px rgba(0, 0, 0, 0.08), 0 4px 6px -4px rgba(0, 0, 0, 0.04);
  font-family: Inter, system-ui, -apple-system, sans-serif;
  color: var(--si-text-main);
  line-height: 1.5;
  margin-bottom: 40px;
}

.si-admin-support * {
  box-sizing: border-box;
}

/* ALERTS */
.si-alert {
  display: flex;
  align-items: center;
  justify-content: space-between;
  gap: 12px;
  background: #ecfdf5;
  border: 1px solid #a7f3d0;
  border-radius: 12px;
  padding: 12px 18px;
  margin-bottom: 20px;
  color: #065f46;
  font-size: 13px;
  font-weight: 500;
  box-shadow: var(--si-shadow-sm);
}
.si-alert.is-error {
  background: #fef2f2;
  border-color: #fecaca;
  color: #991b1b;
}
.si-alert-body {
  display: flex;
  align-items: center;
  gap: 10px;
}
.si-alert-body svg {
  width: 18px;
  height: 18px;
  flex-shrink: 0;
}
.si-alert-close {
  background: none;
  border: none;
  color: currentColor;
  opacity: 0.6;
  font-size: 20px;
  cursor: pointer;
  line-height: 1;
}
.si-alert-close:hover { opacity: 1; }

/* TOP NAVBAR (Shared across all 4 screens) */
.si-top-navbar {
  display: flex;
  justify-content: space-between;
  align-items: center;
  flex-wrap: wrap;
  gap: 16px;
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 16px;
  padding: 14px 20px;
  margin-bottom: 22px;
  box-shadow: var(--si-shadow-sm);
}

/* Standalone Support Command Center Portal Layout */
body.si-portal-body {
  margin: 0 !important;
  padding: 0 !important;
  height: 100vh !important;
  overflow: hidden !important;
  background: #eef2f6 !important;
}
.si-portal-body .si-app.si-admin-support {
  height: 100vh !important;
  display: flex !important;
  flex-direction: column !important;
  overflow: hidden !important;
  padding: 0 !important;
}
.si-portal-body .si-top-navbar {
  border-radius: 0 !important;
  border-top: none !important;
  border-left: none !important;
  border-right: none !important;
  border-bottom: 1px solid #e2e8f0 !important;
  margin-bottom: 0 !important;
  padding: 8px 18px !important;
  box-shadow: 0 1px 3px rgba(0,0,0,0.05) !important;
  flex-shrink: 0 !important;
  z-index: 30 !important;
  background: #ffffff !important;
}
.si-portal-body .si-whatsapp-workspace {
  flex: 1 1 auto !important;
  height: calc(100vh - 58px) !important;
  max-height: calc(100vh - 58px) !important;
  grid-template-rows: minmax(0, 1fr) !important;
  overflow: hidden !important;
  border-radius: 0 !important;
  border: none !important;
}
.si-portal-body .si-wa-left-pane,
.si-portal-body .si-wa-chat-pane,
.si-portal-body .si-wa-drawer-pane {
  height: 100% !important;
  min-height: 0 !important;
}
.si-portal-body .si-wa-chat-pane {
  display: flex !important;
  flex-direction: column !important;
  justify-content: space-between !important;
  height: 100% !important;
  min-height: 0 !important;
}
.si-portal-body .si-wa-chat-pane .si-chat-stream {
  flex: 1 1 auto !important;
  min-height: 0 !important;
  max-height: none !important;
}
.si-portal-body .si-wa-chat-pane .si-chat-reply-panel {
  margin-top: auto !important;
  margin-bottom: 0 !important;
  flex-shrink: 0 !important;
}
.si-portal-body .si-tickets-list-screen,
.si-portal-body .si-mail-screen,
.si-portal-body .si-templates-screen {
  flex: 1 1 auto !important;
  overflow-y: auto !important;
  padding: 20px !important;
  height: calc(100vh - 58px) !important;
}

.si-btn-back-admin {
  display: inline-flex;
  align-items: center;
  gap: 6px;
  padding: 6px 12px;
  font-size: 12px;
  font-weight: 600;
  color: #334155;
  background: #f8fafc;
  border: 1px solid #cbd5e1;
  border-radius: 8px;
  text-decoration: none;
  transition: all 0.15s ease;
  box-shadow: 0 1px 2px rgba(0,0,0,0.03);
}
.si-btn-back-admin:hover {
  background: #f1f5f9;
  color: #0f172a;
  border-color: #94a3b8;
  transform: translateX(-1px);
}
.si-btn-back-admin svg {
  width: 14px;
  height: 14px;
  color: #64748b;
}

.si-admin-profile-pill {
  display: inline-flex;
  align-items: center;
  gap: 7px;
  padding: 3px 10px 3px 4px;
  background: #f8fafc;
  border: 1px solid #e2e8f0;
  border-radius: 20px;
  font-size: 12px;
  font-weight: 600;
  color: #334155;
}
.si-admin-profile-avatar {
  width: 24px;
  height: 24px;
  border-radius: 50%;
  background: #059669;
  color: #ffffff;
  display: flex;
  align-items: center;
  justify-content: center;
  font-size: 11px;
  font-weight: 700;
}

.si-nav-left {
  display: flex;
  align-items: center;
  flex-wrap: wrap;
  gap: 24px;
}
.si-nav-brand {
  display: flex;
  align-items: center;
  gap: 10px;
}
.si-brand-icon {
  width: 38px;
  height: 38px;
  border-radius: 10px;
  background: var(--si-brand-light);
  border: 1px solid var(--si-brand-border);
  display: flex;
  align-items: center;
  justify-content: center;
  color: var(--si-brand);
  flex-shrink: 0;
}
.si-brand-icon svg {
  width: 20px;
  height: 20px;
}
.si-brand-titles h2 {
  font-size: 16px;
  font-weight: 700;
  margin: 0;
  letter-spacing: -0.02em;
  color: var(--si-text-main);
}
.si-brand-subtitle {
  display: block;
  font-size: 11px;
  color: var(--si-text-muted);
}

.si-main-screens {
  display: flex;
  align-items: center;
  background: #f1f5f9;
  border: 1px solid var(--si-border);
  padding: 3px;
  border-radius: 12px;
  gap: 3px;
}
.si-screen-tab {
  display: inline-flex;
  align-items: center;
  gap: 7px;
  padding: 7px 14px;
  font-size: 13px;
  font-weight: 600;
  color: var(--si-text-muted);
  text-decoration: none;
  border-radius: 9px;
  transition: all 0.15s ease;
  white-space: nowrap;
}
.si-screen-tab:hover {
  color: var(--si-text-main);
}
.si-screen-tab.active {
  background: #ffffff;
  color: var(--si-text-main);
  box-shadow: var(--si-shadow-sm);
}
.si-screen-tab svg {
  width: 15px;
  height: 15px;
}
.si-badge-count {
  font-size: 10px;
  font-weight: 700;
  background: var(--si-brand);
  color: #ffffff;
  padding: 1px 6px;
  border-radius: 10px;
}
.si-badge-count.is-warn { background: var(--si-primary); }
.si-badge-count.is-neutral { background: #64748b; }

.si-nav-right {
  display: flex;
  align-items: center;
  gap: 12px;
}
.si-live-pill {
  display: inline-flex;
  align-items: center;
  gap: 6px;
  font-size: 11px;
  font-weight: 500;
  color: var(--si-text-muted);
  background: #f8fafc;
  border: 1px solid var(--si-border);
  padding: 4px 10px;
  border-radius: 20px;
}
.si-live-dot {
  width: 7px;
  height: 7px;
  border-radius: 50%;
  background: #10b981;
  box-shadow: 0 0 0 3px rgba(16, 185, 129, 0.2);
  animation: siPulse 2s infinite ease-in-out;
}
@keyframes siPulse {
  0%, 100% { transform: scale(1); opacity: 1; }
  50% { transform: scale(1.15); opacity: 0.6; }
}

.si-btn-ghost {
  display: inline-flex;
  align-items: center;
  gap: 6px;
  padding: 7px 12px;
  font-size: 12px;
  font-weight: 600;
  color: var(--si-text-main);
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 8px;
  cursor: pointer;
  text-decoration: none;
  transition: all 0.15s ease;
}
.si-btn-ghost:hover {
  background: #f8fafc;
  border-color: var(--si-border-hover);
}
.si-btn-ghost svg { width: 14px; height: 14px; }

.si-btn-compose {
  display: inline-flex;
  align-items: center;
  gap: 7px;
  padding: 8px 14px;
  font-size: 12px;
  font-weight: 600;
  color: #ffffff;
  background: var(--si-primary);
  border: 1px solid var(--si-primary);
  border-radius: 9px;
  cursor: pointer;
  box-shadow: var(--si-shadow-sm);
  transition: all 0.15s ease;
}
.si-btn-compose:hover {
  background: var(--si-primary-hover);
  border-color: var(--si-primary-hover);
}
.si-btn-compose svg { width: 15px; height: 15px; }

/* COMPOSE EMAIL POPUP */
.si-compose { position: relative; }
.si-compose summary { list-style: none; }
.si-compose summary::-webkit-details-marker { display: none; }
.si-compose-panel {
  position: absolute;
  top: calc(100% + 8px);
  right: 0;
  width: 460px;
  max-width: calc(100vw - 32px);
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 16px;
  padding: 22px;
  box-shadow: var(--si-shadow-lg), 0 20px 40px rgba(0,0,0,0.12);
  z-index: 1000;
  display: grid;
  gap: 14px;
}
.si-compose-head h3 { font-size: 16px; font-weight: 700; margin: 0; }
.si-compose-head p { font-size: 12px; color: var(--si-text-muted); margin: 3px 0 0 0; }
.si-compose-panel label { display: grid; gap: 5px; font-size: 12px; font-weight: 600; color: var(--si-text-muted); }
.si-compose-panel input, .si-compose-panel textarea {
  width: 100%;
  padding: 9px 12px;
  border: 1px solid var(--si-border);
  border-radius: 8px;
  font-size: 13px;
  font-family: inherit;
  color: var(--si-text-main);
  background: #f8fafc;
}
.si-compose-panel input:focus, .si-compose-panel textarea:focus {
  outline: none;
  border-color: var(--si-primary);
  background: #ffffff;
}
.si-compose-actions { display: flex; justify-content: flex-end; gap: 10px; margin-top: 6px; }


/* ==========================================================================
   SCREEN 1: FULL-PAGE TICKETS OVERVIEW & TABLE LIST
   ========================================================================== */
.si-tickets-list-screen {
  display: grid;
  gap: 22px;
}

/* 4 KPI METRIC CARDS ROW */
.si-kpi-metrics-row {
  display: grid;
  grid-template-columns: repeat(4, minmax(0, 1fr));
  gap: 16px;
}
.si-kpi-card {
  display: flex;
  align-items: center;
  gap: 14px;
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 14px;
  padding: 18px 20px;
  text-decoration: none;
  color: inherit;
  box-shadow: var(--si-shadow-sm);
  transition: all 0.2s cubic-bezier(0.16, 1, 0.3, 1);
  position: relative;
}
.si-kpi-card:hover {
  transform: translateY(-2px);
  border-color: var(--si-border-hover);
  box-shadow: var(--si-shadow-md);
}
.si-kpi-card.is-selected {
  border-color: var(--si-brand);
  background: #fafffd;
  box-shadow: 0 0 0 1px var(--si-brand);
}
.si-kpi-icon {
  width: 46px;
  height: 46px;
  border-radius: 12px;
  display: flex;
  align-items: center;
  justify-content: center;
  flex-shrink: 0;
}
.si-kpi-icon svg { width: 22px; height: 22px; }
.si-kpi-icon.is-open { background: #ecfdf5; color: #059669; }
.si-kpi-icon.is-unread { background: #fff7ed; color: #ea580c; }
.si-kpi-icon.is-waiting { background: #fefce8; color: #ca8a04; }
.si-kpi-icon.is-resolved { background: #eff6ff; color: #2563eb; }

.si-kpi-body { flex: 1; min-width: 0; }
.si-kpi-title { display: block; font-size: 12px; font-weight: 500; color: var(--si-text-muted); }
.si-kpi-num { display: block; font-size: 26px; font-weight: 700; color: var(--si-text-main); line-height: 1.2; margin-top: 2px; }
.si-kpi-cue {
  font-size: 11px;
  font-weight: 600;
  color: var(--si-text-subtle);
  opacity: 0;
  transform: translateX(-4px);
  transition: all 0.15s ease;
  white-space: nowrap;
}
.si-kpi-card:hover .si-kpi-cue { opacity: 1; transform: translateX(0); color: var(--si-brand); }

/* MAIN TABLE CARD CONTAINER */
.si-table-card {
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 18px;
  box-shadow: var(--si-shadow-sm);
  overflow: hidden;
}

/* SMART VIEWS SUB-TABS */
.si-view-tabs-bar {
  display: flex;
  align-items: center;
  gap: 4px;
  padding: 12px 18px;
  background: #f8fafc;
  border-bottom: 1px solid var(--si-border);
  overflow-x: auto;
}
.si-view-tab {
  display: inline-flex;
  align-items: center;
  gap: 7px;
  padding: 7px 12px;
  font-size: 12px;
  font-weight: 600;
  color: var(--si-text-muted);
  text-decoration: none;
  border-radius: 8px;
  transition: all 0.15s ease;
  white-space: nowrap;
}
.si-view-tab:hover {
  background: #f1f5f9;
  color: var(--si-text-main);
}
.si-view-tab.active {
  background: #ffffff;
  color: var(--si-text-main);
  box-shadow: var(--si-shadow-sm);
}
.si-view-tab.is-urgent { color: #dc2626; }
.si-view-tab svg { width: 14px; height: 14px; }
.si-view-badge {
  font-size: 10px;
  font-weight: 700;
  background: var(--si-primary);
  color: #ffffff;
  padding: 1px 6px;
  border-radius: 10px;
}

/* SEARCH & FILTERS TOOLBAR */
.si-table-filter-toolbar {
  display: flex;
  align-items: center;
  justify-content: space-between;
  flex-wrap: wrap;
  gap: 12px;
  padding: 14px 18px;
  border-bottom: 1px solid var(--si-border);
  background: #ffffff;
}
.si-search-input-wrap {
  position: relative;
  flex: 1;
  min-width: 280px;
  max-width: 480px;
  display: flex;
  align-items: center;
}
.si-search-icon {
  position: absolute;
  left: 12px;
  color: var(--si-text-subtle);
  pointer-events: none;
  display: flex;
}
.si-search-icon svg { width: 15px; height: 15px; }
.si-search-input-wrap input {
  width: 100%;
  padding: 9px 32px 9px 36px;
  font-size: 12px;
  border: 1px solid var(--si-border);
  border-radius: 9px;
  background: #f8fafc;
  color: var(--si-text-main);
  transition: all 0.15s ease;
}
.si-search-input-wrap input:focus {
  outline: none;
  border-color: var(--si-brand);
  background: #ffffff;
  box-shadow: 0 0 0 3px rgba(5,150,105,0.1);
}
.si-search-clear-btn {
  position: absolute;
  right: 10px;
  color: var(--si-text-subtle);
  text-decoration: none;
  font-size: 16px;
  line-height: 1;
}
.si-search-clear-btn:hover { color: var(--si-text-main); }

