:root{
  --font-ui: -apple-system, BlinkMacSystemFont, "Segoe UI", "SF Arabic", "Geeza Pro", "Noto Sans Arabic", system-ui, sans-serif;
  --font-brand: "New York", ui-serif, Georgia, "Times New Roman", serif;
  --font-ar: "SF Arabic", "Geeza Pro", "Noto Sans Arabic", "Segoe UI", Tahoma, sans-serif;
  --ground:#F7F4F2; --surface:#FFFFFF; --surface-2:#FBF9F8;
  --border:#ECE4E2; --border-strong:#DED2CF;
  --text:#241E20; --muted:#736167; --faint:#9A8B90;
  --accent:#7A2E4A; --accent-hover:#621F3A; --accent-tint:#F4E7EC; --accent-ink:#FFFFFF;
  --good:#1E7A4D; --good-tint:#E6F1EB; --warn:#B4771A; --warn-tint:#F7EEDD;
  --crit:#C0392B; --crit-tint:#F8E7E4; --info:#2C5B8C; --info-tint:#E6EEF6;
  --shadow: 0 1px 2px rgba(36,30,32,.04), 0 6px 20px rgba(36,30,32,.06);
  --shadow-lg: 0 12px 40px rgba(36,30,32,.16);
  --radius:12px; --radius-sm:8px;
}
@media (prefers-color-scheme: dark){
  :root{
    --ground:#171214; --surface:#211A1D; --surface-2:#1C161A;
    --border:#352A2E; --border-strong:#443539;
    --text:#F1E9EC; --muted:#AD9BA2; --faint:#7E6E74;
    --accent:#D98BA6; --accent-hover:#E7A6BC; --accent-tint:#33222A; --accent-ink:#211A1D;
    --good:#5EC98E; --good-tint:#1C2E25; --warn:#E0B15C; --warn-tint:#312717;
    --crit:#E8897E; --crit-tint:#33211F; --info:#84B0DE; --info-tint:#1B2836;
    --shadow: 0 1px 2px rgba(0,0,0,.3), 0 8px 24px rgba(0,0,0,.35);
    --shadow-lg: 0 16px 48px rgba(0,0,0,.5);
  }
}
:root[data-theme="light"]{ --ground:#F7F4F2; --surface:#FFFFFF; --surface-2:#FBF9F8; --border:#ECE4E2; --border-strong:#DED2CF; --text:#241E20; --muted:#736167; --faint:#9A8B90; --accent:#7A2E4A; --accent-hover:#621F3A; --accent-tint:#F4E7EC; --accent-ink:#FFFFFF; --good:#1E7A4D; --good-tint:#E6F1EB; --warn:#B4771A; --warn-tint:#F7EEDD; --crit:#C0392B; --crit-tint:#F8E7E4; --info:#2C5B8C; --info-tint:#E6EEF6; }
:root[data-theme="dark"]{ --ground:#171214; --surface:#211A1D; --surface-2:#1C161A; --border:#352A2E; --border-strong:#443539; --text:#F1E9EC; --muted:#AD9BA2; --faint:#7E6E74; --accent:#D98BA6; --accent-hover:#E7A6BC; --accent-tint:#33222A; --accent-ink:#211A1D; --good:#5EC98E; --good-tint:#1C2E25; --warn:#E0B15C; --warn-tint:#312717; --crit:#E8897E; --crit-tint:#33211F; --info:#84B0DE; --info-tint:#1B2836; }

*{box-sizing:border-box}
html,body{margin:0}
body{background:var(--ground);color:var(--text);font-family:var(--font-ui);-webkit-font-smoothing:antialiased;line-height:1.45;font-size:14px}
button{font-family:inherit;cursor:pointer}
a{color:inherit}
h1,h2,h3{margin:0;text-wrap:balance}
.tnum{font-variant-numeric:tabular-nums}
.ar{font-family:var(--font-ar);direction:rtl;text-align:right}
:focus-visible{outline:2px solid var(--accent);outline-offset:2px;border-radius:4px}
@media (prefers-reduced-motion: reduce){*{animation:none!important;transition:none!important}}

