*{margin:0;padding:0;box-sizing:border-box}:root{--bg: #f5f6fa;--panel: #ffffff;--border: #e6e8ef;--text: #1f2430;--text-2: #6b7280;--primary: #6366f1;--primary-d: #4f46e5;--primary-soft: #eef0ff;--green: #16a34a;--green-soft: #e7f6ec;--amber: #d97706;--amber-soft: #fdf2e2;--red: #dc2626;--red-soft: #fdeaea;--gray-soft: #f1f2f6;--shadow: 0 1px 3px rgba(20, 25, 40, .08), 0 6px 24px rgba(20, 25, 40, .06);--radius: 14px}html,body,#root{height:100%;width:100%}body{font-family:-apple-system,BlinkMacSystemFont,Segoe UI,PingFang SC,Hiragino Sans GB,Microsoft YaHei,Helvetica Neue,Arial,sans-serif;background:var(--bg);color:var(--text);-webkit-font-smoothing:antialiased}::-webkit-scrollbar{width:7px;height:7px}::-webkit-scrollbar-thumb{background:#cfd3df;border-radius:4px}::-webkit-scrollbar-thumb:hover{background:#b3b9c9}.embed-shell{height:100%;background:var(--bg)}.embed-actions{display:flex;gap:8px;justify-content:flex-end;padding:10px 20px 0}.app-shell{height:100%;display:flex;flex-direction:column}.app-nav{height:56px;flex:0 0 56px;display:flex;align-items:center;justify-content:space-between;padding:0 20px;background:var(--panel);border-bottom:1px solid var(--border)}.app-brand{display:flex;align-items:center;gap:10px}.brand-logo{width:30px;height:30px;border-radius:8px;background:var(--primary);color:#fff;display:grid;place-items:center;font-weight:700;font-size:15px}.brand-name{font-weight:700;font-size:16px}.app-nav-links{display:flex;gap:6px}.nav-link{padding:7px 14px;border-radius:9px;color:var(--text-2);text-decoration:none;font-size:14px;font-weight:500;transition:all .15s}.nav-link:hover{background:var(--gray-soft);color:var(--text)}.nav-link.active{background:var(--primary-soft);color:var(--primary-d)}.app-main{flex:1;min-height:0;overflow:hidden}.btn{display:inline-flex;align-items:center;justify-content:center;gap:6px;padding:9px 16px;border-radius:10px;border:1px solid var(--border);background:var(--panel);color:var(--text);font-size:14px;font-weight:600;cursor:pointer;transition:all .15s;white-space:nowrap}.btn:hover{border-color:#c8ccda;background:var(--gray-soft)}.btn-primary{background:var(--primary);border-color:var(--primary);color:#fff}.btn-primary:hover{background:var(--primary-d);border-color:var(--primary-d)}.btn-ghost{background:transparent;border-color:transparent;color:var(--text-2)}.btn-ghost:hover{background:var(--gray-soft);color:var(--text)}.btn:disabled{opacity:.5;cursor:not-allowed}.btn-sm{padding:6px 12px;font-size:13px;border-radius:8px}.chat-wrap{height:100%;display:flex;flex-direction:column;max-width:860px;margin:0 auto}.chat-head{padding:14px 20px;border-bottom:1px solid var(--border);display:flex;align-items:center;justify-content:space-between;gap:12px;background:var(--panel)}.chat-head-info{display:flex;flex-direction:column;gap:2px}.chat-head-title{font-weight:700;font-size:15px;display:flex;align-items:center;gap:8px}.chat-head-sub{font-size:12px;color:var(--text-2)}.chat-head-actions{display:flex;gap:8px}.chat-body{flex:1;overflow-y:auto;padding:22px 20px;display:flex;flex-direction:column;gap:16px}.chat-empty{margin:auto;text-align:center;color:var(--text-2);max-width:420px}.chat-empty h2{font-size:20px;color:var(--text);margin-bottom:8px}.chat-empty p{font-size:14px;line-height:1.7}.msg-row{display:flex;gap:10px;align-items:flex-start}.msg-row.user{flex-direction:row-reverse}.msg-avatar{width:34px;height:34px;border-radius:10px;flex:0 0 34px;display:grid;place-items:center;font-size:13px;font-weight:700;color:#fff}.msg-avatar.bot{background:var(--primary)}.msg-avatar.user{background:#94a3b8}.msg-col{max-width:78%;display:flex;flex-direction:column;gap:4px}.msg-row.user .msg-col{align-items:flex-end}.msg-bubble{padding:11px 14px;border-radius:12px;font-size:14.5px;line-height:1.65;background:var(--panel);border:1px solid