.si-filter-selects-group {
  display: flex;
  align-items: center;
  gap: 8px;
  flex-wrap: wrap;
}
.si-filter-dropdown {
  padding: 8px 10px;
  font-size: 12px;
  font-weight: 500;
  border: 1px solid var(--si-border);
  border-radius: 8px;
  background: #f8fafc;
  color: var(--si-text-main);
  cursor: pointer;
}
.si-filter-dropdown:focus {
  outline: none;
  border-color: var(--si-brand);
}
.si-btn-reset-filters {
  font-size: 11px;
  font-weight: 600;
  color: var(--si-primary);
  text-decoration: none;
  padding: 6px 10px;
  border-radius: 6px;
}
.si-btn-reset-filters:hover { background: #fff5ed; }

/* TABLE CAPTION STRIP */
.si-table-caption-bar {
  display: flex;
  justify-content: space-between;
  align-items: center;
  padding: 8px 18px;
  background: #f8fafc;
  border-bottom: 1px solid var(--si-border);
  font-size: 11px;
  color: var(--si-text-muted);
}
.si-caption-hint { color: var(--si-text-subtle); }

/* FULL-WIDTH TICKETS TABLE */
.si-table-responsive {
  width: 100%;
  overflow-x: auto;
}
.si-full-tickets-table {
  width: 100%;
  border-collapse: collapse;
  text-align: left;
  font-size: 13px;
}
.si-full-tickets-table th {
  padding: 11px 18px;
  font-size: 11px;
  font-weight: 700;
  text-transform: uppercase;
  letter-spacing: 0.05em;
  color: var(--si-text-subtle);
  background: #ffffff;
  border-bottom: 1px solid var(--si-border);
  white-space: nowrap;
}
.si-full-tickets-table td {
  padding: 14px 18px;
  border-bottom: 1px solid var(--si-border);
  vertical-align: middle;
}
.si-full-tickets-table tr {
  transition: background 0.15s ease;
  cursor: pointer;
}
.si-full-tickets-table tbody tr:hover {
  background: #f8fafc;
}
.si-full-tickets-table tbody tr.is-unread-row {
  background: #fffcf8;
}

/* TABLE CELLS */
.si-cell-customer {
  display: flex;
  align-items: center;
  gap: 10px;
}
.si-cell-avatar {
  position: relative;
  flex-shrink: 0;
}
.si-avatar {
  width: 38px;
  height: 38px;
  border-radius: 11px;
  display: flex;
  align-items: center;
  justify-content: center;
  font-size: 13px;
  font-weight: 700;
  color: #ffffff;
  text-transform: uppercase;
}
.si-table-unread-dot {
  position: absolute;
  top: -2px;
  right: -2px;
  width: 9px;
  height: 9px;
  border-radius: 50%;
  background: var(--si-primary);
  border: 2px solid #ffffff;
}
.si-cell-cust-info {
  display: flex;
  flex-direction: column;
  min-width: 0;
}
.si-cell-biz-name {
  font-size: 13px;
  font-weight: 600;
  color: var(--si-text-main);
  white-space: nowrap;
  overflow: hidden;
  text-overflow: ellipsis;
  max-width: 160px;
}
.si-cell-user-sub {
  font-size: 11px;
  color: var(--si-text-muted);
  white-space: nowrap;
  overflow: hidden;
  text-overflow: ellipsis;
  max-width: 160px;
}

.si-cell-ticket {
  display: flex;
  flex-direction: column;
  gap: 3px;
  max-width: 380px;
}
.si-cell-ref-row {
  display: flex;
  align-items: center;
  gap: 6px;
}
.si-ref-tag {
  font-size: 10px;
  font-weight: 600;
  font-family: monospace;
  color: var(--si-text-muted);
  background: #f1f5f9;
  padding: 1px 6px;
  border-radius: 4px;
}
.si-cell-subject-link {
  font-size: 13px;
  font-weight: 600;
  color: var(--si-text-main);
  text-decoration: none;
  line-height: 1.4;
  display: -webkit-box;
  -webkit-line-clamp: 1;
  -webkit-box-orient: vertical;
  overflow: hidden;
}
.si-cell-subject-link:hover { color: var(--si-brand); text-decoration: underline; }
.si-full-tickets-table tbody tr.is-unread-row .si-cell-subject-link {
  font-weight: 750;
  color: #0f172a;
}
.si-cell-preview-text {
  margin: 0;
  font-size: 11px;
  color: var(--si-text-muted);
  display: -webkit-box;
  -webkit-line-clamp: 1;
  -webkit-box-orient: vertical;
  overflow: hidden;
}

.si-normal-priority-tag {
  font-size: 11px;
  color: var(--si-text-subtle);
}
.si-urgent-tag {
  font-size: 10px;
  font-weight: 700;
  color: #dc2626;
  background: #fef2f2;
  padding: 2px 7px;
  border-radius: 6px;
}

.si-cell-assignee {
  display: inline-flex;
  align-items: center;
  gap: 5px;
  font-size: 12px;
  color: var(--si-text-muted);
}
.si-cell-assignee svg { width: 13px; height: 13px; }
.si-cell-assignee.is-unassigned { color: var(--si-text-subtle); font-style: italic; }

.si-cell-time {
  font-size: 11px;
  color: var(--si-text-muted);
  white-space: nowrap;
}

.si-btn-open-ticket {
  display: inline-flex;
  align-items: center;
  gap: 5px;
  padding: 6px 12px;
  font-size: 11px;
  font-weight: 600;
  color: var(--si-brand);
  background: var(--si-brand-light);
  border: 1px solid var(--si-brand-border);
  border-radius: 7px;
  text-decoration: none;
  transition: all 0.15s ease;
  white-space: nowrap;
}
.si-btn-open-ticket:hover {
  background: #d1fae5;
  transform: translateX(2px);
}

.si-empty-table-state {
  text-align: center;
  padding: 48px 20px;
}
.si-empty-icon {
  width: 56px;
  height: 56px;
  border-radius: 16px;
  background: #f1f5f9;
  display: flex;
  align-items: center;
  justify-content: center;
  margin: 0 auto 12px auto;
  color: var(--si-text-subtle);
}
.si-empty-icon svg { width: 28px; height: 28px; }
.si-empty-table-state h3 { font-size: 16px; font-weight: 700; margin: 0 0 6px 0; }
.si-empty-table-state p { font-size: 13px; color: var(--si-text-muted); margin: 0 0 16px 0; }

.si-table-pagination-wrap {
  padding: 12px 18px;
  border-top: 1px solid var(--si-border);
  background: #ffffff;
}


/* ==========================================================================
   SCREEN 2: FULL-PAGE DEDICATED TICKET CONVERSATION & CHAT SCREEN
   ========================================================================== */
.si-chat-page-view {
  display: grid;
  gap: 16px;
}

/* TOPBAR FOR TICKET CHAT */
.si-ticket-topbar {
  display: flex;
  justify-content: space-between;
  align-items: flex-start;
  flex-wrap: wrap;
  gap: 16px;
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 16px;
  padding: 18px 22px;
  box-shadow: var(--si-shadow-sm);
}
.si-back-link {
  display: inline-flex;
  align-items: center;
  gap: 6px;
  font-size: 12px;
  font-weight: 600;
  color: var(--si-brand);
  text-decoration: none;
  margin-bottom: 8px;
}
.si-back-link:hover { text-decoration: underline; }

.si-ticket-id-row {
  display: flex;
  align-items: center;
  gap: 8px;
  flex-wrap: wrap;
  margin-bottom: 6px;
}
.si-ref-chip {
  display: inline-flex;
  align-items: center;
  gap: 5px;
  background: #f8fafc;
  border: 1px solid var(--si-border);
  border-radius: 6px;
  padding: 3px 8px;
  font-size: 11px;
  font-family: monospace;
  font-weight: 600;
  color: var(--si-text-main);
  cursor: pointer;
  transition: all 0.15s ease;
}
.si-ref-chip:hover { background: #f1f5f9; border-color: var(--si-border-hover); }
.si-ref-chip svg { width: 12px; height: 12px; }
.si-copy-badge { font-size: 9px; color: var(--si-text-subtle); font-family: sans-serif; font-weight: 500; }
.si-ref-chip.is-copied .si-copy-badge { color: #10b981; font-weight: 700; }

.si-ticket-date { font-size: 11px; color: var(--si-text-subtle); }
.si-ticket-title {
  font-size: 20px;
  font-weight: 700;
  letter-spacing: -0.02em;
  color: var(--si-text-main);
  margin: 0 0 6px 0;
  line-height: 1.35;
}
.si-ticket-customer-strip {
  font-size: 12px;
  color: var(--si-text-muted);
}
.si-ticket-customer-strip strong { color: var(--si-brand); }

.si-ticket-controls-block {
  display: flex;
  flex-direction: column;
  align-items: flex-end;
  gap: 10px;
}
.si-status-banner {
  display: flex;
  align-items: center;
  gap: 8px;
}
.si-status-caption { font-size: 11px; color: var(--si-text-muted); }

.si-quick-action-btns {
  display: flex;
  align-items: center;
  gap: 6px;
}
.si-inline-form { margin: 0; display: inline; }
.si-btn-workflow {
  display: inline-flex;
  align-items: center;
  gap: 5px;
  padding: 6px 12px;
  font-size: 11px;
  font-weight: 600;
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 8px;
  color: var(--si-text-main);
  cursor: pointer;
  transition: all 0.15s ease;
}
.si-btn-workflow:hover { background: #f8fafc; border-color: var(--si-border-hover); }
.si-btn-workflow svg { width: 14px; height: 14px; }
.si-btn-workflow.is-resolve {
  background: #ecfdf5;
  border-color: #a7f3d0;
  color: #065f46;
}
.si-btn-workflow.is-resolve:hover { background: #d1fae5; }
.si-btn-workflow.is-waiting { background: #fefce8; border-color: #fde68a; color: #854d0e; }
.si-btn-workflow.is-reopen { background: #eff6ff; border-color: #bfdbfe; color: #1e40af; }
.si-btn-workflow.is-close { color: var(--si-text-muted); }

/* SUB-BAR FOR TICKET CHAT */
.si-ticket-subbar {
  display: flex;
  justify-content: space-between;
  align-items: center;
  flex-wrap: wrap;
  gap: 12px;
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 12px;
  padding: 10px 20px;
  box-shadow: var(--si-shadow-sm);
}
.si-ticket-assign-form {
  display: flex;
  align-items: center;
  gap: 12px;
  flex-wrap: wrap;
  margin: 0;
}
.si-sub-field {
  display: flex;
  align-items: center;
  gap: 6px;
  font-size: 11px;
  font-weight: 500;
  color: var(--si-text-muted);
}
.si-sub-field select {
  padding: 5px 8px;
  font-size: 11px;
  border: 1px solid var(--si-border);
  border-radius: 6px;
  background: #f8fafc;
  color: var(--si-text-main);
  cursor: pointer;
}
.si-btn-assign-me {
  display: inline-flex;
  align-items: center;
  gap: 4px;
  font-size: 11px;
  font-weight: 600;
  color: var(--si-brand);
  background: var(--si-brand-light);
  border: 1px solid var(--si-brand-border);
  border-radius: 6px;
  padding: 4px 10px;
  cursor: pointer;
}
.si-btn-assign-me:hover { background: #d1fae5; }
.si-btn-assign-me svg { width: 13px; height: 13px; }

.si-subbar-right {
  display: flex;
  align-items: center;
  gap: 8px;
}
.si-receipt-status { font-size: 11px; color: var(--si-brand); }

/* 2-COLUMN CHAT WORKSPACE */
.si-chat-workspace {
  display: grid;
  grid-template-columns: minmax(0, 7fr) minmax(300px, 3.2fr);
  gap: 16px;
  align-items: start;
}

/* LEFT COLUMN: CONVERSATION THREAD CONTAINER */
.si-chat-thread-container {
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 18px;
  box-shadow: var(--si-shadow-sm);
  display: flex;
  flex-direction: column;
  overflow: hidden;
  min-height: 560px;
}
.si-load-earlier-btn {
  display: flex;
  align-items: center;
  justify-content: center;
  gap: 6px;
  width: 100%;
  padding: 8px;
  font-size: 11px;
  font-weight: 500;
  color: var(--si-text-muted);
  background: #f8fafc;
  border: none;
  border-bottom: 1px solid var(--si-border);
  cursor: pointer;
}
.si-load-earlier-btn:hover { background: #f1f5f9; color: var(--si-text-main); }
.si-load-earlier-btn svg { width: 14px; height: 14px; }

.si-chat-stream {
  flex: 1 1 auto;
  overflow-y: auto;
  padding: 24px;
  display: flex;
  flex-direction: column;
  gap: 18px;
  background: #f8fafc;
  min-height: 0;
}
.si-message {
  max-width: 82%;
  padding: 14px 18px;
  border-radius: 16px 16px 16px 4px;
  background: #ffffff;
  border: 1px solid var(--si-border);
  box-shadow: 0 1px 3px rgba(0,0,0,0.03);
  align-self: flex-start;
}
.si-message.is-admin {
  align-self: flex-end;
  background: #f0fdf4;
  border-color: #bbf7d0;
  border-radius: 16px 16px 4px 16px;
}
.si-message.is-note {
  max-width: 100%;
  align-self: stretch;
  background: #fffbeb;
  border-color: #fde68a;
  border-radius: 12px;
}
.si-message header {
  display: flex;
  justify-content: space-between;
  align-items: center;
  gap: 12px;
  margin-bottom: 6px;
}
.si-message header strong { font-size: 12px; color: var(--si-text-main); }
.si-message.is-admin header strong { color: #047857; }
.si-message.is-note header strong { color: #b45309; }
.si-message time { font-size: 10px; color: var(--si-text-subtle); }
.si-message p { margin: 0; font-size: 13px; line-height: 1.6; white-space: pre-wrap; word-break: break-word; }

/* SUPERCHARGED REPLY PANEL */
.si-chat-reply-panel {
  border-top: 1px solid var(--si-border);
  background: #ffffff;
  padding: 16px 22px;
  display: grid;
  gap: 12px;
  transition: all 0.2s ease;
}
.si-chat-reply-panel.is-note-mode {
  background: #fffdf5;
  border-top-color: #fde68a;
}
.si-reply-mode-tabs {
  display: flex;
  justify-content: space-between;
  align-items: center;
  gap: 12px;
}
.si-mode-toggle-group {
  display: inline-flex;
  background: #f1f5f9;
  border: 1px solid var(--si-border);
  padding: 3px;
  border-radius: 10px;
  gap: 3px;
}
.si-mode-btn {
  display: inline-flex;
  align-items: center;
  gap: 6px;
  padding: 6px 14px;
  font-size: 12px;
  font-weight: 600;
  color: var(--si-text-muted);
  background: none;
  border: none;
  border-radius: 7px;
  cursor: pointer;
  transition: all 0.15s ease;
}
.si-mode-btn svg { width: 14px; height: 14px; }
.si-mode-btn.is-active {
  background: #ffffff;
  color: var(--si-text-main);
  box-shadow: var(--si-shadow-sm);
}
.si-mode-btn[data-reply-mode="note"].is-active {
  background: #fef3c7;
  color: #92400e;
}
.si-format-bar {
  display: flex;
  align-items: center;
  gap: 4px;
}
.si-fmt-btn {
  padding: 4px 8px;
  font-size: 11px;
  background: #f8fafc;
  border: 1px solid var(--si-border);
  border-radius: 6px;
  color: var(--si-text-muted);
  cursor: pointer;
}
.si-fmt-btn:hover { background: #f1f5f9; color: var(--si-text-main); }

