:root {
  color-scheme: light;
  --bg: #f4f2ec;
  --surface: #fbfaf6;
  --surface-soft: #efeae0;
  --ink: #33322c;
  --muted: #80796b;
  --line: #e0dac8;
  --line-strong: #c4bba4;
  --teal: #44635a;
  --teal-dark: #36514a;
  --blue: #5c7f74;
  --amber: #9c8a5e;
  --red: #a25c45;
  --green: #64785f;
  --shadow: 0 10px 30px rgba(60, 72, 62, 0.08);
  --radius: 10px;
  --font-sans: "Noto Sans SC", "Microsoft YaHei UI", "Microsoft YaHei", "PingFang SC", "Segoe UI", system-ui, sans-serif;
  --font-number: "DIN Alternate", "Segoe UI", sans-serif;
}

* { box-sizing: border-box; }
[hidden] { display: none !important; }

html { min-width: 320px; height: 100%; background: var(--bg); }
body {
  height: 100%; min-height: 100vh; margin: 0; overflow: hidden;
  color: var(--ink); font-family: var(--font-sans); font-size: 14px; font-weight: 400;
  line-height: 1.6; background:
    radial-gradient(900px 500px at 15% -10%, rgba(176,141,62,.07), transparent 60%),
    linear-gradient(180deg, var(--bg), #efeade);
}
button { font-family: inherit; }
textarea, input, select { font-family: inherit; font-size: 14px; color: var(--ink); }
textarea:focus, input:focus, select:focus { outline: 2px solid rgba(68,99,90,.35); outline-offset: 1px; }

.eyebrow { font-size: 11px; letter-spacing: .22em; color: var(--muted); margin: 0 0 2px; text-transform: uppercase; }
.section-label { font-size: 12px; color: var(--muted); margin-bottom: 6px; }

/* ── 登录 ── */
.login-screen {
  position: fixed; inset: 0; display: grid; place-items: center; z-index: 50;
  background: radial-gradient(700px 460px at 50% 30%, #fdfbf4, var(--bg) 75%);
}
.login-card {
  width: min(400px, calc(100vw - 40px)); background: var(--surface); border: 1px solid var(--line);
  border-radius: 16px; padding: 38px 34px 30px; box-shadow: var(--shadow); text-align: center;
}
.login-mark {
  width: 58px; height: 58px; margin: 0 auto 16px; border-radius: 14px; color: #fbfaf6;
  background: var(--teal); display: flex; align-items: center; justify-content: center;
}
.login-mark i { width: 26px; height: 26px; }
.login-card h1 { font-size: 22px; letter-spacing: .04em; margin: 0; }
.login-field { display: block; text-align: left; margin-top: 18px; }
.login-field span { display: block; font-size: 12.5px; color: var(--muted); margin-bottom: 6px; }
.login-field input {
  width: 100%; height: 46px; border: 1px solid var(--line); border-radius: 10px; padding: 0 14px;
  background: #fff;
}
.login-submit { margin-top: 24px; width: 100%; height: 48px; }
.login-note { font-size: 12px; color: var(--muted); margin: 16px 0 0; }