.shell{display:grid;grid-template-columns:236px 1fr;min-height:100vh}
.sidebar{background:var(--surface);border-inline-end:1px solid var(--border);display:flex;flex-direction:column;position:sticky;top:0;height:100vh}
.brand{display:flex;align-items:center;gap:10px;padding:18px 18px 14px}
.brand .mark{width:30px;height:30px;border-radius:9px;background:var(--accent);color:var(--accent-ink);display:grid;place-items:center;font-family:var(--font-brand);font-size:18px;font-weight:600;flex:none}
.brand .name{font-family:var(--font-brand);font-size:17px;font-weight:600}
.brand .sub{font-size:10.5px;color:var(--faint);letter-spacing:.14em;text-transform:uppercase;margin-top:1px}
.nav{padding:6px 10px;display:flex;flex-direction:column;gap:1px;overflow-y:auto;flex:1}
.nav .group{font-size:10.5px;letter-spacing:.12em;text-transform:uppercase;color:var(--faint);padding:14px 10px 5px}
.nav a{display:flex;align-items:center;gap:10px;padding:8px 10px;border-radius:var(--radius-sm);color:var(--muted);text-decoration:none;font-size:13.5px;font-weight:500;cursor:pointer}
.nav a .ico{width:17px;height:17px;flex:none;opacity:.85}
.nav a:hover{background:var(--surface-2);color:var(--text)}
.nav a.active{background:var(--accent-tint);color:var(--accent);font-weight:600}
.nav a .count{margin-inline-start:auto;background:var(--accent);color:var(--accent-ink);font-size:11px;font-weight:700;padding:1px 7px;border-radius:20px;min-width:20px;text-align:center}
.sidebar .who{border-top:1px solid var(--border);padding:12px 14px;display:flex;align-items:center;gap:10px}
.avatar{width:30px;height:30px;border-radius:50%;flex:none;display:grid;place-items:center;color:#fff;font-weight:600;font-size:12px;background:linear-gradient(135deg,#7A2E4A,#B5546E)}
.who .meta{min-width:0}
.who .n{font-size:13px;font-weight:600;white-space:nowrap;overflow:hidden;text-overflow:ellipsis}
.who .r{font-size:11px;color:var(--faint)}
.who .out{margin-inline-start:auto;color:var(--faint);font-size:11px;text-decoration:none}
.who .out:hover{color:var(--text)}

.main{display:flex;flex-direction:column;min-width:0}
.topbar{min-height:60px;border-bottom:1px solid var(--border);background:var(--surface);display:flex;align-items:center;gap:12px;padding:0 22px;position:sticky;top:0;z-index:20}
.topbar h1{font-size:17px;font-weight:650}
.topbar .right{margin-inline-start:auto;display:flex;align-items:center;gap:10px}
.pill-live{display:inline-flex;align-items:center;gap:6px;font-size:11.5px;color:var(--muted);background:var(--surface-2);border:1px solid var(--border);padding:5px 10px;border-radius:20px}
.dot{width:7px;height:7px;border-radius:50%;background:var(--good);box-shadow:0 0 0 3px var(--good-tint)}
.icon-btn{width:34px;height:34px;border-radius:9px;border:1px solid var(--border);background:var(--surface);color:var(--muted);display:grid;place-items:center}
.icon-btn:hover{color:var(--text);border-color:var(--border-strong)}
.content{padding:22px;max-width:1180px;width:100%;margin:0 auto}