/* ==========================================================================
   QUICK REPLIES MODAL, COMPOSER BUTTON & INLINE SLASH COMMANDS
   ========================================================================== */

.si-format-bar {
  display: flex;
  align-items: center;
  gap: 8px;
  flex-wrap: wrap;
}
.si-fmt-btns {
  display: flex;
  align-items: center;
  gap: 3px;
}
.si-fmt-divider {
  width: 1px;
  height: 18px;
  background: #cbd5e1;
  display: inline-block;
  margin: 0 4px;
}
.si-btn-quick-replies {
  display: inline-flex;
  align-items: center;
  gap: 6px;
  padding: 4px 10px;
  font-size: 11.5px;
  font-weight: 600;
  color: #047857;
  background: #ecfdf5;
  border: 1px solid #a7f3d0;
  border-radius: 6px;
  cursor: pointer;
  transition: all 0.15s ease;
  line-height: 1.2;
}
.si-btn-quick-replies:hover {
  background: #d1fae5;
  border-color: #6ee7b7;
  color: #065f46;
  box-shadow: 0 1px 3px rgba(4, 120, 87, 0.15);
  transform: translateY(-0.5px);
}
.si-btn-quick-replies svg {
  width: 13px;
  height: 13px;
  color: #059669;
}
.si-btn-qr-kbd {
  font-size: 9.5px;
  font-family: inherit;
  font-weight: 600;
  padding: 1px 4px;
  background: #ffffff;
  border: 1px solid #a7f3d0;
  border-radius: 4px;
  color: #065f46;
}

/* Inline Slash Command Autocomplete Popover */
.si-reply-textarea-wrap {
  position: relative;
}
.si-slash-menu {
  position: absolute;
  bottom: calc(100% + 6px);
  left: 0;
  right: 0;
  max-width: 460px;
  background: #ffffff;
  border: 1px solid #cbd5e1;
  border-radius: 10px;
  box-shadow: 0 10px 25px -5px rgba(15, 23, 42, 0.15), 0 8px 10px -6px rgba(15, 23, 42, 0.1);
  z-index: 60;
  overflow: hidden;
  animation: siSlashFade 0.12s cubic-bezier(0.16, 1, 0.3, 1);
}
@keyframes siSlashFade {
  from { opacity: 0; transform: translateY(4px); }
  to { opacity: 1; transform: translateY(0); }
}
.si-slash-menu-head {
  display: flex;
  justify-content: space-between;
  align-items: center;
  padding: 8px 12px;
  background: #f8fafc;
  border-bottom: 1px solid #e2e8f0;
}
.si-slash-menu-title {
  display: inline-flex;
  align-items: center;
  gap: 5px;
  font-size: 11.5px;
  font-weight: 700;
  color: #0f172a;
}
.si-slash-menu-title svg {
  width: 13px;
  height: 13px;
  color: #059669;
}
.si-slash-menu-hint {
  font-size: 10px;
  color: #64748b;
}
.si-slash-menu-list {
  max-height: 220px;
  overflow-y: auto;
  padding: 4px 0;
}
.si-slash-item {
  padding: 7px 12px;
  cursor: pointer;
  display: grid;
  gap: 3px;
  border-left: 2px solid transparent;
  transition: all 0.1s ease;
}
.si-slash-item:hover,
.si-slash-item.is-selected {
  background: #f1f5f9;
  border-left-color: #059669;
}
.si-slash-item-top {
  display: flex;
  align-items: center;
  gap: 8px;
}
.si-slash-item-badge {
  font-size: 10.5px;
  font-weight: 700;
  font-family: ui-monospace, SFMono-Regular, Menlo, Monaco, Consolas, monospace;
  padding: 1.5px 6px;
  background: #ecfdf5;
  color: #047857;
  border: 1px solid #a7f3d0;
  border-radius: 4px;
}
.si-slash-item-title {
  font-size: 12px;
  font-weight: 600;
  color: #0f172a;
}
.si-slash-item-preview {
  font-size: 11px;
  color: #64748b;
  white-space: nowrap;
  overflow: hidden;
  text-overflow: ellipsis;
}
.si-slash-menu-foot {
  padding: 6px 12px;
  background: #f8fafc;
  border-top: 1px solid #e2e8f0;
}
.si-slash-open-modal-btn {
  background: none;
  border: none;
  padding: 0;
  font-size: 11px;
  font-weight: 600;
  color: #059669;
  cursor: pointer;
  display: inline-flex;
  align-items: center;
  gap: 5px;
}
.si-slash-open-modal-btn:hover {
  text-decoration: underline;
  color: #047857;
}

/* Dedicated Canned Replies Modal */
.si-canned-modal {
  border: none;
  background: transparent;
  padding: 0;
  max-width: 800px;
  width: 92vw;
  margin: auto;
  border-radius: 18px;
}
.si-canned-modal::backdrop {
  background: rgba(15, 23, 42, 0.45);
  backdrop-filter: blur(4px);
}
.si-canned-modal-box {
  background: #ffffff;
  border: 1px solid #e2e8f0;
  border-radius: 18px;
  box-shadow: 0 25px 50px -12px rgba(15, 23, 42, 0.25);
  display: flex;
  flex-direction: column;
  max-height: 85vh;
  overflow: hidden;
}
.si-canned-modal-head {
  display: flex;
  justify-content: space-between;
  align-items: center;
  padding: 16px 20px;
  border-bottom: 1px solid #e2e8f0;
  background: #ffffff;
}
.si-canned-modal-title-wrap {
  display: flex;
  align-items: center;
  gap: 12px;
}
.si-canned-modal-icon {
  width: 36px;
  height: 36px;
  border-radius: 10px;
  background: #ecfdf5;
  border: 1px solid #a7f3d0;
  display: flex;
  align-items: center;
  justify-content: center;
  color: #059669;
  flex-shrink: 0;
}
.si-canned-modal-icon svg { width: 18px; height: 18px; }
.si-canned-modal-title-wrap h3 {
  margin: 0;
  font-size: 15px;
  font-weight: 700;
  color: #0f172a;
}
.si-canned-modal-title-wrap p {
  margin: 2px 0 0;
  font-size: 12px;
  color: #64748b;
}
.si-canned-modal-head-actions {
  display: flex;
  align-items: center;
  gap: 8px;
}
.si-btn-modal-action {
  display: inline-flex;
  align-items: center;
  gap: 5px;
  padding: 5px 12px;
  font-size: 12px;
  font-weight: 600;
  border-radius: 8px;
  cursor: pointer;
  text-decoration: none;
  transition: all 0.15s ease;
}
.si-btn-modal-action svg { width: 13px; height: 13px; }
.si-btn-new-tpl {
  background: #059669;
  color: #ffffff;
  border: 1px solid #047857;
}
.si-btn-new-tpl:hover {
  background: #047857;
}
.si-btn-page-manage {
  background: #f1f5f9;
  color: #334155;
  border: 1px solid #cbd5e1;
}
.si-btn-page-manage:hover {
  background: #e2e8f0;
  color: #0f172a;
}
.si-canned-modal-close {
  background: none;
  border: none;
  font-size: 22px;
  line-height: 1;
  color: #94a3b8;
  cursor: pointer;
  padding: 4px 6px;
  border-radius: 6px;
}
.si-canned-modal-close:hover {
  color: #0f172a;
  background: #f1f5f9;
}

/* Feedback Alert Banner */
.si-canned-alert {
  padding: 10px 16px;
  margin: 12px 20px 0;
  border-radius: 8px;
  font-size: 12px;
  font-weight: 600;
  display: flex;
  justify-content: space-between;
  align-items: center;
  border: 1px solid transparent;
}
.si-canned-alert.is-success {
  background: #ecfdf5;
  border-color: #a7f3d0;
  color: #065f46;
}
.si-canned-alert.is-error {
  background: #fef2f2;
  border-color: #fecaca;
  color: #991b1b;
}
.si-canned-alert-close {
  background: none;
  border: none;
  font-size: 16px;
  cursor: pointer;
  color: inherit;
  opacity: 0.7;
}
.si-canned-alert-close:hover { opacity: 1; }

/* Filter & Search Toolbar */
.si-canned-modal-toolbar {
  padding: 14px 20px;
  border-bottom: 1px solid #e2e8f0;
  display: flex;
  flex-direction: column;
  gap: 10px;
  background: #f8fafc;
}
.si-canned-search-wrap {
  position: relative;
  display: flex;
  align-items: center;
}
.si-canned-search-icon {
  position: absolute;
  left: 11px;
  color: #94a3b8;
  display: flex;
  pointer-events: none;
}
.si-canned-search-icon svg { width: 15px; height: 15px; }
.si-canned-search-wrap input {
  width: 100%;
  padding: 8px 32px 8px 34px;
  font-size: 12.5px;
  background: #ffffff;
  border: 1px solid #cbd5e1;
  border-radius: 8px;
  color: #0f172a;
}
.si-canned-search-wrap input:focus {
  outline: none;
  border-color: #059669;
  box-shadow: 0 0 0 3px rgba(5, 150, 105, 0.12);
}
.si-canned-search-clear {
  position: absolute;
  right: 8px;
  background: none;
  border: none;
  font-size: 16px;
  color: #94a3b8;
  cursor: pointer;
  padding: 2px 6px;
  border-radius: 4px;
}
.si-canned-filter-pills {
  display: flex;
  align-items: center;
  gap: 6px;
  overflow-x: auto;
  white-space: nowrap;
  padding-bottom: 2px;
}
.si-canned-tab {
  padding: 4px 10px;
  font-size: 11.5px;
  font-weight: 600;
  border: 1px solid #e2e8f0;
  background: #ffffff;
  color: #475569;
  border-radius: 16px;
  cursor: pointer;
  transition: all 0.12s ease;
}
.si-canned-tab:hover {
  background: #f1f5f9;
  color: #0f172a;
}
.si-canned-tab.is-active {
  background: #0f172a;
  border-color: #0f172a;
  color: #ffffff;
}

/* Scrollable Templates Grid / List */
.si-canned-modal-body {
  padding: 16px 20px;
  overflow-y: auto;
  max-height: 420px;
  display: grid;
  grid-template-columns: repeat(auto-fill, minmax(320px, 1fr));
  gap: 12px;
}
.si-canned-card {
  background: #ffffff;
  border: 1px solid #e2e8f0;
  border-radius: 12px;
  padding: 14px;
  display: flex;
  flex-direction: column;
  gap: 10px;
  cursor: pointer;
  transition: all 0.15s ease;
  position: relative;
}
.si-canned-card:hover {
  border-color: #059669;
  box-shadow: 0 4px 12px -2px rgba(5, 150, 105, 0.12);
  transform: translateY(-1px);
}
.si-canned-card-head {
  display: flex;
  justify-content: space-between;
  align-items: flex-start;
  gap: 8px;
}
.si-canned-card-meta {
  display: flex;
  align-items: center;
  gap: 6px;
  flex-wrap: wrap;
}
.si-canned-shortcut-badge {
  font-size: 10.5px;
  font-weight: 700;
  font-family: ui-monospace, SFMono-Regular, Menlo, Monaco, Consolas, monospace;
  padding: 1.5px 6px;
  background: #ecfdf5;
  color: #047857;
  border: 1px solid #a7f3d0;
  border-radius: 4px;
}
.si-canned-card-title {
  font-size: 13px;
  font-weight: 700;
  color: #0f172a;
}
.si-canned-cat-tag {
  font-size: 10.5px;
  font-weight: 600;
  padding: 2px 8px;
  border-radius: 12px;
  background: #f1f5f9;
  color: #475569;
  flex-shrink: 0;
}
.si-canned-cat-tag.cat-greetings { background: #eff6ff; color: #1d4ed8; }
.si-canned-cat-tag.cat-kyc { background: #fef3c7; color: #b45309; }
.si-canned-cat-tag.cat-technical { background: #f3e8ff; color: #6b21a8; }
.si-canned-cat-tag.cat-payouts { background: #ecfdf5; color: #047857; }
.si-canned-cat-tag.cat-resolved { background: #dcfce7; color: #15803d; }

.si-canned-card-preview {
  margin: 0;
  font-size: 12px;
  line-height: 1.45;
  color: #475569;
  display: -webkit-box;
  -webkit-line-clamp: 3;
  -webkit-box-orient: vertical;
  overflow: hidden;
}
.si-canned-card-foot {
  display: flex;
  justify-content: space-between;
  align-items: center;
  gap: 8px;
  margin-top: auto;
  padding-top: 8px;
  border-top: 1px solid #f1f5f9;
}
.si-canned-card-manage-btns {
  display: flex;
  align-items: center;
  gap: 4px;
}
.si-btn-card-edit,
.si-btn-card-delete {
  background: none;
  border: 1px solid transparent;
  padding: 3px 6px;
  font-size: 11px;
  font-weight: 600;
  border-radius: 4px;
  cursor: pointer;
  display: inline-flex;
  align-items: center;
  gap: 3px;
  color: #64748b;
  transition: all 0.1s ease;
}
.si-btn-card-edit svg,
.si-btn-card-delete svg { width: 12px; height: 12px; }
.si-btn-card-edit:hover {
  background: #f1f5f9;
  color: #0f172a;
  border-color: #cbd5e1;
}
.si-btn-card-delete:hover {
  background: #fef2f2;
  color: #ef4444;
  border-color: #fecaca;
}
.si-btn-insert-canned {
  display: inline-flex;
  align-items: center;
  gap: 4px;
  padding: 4px 10px;
  font-size: 11.5px;
  font-weight: 600;
  background: #ecfdf5;
  border: 1px solid #a7f3d0;
  color: #047857;
  border-radius: 6px;
  cursor: pointer;
  transition: all 0.12s ease;
}
.si-btn-insert-canned svg { width: 12px; height: 12px; }
.si-btn-insert-canned:hover {
  background: #059669;
  border-color: #047857;
  color: #ffffff;
}

.si-canned-empty-state,
.si-canned-no-results {
  grid-column: 1 / -1;
  text-align: center;
  padding: 36px 20px;
  color: #64748b;
}
.si-canned-empty-state svg,
.si-canned-no-results svg {
  width: 36px;
  height: 36px;
  color: #94a3b8;
  margin: 0 auto 10px;
}
.si-canned-no-results h4 {
  margin: 0 0 4px;
  font-size: 14px;
  color: #0f172a;
}
.si-canned-no-results p,
.si-canned-empty-state p {
  margin: 0;
  font-size: 12px;
}
.si-link-btn {
  background: none;
  border: none;
  color: #059669;
  font-weight: 600;
  cursor: pointer;
  padding: 0;
  text-decoration: underline;
}