var(--border);white-space:pre-wrap;word-break:break-word}.msg-row.user .msg-bubble{background:var(--primary);color:#fff;border-color:var(--primary)}.msg-row.bot.escalated .msg-bubble{background:var(--amber-soft);border-color:#f0d9b0}.msg-meta{display:flex;gap:6px;align-items:center;font-size:11px;color:var(--text-2)}.msg-row.user .msg-meta{flex-direction:row-reverse}.typing{display:inline-flex;gap:4px;padding:4px 2px}.typing span{width:7px;height:7px;border-radius:50%;background:var(--text-2);opacity:.5;animation:blink 1.2s infinite both}.typing span:nth-child(2){animation-delay:.2s}.typing span:nth-child(3){animation-delay:.4s}@keyframes blink{0%,80%,to{opacity:.25}40%{opacity:1}}.intent-badge{display:inline-flex;align-items:center;gap:4px;padding:2px 8px;border-radius:20px;font-size:11px;font-weight:600}.intent-refund{background:var(--red-soft);color:var(--red)}.intent-order_query{background:var(--green-soft);color:var(--green)}.intent-tech_support{background:#e6f0ff;color:#2563eb}.intent-other{background:var(--gray-soft);color:var(--text-2)}.status-banner{margin:0 20px;padding:10px 14px;border-radius:10px;font-size:13px;background:var(--amber-soft);color:var(--amber);border:1px solid #f0d9b0;display:flex;align-items:center;gap:8px}.quick-actions{display:flex;flex-wrap:wrap;gap:8px;justify-content:center;padding:0 20px 8px}.quick-btn{padding:7px 13px;border-radius:20px;border:1px solid var(--border);background:var(--panel);color:var(--text-2);font-size:13px;cursor:pointer;transition:all .15s}.quick-btn:hover{border-color:var(--primary);color:var(--primary-d);background:var(--primary-soft)}.composer{border-top:1px solid var(--border);background:var(--panel);padding:12px 20px 16px;display:flex;flex-direction:column;gap:8px}.composer-row{display:flex;gap:10px;align-items:flex-end}.composer-input{flex:1;resize:none;border:1px solid var(--border);border-radius:12px;padding:11px 14px;font-size:14.5px;font-family:inherit;line-height:1.5;max-height:140px;outline:none;transition:border-color .15s;background:var(--gray-soft)}.composer-input:focus{border-color:var(--primary);background:#fff}.composer-send{width:44px;height:44px;border-radius:12px;border:none;background:var(--primary);color:#fff;cursor:pointer;display:grid;place-items:center;transition:background .15s}.composer-send:hover{background:var(--primary-d)}.composer-send:disabled{opacity:.5;cursor:not-allowed}.composer-hint{font-size:12px;color:var(--text-2);display:flex;justify-content:space-between}.modal-overlay{position:fixed;top:0;right:0;bottom:0;left:0;background:#14192873;display:grid;place-items:center;z-index:50;padding:20px}.modal{background:var(--panel);border-radius:16px;width:100%;max-width:440px;box-shadow:var(--shadow);overflow:hidden}.modal-head{padding:18px 20px;border-bottom:1px solid var(--border);font-weight:700;font-size:16px}.modal-body{padding:20px;display:flex;flex-direction:column;gap:16px}.modal-foot{padding:14px 20px;border-top:1px solid var(--border);display:flex;justify-content:flex-end;gap:10px}.field-label{font-size:13px;font-weight:600;color:var(--text-2);margin-bottom:8px}.stars{display:flex;gap:6px}.star{width:34px;height:34px;border-radius:8px;border:1px solid var(--border);background:var(--gray-soft);cursor:pointer;display:grid;place-items:center;color:#c7ccda;transition:all .12s}.star.on{background:#fff7e0;border-color:#f5c518;color:#f5c518}.star:hover{border-color:#f5c518}.tag-pick{display:flex;flex-wrap:wrap;gap:8px}.tag{padding:6px 12px;border-radius:18px;border:1px solid var(--border);background:var(--gray-soft);color:var(--text-2);font-size:13px;cursor:pointer;transition:all .12s}.tag.on{background:var(--primary-soft);border-color:var(--primary);color:var(--primary-d)}.textarea{width:100%;border:1px solid var(--border);border-radius:10px;padding:10px 