/* Hallmark · app UI · theme: studied-DNA (source: user's Zendesk Agent Workspace screenshots)
 * paper oklch(99.5% 0 0) · rail oklch(97% 0.003 250) · active/dark oklch(25% 0.015 250) · link oklch(50% 0.14 250)
 * display + body: system UI stack (matches reference) · motion: opacity/transform only, reduced-motion aware
 */
:root {
  --color-paper: oklch(99.5% 0 0);
  --color-canvas: oklch(97% 0.003 250);
  --color-hover: oklch(94.5% 0.004 250);
  --color-selected: oklch(93% 0.02 250);
  --color-line: oklch(90% 0.005 250);
  --color-line-strong: oklch(80% 0.008 250);
  --color-ink: oklch(24% 0.012 250);
  --color-ink-2: oklch(46% 0.012 250);
  --color-ink-3: oklch(60% 0.01 250);
  --color-dark: oklch(25% 0.015 250);
  --color-dark-hover: oklch(32% 0.015 250);
  --color-on-dark: oklch(98% 0 0);
  --color-link: oklch(50% 0.14 250);
  --color-focus: oklch(55% 0.17 250);
  --color-danger: oklch(52% 0.19 25);
  --color-success: oklch(58% 0.14 150);
  --color-warning: var(--color-s-new-strong); /* pending checklist */
  --color-star: oklch(76% 0.16 80);
  --color-backdrop: oklch(20% 0.02 250 / 0.45);
  --color-note: oklch(96.5% 0.05 90);
  --color-note-line: oklch(85% 0.1 85);
  --color-note-ink: oklch(45% 0.1 75);
  --color-bubble: oklch(96.5% 0.02 190);
  --color-avatar: oklch(92% 0.03 190);
  --color-avatar-ink: oklch(35% 0.06 190);
  --color-s-new: oklch(76% 0.15 65);
  --color-s-new-ink: oklch(30% 0.06 60);
  --color-s-new-strong: oklch(56% 0.15 55);
  --color-s-open: oklch(55% 0.2 25);
  --color-s-pending: oklch(55% 0.15 250);
  --color-s-solved: oklch(62% 0.01 250);
  --color-s-closed: oklch(40% 0.01 250);
  --color-s-cancelled: oklch(52% 0.03 30);
  --color-shadow: oklch(20% 0.02 250 / 0.14);

  --font-body: system-ui, -apple-system, "Segoe UI", Roboto, "Helvetica Neue", Arial, sans-serif;

  --text-xs: 0.75rem;
  --text-sm: 0.8125rem;
  --text-md: 0.875rem;
  --text-lg: 1rem;
  --text-xl: 1.25rem;

  --space-xs: 4px;
  --space-sm: 8px;
  --space-md: 12px;
  --space-lg: 16px;
  --space-xl: 24px;
  --space-2xl: 32px;

  --radius-sm: 4px;
  --radius-md: 6px;
  --radius-lg: 8px;
  --shadow-pop: 0 6px 24px var(--color-shadow), 0 1px 3px var(--color-shadow);

  --ease-out: cubic-bezier(0.2, 0.8, 0.2, 1);
  --dur-fast: 120ms;
}

*, *::before, *::after { box-sizing: border-box; }
html, body { overflow-x: clip; }
body {
  margin: 0;
  font: var(--text-md) / 1.45 var(--font-body);
  color: var(--color-ink);
  background: var(--color-paper);
  -webkit-font-smoothing: antialiased;
}
h1, h2, h3 { font-style: normal; margin: 0; line-height: 1.25; }
h1 { font-size: var(--text-xl); font-weight: 600; }
h2 { font-size: var(--text-lg); font-weight: 600; }
h3 { font-size: var(--text-md); font-weight: 600; }
a { color: var(--color-link); }
button, input, select, textarea { font: inherit; color: inherit; }
[hidden] { display: none !important; }
.muted { color: var(--color-ink-2); }
.icon { fill: none; stroke: currentColor; stroke-width: 1.8; stroke-linecap: round; stroke-linejoin: round; flex: none; }