/* In-Modal Template Editor */
.si-canned-view-editor {
  padding: 20px;
  display: flex;
  flex-direction: column;
  gap: 16px;
  overflow-y: auto;
}
.si-canned-editor-head {
  display: flex;
  align-items: center;
  gap: 12px;
}
.si-btn-back-to-list {
  background: none;
  border: 1px solid #cbd5e1;
  padding: 4px 8px;
  border-radius: 6px;
  font-size: 11.5px;
  font-weight: 600;
  color: #475569;
  cursor: pointer;
  display: inline-flex;
  align-items: center;
  gap: 4px;
}
.si-btn-back-to-list svg { width: 13px; height: 13px; }
.si-btn-back-to-list:hover { background: #f1f5f9; color: #0f172a; }
.si-canned-editor-head h4 {
  margin: 0;
  font-size: 15px;
  font-weight: 700;
  color: #0f172a;
}
.si-canned-editor-badge {
  font-size: 10.5px;
  font-weight: 700;
  padding: 2px 7px;
  border-radius: 10px;
  background: #f1f5f9;
  color: #475569;
}
.si-canned-form {
  display: flex;
  flex-direction: column;
  gap: 14px;
}
.si-canned-form-row {
  display: flex;
  flex-direction: column;
  gap: 6px;
}
.si-canned-form-row label {
  font-size: 12px;
  font-weight: 600;
  color: #334155;
  display: flex;
  align-items: center;
  gap: 6px;
}
.si-label-hint {
  font-size: 11px;
  font-weight: 400;
  color: #64748b;
}
.si-canned-form-row input,
.si-canned-form-row textarea {
  width: 100%;
  padding: 9px 12px;
  font-size: 13px;
  font-family: inherit;
  border: 1px solid #cbd5e1;
  border-radius: 8px;
  background: #ffffff;
  color: #0f172a;
}
.si-canned-form-row input:focus,
.si-canned-form-row textarea:focus {
  outline: none;
  border-color: #059669;
  box-shadow: 0 0 0 3px rgba(5, 150, 105, 0.12);
}
.si-canned-shortcut-hint {
  display: flex;
  align-items: center;
  gap: 6px;
  font-size: 11px;
  color: #64748b;
  margin-top: 2px;
}
.si-canned-editor-actions {
  display: flex;
  justify-content: flex-end;
  align-items: center;
  gap: 10px;
  padding-top: 8px;
}
.si-btn-canned-save {
  display: inline-flex;
  align-items: center;
  gap: 6px;
  padding: 8px 18px;
  font-size: 12.5px;
  font-weight: 600;
  color: #ffffff;
  background: #059669;
  border: 1px solid #047857;
  border-radius: 8px;
  cursor: pointer;
  transition: all 0.12s ease;
}
.si-btn-canned-save:hover { background: #047857; }
.si-btn-canned-save svg { width: 14px; height: 14px; }

/* Modal Footer */
.si-canned-modal-foot {
  display: flex;
  justify-content: space-between;
  align-items: center;
  padding: 12px 20px;
  border-top: 1px solid #e2e8f0;
  background: #f8fafc;
  font-size: 12px;
}
.si-canned-foot-hint {
  color: #64748b;
  font-size: 11.5px;
}
.si-canned-foot-hint kbd {
  background: #ffffff;
  border: 1px solid #cbd5e1;
  border-radius: 4px;
  padding: 1px 4px;
  font-size: 10px;
  font-family: inherit;
}
.si-canned-foot-btns {
  display: flex;
  align-items: center;
  gap: 12px;
}
.si-canned-capacity {
  font-size: 11px;
  color: #64748b;
}

@media (max-width: 680px) {
  .si-canned-modal-body {
    grid-template-columns: 1fr;
    padding: 12px;
    max-height: 55vh;
  }
  .si-canned-modal-head {
    padding: 12px 14px;
  }
  .si-canned-modal-toolbar {
    padding: 10px 14px;
  }
  .si-canned-modal-foot {
    flex-direction: column;
    gap: 8px;
    align-items: flex-start;
    padding: 10px 14px;
  }
  .si-canned-modal-title-wrap h3 {
    font-size: 14px;
  }
  .si-slash-menu {
    max-width: 100%;
  }
}

.si-reply-textarea-wrap textarea {
  width: 100%;
  min-height: 100px;
  max-height: 240px;
  padding: 12px 16px;
  font-size: 13px;
  font-family: inherit;
  line-height: 1.6;
  border: 1px solid var(--si-border);
  border-radius: 12px;
  background: #f8fafc;
  color: var(--si-text-main);
  resize: vertical;
  transition: all 0.15s ease;
}
.si-reply-textarea-wrap textarea:focus {
  outline: none;
  border-color: var(--si-brand);
  background: #ffffff;
  box-shadow: 0 0 0 3px rgba(5,150,105,0.1);
}
.si-chat-reply-panel.is-note-mode .si-reply-textarea-wrap textarea:focus {
  border-color: var(--si-accent-amber);
  box-shadow: 0 0 0 3px rgba(217,119,6,0.1);
}

.si-reply-bottom-bar {
  display: flex;
  justify-content: space-between;
  align-items: center;
  flex-wrap: wrap;
  gap: 12px;
}
.si-bottom-status {
  display: flex;
  align-items: center;
  gap: 12px;
}
.si-draft-indicator { font-size: 11px; color: var(--si-text-muted); }
.si-kbd-shortcut-tip { font-size: 11px; color: var(--si-text-subtle); }
.si-kbd-shortcut-tip kbd {
  background: #f1f5f9;
  border: 1px solid var(--si-border);
  border-radius: 4px;
  padding: 1px 5px;
  font-size: 10px;
}

.si-bottom-submit-group {
  display: flex;
  align-items: center;
  gap: 8px;
}
.si-customer-actions, .si-note-actions {
  display: flex;
  align-items: center;
  gap: 8px;
}
.si-btn-send {
  display: inline-flex;
  align-items: center;
  gap: 6px;
  padding: 8px 16px;
  font-size: 13px;
  font-weight: 600;
  color: #ffffff;
  background: var(--si-primary);
  border: 1px solid var(--si-primary);
  border-radius: 8px;
  cursor: pointer;
  transition: all 0.15s ease;
}
.si-btn-send:hover { background: var(--si-primary-hover); border-color: var(--si-primary-hover); }
.si-btn-send svg { width: 14px; height: 14px; }

.si-btn-send-resolve {
  display: inline-flex;
  align-items: center;
  gap: 6px;
  padding: 8px 16px;
  font-size: 13px;
  font-weight: 600;
  color: #ffffff;
  background: #10b981;
  border: 1px solid #10b981;
  border-radius: 8px;
  cursor: pointer;
  transition: all 0.15s ease;
}
.si-btn-send-resolve:hover { background: #059669; border-color: #059669; }
.si-btn-send-resolve svg { width: 14px; height: 14px; }

.si-btn-save-note {
  display: inline-flex;
  align-items: center;
  gap: 6px;
  padding: 8px 16px;
  font-size: 13px;
  font-weight: 600;
  color: #ffffff;
  background: #d97706;
  border: 1px solid #d97706;
  border-radius: 8px;
  cursor: pointer;
  transition: all 0.15s ease;
}
.si-btn-save-note:hover { background: #b45309; border-color: #b45309; }
.si-btn-save-note svg { width: 14px; height: 14px; }


/* RIGHT COLUMN: MERCHANT PROFILE & INTEL SIDEBAR */
.si-chat-sidebar {
  display: grid;
  gap: 16px;
}
.si-intel-card, .si-meta-card {
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 18px;
  padding: 20px;
  box-shadow: var(--si-shadow-sm);
  display: grid;
  gap: 14px;
}
.si-intel-card-head {
  display: flex;
  justify-content: space-between;
  align-items: center;
  padding-bottom: 12px;
  border-bottom: 1px solid var(--si-border);
}
.si-intel-head-title {
  display: flex;
  align-items: center;
  gap: 8px;
}
.si-intel-head-title svg { width: 18px; height: 18px; color: var(--si-brand); }
.si-intel-head-title h3 { font-size: 14px; font-weight: 700; margin: 0; }
.si-intel-type-badge {
  font-size: 10px;
  font-weight: 600;
  background: #e2e8f0;
  color: var(--si-text-muted);
  padding: 2px 7px;
  border-radius: 10px;
}

.si-intel-section label {
  display: block;
  font-size: 10px;
  font-weight: 700;
  text-transform: uppercase;
  letter-spacing: 0.05em;
  color: var(--si-text-subtle);
  margin-bottom: 4px;
}
.si-intel-val-large {
  font-size: 15px;
  font-weight: 700;
  color: var(--si-text-main);
}
.si-intel-val { font-size: 13px; color: var(--si-text-main); }
.si-link-external, .si-link-email {
  display: inline-flex;
  align-items: center;
  gap: 4px;
  font-size: 12px;
  color: var(--si-accent-blue);
  text-decoration: none;
  margin-top: 3px;
}
.si-link-external:hover, .si-link-email:hover { text-decoration: underline; }
.si-link-external svg, .si-link-email svg { width: 12px; height: 12px; }

.si-status-pills-row {
  display: flex;
  align-items: center;
  gap: 6px;
  flex-wrap: wrap;
}
.si-pill {
  font-size: 10px;
  font-weight: 600;
  padding: 3px 8px;
  border-radius: 6px;
}
.si-pill.is-active { background: #ecfdf5; color: #065f46; }
.si-pill.is-kyc-ok { background: #eff6ff; color: #1e40af; }
.si-pill.is-kyc-wait { background: #fefce8; color: #854d0e; }

.si-intel-metrics-grid {
  display: grid;
  grid-template-columns: 1fr 1fr;
  gap: 8px;
  margin-bottom: 8px;
}
.si-metric-tile {
  background: #f8fafc;
  border: 1px solid var(--si-border);
  border-radius: 10px;
  padding: 10px 12px;
}
.si-tile-label { display: block; font-size: 10px; color: var(--si-text-muted); }
.si-tile-val { display: block; font-size: 16px; font-weight: 700; color: var(--si-text-main); }
.si-volume-banner {
  background: #f8fafc;
  border: 1px solid var(--si-border);
  border-radius: 8px;
  padding: 8px 12px;
  font-size: 11px;
  color: var(--si-text-muted);
}
.si-volume-banner strong { color: var(--si-brand); }

.si-intel-links-section {
  display: grid;
  gap: 6px;
  padding-top: 10px;
  border-top: 1px solid var(--si-border);
}
.si-admin-deep-link {
  display: flex;
  align-items: center;
  gap: 6px;
  font-size: 12px;
  font-weight: 600;
  color: var(--si-brand);
  text-decoration: none;
  padding: 6px 10px;
  background: var(--si-brand-light);
  border: 1px solid var(--si-brand-border);
  border-radius: 8px;
  transition: all 0.15s ease;
}
.si-admin-deep-link:hover { background: #d1fae5; }
.si-admin-deep-link svg { width: 14px; height: 14px; }

.si-meta-card h4 {
  font-size: 13px;
  font-weight: 700;
  margin: 0;
  padding-bottom: 8px;
  border-bottom: 1px solid var(--si-border);
}
.si-meta-row {
  display: flex;
  justify-content: space-between;
  align-items: center;
  font-size: 12px;
}
.si-meta-row span:first-child { color: var(--si-text-muted); }
.si-meta-row span:last-child { font-weight: 600; color: var(--si-text-main); }
.si-meta-row code { font-family: monospace; font-size: 11px; background: #f1f5f9; padding: 2px 5px; border-radius: 4px; }


/* ==========================================================================
   SCREEN 3: OUTGOING EMAIL QUEUE & OUTBOX
   ========================================================================== */
.si-mail-screen { display: grid; gap: 20px; }
.si-mail-detail-card {
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 18px;
  box-shadow: var(--si-shadow-sm);
  padding: 24px;
  display: grid;
  gap: 16px;
}
.si-mail-head {
  display: flex;
  justify-content: space-between;
  align-items: flex-start;
  padding-bottom: 16px;
  border-bottom: 1px solid var(--si-border);
}
.si-mail-head h2 { font-size: 18px; font-weight: 700; margin: 6px 0; }
.si-mail-head p { margin: 0; font-size: 13px; color: var(--si-text-muted); }
.si-mail-body-display {
  background: #f8fafc;
  border: 1px solid var(--si-border);
  border-radius: 12px;
  padding: 20px;
  font-size: 14px;
  line-height: 1.7;
}
.si-mail-actions-bar {
  display: flex;
  align-items: center;
  gap: 8px;
}
.si-edit-mail-form { display: grid; gap: 12px; }
.si-edit-mail-form label { display: grid; gap: 5px; font-size: 12px; font-weight: 600; color: var(--si-text-muted); }
.si-edit-mail-form input, .si-edit-mail-form textarea {
  width: 100%;
  padding: 10px 12px;
  border: 1px solid var(--si-border);
  border-radius: 8px;
  font-size: 13px;
  font-family: inherit;
  background: #f8fafc;
}


/* ==========================================================================
   SCREEN 4: CANNED RESPONSES & SAVED TEMPLATES
   ========================================================================== */
.si-templates-screen { display: grid; gap: 20px; }
.si-templates-header-banner {
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 16px;
  padding: 20px 24px;
  display: flex;
  justify-content: space-between;
  align-items: center;
  flex-wrap: wrap;
  gap: 16px;
  box-shadow: var(--si-shadow-sm);
}
.si-th-left h2 { font-size: 18px; font-weight: 700; margin: 0 0 4px 0; }
.si-th-left p { margin: 0; font-size: 13px; color: var(--si-text-muted); max-width: 600px; }
.si-th-badge span {
  font-size: 12px;
  font-weight: 600;
  background: #f1f5f9;
  border: 1px solid var(--si-border);
  padding: 6px 14px;
  border-radius: 20px;
}

.si-templates-workspace {
  display: grid;
  grid-template-columns: minmax(320px, 3.8fr) minmax(0, 7.2fr);
  gap: 18px;
  align-items: start;
}
.si-template-create-card, .si-templates-list-card {
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 18px;
  padding: 22px;
  box-shadow: var(--si-shadow-sm);
  display: grid;
  gap: 16px;
}
.si-card-header h3 {
  font-size: 14px;
  font-weight: 700;
  margin: 0;
  display: flex;
  align-items: center;
  gap: 6px;
}
.si-card-header h3 svg { width: 16px; height: 16px; color: var(--si-brand); }
.si-add-template-form { display: grid; gap: 14px; }
.si-add-template-form label { display: grid; gap: 5px; font-size: 12px; font-weight: 600; color: var(--si-text-muted); }
.si-add-template-form input, .si-add-template-form textarea {
  width: 100%;
  padding: 10px 12px;
  border: 1px solid var(--si-border);
  border-radius: 8px;
  font-size: 13px;
  font-family: inherit;
  background: #f8fafc;
}
.si-add-template-form input:focus, .si-add-template-form textarea:focus {
  outline: none;
  border-color: var(--si-brand);
  background: #ffffff;
}