12px;font-size:14px;font-family:inherit;resize:vertical;min-height:70px;outline:none}.textarea:focus{border-color:var(--primary)}.admin-wrap{height:100%;overflow-y:auto;padding:24px;max-width:1180px;margin:0 auto}.admin-title{font-size:22px;font-weight:800;margin-bottom:4px}.admin-desc{color:var(--text-2);font-size:14px;margin-bottom:20px}.stat-grid{display:grid;grid-template-columns:repeat(auto-fit,minmax(170px,1fr));gap:14px;margin-bottom:22px}.stat-card{background:var(--panel);border:1px solid var(--border);border-radius:var(--radius);padding:18px;box-shadow:var(--shadow)}.stat-value{font-size:28px;font-weight:800;line-height:1.1}.stat-label{font-size:13px;color:var(--text-2);margin-top:6px}.stat-card .mini{font-size:12px;color:var(--text-2);margin-top:4px}.panel{background:var(--panel);border:1px solid var(--border);border-radius:var(--radius);padding:18px;box-shadow:var(--shadow);margin-bottom:22px}.panel-title{font-size:15px;font-weight:700;margin-bottom:14px;display:flex;align-items:center;gap:8px}.bar-row{display:flex;align-items:center;gap:10px;margin-bottom:10px;font-size:13px}.bar-label{width:72px;color:var(--text-2);flex:0 0 72px;text-align:right}.bar-track{flex:1;height:16px;background:var(--gray-soft);border-radius:8px;overflow:hidden}.bar-fill{height:100%;border-radius:8px;transition:width .4s}.bar-value{width:36px;text-align:right;color:var(--text-2);flex:0 0 36px}.filter-bar{display:flex;gap:10px;flex-wrap:wrap;align-items:center;margin-bottom:14px}.select{padding:8px 12px;border-radius:9px;border:1px solid var(--border);background:var(--panel);font-size:13px;color:var(--text);outline:none;cursor:pointer;font-family:inherit}.select:focus{border-color:var(--primary)}.filter-spacer{flex:1}.table{width:100%;border-collapse:collapse;font-size:13.5px}.table th,.table td{text-align:left;padding:11px 12px;border-bottom:1px solid var(--border)}.table th{color:var(--text-2);font-weight:600;font-size:12.5px;background:#fafbfd}.table tbody tr{cursor:pointer;transition:background .12s}.table tbody tr:hover{background:var(--primary-soft)}.table td .sub{color:var(--text-2);font-size:12px}.badge{display:inline-flex;padding:3px 9px;border-radius:20px;font-size:12px;font-weight:600}.badge-bot{background:var(--primary-soft);color:var(--primary-d)}.badge-escalated{background:var(--amber-soft);color:var(--amber)}.badge-resolved{background:var(--green-soft);color:var(--green)}.pagination{display:flex;gap:6px;align-items:center;justify-content:flex-end;margin-top:14px}.page-btn{padding:6px 11px;border-radius:8px;border:1px solid var(--border);background:var(--panel);cursor:pointer;font-size:13px}.page-btn.active{background:var(--primary);color:#fff;border-color:var(--primary)}.page-btn:disabled{opacity:.5;cursor:not-allowed}.drawer-overlay{position:fixed;top:0;right:0;bottom:0;left:0;background:#14192873;z-index:60;display:flex;justify-content:flex-end}.drawer{width:540px;max-width:92vw;height:100%;background:var(--panel);box-shadow:-4px 0 24px #0000001f;display:flex;flex-direction:column;animation:slidein .2s ease}@keyframes slidein{0%{transform:translate(40px);opacity:.6}to{transform:none;opacity:1}}.drawer-head{padding:16px 20px;border-bottom:1px solid var(--border);display:flex;align-items:center;justify-content:space-between}.drawer-body{flex:1;overflow-y:auto;padding:18px 20px;display:flex;flex-direction:column;gap:12px}.kv{display:flex;gap:8px;font-size:13px}.kv .k{color:var(--text-2);flex:0 0 84px}.kv .v{color:var(--text)}.rating-pill{display:inline-flex;align-items:center;gap:4px;font-weight:700}.empty-state{padding:40px;text-align:center;color:var(--text-2);font-size:14px}@media (max-width: 640px){.msg-col{max-width:86%}.admin-wrap{padding:16px}.bar-label{width:60px;flex-basis:60px}}.dist-grid{display:grid;grid-template-columns:1fr 1fr;gap:22px;margin-bottom:22px}@media (max-width: 760px){.dist-grid{grid-template-columns:1fr}}