:focus-visible { outline: 2px solid var(--color-focus); outline-offset: 2px; }

/* Buttons: default · hover · focus · active · disabled · loading */
.btn {
  display: inline-flex; align-items: center; justify-content: center; gap: var(--space-xs);
  min-height: 34px; padding: 0 var(--space-lg);
  border: 1px solid var(--color-line-strong); border-radius: var(--radius-md);
  background: var(--color-paper); color: var(--color-ink);
  font-weight: 500; white-space: nowrap; cursor: pointer; text-decoration: none;
  transition: background-color var(--dur-fast) var(--ease-out);
}
.btn:hover { background: var(--color-hover); }
.btn:active { transform: translateY(1px); }
.btn:disabled { opacity: 0.55; cursor: not-allowed; transform: none; }
.btn[data-state="loading"] { cursor: progress; }
.btn-primary { background: var(--color-dark); border-color: var(--color-dark); color: var(--color-on-dark); }
.btn-primary:hover { background: var(--color-dark-hover); }
.btn-link { border: 0; background: none; padding: 0; color: var(--color-link); text-decoration: underline; cursor: pointer; font-size: var(--text-xs); }
.icon-btn {
  display: inline-grid; place-items: center; width: 34px; height: 34px; flex: none;
  border: 0; border-radius: var(--radius-md); background: transparent; color: var(--color-ink-2); cursor: pointer;
}
.icon-btn:hover { background: var(--color-hover); color: var(--color-ink); }

/* Form fields */
.field { display: grid; gap: var(--space-xs); min-width: 0; }
.field > span { font-size: var(--text-sm); font-weight: 600; }
.field-row { display: grid; grid-template-columns: minmax(0, 1fr) minmax(0, 1fr); gap: var(--space-md); }
.input {
  width: 100%; min-height: 34px; padding: 6px var(--space-sm);
  border: 1px solid var(--color-line-strong); border-radius: var(--radius-sm);
  background: var(--color-paper);
}
.input:hover { border-color: var(--color-ink-3); }
.input:disabled, .input[readonly] { background: var(--color-canvas); color: var(--color-ink-2); }
.input[aria-invalid="true"] { border-color: var(--color-danger); }
textarea.input { resize: vertical; min-height: 120px; line-height: 1.5; }

/* Status badge */
.badge {
  display: inline-block; padding: 1px 6px; border-radius: var(--radius-sm);
  font-size: var(--text-xs); font-weight: 600; line-height: 1.5; color: var(--color-on-dark); white-space: nowrap;
}
.s-new { background: var(--color-s-new); color: var(--color-s-new-ink); }
.s-open { background: var(--color-s-open); }
.s-pending { background: var(--color-s-pending); }
.s-solved { background: var(--color-s-solved); }
.s-closed { background: var(--color-s-closed); }
.s-cancelled { background: var(--color-s-cancelled); }
.dot { display: inline-block; width: 10px; height: 10px; border-radius: 2px; flex: none; }

.avatar {
  display: inline-grid; place-items: center; width: 32px; height: 32px; flex: none;
  border-radius: 50%; background: var(--color-avatar); color: var(--color-avatar-ink);
  font-size: var(--text-xs); font-weight: 700;
}
.avatar.is-agent { background: var(--color-dark); color: var(--color-on-dark); }