.si-templates-grid {
  display: grid;
  grid-template-columns: repeat(auto-fill, minmax(280px, 1fr));
  gap: 12px;
}
.si-template-item {
  background: #f8fafc;
  border: 1px solid var(--si-border);
  border-radius: 12px;
  padding: 14px;
  display: flex;
  flex-direction: column;
  gap: 8px;
  transition: all 0.15s ease;
}
.si-template-item:hover {
  background: #ffffff;
  border-color: var(--si-border-hover);
  box-shadow: var(--si-shadow-sm);
}
.si-tpl-head {
  display: flex;
  justify-content: space-between;
  align-items: flex-start;
  gap: 8px;
}
.si-tpl-title { font-size: 13px; font-weight: 700; color: var(--si-text-main); }
.si-btn-delete-tpl {
  background: none;
  border: none;
  color: #ef4444;
  font-size: 18px;
  cursor: pointer;
  line-height: 1;
  padding: 0 4px;
}
.si-btn-delete-tpl:hover { color: #b91c1c; }
.si-tpl-body {
  margin: 0;
  font-size: 12px;
  line-height: 1.5;
  color: var(--si-text-muted);
  display: -webkit-box;
  -webkit-line-clamp: 3;
  -webkit-box-orient: vertical;
  overflow: hidden;
}
.si-tpl-foot {
  display: flex;
  justify-content: space-between;
  align-items: center;
  font-size: 10px;
  color: var(--si-text-subtle);
  margin-top: auto;
  padding-top: 6px;
  border-top: 1px solid #edf2f7;
}


/* BADGES (STATUS & CATEGORY) */
.si-badge-status {
  display: inline-flex;
  align-items: center;
  gap: 5px;
  font-size: 11px;
  font-weight: 600;
  padding: 3px 8px;
  border-radius: 20px;
  text-transform: capitalize;
  white-space: nowrap;
}
.si-badge-dot { width: 6px; height: 6px; border-radius: 50%; }
.si-badge-status.status-open { background: #ecfdf5; color: #065f46; }
.si-badge-status.status-open .si-badge-dot { background: #10b981; }
.si-badge-status.status-waiting { background: #fefce8; color: #854d0e; }
.si-badge-status.status-waiting .si-badge-dot { background: #f59e0b; }
.si-badge-status.status-resolved { background: #eff6ff; color: #1e40af; }
.si-badge-status.status-resolved .si-badge-dot { background: #3b82f6; }
.si-badge-status.status-closed { background: #f1f5f9; color: #475569; }
.si-badge-status.status-closed .si-badge-dot { background: #94a3b8; }

.si-badge-category {
  font-size: 10px;
  font-weight: 600;
  padding: 2px 7px;
  border-radius: 5px;
  background: #f1f5f9;
  color: #475569;
  white-space: nowrap;
}
.cat-payments { background: #ecfdf5; color: #047857; }
.cat-payouts { background: #eff6ff; color: #1d4ed8; }
.cat-verification { background: #fffbeb; color: #b45309; }
.cat-api { background: #f5f3ff; color: #6d28d9; }
.cat-account { background: #fdf2f8; color: #be185d; }
.cat-other { background: #f8fafc; color: #64748b; }

.si-badge-priority {
  display: inline-flex;
  align-items: center;
  gap: 3px;
  font-size: 11px;
  font-weight: 600;
  color: var(--si-text-subtle);
}
.si-badge-priority.is-high {
  color: #dc2626;
  background: #fef2f2;
  padding: 2px 7px;
  border-radius: 5px;
}

/* SHARED BUTTONS */
.si-btn-primary {
  display: inline-flex;
  align-items: center;
  gap: 6px;
  padding: 9px 16px;
  font-size: 13px;
  font-weight: 600;
  color: #ffffff;
  background: var(--si-brand);
  border: 1px solid var(--si-brand);
  border-radius: 8px;
  cursor: pointer;
  transition: all 0.15s ease;
}
.si-btn-primary:hover { background: #047857; }
.si-btn-primary svg { width: 14px; height: 14px; }


/* RESPONSIVE DESIGN */
@media (max-width: 1200px) {
  .si-kpi-metrics-row { grid-template-columns: repeat(2, minmax(0, 1fr)); }
  .si-chat-workspace { grid-template-columns: 1fr; }
  .si-templates-workspace { grid-template-columns: 1fr; }
}

@media (max-width: 768px) {
  .si-kpi-metrics-row { grid-template-columns: 1fr; }
  .si-top-navbar { flex-direction: column; align-items: stretch; }
  .si-nav-left { flex-direction: column; align-items: stretch; }
  .si-main-screens { overflow-x: auto; }
  .si-ticket-topbar { flex-direction: column; }
  .si-ticket-controls-block { align-items: flex-start; width: 100%; }
  .si-quick-action-btns { flex-wrap: wrap; }
}

/* ==========================================================================
   WHATSAPP WEB UNIFIED WORKSPACE ARCHITECTURE & REAL AVATARS
   ========================================================================== */

/* Universal Real Avatar Styles */
.si-avatar-wrap {
  position: relative;
  border-radius: 50%;
  display: inline-flex;
  align-items: center;
  justify-content: center;
  overflow: hidden;
  flex-shrink: 0;
  vertical-align: middle;
  background: #e2e8f0;
  box-shadow: 0 1px 3px rgba(0,0,0,0.06);
}
.si-avatar-img {
  width: 100%;
  height: 100%;
  object-fit: cover;
  border-radius: 50%;
  display: block;
}
.si-avatar-monogram {
  width: 100%;
  height: 100%;
  border-radius: 50%;
  display: flex;
  align-items: center;
  justify-content: center;
  color: #ffffff;
  font-weight: 700;
  font-size: 13px;
  line-height: 1;
  text-transform: uppercase;
  user-select: none;
}
.si-avatar-wrap.has-photo .si-avatar-monogram {
  display: none;
}

/* WhatsApp Web 3-Column Unified Workspace */
.si-whatsapp-workspace {
  display: grid;
  grid-template-columns: 360px minmax(0, 1fr) auto;
  grid-template-rows: minmax(0, 1fr);
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 16px;
  box-shadow: 0 8px 30px -4px rgba(0, 0, 0, 0.08);
  height: calc(100vh - 165px);
  min-height: 600px;
  max-height: 920px;
  overflow: hidden;
  position: relative;
}
.si-whatsapp-workspace.drawer-closed {
  grid-template-columns: 360px minmax(0, 1fr);
  grid-template-rows: minmax(0, 1fr);
}
.si-whatsapp-workspace.drawer-closed .si-wa-drawer-pane {
  display: none !important;
}

/* Left Pane: Conversation List */
.si-wa-left-pane {
  background: #ffffff;
  border-right: 1px solid var(--si-border);
  display: flex;
  flex-direction: column;
  min-width: 0;
  height: 100%;
  overflow: hidden;
}
.si-wa-left-header {
  padding: 12px 16px 10px;
  background: #f0f2f5;
  border-bottom: 1px solid var(--si-border);
  display: flex;
  flex-direction: column;
  gap: 10px;
  flex-shrink: 0;
}
.si-wa-header-top {
  display: flex;
  justify-content: space-between;
  align-items: center;
}
.si-wa-header-title {
  display: flex;
  align-items: center;
  gap: 8px;
}
.si-wa-header-title h3 {
  margin: 0;
  font-size: 18px;
  font-weight: 700;
  color: #111b21;
}
.si-btn-switch-view {
  display: inline-flex;
  align-items: center;
  gap: 5px;
  padding: 4px 9px;
  font-size: 11px;
  font-weight: 600;
  color: #64748b;
  background: #ffffff;
  border: 1px solid #e2e8f0;
  border-radius: 6px;
  text-decoration: none;
  transition: all 0.15s;
}
.si-btn-switch-view:hover {
  background: #f8fafc;
  color: #0f172a;
}
.si-btn-switch-view svg { width: 13px; height: 13px; }

/* WhatsApp Search Input */
.si-wa-search-pill {
  position: relative;
  display: flex !important;
  align-items: center !important;
  background: #f0f2f5 !important;
  border: 1px solid #e2e8f0 !important;
  border-radius: 20px !important;
  padding: 4px 12px !important;
  min-height: 36px !important;
  height: 36px !important;
  box-sizing: border-box !important;
  transition: all 0.15s ease !important;
}
.si-wa-search-pill:focus-within {
  background: #ffffff !important;
  border-color: #00a884 !important;
  box-shadow: 0 0 0 2px rgba(0, 168, 132, 0.15) !important;
}
.si-wa-search-pill .si-search-icon {
  color: #8696a0 !important;
  display: flex !important;
  align-items: center !important;
  justify-content: center !important;
  flex-shrink: 0 !important;
  margin-right: 4px !important;
}
.si-wa-search-pill .si-search-icon svg { width: 15px; height: 15px; stroke-width: 2; }
.si-app .si-wa-search-pill input,
.si-wa-search-pill input {
  width: 100% !important;
  border: 0 !important;
  background: transparent !important;
  outline: none !important;
  box-shadow: none !important;
  border-radius: 0 !important;
  min-height: 24px !important;
  height: 24px !important;
  font-size: 12.5px !important;
  line-height: 20px !important;
  padding: 2px 6px !important;
  color: #111b21 !important;
  margin: 0 !important;
}
.si-wa-search-pill .si-search-clear-btn {
  color: #8696a0 !important;
  text-decoration: none !important;
  font-size: 16px !important;
  line-height: 1 !important;
  cursor: pointer !important;
  padding: 0 4px !important;
}
.si-wa-search-pill .si-search-clear-btn:hover {
  color: #111b21 !important;
}

/* WhatsApp Filter Chips */
.si-wa-filter-chips {
  display: flex;
  align-items: center;
  gap: 6px;
  overflow-x: auto;
  scrollbar-width: none;
  padding-bottom: 2px;
}
.si-wa-filter-chips::-webkit-scrollbar { display: none; }
.si-wa-chip {
  padding: 4px 10px;
  font-size: 11px;
  font-weight: 600;
  border-radius: 14px;
  background: #ffffff;
  border: 1px solid #e2e8f0;
  color: #54656f;
  text-decoration: none;
  white-space: nowrap;
  display: inline-flex;
  align-items: center;
  gap: 5px;
  transition: all 0.15s;
}
.si-wa-chip:hover {
  background: #f8fafc;
  color: #111b21;
}
.si-wa-chip.active {
  background: #00a884;
  color: #ffffff;
  border-color: #00a884;
}
.si-wa-chip-badge {
  background: rgba(0,0,0,0.08);
  color: inherit;
  font-size: 10px;
  padding: 0 5px;
  border-radius: 10px;
  font-weight: 700;
}
.si-wa-chip.active .si-wa-chip-badge {
  background: rgba(255,255,255,0.25);
  color: #ffffff;
}

/* Scrollable Chat Cards List */
.si-wa-cards-scroll {
  flex: 1;
  overflow-y: auto;
  background: #ffffff;
}
.si-wa-card {
  display: grid;
  grid-template-columns: 44px minmax(0, 1fr);
  gap: 12px;
  padding: 12px 16px;
  border-bottom: 1px solid #f1f5f9;
  text-decoration: none;
  color: inherit;
  transition: background 0.15s ease;
  position: relative;
  align-items: center;
  cursor: pointer;
}
.si-wa-card:hover {
  background: #f8fafc;
}
.si-wa-card.is-selected {
  background: #f0fdf4;
  border-left: 4px solid #00a884;
}
.si-wa-card-avatar {
  position: relative;
  display: flex;
  align-items: center;
  justify-content: center;
}
.si-wa-unread-dot {
  position: absolute;
  top: -2px;
  right: -2px;
  width: 10px;
  height: 10px;
  background: #25d366;
  border: 2px solid #ffffff;
  border-radius: 50%;
}
.si-wa-card-body {
  min-width: 0;
  display: flex;
  flex-direction: column;
  gap: 3px;
}
.si-wa-card-row1 {
  display: flex;
  justify-content: space-between;
  align-items: baseline;
  gap: 8px;
}
.si-wa-card-name {
  font-size: 13.5px;
  font-weight: 600;
  color: #111b21;
  white-space: nowrap;
  overflow: hidden;
  text-overflow: ellipsis;
}
.si-wa-card.is-unread .si-wa-card-name {
  font-weight: 750;
  color: #0f172a;
}
.si-wa-card-time {
  font-size: 11px;
  color: #8696a0;
  white-space: nowrap;
}
.si-wa-card.is-unread .si-wa-card-time {
  color: #00a884;
  font-weight: 600;
}
.si-wa-card-row2 {
  display: flex;
  align-items: center;
  gap: 6px;
  font-size: 11px;
}
.si-wa-card-row3 {
  display: flex;
  justify-content: space-between;
  align-items: center;
  gap: 8px;
}
.si-wa-card-preview {
  font-size: 12px;
  color: #667781;
  white-space: nowrap;
  overflow: hidden;
  text-overflow: ellipsis;
  margin: 0;
  line-height: 1.4;
  flex: 1;
}
.si-wa-card.is-unread .si-wa-card-preview {
  color: #111b21;
  font-weight: 500;
}
.si-wa-unread-badge {
  background: #25d366;
  color: #ffffff;
  font-size: 10px;
  font-weight: 700;
  border-radius: 10px;
  padding: 1px 6px;
  line-height: 15px;
  min-width: 17px;
  text-align: center;
  flex-shrink: 0;
}
.si-wa-empty-list {
  padding: 40px 20px;
  text-align: center;
  color: #64748b;
  display: flex;
  flex-direction: column;
  align-items: center;
  gap: 10px;
}
.si-wa-list-foot {
  padding: 8px 14px;
  background: #f8fafc;
  border-top: 1px solid #e2e8f0;
  font-size: 11px;
}

/* Center Pane: Active Live Chat */
.si-wa-chat-pane {
  display: flex;
  flex-direction: column;
  min-width: 0;
  height: 100%;
  min-height: 0;
  background: #efeae2;
  position: relative;
  overflow: hidden;
  justify-content: space-between;
}

/* WhatsApp Contact Top Bar */
.si-wa-chat-head {
  padding: 10px 18px;
  background: #f0f2f5;
  border-bottom: 1px solid #d1d7db;
  display: flex;
  justify-content: space-between;
  align-items: center;
  gap: 12px;
  flex-shrink: 0;
  z-index: 5;
}
.si-wa-contact {
  display: flex;
  align-items: center;
  gap: 12px;
  min-width: 0;
}
.si-wa-back-btn {
  display: none;
  align-items: center;
  justify-content: center;
  width: 32px;
  height: 32px;
  border-radius: 50%;
  color: #54656f;
  text-decoration: none;
}
.si-wa-back-btn:hover { background: #e9edef; }
.si-wa-back-btn svg { width: 18px; height: 18px; }