/* ── 顶栏 ── */
.app-shell { display: flex; flex-direction: column; height: 100vh; }
.topbar {
  display: flex; align-items: center; gap: 22px; padding: 0 22px; height: 62px; flex-shrink: 0;
  background: rgba(251,250,246,.92); backdrop-filter: blur(6px);
  border-bottom: 1px solid var(--line);
}
.brand { display: flex; align-items: center; gap: 12px; }
.brand-mark {
  width: 40px; height: 40px; border-radius: 11px; color: #fbfaf6; background: var(--teal);
  display: flex; align-items: center; justify-content: center;
}
.brand-mark i { width: 20px; height: 20px; }
.brand h1 { font-size: 16px; margin: 0; letter-spacing: .03em; }
.brand p { font-size: 11.5px; color: var(--muted); margin: 1px 0 0; }
.main-nav { display: flex; gap: 6px; margin-left: 8px; }
.nav-btn {
  display: flex; align-items: center; gap: 7px; border: 1px solid transparent; background: none;
  padding: 8px 14px; border-radius: 9px; cursor: pointer; font-size: 14px; color: var(--muted);
}
.nav-btn i { width: 16px; height: 16px; }
.nav-btn:hover { background: var(--surface-soft); color: var(--ink); }
.nav-btn.on { background: var(--teal); color: #fbfaf6; }
.topbar-tools { margin-left: auto; display: flex; align-items: center; gap: 12px; }
.search-box { display: flex; align-items: center; gap: 8px; background: #fff; border: 1px solid var(--line); border-radius: 999px; padding: 0 14px; height: 38px; }
.search-box i { width: 15px; height: 15px; color: var(--muted); }
.search-box input { border: none; background: none; width: 200px; }
.search-box input:focus { outline: none; }
.operator-chip {
  display: flex; align-items: center; gap: 8px; background: var(--surface-soft);
  border: 1px solid var(--line); border-radius: 999px; padding: 4px 8px 4px 14px; height: 38px;
}
.operator-chip i { width: 15px; height: 15px; color: var(--teal); }
.icon-button {
  width: 32px; height: 32px; border-radius: 8px; border: 1px solid transparent; background: none;
  cursor: pointer; color: var(--muted); display: flex; align-items: center; justify-content: center;
}
.icon-button:hover { background: var(--surface-soft); color: var(--ink); }
.icon-button i { width: 16px; height: 16px; }
.small-icon-button { width: 28px; height: 28px; }

/* ── 工作区 ── */
.workspace { flex: 1; overflow: auto; padding: 18px 22px 30px; }
.view { max-width: 1500px; margin: 0 auto; }

/* ── 流程步骤条 ── */
.flow-steps {
  display: flex; align-items: center; gap: 10px; background: var(--surface);
  border: 1px solid var(--line); border-radius: 12px; padding: 12px 20px; margin-bottom: 16px;
}
.flow-step { display: flex; align-items: center; gap: 9px; color: var(--muted); font-size: 13.5px; }
.flow-num {
  width: 24px; height: 24px; border-radius: 50%; border: 1.5px solid var(--line-strong);
  display: flex; align-items: center; justify-content: center; font-size: 12px; font-weight: 700; color: var(--muted);
}
.flow-step.on { color: var(--ink); font-weight: 600; }
.flow-step.on .flow-num { background: var(--teal); border-color: var(--teal); color: #fbfaf6; }
.flow-step.done .flow-num { background: var(--green); border-color: var(--green); color: #fbfaf6; }
.flow-arrow { color: var(--line-strong); display: flex; }
.flow-arrow i { width: 16px; height: 16px; }

/* ── 三栏工作台 ── */
.workbench-grid { display: grid; grid-template-columns: 260px 1fr 360px; gap: 14px; align-items: start; }
@media (max-width: 1100px) { .workbench-grid { grid-template-columns: 1fr; } }

.panel {
  background: var(--surface); border: 1px solid var(--line); border-radius: 14px;
  box-shadow: var(--shadow); overflow: hidden;
}
.panel-heading {
  display: flex; align-items: center; justify-content: space-between;
  padding: 14px 18px; border-bottom: 1px solid var(--line);
}
.panel-heading.compact { padding: 12px 18px; }
.panel-heading h2 { font-size: 15px; margin: 0; }
.panel-heading p { margin: 0; }