/* Conversation */
.msg { display: flex; gap: var(--space-md); padding: var(--space-lg) 0; }
.msg + .msg { border-top: 1px solid var(--color-line); }
.msg-main { min-width: 0; flex: 1; }
.msg-head { display: flex; align-items: baseline; gap: var(--space-sm); margin-bottom: var(--space-sm); }
.msg-head time { color: var(--color-ink-2); font-size: var(--text-xs); }
.msg-body { white-space: pre-wrap; overflow-wrap: anywhere; padding: var(--space-md) var(--space-lg); border-radius: var(--radius-md); background: var(--color-bubble); }
.msg-img { display: block; margin: var(--space-sm) 0; padding: 0; border: 1px solid var(--color-line); border-radius: var(--radius-md); background: var(--color-paper); cursor: zoom-in; overflow: hidden; max-width: min(100%, 720px); }
.msg-img img { display: block; max-width: 100%; max-height: 480px; height: auto; }
.msg-img:hover { border-color: var(--color-link); }
.msg.is-agent .msg-body { background: var(--color-canvas); }
.msg.is-internal .msg-body { background: var(--color-note); border: 1px solid var(--color-note-line); }
.tag-internal { font-size: var(--text-xs); font-weight: 600; color: var(--color-note-ink); }
.via-mail { display: inline-flex; align-items: center; gap: 3px; align-self: center; padding: 0 7px; border-radius: 999px; font-size: var(--text-xs); font-weight: 600; color: var(--color-link); background: color-mix(in oklab, var(--color-link) 10%, transparent); }
.attachments { list-style: none; margin: var(--space-sm) 0 0; padding: 0; display: flex; flex-wrap: wrap; gap: var(--space-sm); font-size: var(--text-sm); }
.att {
  display: inline-flex; align-items: center; gap: var(--space-sm); max-width: 100%;
  padding: var(--space-xs) var(--space-xs) var(--space-xs) var(--space-md);
  border: 1px solid var(--color-line); border-radius: var(--radius-md); background: var(--color-paper);
}
.att.is-image { padding-left: var(--space-xs); }
.att-link { display: inline-flex; align-items: center; gap: var(--space-xs); min-width: 0; }
.att-name { overflow: hidden; text-overflow: ellipsis; white-space: nowrap; max-width: 260px; }
.att-meta { display: grid; min-width: 0; line-height: 1.3; }
.att-meta .muted { font-size: var(--text-xs); }
.att-thumb { flex: none; width: 56px; height: 42px; padding: 0; border: 0; border-radius: var(--radius-sm); overflow: hidden; background: var(--color-canvas); cursor: zoom-in; }
.att-thumb img { width: 100%; height: 100%; object-fit: cover; display: block; }
.att-save { display: grid; place-items: center; width: 30px; height: 30px; flex: none; border-radius: var(--radius-sm); color: var(--color-ink-2); }
.att-save:hover { background: var(--color-hover); color: var(--color-ink); }

/* Image preview */
.lightbox { width: min(1100px, 100vw - 32px); max-height: calc(100dvh - 32px); padding: 0; border: 0; border-radius: var(--radius-lg); background: var(--color-dark); color: var(--color-on-dark); overflow: hidden; }
.lightbox::backdrop { background: var(--color-backdrop); }
.lightbox-bar { display: flex; align-items: center; gap: var(--space-sm); padding: var(--space-sm) var(--space-sm) var(--space-sm) var(--space-lg); }
.lightbox-bar .att-name { flex: 1; max-width: none; }
.lightbox-btn { display: inline-flex; align-items: center; gap: var(--space-xs); height: 34px; padding: 0 var(--space-md); border: 0; border-radius: var(--radius-md); background: transparent; color: inherit; text-decoration: none; cursor: pointer; font: inherit; }
.lightbox-btn:hover { background: var(--color-dark-hover); }
.lightbox img { display: block; max-width: 100%; max-height: calc(100dvh - 90px); margin: 0 auto; object-fit: contain; }

/* Ticket number: soft chip tinted by status (same feel as the time chip) */
.tno { display: inline-block; padding: 0 5px; border-radius: 3px; background: color-mix(in oklch, currentColor 13%, var(--color-paper)); font-size: var(--text-xs); font-weight: 600; line-height: 1.6; white-space: nowrap; }