.si-wa-contact-meta {
  min-width: 0;
  display: flex;
  flex-direction: column;
  gap: 2px;
}
.si-wa-contact-title-row {
  display: flex;
  align-items: baseline;
  gap: 6px;
  min-width: 0;
}
.si-wa-contact-name {
  font-size: 14.5px;
  font-weight: 700;
  color: #111b21;
  margin: 0;
  white-space: nowrap;
  overflow: hidden;
  text-overflow: ellipsis;
}
.si-wa-contact-user {
  font-size: 12px;
  color: #667781;
  font-weight: 500;
  white-space: nowrap;
}
.si-wa-contact-sub {
  display: flex;
  align-items: center;
  gap: 6px;
  font-size: 11px;
  color: #667781;
  flex-wrap: wrap;
}
.si-time-sub {
  color: #8696a0;
  font-size: 10px;
}

/* Chat Top Action Toolbar */
.si-wa-chat-actions {
  display: flex;
  align-items: center;
  gap: 8px;
  flex-shrink: 0;
}
.si-mini-assign {
  display: flex;
  align-items: center;
  gap: 4px;
}
.si-select-mini {
  padding: 4px 7px;
  font-size: 11px;
  border: 1px solid #d1d7db;
  border-radius: 6px;
  background: #ffffff;
  color: #111b21;
  cursor: pointer;
}
.si-select-mini:focus {
  outline: none;
  border-color: #00a884;
}
.si-btn-icon {
  display: inline-flex;
  align-items: center;
  justify-content: center;
  width: 32px;
  height: 32px;
  border-radius: 50%;
  border: 1px solid #d1d7db;
  background: #ffffff;
  color: #54656f;
  cursor: pointer;
  transition: all 0.15s;
}
.si-btn-icon:hover {
  background: #f8fafc;
  color: #111b21;
  border-color: #00a884;
}
.si-btn-icon svg { width: 15px; height: 15px; }

.si-btn-drawer-toggle {
  display: inline-flex;
  align-items: center;
  gap: 5px;
  padding: 6px 11px;
  font-size: 11px;
  font-weight: 600;
  color: #54656f;
  background: #ffffff;
  border: 1px solid #d1d7db;
  border-radius: 8px;
  cursor: pointer;
  transition: all 0.15s;
}
.si-btn-drawer-toggle:hover, .si-btn-drawer-toggle.is-active {
  background: #e7fed9;
  border-color: #a7f3d0;
  color: #047857;
}
.si-btn-drawer-toggle svg { width: 14px; height: 14px; }

/* WhatsApp Doodle Wallpaper Chat Stream */
.si-chat-stream {
  flex: 1 1 auto;
  min-height: 0;
  max-height: none !important;
  overflow-y: auto;
  padding: 16px 24px;
  display: flex;
  flex-direction: column;
  gap: 6px;
  background-color: #efeae2;
  background-image: radial-gradient(rgba(0, 0, 0, 0.04) 1px, transparent 1px);
  background-size: 18px 18px;
}

/* Chat Day Separator Pill */
.fx-chat-day {
  align-self: center;
  background: rgba(255, 255, 255, 0.92);
  padding: 5px 14px;
  border-radius: 8px;
  font-size: 11px;
  font-weight: 500;
  color: #54656f;
  box-shadow: 0 1px 1px rgba(11,20,26,.12);
  margin: 10px 0;
  text-transform: uppercase;
  letter-spacing: 0.03em;
}

/* WhatsApp Speech Bubbles */
.fx-bubble {
  display: flex;
  max-width: 75%;
  min-width: 120px;
  margin-bottom: 3px;
  position: relative;
  word-break: break-word;
}
.fx-bubble.is-customer {
  align-self: flex-start;
}
.fx-bubble.is-admin {
  align-self: flex-end;
}
.fx-bubble.is-note {
  align-self: center;
  max-width: 90%;
  width: 100%;
}

.fx-bubble-main {
  background: #ffffff;
  padding: 8px 12px 6px;
  border-radius: 8px;
  box-shadow: 0 1px 0.5px rgba(11,20,26,.13);
  font-size: 13.5px;
  line-height: 1.45;
  color: #111b21;
  position: relative;
  width: 100%;
}
.fx-bubble.is-customer .fx-bubble-main {
  background: #ffffff;
  border-top-left-radius: 0;
}
.fx-bubble.is-admin .fx-bubble-main {
  background: #d9fdd3;
  border-top-right-radius: 0;
}
.fx-bubble.is-note .fx-bubble-main {
  background: #fef3c7;
  border: 1px solid #fde68a;
  border-radius: 10px;
  box-shadow: 0 1px 2px rgba(217, 119, 6, 0.1);
}

.fx-bubble-head {
  display: flex;
  align-items: center;
  justify-content: space-between;
  gap: 8px;
  margin-bottom: 4px;
}
.fx-author-info {
  display: flex;
  align-items: center;
  gap: 6px;
}
.fx-author-avatar {
  width: 22px;
  height: 22px;
  border-radius: 50%;
}
.fx-author-name {
  font-size: 11.5px;
  font-weight: 700;
  color: #128c7e;
}
.fx-note-badge {
  display: inline-flex;
  align-items: center;
  gap: 4px;
  font-size: 10.5px;
  font-weight: 700;
  color: #92400e;
  background: #fef3c7;
  padding: 2px 7px;
  border-radius: 6px;
}
.fx-note-badge svg { width: 12px; height: 12px; }
.fx-support-badge {
  display: inline-flex;
  align-items: center;
  gap: 4px;
  font-size: 10.5px;
  font-weight: 700;
  color: #047857;
}

/* Markdown Formatting inside Bubbles */
.fx-bubble-content {
  font-size: 13.5px;
  line-height: 1.5;
  color: #111b21;
}
.fx-bubble-content p {
  margin: 0 0 6px 0;
}
.fx-bubble-content p:last-child {
  margin-bottom: 0;
}
.fx-bubble-content strong {
  font-weight: 700;
  color: #0f172a;
}
.fx-bubble-content em {
  font-style: italic;
}
.fx-code-block {
  background: #1e293b;
  color: #f1f5f9;
  padding: 8px 12px;
  border-radius: 6px;
  font-family: ui-monospace, SFMono-Regular, Menlo, monospace;
  font-size: 12px;
  overflow-x: auto;
  margin: 6px 0;
}
.fx-inline-code {
  background: rgba(0,0,0,0.06);
  padding: 2px 5px;
  border-radius: 4px;
  font-family: ui-monospace, SFMono-Regular, Menlo, monospace;
  font-size: 12px;
  color: #b91c1c;
}
.fx-chat-link {
  color: #0284c7;
  text-decoration: underline;
  word-break: break-all;
}
.fx-chat-list {
  margin: 6px 0;
  padding-left: 18px;
}
.fx-chat-list li {
  margin-bottom: 3px;
}

/* Bubble Meta: Time & Double Ticks */
.fx-bubble-meta {
  display: flex;
  justify-content: flex-end;
  align-items: center;
  gap: 4px;
  font-size: 10px;
  color: #667781;
  margin-top: 2px;
  float: right;
  margin-left: 8px;
}
.fx-bubble-meta time {
  font-size: 10px;
  color: #667781;
}

/* WhatsApp Composer Styles */
.si-chat-reply-panel {
  border-top: 1px solid #d1d7db;
  background: #f0f2f5;
  padding: 8px 14px !important;
  display: grid;
  gap: 6px !important;
  flex-shrink: 0;
  margin-top: auto;
  margin-bottom: 0 !important;
}
.si-chat-reply-panel.is-note-mode {
  background: #fffdf5;
  border-top-color: #fde68a;
}
.si-reply-mode-tabs {
  display: flex;
  justify-content: space-between;
  align-items: center;
  gap: 8px;
  flex-wrap: wrap;
}
.si-mode-toggle-group {
  display: inline-flex;
  background: #e2e8f0;
  border-radius: 6px;
  padding: 2px;
}
.si-mode-btn {
  padding: 3px 8px !important;
  font-size: 11px !important;
  font-weight: 600;
  border: none;
  background: transparent;
  color: #64748b;
  border-radius: 5px;
  cursor: pointer;
  display: inline-flex;
  align-items: center;
  gap: 4px;
  transition: all 0.15s;
}
.si-mode-btn.is-active {
  background: #ffffff;
  color: #0f172a;
  box-shadow: 0 1px 2px rgba(0,0,0,0.06);
}
.si-mode-btn[data-reply-mode="note"].is-active {
  color: #b45309;
}
.si-format-bar {
  display: flex;
  align-items: center;
  gap: 4px;
}
.si-fmt-btns {
  display: flex;
  align-items: center;
  gap: 4px;
}
.si-fmt-btn {
  width: 26px !important;
  height: 26px !important;
  display: inline-flex;
  align-items: center;
  justify-content: center;
  border: 1px solid #d1d7db;
  background: #ffffff;
  border-radius: 5px;
  font-size: 11px !important;
  color: #475569;
  cursor: pointer;
  padding: 0 !important;
  line-height: 1;
  transition: all 0.15s ease;
}
.si-fmt-btn:hover {
  background: #f1f5f9;
  color: #0f172a;
  border-color: #94a3b8;
}
.si-fmt-btn svg {
  width: 13px !important;
  height: 13px !important;
  display: block;
}

.si-canned-chips-bar {
  display: flex !important;
  align-items: center !important;
  gap: 5px !important;
  overflow-x: auto !important;
  white-space: nowrap !important;
  flex-wrap: nowrap !important;
  scrollbar-width: none !important;
  -webkit-overflow-scrolling: touch !important;
  padding: 2px 0 !important;
  font-size: 11px !important;
}
.si-canned-chips-bar::-webkit-scrollbar {
  display: none !important;
}
.si-canned-caption {
  color: #64748b !important;
  font-weight: 600 !important;
  display: inline-flex !important;
  align-items: center !important;
  gap: 3px !important;
  white-space: nowrap !important;
  flex-shrink: 0 !important;
}
.si-canned-chips-list {
  display: flex !important;
  align-items: center !important;
  gap: 5px !important;
  flex-wrap: nowrap !important;
  flex-shrink: 0 !important;
}
.si-chip-pill {
  padding: 2.5px 8px !important;
  font-size: 10.5px !important;
  border-radius: 12px !important;
  background: #ffffff !important;
  border: 1px solid #d1d7db !important;
  color: #334155 !important;
  cursor: pointer !important;
  white-space: nowrap !important;
  flex-shrink: 0 !important;
  transition: all 0.15s !important;
}
.si-chip-pill:hover {
  background: #e7fed9 !important;
  border-color: #a7f3d0 !important;
  color: #047857 !important;
}
.si-canned-picker {
  flex-shrink: 0 !important;
}
.si-canned-picker select {
  padding: 2.5px 6px !important;
  font-size: 10.5px !important;
  border: 1px solid #d1d7db !important;
  border-radius: 12px !important;
  background: #ffffff !important;
  color: #334155 !important;
  cursor: pointer !important;
}

.si-reply-textarea-wrap textarea {
  width: 100% !important;
  border: 1px solid #d1d7db !important;
  border-radius: 8px !important;
  padding: 6px 10px !important;
  font-size: 13px !important;
  line-height: 1.4 !important;
  font-family: inherit !important;
  resize: vertical !important;
  min-height: 40px !important;
  max-height: 120px !important;
  color: #111b21 !important;
  background: #ffffff !important;
  box-shadow: 0 1px 2px rgba(0,0,0,0.03) !important;
  box-sizing: border-box !important;
}
.si-reply-textarea-wrap textarea:focus {
  outline: none !important;
  border-color: #00a884 !important;
}

.si-reply-bottom-bar {
  display: flex !important;
  justify-content: space-between !important;
  align-items: center !important;
  gap: 8px !important;
}
.si-bottom-status {
  display: flex !important;
  align-items: center !important;
  gap: 8px !important;
  font-size: 11px !important;
  color: #64748b !important;
}
.si-draft-indicator {
  color: #059669 !important;
  font-weight: 600 !important;
  font-size: 11px !important;
}
.si-kbd-shortcut-tip {
  color: #64748b !important;
  font-size: 10.5px !important;
}
.si-kbd-shortcut-tip kbd {
  background: #e2e8f0;
  border: 1px solid #cbd5e1;
  color: #334155;
  padding: 1.5px 5px;
  border-radius: 4px;
  font-size: 10px;
  font-family: ui-monospace, SFMono-Regular, Menlo, monospace;
  font-weight: 600;
}
.si-bottom-submit-group {
  display: flex !important;
  align-items: center !important;
  gap: 6px !important;
}
.si-btn-send {
  display: inline-flex !important;
  align-items: center !important;
  gap: 5px !important;
  padding: 4px 12px !important;
  height: 32px !important;
  font-size: 11.5px !important;
  font-weight: 600 !important;
  color: #ffffff !important;
  background: #00a884 !important;
  border: 1px solid #00a884 !important;
  border-radius: 6px !important;
  cursor: pointer !important;
  transition: all 0.15s !important;
}
.si-btn-send:hover { background: #008f6f !important; }
.si-btn-send svg { width: 13px !important; height: 13px !important; }

.si-btn-send-resolve {
  display: inline-flex !important;
  align-items: center !important;
  gap: 4px !important;
  padding: 4px 10px !important;
  height: 32px !important;
  font-size: 11.5px !important;
  font-weight: 600 !important;
  color: #065f46 !important;
  background: #ecfdf5 !important;
  border: 1px solid #a7f3d0 !important;
  border-radius: 6px !important;
  cursor: pointer !important;
  transition: all 0.15s !important;
}
.si-btn-send-resolve:hover { background: #d1fae5 !important; }
.si-btn-send-resolve svg { width: 13px !important; height: 13px !important; }

.si-btn-save-note {
  display: inline-flex !important;
  align-items: center !important;
  gap: 5px !important;
  padding: 4px 12px !important;
  height: 32px !important;
  font-size: 11.5px !important;
  font-weight: 600 !important;
  color: #ffffff !important;
  background: #d97706 !important;
  border: 1px solid #d97706 !important;
  border-radius: 6px !important;
  cursor: pointer !important;
  transition: all 0.15s !important;
}
.si-btn-save-note:hover { background: #b45309 !important; }
.si-btn-save-note svg { width: 14px; height: 14px; }

/* WhatsApp Welcome Screen */
.si-wa-welcome-screen {
  flex: 1;
  display: flex;
  align-items: center;
  justify-content: center;
  background: #f0f2f5;
  padding: 30px;
}
.si-wa-welcome-card {
  max-width: 460px;
  text-align: center;
  display: flex;
  flex-direction: column;
  align-items: center;
  gap: 14px;
}
.si-wa-welcome-art img {
  border-radius: 50%;
  box-shadow: 0 4px 12px rgba(0,0,0,0.08);
}
.si-wa-welcome-card h2 {
  font-size: 20px;
  font-weight: 700;
  color: #111b21;
  margin: 0;
}
.si-wa-welcome-card p {
  font-size: 13.5px;
  color: #667781;
  line-height: 1.5;
  margin: 0;
}
.si-wa-welcome-stats {
  display: flex;
  align-items: center;
  gap: 10px;
  margin: 10px 0;
}
.si-wa-stat-pill {
  background: #ffffff;
  border: 1px solid #e2e8f0;
  border-radius: 10px;
  padding: 8px 14px;
  display: flex;
  flex-direction: column;
  align-items: center;
  min-width: 100px;
}
.si-stat-val { font-size: 16px; font-weight: 750; color: #111b21; }
.si-stat-lbl { font-size: 10px; color: #64748b; font-weight: 500; }
.si-wa-stat-pill.is-warn .si-stat-val { color: #dc2626; }
.si-wa-stat-pill.is-waiting .si-stat-val { color: #d97706; }