/* 左：工单队列 */
.queue-panel { display: flex; flex-direction: column; max-height: calc(100vh - 190px); }
/* 收起/展开工单列表 */
.queue-collapsed .queue-panel { display: none; }
.queue-collapsed .workbench-grid { grid-template-columns: 1fr 360px; }
.queue-expanded .queue-panel { display: flex; }
.queue-actions { display: flex; align-items: center; gap: 8px; }
.count-pill { background: var(--teal); color: #fbfaf6; border-radius: 999px; font-size: 12px; padding: 1px 10px; }
.queue-toggle-button { border: none; background: none; color: var(--muted); cursor: pointer; display: flex; align-items: center; gap: 4px; font-size: 12px; }
.queue-toggle-button i { width: 14px; height: 14px; }
.ticket-list { overflow: auto; flex: 1; padding: 10px; }
.ticket-card {
  border: 1px solid var(--line); border-radius: 10px; padding: 11px 12px; margin-bottom: 8px;
  cursor: pointer; background: #fff; transition: border-color .15s, box-shadow .15s;
}
.ticket-card:hover { border-color: var(--line-strong); }
.ticket-card.active { border-color: var(--teal); box-shadow: 0 0 0 2px rgba(68,99,90,.18); }
.ticket-title-row { display: flex; align-items: center; justify-content: space-between; gap: 8px; }
.ticket-title-row strong { font-size: 13px; }
.ticket-bottom { display: flex; align-items: center; justify-content: space-between; margin-top: 7px; font-size: 11.5px; color: var(--muted); }
.tag-row { display: flex; flex-wrap: wrap; gap: 5px; margin-top: 7px; }
.tag {
  font-size: 11px; padding: 1px 8px; border-radius: 999px; border: 1px solid var(--line);
  color: var(--muted); background: var(--surface-soft);
}
.tag.high { border-color: rgba(162,92,69,.5); color: var(--red); background: #f7ede7; }
.tag.normal { border-color: rgba(156,138,94,.5); color: var(--amber); background: #f6f1e4; }
.tag.ok { border-color: rgba(100,120,95,.5); color: var(--green); background: #edf1ea; }
.empty-state { text-align: center; color: var(--muted); font-size: 13px; padding: 34px 10px; }

/* 中：录入 */
.center-col { display: flex; flex-direction: column; gap: 14px; }
.intake-panel .panel-heading select {
  border: 1px solid var(--line); border-radius: 8px; padding: 6px 10px; background: #fff; color: var(--ink);
}
.intake-layout { display: grid; grid-template-columns: 190px 1fr; gap: 14px; padding: 14px 18px; }
@media (max-width: 640px) { .intake-layout { grid-template-columns: 1fr; } }
.column-title { display: flex; align-items: baseline; justify-content: space-between; margin-bottom: 8px; }
.column-title span { font-size: 13px; font-weight: 600; }
.column-title small { font-size: 11px; color: var(--muted); }
.upload-zone { display: block; cursor: pointer; }
.upload-zone input { display: none; }
.screenshot-preview {
  border: 1.5px dashed var(--line-strong); border-radius: 12px; min-height: 128px;
  display: flex; flex-direction: column; align-items: center; justify-content: center; gap: 6px;
  color: var(--muted); background: #fff; text-align: center; padding: 12px;
}
.screenshot-preview.has-image { border-style: solid; padding: 0; }
.screenshot-preview.has-image img { width: 100%; border-radius: 10px; display: block; }
.screenshot-preview i { width: 26px; height: 26px; color: var(--line-strong); }
.screenshot-preview strong { font-size: 13px; color: var(--ink); }
.screenshot-preview span { font-size: 11px; }
.preview-hint { font-size: 11px; color: var(--muted); text-align: center; margin-top: 6px; }
.screenshot-badge { position: relative; }
.full-width-button { width: 100%; margin-top: 8px; }
.secondary-button {
  border: 1px solid var(--line); background: #fff; color: var(--ink); border-radius: 9px;
  padding: 8px 14px; cursor: pointer; font-size: 13.5px; display: inline-flex; align-items: center; gap: 6px;
}
.secondary-button:hover { border-color: var(--line-strong); background: var(--surface-soft); }
.secondary-button i { width: 15px; height: 15px; }
.primary-button {
  border: none; background: var(--teal); color: #fbfaf6; border-radius: 9px; padding: 9px 16px;
  cursor: pointer; font-size: 13.5px; display: inline-flex; align-items: center; gap: 6px;
}
.primary-button:hover { background: var(--teal-dark); }
.primary-button:disabled { opacity: .55; cursor: not-allowed; }
.primary-button i { width: 15px; height: 15px; }
.source-column textarea {
  width: 100%; border: 1px solid var(--line); border-radius: 10px; padding: 10px 12px; resize: vertical;
  background: #fff; min-height: 96px;
}
.intake-meta-row { margin-top: 8px; }
.recognized-field { display: block; }
.recognized-field span { font-size: 12px; color: var(--muted); margin-right: 8px; }
.recognized-field input { border: 1px solid var(--line); border-radius: 8px; padding: 6px 10px; width: 220px; background: #fff; }
.intake-actions { display: flex; align-items: center; justify-content: space-between; margin-top: 10px; }
.intake-btns { display: flex; align-items: center; gap: 8px; }
.auto-status { font-size: 12px; color: var(--green); }