.banner{display:flex;align-items:center;gap:10px;background:var(--warn-tint);color:var(--warn);border:1px solid color-mix(in srgb,var(--warn) 30%,var(--border));border-radius:10px;padding:9px 14px;font-size:12.5px;font-weight:600;margin:14px 22px 0}
.row{display:flex;gap:12px;flex-wrap:wrap}
.card{background:var(--surface);border:1px solid var(--border);border-radius:var(--radius);box-shadow:var(--shadow)}
.muted{color:var(--muted)} .faint{color:var(--faint)}
.btn{border:1px solid var(--border-strong);background:var(--surface);color:var(--text);padding:8px 13px;border-radius:9px;font-size:13px;font-weight:600;display:inline-flex;align-items:center;gap:7px}
.btn:hover{background:var(--surface-2)}
.btn.primary{background:var(--accent);border-color:var(--accent);color:var(--accent-ink)}
.btn.primary:hover{background:var(--accent-hover);border-color:var(--accent-hover)}
.btn.good{background:var(--good);border-color:var(--good);color:#fff}
.btn.crit{color:var(--crit);border-color:color-mix(in srgb,var(--crit) 40%,var(--border))}
.btn.crit:hover{background:var(--crit-tint)}
.btn.sm{padding:6px 10px;font-size:12px}
.btn.ghost{border-color:transparent;background:transparent;color:var(--muted)}
.btn.ghost:hover{background:var(--surface-2);color:var(--text)}
.btn[disabled]{opacity:.5;pointer-events:none}

.chip{display:inline-flex;align-items:center;gap:6px;font-size:11.5px;font-weight:600;padding:3px 9px;border-radius:20px;border:1px solid transparent;white-space:nowrap}
.chip.good{background:var(--good-tint);color:var(--good)}
.chip.warn{background:var(--warn-tint);color:var(--warn)}
.chip.crit{background:var(--crit-tint);color:var(--crit)}
.chip.info{background:var(--info-tint);color:var(--info)}
.chip.neutral{background:var(--surface-2);color:var(--muted);border-color:var(--border)}
.chip.plat{background:var(--surface-2);color:var(--muted);border-color:var(--border)}

.kpis{display:grid;grid-template-columns:repeat(4,1fr);gap:12px}
.kpi{padding:15px 16px}
.kpi .l{font-size:12px;color:var(--muted);font-weight:600;display:flex;align-items:center;gap:7px}
.kpi .v{font-size:29px;font-weight:700;margin-top:8px;letter-spacing:-.5px}
.kpi .d{font-size:11.5px;margin-top:3px;color:var(--muted)}
.section-h{display:flex;align-items:center;gap:10px;margin:24px 2px 12px}
.section-h h2{font-size:15px;font-weight:650}
.section-h .hint{font-size:12px;color:var(--faint)}

table{width:100%;border-collapse:collapse;font-size:13px}
th{text-align:start;font-size:11px;letter-spacing:.06em;text-transform:uppercase;color:var(--faint);font-weight:700;padding:10px 14px;border-bottom:1px solid var(--border)}
td{padding:11px 14px;border-bottom:1px solid var(--border)}
tr:last-child td{border-bottom:none}