/* Right Drawer: Collapsible Merchant Intelligence */
.si-wa-drawer-pane {
  width: 320px;
  background: #ffffff;
  border-left: 1px solid #d1d7db;
  height: 100%;
  overflow-y: auto;
  display: flex;
  flex-direction: column;
  flex-shrink: 0;
}
.si-drawer-head {
  padding: 12px 16px;
  background: #f0f2f5;
  border-bottom: 1px solid #d1d7db;
  display: flex;
  justify-content: space-between;
  align-items: center;
}
.si-drawer-title {
  display: flex;
  align-items: center;
  gap: 7px;
  color: #111b21;
}
.si-drawer-title h4 {
  margin: 0;
  font-size: 13px;
  font-weight: 700;
}
.si-drawer-close-btn {
  background: none;
  border: none;
  font-size: 20px;
  color: #64748b;
  cursor: pointer;
  line-height: 1;
}
.si-drawer-close-btn:hover { color: #0f172a; }

.si-drawer-content {
  padding: 16px;
  display: flex;
  flex-direction: column;
  gap: 16px;
}
.si-drawer-profile-card {
  display: flex;
  flex-direction: column;
  align-items: center;
  text-align: center;
  gap: 6px;
  padding: 14px;
  background: #f8fafc;
  border: 1px solid #e2e8f0;
  border-radius: 12px;
}
.si-drawer-biz-name {
  font-size: 15px;
  font-weight: 700;
  color: #0f172a;
}
.si-intel-type-badge {
  font-size: 10px;
  font-weight: 600;
  color: #047857;
  background: #ecfdf5;
  padding: 2px 8px;
  border-radius: 10px;
}
.si-intel-section {
  display: flex;
  flex-direction: column;
  gap: 6px;
  padding-bottom: 12px;
  border-bottom: 1px solid #f1f5f9;
}
.si-intel-section label {
  font-size: 10px;
  font-weight: 700;
  text-transform: uppercase;
  letter-spacing: 0.05em;
  color: #94a3b8;
}
.si-intel-val {
  font-size: 13px;
  font-weight: 600;
  color: #0f172a;
}
.si-link-email, .si-link-external {
  font-size: 12px;
  color: #0284c7;
  text-decoration: none;
  display: inline-flex;
  align-items: center;
  gap: 4px;
}
.si-status-pills-row {
  display: flex;
  align-items: center;
  gap: 6px;
  flex-wrap: wrap;
}
.si-pill {
  font-size: 10.5px;
  font-weight: 600;
  padding: 3px 8px;
  border-radius: 6px;
  background: #f1f5f9;
  color: #475569;
}
.si-pill.is-active { background: #ecfdf5; color: #047857; }
.si-pill.is-kyc-ok { background: #eff6ff; color: #1e40af; }
.si-pill.is-kyc-wait { background: #fffbeb; color: #b45309; }

.si-intel-metrics-grid {
  display: grid;
  grid-template-columns: 1fr 1fr;
  gap: 8px;
}
.si-metric-tile {
  background: #f8fafc;
  border: 1px solid #e2e8f0;
  border-radius: 8px;
  padding: 8px 10px;
  display: flex;
  flex-direction: column;
  gap: 2px;
}
.si-tile-label { font-size: 9.5px; color: #64748b; font-weight: 500; }
.si-tile-val { font-size: 14px; font-weight: 700; color: #0f172a; }

.si-volume-banner {
  background: #f0fdf4;
  border: 1px solid #bbf7d0;
  border-radius: 8px;
  padding: 7px 10px;
  display: flex;
  justify-content: space-between;
  align-items: baseline;
  font-size: 11px;
}
.si-volume-banner strong { font-size: 13px; color: #047857; }

.si-intel-links-section {
  display: flex;
  flex-direction: column;
  gap: 5px;
}
.si-admin-deep-link {
  display: flex;
  align-items: center;
  gap: 6px;
  padding: 7px 10px;
  font-size: 11.5px;
  font-weight: 600;
  color: #334155;
  background: #f8fafc;
  border: 1px solid #e2e8f0;
  border-radius: 7px;
  text-decoration: none;
  transition: all 0.15s;
}
.si-admin-deep-link:hover {
  background: #ecfdf5;
  border-color: #a7f3d0;
  color: #047857;
}

.si-meta-card {
  background: #f8fafc;
  border: 1px solid #e2e8f0;
  border-radius: 10px;
  padding: 10px 12px;
  display: flex;
  flex-direction: column;
  gap: 6px;
}
.si-meta-card h4 {
  margin: 0 0 4px 0;
  font-size: 11px;
  text-transform: uppercase;
  letter-spacing: 0.05em;
  color: #94a3b8;
}
.si-meta-row {
  display: flex;
  justify-content: space-between;
  align-items: center;
  font-size: 11px;
  color: #64748b;
}
.si-meta-row code {
  background: #e2e8f0;
  padding: 1px 4px;
  border-radius: 4px;
  font-size: 10px;
  color: #0f172a;
}

/* ==========================================================================
   MERCHANT SIDE SUPPORT STYLES (/support)
   ========================================================================== */

.si-conversation-stats {
  display: flex;
  align-items: center;
  gap: 12px;
  margin-bottom: 20px;
  flex-wrap: wrap;
}
.si-stat-card {
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 12px;
  padding: 10px 16px;
  display: inline-flex;
  align-items: center;
  gap: 12px;
  text-decoration: none;
  color: var(--si-text-main);
  box-shadow: 0 1px 3px rgba(0,0,0,0.03);
  transition: all 0.15s;
  min-width: 140px;
}
.si-stat-card:hover, .si-stat-card.active {
  border-color: #00a884;
  box-shadow: 0 0 0 2px rgba(0, 168, 132, 0.1);
}
.si-stat-icon {
  width: 34px;
  height: 34px;
  border-radius: 50%;
  display: flex;
  align-items: center;
  justify-content: center;
  background: #f1f5f9;
  color: #64748b;
}
.si-stat-icon svg { width: 17px; height: 17px; }
.si-stat-icon.is-open { background: #ecfdf5; color: #059669; }
.si-stat-icon.is-unread { background: #fef2f2; color: #dc2626; }
.si-stat-icon.is-resolved { background: #eff6ff; color: #2563eb; }
.si-stat-info {
  display: flex;
  flex-direction: column;
}
.si-stat-info span {
  font-size: 11px;
  color: #64748b;
  font-weight: 500;
}
.si-stat-info strong {
  font-size: 16px;
  font-weight: 750;
  color: #0f172a;
}

/* Merchant Layout 2-Column */
.si-merchant .si-layout {
  display: grid;
  grid-template-columns: 340px minmax(0, 1fr);
  background: #ffffff;
  border: 1px solid var(--si-border);
  border-radius: 16px;
  box-shadow: 0 4px 20px -2px rgba(0, 0, 0, 0.06);
  height: calc(100vh - 200px);
  min-height: 560px;
  max-height: 880px;
  overflow: hidden;
}
.si-merchant .si-list-panel {
  border-right: 1px solid var(--si-border);
  display: flex;
  flex-direction: column;
  min-width: 0;
  height: 100%;
}
.si-panel-heading {
  padding: 14px 18px 10px;
  background: #f8fafc;
  border-bottom: 1px solid var(--si-border);
  display: flex;
  justify-content: space-between;
  align-items: center;
}
.si-panel-title-row {
  display: flex;
  align-items: center;
  gap: 8px;
}
.si-panel-title-row h3 {
  margin: 0;
  font-size: 16px;
  font-weight: 700;
  color: #0f172a;
}
.fx-chat-new {
  width: 28px;
  height: 28px;
  border-radius: 50%;
  border: 1px solid #e2e8f0;
  background: #ffffff;
  color: #00a884;
  cursor: pointer;
  display: flex;
  align-items: center;
  justify-content: center;
  transition: all 0.15s;
}
.fx-chat-new:hover {
  background: #00a884;
  color: #ffffff;
}
.fx-chat-new svg { width: 14px; height: 14px; }

/* Merchant Search Pill */
.si-merchant .si-search,
.si-app .si-search {
  padding: 8px 14px !important;
  margin: 0 !important;
  background: #f8fafc !important;
  border-bottom: 1px solid var(--si-border) !important;
}
.si-search-pill-wrap {
  position: relative;
  display: flex !important;
  align-items: center !important;
  background: #f0f2f5 !important;
  border: 1px solid #e2e8f0 !important;
  border-radius: 20px !important;
  padding: 4px 12px !important;
  min-height: 36px !important;
  height: 36px !important;
  box-sizing: border-box !important;
  transition: all 0.15s ease !important;
}
.si-search-pill-wrap:focus-within {
  background: #ffffff !important;
  border-color: #00a884 !important;
  box-shadow: 0 0 0 2px rgba(0, 168, 132, 0.15) !important;
}
.si-search-pill-wrap .si-search-icon {
  color: #8696a0 !important;
  display: flex !important;
  align-items: center !important;
  justify-content: center !important;
  flex-shrink: 0 !important;
  margin-right: 4px !important;
}
.si-search-pill-wrap .si-search-icon svg { width: 15px !important; height: 15px !important; stroke-width: 2; }
.si-app .si-search-pill-wrap input,
.si-merchant .si-search-pill-wrap input,
#supportSearch {
  width: 100% !important;
  border: 0 !important;
  outline: none !important;
  box-shadow: none !important;
  background: transparent !important;
  border-radius: 0 !important;
  min-height: 24px !important;
  height: 24px !important;
  font-size: 12.5px !important;
  line-height: 20px !important;
  padding: 2px 6px !important;
  color: #111b21 !important;
  margin: 0 !important;
}
.si-search-clear {
  color: #8696a0 !important;
  text-decoration: none !important;
  font-size: 16px !important;
  line-height: 1 !important;
  cursor: pointer !important;
  padding: 0 4px !important;
}
.si-search-clear:hover {
  color: #111b21 !important;
}

/* Merchant Filter Tabs */
.si-filter-tabs {
  display: flex;
  align-items: center;
  gap: 4px;
  padding: 6px 14px;
  background: #f8fafc;
  border-bottom: 1px solid var(--si-border);
}
.si-filter-tabs a {
  padding: 4px 10px;
  font-size: 11px;
  font-weight: 600;
  border-radius: 12px;
  text-decoration: none;
  color: #64748b;
  transition: all 0.15s;
}
.si-filter-tabs a:hover { background: #e2e8f0; color: #0f172a; }
.si-filter-tabs a.active { background: #00a884; color: #ffffff; }

/* Merchant Cards List */
.si-conversations-list {
  flex: 1;
  overflow-y: auto;
}
.si-app .si-list-item span,
.si-merchant .si-list-item span,
.si-list-item span {
  display: inline !important;
  margin: 0 !important;
}

.si-app .si-list-item,
.si-merchant .si-list-item,
.si-list-item {
  display: flex !important;
  align-items: center !important;
  min-height: 68px !important;
  height: 68px !important;
  padding: 8px 14px !important;
  gap: 11px !important;
  border-bottom: 1px solid #f1f5f9 !important;
  text-decoration: none !important;
  color: inherit !important;
  transition: background 0.15s ease, border-color 0.15s ease !important;
  position: relative !important;
  background: #ffffff !important;
  box-sizing: border-box !important;
}
.si-app .si-list-item:hover,
.si-merchant .si-list-item:hover,
.si-list-item:hover {
  background: #f8fafc !important;
}
.si-app .si-list-item.selected,
.si-merchant .si-list-item.selected,
.si-list-item.selected {
  background: #f0fdf4 !important;
  border-left: 3.5px solid #00a884 !important;
  padding-left: 10.5px !important;
}

.si-list-avatar {
  width: 36px !important;
  height: 36px !important;
  min-width: 36px !important;
  border-radius: 50% !important;
  background: #f0fdf4 !important;
  border: 1.5px solid #dcfce7 !important;
  display: flex !important;
  align-items: center !important;
  justify-content: center !important;
  position: relative !important;
  flex-shrink: 0 !important;
  margin: 0 !important;
}
.si-avatar-support-img {
  width: 24px !important;
  height: 24px !important;
  object-fit: contain !important;
}
.si-card-unread-dot {
  position: absolute !important;
  bottom: -1px !important;
  right: -1px !important;
  width: 10px !important;
  height: 10px !important;
  border-radius: 50% !important;
  background: #25d366 !important;
  border: 2px solid #ffffff !important;
  box-shadow: 0 1px 2px rgba(37,211,102,0.3) !important;
}
.si-card-online-dot {
  position: absolute !important;
  bottom: -1px !important;
  right: -1px !important;
  width: 10px !important;
  height: 10px !important;
  border-radius: 50% !important;
  background: #10b981 !important;
  border: 2px solid #ffffff !important;
}

.si-list-item-content {
  min-width: 0 !important;
  flex: 1 1 0% !important;
  display: flex !important;
  flex-direction: column !important;
  justify-content: center !important;
  gap: 2px !important;
}
.si-list-item-top {
  display: flex !important;
  justify-content: space-between !important;
  align-items: baseline !important;
  gap: 6px !important;
}
.si-list-subject {
  font-size: 13px !important;
  font-weight: 600 !important;
  color: #111b21 !important;
  white-space: nowrap !important;
  overflow: hidden !important;
  text-overflow: ellipsis !important;
  line-height: 1.3 !important;
  margin: 0 !important;
}
.si-list-item.unread .si-list-subject {
  font-weight: 700 !important;
  color: #0f172a !important;
}
.si-list-time {
  font-size: 10.5px !important;
  color: #667781 !important;
  white-space: nowrap !important;
  flex-shrink: 0 !important;
}
.si-list-item.unread .si-list-time {
  color: #00a884 !important;
  font-weight: 600 !important;
}

.si-list-item-preview-row {
  display: flex !important;
  justify-content: space-between !important;
  align-items: center !important;
  gap: 6px !important;
  min-height: 16px !important;
}
.si-list-preview {
  display: flex !important;
  align-items: center !important;
  gap: 4px !important;
  min-width: 0 !important;
  flex: 1 1 0% !important;
  font-size: 11.5px !important;
  color: #64748b !important;
  line-height: 1.3 !important;
  overflow: hidden !important;
}
.si-app .si-list-item .si-wa-ticks-wrap,
.si-merchant .si-list-item .si-wa-ticks-wrap,
.si-wa-ticks-wrap {
  display: inline-flex !important;
  align-items: center !important;
  flex-shrink: 0 !important;
  margin: 0 !important;
  color: #53bdeb !important;
}
.si-wa-ticks {
  width: 14px !important;
  height: 9px !important;
  display: inline-block !important;
  flex-shrink: 0 !important;
  vertical-align: middle !important;
}
.si-app .si-list-item .si-preview-text,
.si-merchant .si-list-item .si-preview-text,
.si-preview-text {
  display: inline !important;
  white-space: nowrap !important;
  overflow: hidden !important;
  text-overflow: ellipsis !important;
  margin: 0 !important;
  color: #64748b !important;
  font-size: 11.5px !important;
}
.si-list-item.unread .si-preview-text {
  color: #0f172a !important;
  font-weight: 500 !important;
}
.si-wa-unread-badge {
  background: #00a884 !important;
  color: #ffffff !important;
  font-size: 10px !important;
  font-weight: 700 !important;
  min-width: 17px !important;
  height: 17px !important;
  border-radius: 9px !important;
  display: inline-flex !important;
  align-items: center !important;
  justify-content: center !important;
  padding: 0 4px !important;
  flex-shrink: 0 !important;
  box-shadow: 0 1px 2px rgba(0, 168, 132, 0.25) !important;
}