/* 详情（动态渲染） */
.ticket-detail-panel { padding: 16px 18px; }
.detail-grid { display: grid; grid-template-columns: 1fr 1fr; gap: 10px 18px; margin: 10px 0 14px; }
.detail-field { font-size: 13px; }
.detail-field span { color: var(--muted); margin-right: 8px; }
.detail-content { background: #fff; border: 1px solid var(--line); border-radius: 10px; padding: 12px 14px; font-size: 13.5px; margin-bottom: 12px; white-space: pre-wrap; }
.sentiment-track { height: 6px; background: var(--surface-soft); border-radius: 999px; overflow: hidden; margin: 6px 0 14px; }
.sentiment-fill { height: 100%; background: linear-gradient(90deg, var(--red), var(--amber), var(--green)); border-radius: 999px; }
.detail-drawer { border-top: 1px dashed var(--line); padding-top: 10px; margin-top: 6px; }
.detail-screenshot-button { margin-top: 8px; }
.text-button { border: none; background: none; color: var(--teal); cursor: pointer; font-size: 12.5px; display: inline-flex; align-items: center; gap: 5px; }
.text-button:hover { text-decoration: underline; }
.text-button i { width: 14px; height: 14px; }
.diagnosis-row { font-size: 13px; padding: 7px 0; border-bottom: 1px dashed var(--line); }
.diagnosis-row:last-child { border-bottom: none; }
.diagnosis-row strong { color: var(--teal); }

/* 右：答复 */
.assistant-panel { max-height: calc(100vh - 190px); overflow: auto; }
.reply-box { padding: 14px 16px; }
.reply-toolbar { display: flex; align-items: center; gap: 10px; font-size: 12px; color: var(--muted); margin-bottom: 8px; }
.reply-ticket-meta { margin-left: auto; }
.reply-box textarea {
  width: 100%; border: 1px solid var(--line); border-radius: 10px; padding: 12px 14px; resize: vertical;
  background: #fff; min-height: 170px; line-height: 1.7;
}
.reply-actions { display: flex; flex-wrap: wrap; gap: 8px; margin-top: 12px; }
.ok-button { border-color: rgba(100,120,95,.5); color: var(--green); }
.reference-drawer { border-top: 1px solid var(--line); padding: 12px 16px; }
.reference-drawer summary { cursor: pointer; font-size: 13px; font-weight: 600; color: var(--ink); }
.reference-drawer[open] summary { margin-bottom: 8px; }
.reference-box, .reference-grid, .reply-history-list { font-size: 13px; }
.reference-heading { font-size: 12.5px; font-weight: 600; color: var(--teal); margin: 10px 0 6px; }
.reference-column { margin-bottom: 6px; }
.knowledge-list { display: flex; flex-direction: column; gap: 8px; }
.knowledge-item { background: #fff; border: 1px solid var(--line); border-radius: 9px; padding: 9px 12px; font-size: 12.5px; }
.knowledge-item h3 { font-size: 13px; margin: 0 0 3px; }
.reply-history-list { display: flex; flex-direction: column; gap: 8px; }
.reply-history-item { background: #fff; border: 1px solid var(--line); border-radius: 9px; padding: 9px 12px; font-size: 12.5px; }
.reply-history-item span { color: var(--muted); font-size: 11.5px; }
.reply-history-item p { margin: 4px 0 0; }
.history-heading { font-size: 12.5px; font-weight: 600; color: var(--teal); margin: 8px 0 6px; }
.history-empty { color: var(--muted); font-size: 12.5px; padding: 8px 0; }