/* Drag-and-drop attachments */
.drop { display: grid; gap: var(--space-sm); }
.drop-box {
  display: grid; justify-items: center; gap: var(--space-xs); padding: var(--space-lg);
  border: 1.5px dashed var(--color-line-strong); border-radius: var(--radius-lg); background: var(--color-canvas);
  color: var(--color-ink-2); text-align: center; font-size: var(--text-sm);
  transition: border-color var(--dur-fast) var(--ease-out), background-color var(--dur-fast) var(--ease-out);
}
.drop-box .icon { color: var(--color-link); }
.is-drop { border-color: var(--color-link) !important; background: var(--color-selected) !important; }
textarea.is-drop, .composer.is-drop { outline: 2px dashed var(--color-link); outline-offset: -2px; }
.link-btn { border: 0; padding: 0; background: none; color: var(--color-link); font: inherit; text-decoration: underline; cursor: pointer; }
.drop-files { list-style: none; margin: 0; padding: 0; display: flex; flex-wrap: wrap; gap: var(--space-sm); }
.drop-files:empty { display: none; }
.drop-files li { display: inline-flex; align-items: center; gap: var(--space-xs); padding: 2px 2px 2px var(--space-sm); border: 1px solid var(--color-line); border-radius: var(--radius-md); background: var(--color-paper); font-size: var(--text-sm); }
.drop-remove { display: grid; place-items: center; width: 24px; height: 24px; border: 0; border-radius: var(--radius-sm); background: none; color: var(--color-ink-2); cursor: pointer; }
.drop-remove:hover { background: var(--color-hover); color: var(--color-danger); }
.tno[data-s="new"] { color: var(--color-s-new-strong); }
.tno[data-s="open"] { color: var(--color-s-open); }
.tno[data-s="pending"] { color: var(--color-s-pending); }
.tno[data-s="solved"] { color: var(--color-s-solved); }
.tno[data-s="closed"] { color: var(--color-s-closed); }
.tno[data-s="cancelled"] { color: var(--color-s-cancelled); }

/* Toasts */
.toasts { position: fixed; bottom: var(--space-xl); left: 50%; translate: -50% 0; display: grid; gap: var(--space-sm); z-index: 100; }
.toast {
  padding: var(--space-sm) var(--space-lg); border-radius: var(--radius-md);
  background: var(--color-dark); color: var(--color-on-dark); box-shadow: var(--shadow-pop);
  animation: toast-in 160ms var(--ease-out);
}
.toast.is-error { background: var(--color-danger); }
@keyframes toast-in { from { opacity: 0; transform: translateY(6px); } }

.empty { padding: var(--space-2xl); text-align: center; color: var(--color-ink-2); }

@media (prefers-reduced-motion: reduce) {
  *, *::before, *::after { animation-duration: 1ms !important; transition-duration: 1ms !important; }
}

/* Agent-only time chips on messages */
.msg-time { display: flex; flex-wrap: wrap; gap: var(--space-xs); margin-top: var(--space-sm); }
.time-chip { display: inline-flex; align-items: center; gap: 6px; padding: 2px 4px 2px 8px; border: 1px solid var(--color-line); border-radius: 999px; background: var(--color-paper); font-size: var(--text-xs); color: var(--color-ink-2); }
.time-chip b { color: var(--color-ink); }
.time-chip .icon { color: var(--color-link); }
.chip-btn { display: inline-grid; place-items: center; width: 22px; height: 22px; padding: 0; border: 0; border-radius: 50%; background: none; color: var(--color-ink-3); cursor: pointer; }
.chip-btn:hover { background: var(--color-hover); color: var(--color-ink); }