.toolbar{display:flex;align-items:center;gap:8px;margin-bottom:14px;flex-wrap:wrap}
.filters{display:flex;gap:6px;background:var(--surface);border:1px solid var(--border);padding:4px;border-radius:11px}
.filters button{border:none;background:transparent;color:var(--muted);font-size:12.5px;font-weight:600;padding:6px 12px;border-radius:8px}
.filters button.on{background:var(--accent-tint);color:var(--accent)}
.queue{display:flex;flex-direction:column;gap:10px}
.cmt{padding:15px 16px;display:grid;grid-template-columns:44px 1fr auto;gap:14px;align-items:start;position:relative;overflow:hidden}
.cmt::before{content:"";position:absolute;inset-inline-start:0;top:0;bottom:0;width:4px}
.cmt.sent-negative::before{background:var(--crit)} .cmt.sent-neutral::before{background:var(--faint)}
.cmt.sent-positive::before{background:var(--good)}
.cmt.prot-delete::before{background:var(--crit)} .cmt.prot-hide::before{background:var(--warn)}
.cmt.biz::before{background:var(--info)}
.cmt.leaving{animation:swipe .4s ease forwards}
@keyframes swipe{to{opacity:0;transform:translateX(30px);max-height:0;padding-top:0;padding-bottom:0;margin-top:-10px}}
.cmt .uav{width:40px;height:40px;border-radius:50%;display:grid;place-items:center;color:#fff;font-weight:700;font-size:14px;flex:none}
.cmt .body{min-width:0}
.cmt .head{display:flex;align-items:center;gap:8px;flex-wrap:wrap;margin-bottom:6px}
.cmt .u{font-weight:650;font-size:13.5px}
.cmt .on{font-size:12px;color:var(--faint);display:inline-flex;align-items:center;gap:5px;max-width:260px;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}
.cmt .txt{font-size:15px;line-height:1.6;margin:2px 0 9px}
.cmt .ai{display:flex;align-items:flex-start;gap:8px;background:var(--surface-2);border:1px solid var(--border);border-radius:9px;padding:8px 11px;font-size:12.5px;color:var(--muted)}
.cmt .ai b{color:var(--text);font-weight:650}
.cmt .ai .spark{color:var(--accent);flex:none;margin-top:1px}
.cmt .acts{display:flex;flex-direction:column;gap:7px;align-items:stretch;min-width:132px}
.metricline{display:flex;gap:12px;font-size:11.5px;color:var(--faint);margin-top:8px;flex-wrap:wrap}
.metricline span{display:inline-flex;align-items:center;gap:4px}
.theme-tags{display:flex;flex-wrap:wrap;gap:6px;margin-top:9px}
.chip.sm-chip{padding:2px 7px;font-size:10.5px;font-weight:600}
.chip.prio{font-variant-numeric:tabular-nums}
.cmt .biznote{display:flex;align-items:flex-start;gap:8px;background:var(--info-tint);border:1px solid color-mix(in srgb,var(--info) 30%,var(--border));border-radius:9px;padding:8px 11px;font-size:12.5px;color:var(--text);margin:2px 0 9px}
.cmt .biznote .spark{color:var(--info);flex:none;margin-top:1px}

/* ---------------- Overview: gauge, distribution, themes, ad table ---------------- */
.gauge-card{flex:0 0 260px;display:flex;align-items:center;justify-content:center;padding:8px}
.dist-track{display:flex;height:14px;border-radius:8px;overflow:hidden;background:var(--surface-2)}
.dist-track .seg{height:100%}
.dist-track .seg.crit{background:var(--crit)} .dist-track .seg.good{background:var(--good)} .dist-track .seg.neu{background:var(--faint)}
.dist-labels{display:flex;gap:16px;margin-top:12px;font-size:12.5px;color:var(--muted);flex-wrap:wrap}
.dist-labels .dot{width:8px;height:8px;border-radius:50%;display:inline-block;margin-inline-end:6px}
.dist-labels .dot.crit{background:var(--crit)} .dist-labels .dot.good{background:var(--good)} .dist-labels .dot.neu{background:var(--faint)}
.theme-row{display:grid;grid-template-columns:26px 1fr 130px 42px 56px;align-items:center;gap:10px;padding:11px 16px;border-bottom:1px solid var(--border);cursor:pointer}
.theme-row:last-child{border-bottom:none}
.theme-row:hover{background:var(--surface-2)}
.theme-row:focus-visible{outline:2px solid var(--accent);outline-offset:-2px}
.theme-rank{color:var(--faint);font-weight:700;font-size:12px}
.theme-name{font-weight:650;font-size:13.5px;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}
.theme-bar-wrap{height:6px;border-radius:4px;background:var(--surface-2);overflow:hidden}
.theme-bar{height:100%;border-radius:4px;display:block}
.theme-bar.good{background:var(--good)} .theme-bar.crit{background:var(--crit)} .theme-bar.neu{background:var(--faint)}
.theme-count{text-align:end;color:var(--muted);font-size:12.5px}
.tablewrap{overflow-x:auto}
.mini-bar-wrap{width:60px;height:6px;border-radius:4px;background:var(--surface-2);overflow:hidden;display:inline-block;flex:none}
.mini-bar{height:100%;background:var(--accent);display:block}
.ellip{display:inline-block;max-width:220px;overflow:hidden;text-overflow:ellipsis;white-space:nowrap;vertical-align:bottom;font-weight:600}