/* ── 知识库视图 ── */
.kb-panel { padding-bottom: 24px; }
.kb-heading { margin-bottom: 6px; }
.learn-badge { font-size: 12px; color: var(--teal); background: var(--surface-soft); border: 1px solid var(--line); border-radius: 999px; padding: 3px 12px; }
.kb-grid { display: grid; grid-template-columns: 1fr 1fr 1fr; gap: 16px; padding: 16px 18px; }
@media (max-width: 1000px) { .kb-grid { grid-template-columns: 1fr; } }
.kb-col { min-width: 0; }
.kb-col-head { display: flex; align-items: center; justify-content: space-between; margin-bottom: 8px; }
.kb-col-head h3 { display: flex; align-items: center; gap: 7px; font-size: 14px; margin: 0; }
.kb-col-head h3 i { width: 15px; height: 15px; color: var(--teal); }
.mini-upload { display: inline-flex; align-items: center; gap: 5px; font-size: 12px; color: var(--teal); cursor: pointer; }
.mini-upload input { display: none; }
.mini-upload i { width: 14px; height: 14px; }
.kb-col textarea {
  width: 100%; border: 1px solid var(--line); border-radius: 10px; padding: 10px 12px; resize: vertical;
  background: #fff; font-size: 13px;
}
.policy-catalog-list { display: flex; flex-direction: column; gap: 6px; margin-bottom: 8px; }
.policy-catalog-title {
  background: #fff; border: 1px solid var(--line); border-radius: 8px; padding: 6px 10px; font-size: 12.5px;
  display: flex; justify-content: space-between; gap: 8px;
}
.policy-catalog-title small { color: var(--muted); font-size: 11px; white-space: nowrap; }
.policy-catalog-empty { color: var(--muted); font-size: 12.5px; padding: 6px 0; }
.learning-control { display: flex; align-items: center; justify-content: space-between; margin-top: 10px; }
.switch-line { display: flex; align-items: center; gap: 7px; font-size: 12.5px; color: var(--muted); }
.compact-button { padding: 5px 10px; font-size: 12px; }
.source-list { font-size: 12px; color: var(--muted); margin-top: 8px; }
.learning-stats { font-size: 12px; color: var(--muted); margin-top: 6px; }
.kb-faqs, .kb-channels { display: flex; flex-direction: column; gap: 8px; margin-bottom: 14px; }
.kb-empty { color: var(--muted); font-size: 12.5px; }
.kb-faqs .faq-item { background: #fff; border: 1px solid var(--line); border-radius: 9px; padding: 9px 12px; font-size: 12.5px; }
.kb-faqs .faq-item b { display: block; margin-bottom: 3px; color: var(--ink); }
.kb-channels .channel-item { background: #fff; border: 1px solid var(--line); border-radius: 9px; padding: 8px 12px; font-size: 12.5px; }
.kb-channels .channel-item b { color: var(--teal); }

/* ── 图片模态 ── */
.image-modal { position: fixed; inset: 0; z-index: 100; display: grid; place-items: center; }
.image-modal-backdrop { position: absolute; inset: 0; background: rgba(40,38,32,.55); }
.image-modal-panel {
  position: relative; background: var(--surface); border-radius: 14px; max-width: min(860px, calc(100vw - 60px));
  max-height: calc(100vh - 80px); overflow: auto; box-shadow: 0 24px 60px rgba(0,0,0,.25);
}
.image-modal-header { display: flex; align-items: center; justify-content: space-between; padding: 14px 18px; border-bottom: 1px solid var(--line); }
.image-modal-header h2 { font-size: 15px; margin: 0; }
.image-modal-body { padding: 16px; }
.image-modal-body img { display: block; max-width: 100%; border-radius: 8px; }

/* ── Toast ── */
.toast {
  position: fixed; left: 50%; bottom: 34px; transform: translateX(-50%);
  background: var(--ink); color: #f6f3ea; padding: 10px 20px; border-radius: 999px;
  font-size: 13.5px; box-shadow: 0 10px 30px rgba(0,0,0,.2); z-index: 200; opacity: 0;
  pointer-events: none; transition: opacity .2s; max-width: min(560px, calc(100vw - 40px));
}
.toast.show { opacity: 1; }

/* ── 滚动条 ── */
::-webkit-scrollbar { width: 8px; height: 8px; }
::-webkit-scrollbar-thumb { background: var(--line-strong); border-radius: 999px; }
::-webkit-scrollbar-track { background: transparent; }