/* Dropdowns (<select>) styled like our menus. Customizable select is Chromium 135+ (Edge/Chrome);
   other browsers keep the native list, same behavior. */
@supports (appearance: base-select) {
  select, ::picker(select) { appearance: base-select; }
  select { display: flex; align-items: center; gap: var(--space-sm); cursor: pointer; }
  select::picker-icon {
    content: ""; width: 16px; height: 16px; flex: none; margin-left: auto;
    background: currentColor; color: var(--color-ink-2);
    mask: url("data:image/svg+xml,%3Csvg xmlns='http://www.w3.org/2000/svg' viewBox='0 0 24 24' fill='none' stroke='black' stroke-width='2' stroke-linecap='round' stroke-linejoin='round'%3E%3Cpath d='m6 9 6 6 6-6'/%3E%3C/svg%3E") center / contain no-repeat;
    transition: rotate var(--dur-fast) var(--ease-out);
  }
  select:open::picker-icon { rotate: 180deg; }
  ::picker(select) {
    margin-block: 4px; padding: var(--space-xs); max-height: min(340px, 60dvh); overflow-y: auto;
    border: 1px solid var(--color-line); border-radius: var(--radius-lg);
    background: var(--color-paper); color: var(--color-ink); box-shadow: var(--shadow-pop);
    opacity: 1; transition: opacity var(--dur-fast) var(--ease-out), display var(--dur-fast) allow-discrete, overlay var(--dur-fast) allow-discrete;
  }
  ::picker(select):popover-open { @starting-style { opacity: 0; } }
  option {
    display: flex; align-items: center; gap: var(--space-sm);
    min-height: 36px; padding: var(--space-sm) var(--space-md); border-radius: var(--radius-sm);
    font-size: var(--text-md); cursor: pointer; white-space: nowrap;
  }
  option:hover, option:focus-visible { background: var(--color-hover); outline: none; }
  option:checked { font-weight: 600; }
  option::checkmark { order: 1; margin-left: auto; color: var(--color-link); }
  option:disabled { color: var(--color-ink-3); cursor: not-allowed; }
  optgroup { padding-top: var(--space-xs); font-size: var(--text-xs); font-weight: 700; color: var(--color-ink-2); }
  optgroup option { font-size: var(--text-md); font-weight: 400; color: var(--color-ink); }
  optgroup + optgroup { margin-top: var(--space-xs); border-top: 1px solid var(--color-line); }
}

/* Checklist saved into the conversation (card). Green accent when complete, amber when pending. */
.ckr { --ckr: var(--color-success); display: grid; gap: 0; border: 1px solid var(--color-line); border-left: 4px solid var(--ckr); border-radius: var(--radius-lg); background: var(--color-paper); overflow: hidden; box-shadow: 0 1px 2px var(--color-shadow); }
.ckr.is-pending { --ckr: var(--color-s-new); }
.ckr-head { display: flex; align-items: center; gap: var(--space-md); padding: var(--space-md) var(--space-lg); background: color-mix(in oklab, var(--ckr) 7%, var(--color-paper)); }
.ckr-ic { display: grid; place-items: center; width: 34px; height: 34px; flex: none; border-radius: 10px; color: var(--ckr); background: color-mix(in oklab, var(--ckr) 16%, transparent); }
.ckr-title { display: grid; min-width: 0; line-height: 1.25; }
.ckr-title small { font-size: var(--text-xs); font-weight: 700; letter-spacing: .06em; text-transform: uppercase; color: var(--color-ink-2); }
.ckr-title b { font-size: var(--text-md); overflow-wrap: anywhere; }
.ckr-badge { margin-left: auto; display: inline-flex; align-items: center; gap: 4px; padding: 3px 10px; border-radius: 999px; font-size: var(--text-xs); font-weight: 700; color: #fff; background: var(--ckr); white-space: nowrap; }
.ckr-progress { display: flex; align-items: center; gap: var(--space-md); padding: var(--space-sm) var(--space-lg); border-bottom: 1px solid var(--color-line); }
.ckr-bar { flex: 1; height: 6px; border-radius: 999px; background: var(--color-hover); overflow: hidden; }
.ckr-bar i { display: block; height: 100%; border-radius: inherit; background: var(--ckr); }
.ckr-count { font-size: var(--text-xs); font-weight: 600; color: var(--color-ink-2); font-variant-numeric: tabular-nums; white-space: nowrap; }
.ckr-block, .ckr-note { padding: var(--space-md) var(--space-lg); border-bottom: 1px solid var(--color-line); }
.ckr-block:last-child, .ckr-note:last-child { border-bottom: 0; }
.ckr h4 { margin: 0 0 var(--space-sm); font-size: var(--text-xs); font-weight: 700; letter-spacing: .06em; text-transform: uppercase; color: var(--color-ink-2); }
.ckr-acts { list-style: none; margin: 0; padding: 0; display: grid; gap: 6px; font-size: var(--text-sm); }
.ckr-acts li { display: flex; align-items: center; gap: var(--space-sm); color: var(--color-ink-2); }
.ckr-acts li.is-on { color: var(--color-ink); }
.ckr-mark { display: grid; place-items: center; width: 18px; height: 18px; flex: none; border: 1.5px solid var(--color-line-strong); border-radius: 5px; color: #fff; }
.ckr-acts li.is-on .ckr-mark { border-color: var(--color-success); background: var(--color-success); }
.ckr-req { margin-left: auto; font-size: var(--text-xs); font-weight: 600; color: var(--color-danger); }
.ckr-fields { display: grid; grid-template-columns: minmax(120px, max-content) minmax(0, 1fr); gap: 6px var(--space-lg); margin: 0; font-size: var(--text-sm); }
.ckr-fields dt { color: var(--color-ink-2); }
.ckr-fields dd { margin: 0; font-weight: 600; overflow-wrap: anywhere; }
.ckr-chips { display: inline-flex; flex-wrap: wrap; gap: 4px; }
.ckr-chip { padding: 1px 8px; border-radius: 999px; font-size: var(--text-xs); font-weight: 600; background: var(--color-hover); color: var(--color-ink); }
.ckr-note p { margin: 0; font-size: var(--text-sm); white-space: pre-wrap; overflow-wrap: anywhere; }
.msg.is-internal .ckr { border-style: dashed; border-left-style: solid; }
@media (max-width: 560px) { .ckr-fields { grid-template-columns: 1fr; gap: 2px; } .ckr-fields dd { margin-bottom: 6px; } }
.msg-edited { font-size: var(--text-xs); color: var(--color-ink-3); font-style: italic; }