.scrim{position:fixed;inset:0;background:rgba(20,14,16,.44);opacity:0;pointer-events:none;transition:opacity .25s;z-index:40}
.scrim.open{opacity:1;pointer-events:auto}
.drawer{position:fixed;top:0;inset-inline-end:0;height:100vh;width:min(480px,94vw);background:var(--surface);border-inline-start:1px solid var(--border);box-shadow:var(--shadow-lg);z-index:50;transform:translateX(102%);transition:transform .3s cubic-bezier(.4,0,.2,1);display:flex;flex-direction:column}
.drawer.open{transform:translateX(0)}
.drawer .dh{display:flex;align-items:center;gap:10px;padding:16px 18px;border-bottom:1px solid var(--border)}
.drawer .dh h3{font-size:15px}
.drawer .db{padding:18px;overflow-y:auto;flex:1;display:flex;flex-direction:column;gap:16px}
.drawer .df{padding:14px 18px;border-top:1px solid var(--border);display:flex;gap:10px;background:var(--surface-2)}
.ctx{background:var(--surface-2);border:1px solid var(--border);border-radius:11px;padding:14px}
.field label{display:block;font-size:12px;font-weight:650;margin-bottom:7px;color:var(--muted)}
.field .helper{font-size:11.5px;color:var(--faint);margin-top:6px}
textarea,select,input[type=text]{width:100%;font-family:inherit;font-size:14px;color:var(--text);background:var(--surface);border:1px solid var(--border-strong);border-radius:10px;padding:11px 12px}
textarea{min-height:104px;resize:vertical;line-height:1.6}
.badge-ai{display:inline-flex;align-items:center;gap:6px;font-size:11px;font-weight:700;color:var(--accent);background:var(--accent-tint);padding:3px 8px;border-radius:6px}

.bw-grid{display:grid;grid-template-columns:1fr 1fr;gap:12px}
.bw{padding:15px 16px}
.bw .w{font-size:16px;font-weight:700;font-family:var(--font-ar);direction:rtl}
.bw .ex{font-size:13px;font-family:var(--font-ar);direction:rtl;background:var(--surface-2);border:1px solid var(--border);border-radius:8px;padding:7px 10px;margin-top:8px;color:var(--muted)}
.tags{display:flex;flex-wrap:wrap;gap:7px}
.tag{font-family:var(--font-ar);direction:rtl;font-size:13px;font-weight:600;background:var(--surface-2);border:1px solid var(--border-strong);border-radius:8px;padding:5px 11px;display:inline-flex;align-items:center;gap:8px}
.tag button{border:none;background:transparent;color:var(--faint);font-size:15px;line-height:1;padding:0}
.tag button:hover{color:var(--crit)}

#toasts{position:fixed;bottom:22px;inset-inline-end:22px;z-index:80;display:flex;flex-direction:column;gap:10px}
.toast{background:var(--text);color:var(--ground);padding:11px 15px;border-radius:11px;font-size:13px;font-weight:600;box-shadow:var(--shadow-lg);display:flex;align-items:center;gap:10px;animation:tin .3s ease}
.toast .tk{color:var(--good)}
.toast.err .tk{color:var(--crit)}
@keyframes tin{from{opacity:0;transform:translateY(10px)}}