.si-list-item-meta-row {
  display: flex !important;
  align-items: center !important;
  gap: 4px !important;
  overflow: hidden !important;
  margin-top: 1px !important;
}
.si-list-item-meta-row .si-ref-tag,
.si-ref-tag {
  font-family: ui-monospace, SFMono-Regular, Menlo, monospace !important;
  font-size: 9.5px !important;
  font-weight: 600 !important;
  color: #475569 !important;
  background: #f1f5f9 !important;
  border: 1px solid #e2e8f0 !important;
  padding: 1px 4px !important;
  border-radius: 3px !important;
  letter-spacing: 0.02em !important;
  line-height: 1.2 !important;
}
.si-list-item-meta-row .si-badge-category,
.si-badge-category {
  font-size: 9.5px !important;
  font-weight: 550 !important;
  padding: 1px 6px !important;
  border-radius: 8px !important;
  background: #e0f2fe !important;
  color: #0369a1 !important;
  display: inline-flex !important;
  align-items: center !important;
  line-height: 1.2 !important;
}
.si-badge-category.cat-payments { background: #ecfdf5 !important; color: #047857 !important; }
.si-badge-category.cat-payouts { background: #fef3c7 !important; color: #b45309 !important; }
.si-badge-category.cat-verification { background: #f3e8ff !important; color: #7e22ce !important; }
.si-badge-category.cat-api { background: #ede9fe !important; color: #6d28d9 !important; }
.si-badge-category.cat-account { background: #f1f5f9 !important; color: #334155 !important; }
.si-badge-category.cat-other { background: #f1f5f9 !important; color: #64748b !important; }

.si-list-item-meta-row .si-badge-status,
.si-badge-status {
  font-size: 9.5px !important;
  font-weight: 550 !important;
  padding: 1px 6px !important;
  border-radius: 8px !important;
  display: inline-flex !important;
  align-items: center !important;
  gap: 3px !important;
  background: #f1f5f9 !important;
  color: #475569 !important;
  line-height: 1.2 !important;
}
.si-badge-dot {
  width: 5px !important;
  height: 5px !important;
  border-radius: 50% !important;
  background: currentColor !important;
}
.si-badge-status.status-open, .si-badge-status.status-in_progress {
  background: #ecfdf5 !important;
  color: #059669 !important;
}
.si-badge-status.status-waiting, .si-badge-status.status-pending {
  background: #fffbeb !important;
  color: #d97706 !important;
}
.si-badge-status.status-resolved, .si-badge-status.status-closed {
  background: #f1f5f9 !important;
  color: #64748b !important;
}

/* Merchant Chat Area */
.si-merchant .si-detail {
  background: #efeae2;
  display: flex;
  flex-direction: column;
  min-width: 0;
  height: 100%;
}
.fx-chat-head {
  padding: 10px 18px;
  background: #f0f2f5;
  border-bottom: 1px solid #d1d7db;
  display: flex;
  align-items: center;
  gap: 12px;
  flex-shrink: 0;
}
.fx-chat-avatar {
  width: 36px;
  height: 36px;
  border-radius: 50%;
  background: #ffffff;
  border: 1px solid #d1d7db;
  display: flex;
  align-items: center;
  justify-content: center;
}
.fx-chat-contact {
  flex: 1;
  min-width: 0;
}
.fx-chat-contact h2 {
  margin: 0;
  font-size: 14.5px;
  font-weight: 700;
  color: #111b21;
}
.fx-chat-contact p {
  margin: 2px 0 0 0;
  font-size: 11px;
  color: #667781;
  white-space: nowrap;
  overflow: hidden;
  text-overflow: ellipsis;
}
.si-ref-code {
  background: #e2e8f0;
  padding: 1px 4px;
  border-radius: 4px;
  font-size: 10px;
}

/* Merchant Modal Dialog */
.si-new-modal {
  border: none;
  border-radius: 16px;
  box-shadow: 0 25px 50px -12px rgba(0, 0, 0, 0.25);
  padding: 0;
  max-width: 520px;
  width: 90vw;
  background: #ffffff;
}
.si-new-modal::backdrop {
  background: rgba(15, 23, 42, 0.5);
  backdrop-filter: blur(3px);
}
.si-modal-box {
  padding: 24px;
  display: flex;
  flex-direction: column;
  gap: 18px;
}
.si-modal-head {
  display: flex;
  justify-content: space-between;
  align-items: flex-start;
  padding-bottom: 12px;
  border-bottom: 1px solid #e2e8f0;
}
.si-modal-title {
  display: flex;
  align-items: center;
  gap: 10px;
}
.si-modal-title h3 {
  margin: 0;
  font-size: 16px;
  font-weight: 700;
  color: #0f172a;
}
.si-modal-title p {
  margin: 2px 0 0 0;
  font-size: 12px;
  color: #64748b;
}
.si-modal-close {
  background: none;
  border: none;
  font-size: 22px;
  color: #94a3b8;
  cursor: pointer;
  line-height: 1;
}
.si-modal-close:hover { color: #0f172a; }

.si-new-modal-form {
  display: flex;
  flex-direction: column;
  gap: 14px;
}
.si-new-modal-form label {
  display: flex;
  flex-direction: column;
  gap: 5px;
  font-size: 12px;
  font-weight: 600;
  color: #334155;
}
.si-new-modal-form input, .si-new-modal-form select, .si-new-modal-form textarea {
  padding: 9px 12px;
  font-size: 13px;
  border: 1px solid #cbd5e1;
  border-radius: 8px;
  font-family: inherit;
}
.si-new-modal-form input:focus, .si-new-modal-form select:focus, .si-new-modal-form textarea:focus {
  outline: none;
  border-color: #00a884;
  box-shadow: 0 0 0 2px rgba(0, 168, 132, 0.12);
}
.si-modal-actions {
  display: flex;
  justify-content: flex-end;
  gap: 8px;
  padding-top: 10px;
}

/* Empty State / Welcome in Merchant Desk */
.si-empty.si-select-empty {
  flex: 1;
  display: flex;
  flex-direction: column;
  align-items: center;
  justify-content: center;
  text-align: center;
  padding: 30px;
  gap: 12px;
}
.si-empty-graphic img {
  border-radius: 50%;
  box-shadow: 0 4px 14px rgba(0,0,0,0.06);
}
.si-empty.si-select-empty h2 {
  font-size: 20px;
  font-weight: 700;
  color: #111b21;
  margin: 0;
}
.si-empty.si-select-empty p {
  font-size: 13.5px;
  color: #667781;
  max-width: 420px;
  margin: 0;
  line-height: 1.5;
}
.si-help-topics {
  display: flex;
  align-items: center;
  gap: 8px;
  flex-wrap: wrap;
  justify-content: center;
  margin-top: 10px;
}
.si-topic-chip {
  padding: 8px 14px;
  font-size: 12px;
  font-weight: 600;
  border-radius: 20px;
  background: #ffffff;
  border: 1px solid #d1d7db;
  color: #334155;
  cursor: pointer;
  display: inline-flex;
  align-items: center;
  gap: 6px;
  transition: all 0.15s;
}
.si-topic-chip:hover {
  background: #e7fed9;
  border-color: #a7f3d0;
  color: #047857;
}

/* Mobile Responsive Adjustments for WhatsApp Workspace */
@media (max-width: 980px) {
  .si-whatsapp-workspace {
    grid-template-columns: 1fr;
    height: calc(100vh - 140px);
  }
  .si-whatsapp-workspace.has-active-chat .si-wa-left-pane {
    display: none;
  }
  .si-whatsapp-workspace.has-active-chat .si-wa-chat-pane {
    display: flex;
  }
  .si-whatsapp-workspace.has-active-chat .si-wa-back-btn {
    display: inline-flex;
  }
  .si-whatsapp-workspace.no-active-chat .si-wa-left-pane {
    display: flex;
  }
  .si-whatsapp-workspace.no-active-chat .si-wa-chat-pane {
    display: none;
  }
  .si-wa-drawer-pane {
    position: absolute;
    top: 0;
    right: 0;
    bottom: 0;
    z-index: 10;
    width: 290px;
    box-shadow: -4px 0 15px rgba(0,0,0,0.1);
  }

  /* Merchant Layout on Mobile / Tablets */
  .si-merchant .si-layout {
    grid-template-columns: 1fr;
    height: calc(100vh - 170px);
  }
  .si-merchant .si-layout.has-selection .si-list-panel {
    display: none !important;
  }
  .si-merchant .si-layout.has-selection .si-detail {
    display: flex !important;
    height: 100% !important;
    min-height: 0 !important;
  }
  .si-merchant .si-layout:not(.has-selection) .si-detail {
    display: none !important;
  }
  .si-merchant .si-layout:not(.has-selection) .si-list-panel {
    display: flex !important;
    width: 100% !important;
    border-right: 0 !important;
  }
  .si-merchant .si-layout:not(.has-selection) {
    height: calc(100dvh - 210px);
    min-height: 480px;
    border-radius: 12px;
  }

  /* Compact 3-Column Stats Row on Mobile */
  .si-conversations .si-conversation-stats {
    display: grid !important;
    grid-template-columns: repeat(3, 1fr) !important;
    gap: 8px !important;
    margin-bottom: 12px !important;
  }
  .si-conversations .si-stat-card {
    min-width: 0 !important;
    padding: 8px 10px !important;
    gap: 8px !important;
    border-radius: 10px !important;
  }
  .si-conversations .si-stat-icon {
    width: 30px !important;
    height: 30px !important;
    min-width: 30px !important;
  }
  .si-conversations .si-stat-icon svg {
    width: 15px !important;
    height: 15px !important;
  }
  .si-conversations .si-stat-info span {
    font-size: 10.5px !important;
  }
  .si-conversations .si-stat-info strong {
    font-size: 15px !important;
  }

  /* Admin Chat Header Mobile Fix (Prevent Collision/Overlap) */
  .si-wa-chat-head {
    display: flex !important;
    flex-direction: column !important;
    align-items: stretch !important;
    gap: 8px !important;
    padding: 8px 12px !important;
    min-height: auto !important;
  }
  .si-wa-contact {
    display: flex !important;
    align-items: center !important;
    gap: 10px !important;
    width: 100% !important;
    min-width: 0 !important;
  }
  .si-wa-contact-meta {
    flex: 1 1 0% !important;
    min-width: 0 !important;
  }
  .si-wa-chat-actions {
    display: flex !important;
    align-items: center !important;
    justify-content: flex-start !important;
    gap: 6px !important;
    width: 100% !important;
    overflow-x: auto !important;
    white-space: nowrap !important;
    scrollbar-width: none !important;
    -webkit-overflow-scrolling: touch !important;
    padding-top: 6px !important;
    border-top: 1px solid #e2e8f0 !important;
  }
  .si-wa-chat-actions::-webkit-scrollbar {
    display: none !important;
  }
  .si-quick-action-btns {
    display: flex !important;
    align-items: center !important;
    gap: 4px !important;
    flex-shrink: 0 !important;
  }
  .si-btn-workflow {
    padding: 3px 8px !important;
    font-size: 11px !important;
    height: 28px !important;
  }
  .si-mini-assign {
    display: flex !important;
    align-items: center !important;
    gap: 4px !important;
    flex-shrink: 0 !important;
  }
  .si-select-mini {
    padding: 2px 5px !important;
    font-size: 10.5px !important;
    height: 28px !important;
  }
  .si-btn-icon,
  .si-btn-drawer-toggle {
    height: 28px !important;
    font-size: 11px !important;
    padding: 3px 8px !important;
    flex-shrink: 0 !important;
  }

  /* Admin Chat Log Padding on Mobile */
  .si-chat-stream {
    padding: 10px 12px !important;
    gap: 4px !important;
  }
  .fx-bubble {
    max-width: 88% !important;
    min-width: 90px !important;
  }
}

@media (max-width: 600px) {
  .si-mini-assign {
    display: none !important;
  }
  .si-kbd-shortcut-tip {
    display: none !important;
  }
  .si-reply-mode-tabs {
    gap: 4px !important;
  }
}

/* User & Merchant Speech Bubbles Polish */
.si-app .fx-message.is-customer {
  background: #d9fdd3 !important;
  border: 1px solid #c7efbe !important;
  border-radius: 8px 0 8px 8px !important;
  color: #111b21 !important;
}
.si-app .fx-message.is-admin {
  background: #ffffff !important;
  border: 1px solid #e2e8f0 !important;
  border-radius: 0 8px 8px 8px !important;
  color: #111b21 !important;
  box-shadow: 0 1px 2px rgba(0, 0, 0, 0.06) !important;
}

/* Full Real-Time Live Status Indicator Styles */
.si-live.is-connected,
.si-live-pill.is-connected {
  color: #065f46 !important;
  background: #ecfdf5 !important;
  border-color: #a7f3d0 !important;
  box-shadow: 0 1px 2px rgba(16, 185, 129, 0.12) !important;
}
.si-live-dot {
  background: #10b981 !important;
  box-shadow: 0 0 0 3px rgba(16, 185, 129, 0.25) !important;
}
.si-live-dot.is-connecting {
  background: #f59e0b !important;
  box-shadow: 0 0 0 3px rgba(245, 158, 11, 0.25) !important;
}
.si-live-dot.is-offline {
  background: #94a3b8 !important;
  box-shadow: 0 0 0 3px rgba(148, 163, 184, 0.25) !important;
  animation: none !important;
}

/* Instant Optimistic UI Dispatch Styles */
.fx-bubble.is-optimistic,
.fx-message.is-optimistic {
  opacity: 0.88;
  position: relative;
  transition: opacity 0.2s ease;
}
.fx-bubble.is-failed,
.fx-message.is-failed {
  border-color: #fca5a5 !important;
  background: #fff1f2 !important;
}
.fx-send-failed {
  color: #dc2626;
  font-size: 11px;
  font-weight: 600;
  cursor: pointer;
  display: inline-flex;
  align-items: center;
  gap: 4px;
  padding: 2px 6px;
  border-radius: 4px;
  background: #fee2e2;
  transition: background 0.15s ease;
}
.fx-send-failed:hover {
  background: #fecaca;
  text-decoration: underline;
}
.fx-message-check {
  font-size: 12px;
  line-height: 1;
  color: #8696a0;
  margin-left: 4px;
  display: inline-flex;
  align-items: center;
}
.fx-message-check.is-confirmed {
  color: #53bdeb;
}