/* ask() / askText(): the site's confirm & prompt */
.ask { --tone: var(--color-danger); width: min(440px, calc(100vw - 32px)); padding: 0; border: 0; border-radius: 14px; background: var(--color-paper); color: var(--color-ink); box-shadow: 0 24px 64px oklch(20% 0.02 250 / .28), 0 2px 8px var(--color-shadow); }
.ask.is-warning { --tone: oklch(68% 0.16 65); }
.ask.is-info { --tone: var(--color-link); }
.ask::backdrop { background: oklch(20% 0.02 250 / .38); backdrop-filter: blur(2px); }
.ask[open] { animation: ask-in .16s ease-out; }
@keyframes ask-in { from { opacity: 0; transform: translateY(6px) scale(.97); } to { opacity: 1; transform: none; } }
@media (prefers-reduced-motion: reduce) { .ask[open] { animation: none; } }
.ask-box { display: grid; grid-template-columns: auto minmax(0, 1fr); gap: 4px var(--space-lg); padding: var(--space-xl) var(--space-xl) var(--space-lg); }
.ask-ic { grid-row: span 2; display: grid; place-items: center; width: 42px; height: 42px; border-radius: 12px; color: var(--tone); background: color-mix(in oklab, var(--tone) 13%, transparent); }
.ask-text { display: grid; gap: 6px; min-width: 0; }
.ask-text h2 { margin: 0; font-size: 1.05rem; font-weight: 700; line-height: 1.3; overflow-wrap: anywhere; }
.ask-text p { margin: 0; font-size: var(--text-md); line-height: 1.5; color: var(--color-ink-2); }
.ask-field { margin-top: 6px; width: 100%; }
.ask-actions { grid-column: 1 / -1; display: flex; justify-content: flex-end; gap: var(--space-sm); margin-top: var(--space-lg); padding-top: var(--space-md); border-top: 1px solid var(--color-line); }
.ask .btn-danger { background: var(--color-danger); border-color: var(--color-danger); color: #fff; }
.ask .btn-danger:hover { filter: brightness(.93); }