.login{min-height:100vh;display:grid;place-items:center;padding:24px;background:radial-gradient(1200px 600px at 70% -10%, var(--accent-tint), transparent 60%), var(--ground)}
.login .box{width:min(400px,100%);text-align:center}
.login .mark{width:56px;height:56px;border-radius:16px;background:var(--accent);color:var(--accent-ink);display:grid;place-items:center;font-family:var(--font-brand);font-size:32px;font-weight:600;margin:0 auto 20px}
.login h1{font-family:var(--font-brand);font-size:26px;margin-bottom:6px}
.login p{color:var(--muted);margin:0 0 26px;font-size:14px}
.gbtn{width:100%;justify-content:center;padding:12px;font-size:14px;background:var(--surface);border:1px solid var(--border-strong);border-radius:11px;display:flex;align-items:center;gap:11px;font-weight:600;color:var(--text);text-decoration:none}
.gbtn:hover{background:var(--surface-2)}
.login .allow{margin-top:20px;font-size:12px;color:var(--muted);background:var(--surface);border:1px solid var(--border);border-radius:10px;padding:10px 14px;display:inline-flex;gap:8px;align-items:center}
.login .err{margin-top:16px;color:var(--crit);font-size:13px;font-weight:600}
.empty{padding:48px;text-align:center;color:var(--faint)}
.spin{width:20px;height:20px;border:2.5px solid var(--border-strong);border-top-color:var(--accent);border-radius:50%;animation:sp .7s linear infinite;margin:60px auto}
@keyframes sp{to{transform:rotate(360deg)}}
.placeholder-note{font-size:12px;color:var(--faint);background:var(--surface-2);border:1px dashed var(--border-strong);border-radius:8px;padding:8px 12px;display:inline-flex;gap:8px;align-items:center;margin-bottom:14px}

/* ---------------- Theme drill-down back link ---------------- */
.back-link{display:inline-flex;align-items:center;gap:7px;font-size:12.5px;font-weight:650;color:var(--muted);text-decoration:none;cursor:pointer;padding:6px 2px}
.back-link:hover{color:var(--accent)}

/* ---------------- Inline reply (Reply Queue cards) ---------------- */
.inline-reply{margin-top:10px}
.ir-label{display:flex;align-items:center;gap:6px;font-size:11.5px;font-weight:650;color:var(--muted);margin-bottom:6px}
.ir-label svg{color:var(--accent)}
.ir-ta{min-height:auto;padding:9px 11px;font-size:14px;line-height:1.6;resize:vertical}

/* ---------------- Voice of Customer filter chips ---------------- */
.voc-chips{display:flex;flex-direction:column;gap:10px;margin-bottom:16px}
.chip-row{display:flex;flex-wrap:wrap;gap:7px;align-items:center}
.chip-row-label{font-size:11px;font-weight:700;letter-spacing:.06em;text-transform:uppercase;color:var(--faint);margin-inline-end:4px;flex:none}
.fchip{border:1px solid var(--border-strong);background:var(--surface);color:var(--muted);font-size:12px;font-weight:600;padding:5px 11px;border-radius:20px;display:inline-flex;align-items:center;gap:6px}
.fchip:hover{background:var(--surface-2);color:var(--text)}
.fchip.on{background:var(--accent-tint);color:var(--accent);border-color:transparent}

@media (max-width:900px){
  .shell{grid-template-columns:1fr} .sidebar{display:none}
  .kpis{grid-template-columns:1fr 1fr} .bw-grid{grid-template-columns:1fr}
  .cmt{grid-template-columns:40px 1fr} .cmt .acts{grid-column:1/-1;flex-direction:row;flex-wrap:wrap}
  .gauge-card{flex:1 1 100%}
  .theme-row{grid-template-columns:20px 1fr 44px 52px} .theme-bar-wrap{display:none}
  .ellip{max-width:140px}
}