/* ============================================================
   RUVO v39 — Módulo de Soporte (asistente propio + atención humana)
   ============================================================ */

/* ---------- Botón flotante ---------- */
.support-fab{
  position:fixed;right:22px;bottom:22px;z-index:60;
  display:flex;align-items:center;gap:9px;
  background:linear-gradient(135deg,var(--primary),#8a5cff);
  color:#fff;border:none;border-radius:999px;
  padding:12px 18px 12px 14px;font:600 14px/1 inherit;cursor:pointer;
  box-shadow:0 10px 30px rgba(108,140,255,.35),0 2px 8px rgba(0,0,0,.35);
  transition:transform .16s ease,box-shadow .16s ease;
}
.support-fab:hover{transform:translateY(-2px);box-shadow:0 14px 36px rgba(108,140,255,.45)}
.support-fab .sf-ico{display:grid;place-items:center;width:22px;height:22px}
.support-fab .sf-ico svg{width:22px;height:22px}
.support-fab .sf-lbl{letter-spacing:.2px}
@media (max-width:640px){
  .support-fab{right:14px;bottom:14px;padding:13px;border-radius:50%}
  .support-fab .sf-lbl{display:none}
}

/* ---------- Layout general ---------- */
.support-wrap{
  display:grid;grid-template-columns:290px minmax(0,1fr);
  gap:16px;height:calc(100vh - 150px);min-height:520px;
}
.support-side{
  display:flex;flex-direction:column;gap:12px;min-width:0;
  background:var(--bg-card);border:1px solid var(--border);
  border-radius:var(--radius);padding:16px;overflow:hidden;
}
.sup-side-head h3{margin:0 0 2px;font-size:16px}
.sup-side-actions{display:flex;flex-direction:column;gap:8px}
.sup-side-actions .btn{display:flex;align-items:center;justify-content:center;gap:8px}
.sup-side-actions .btn svg{width:16px;height:16px}
.sup-side-label{
  font-size:11px;font-weight:700;text-transform:uppercase;letter-spacing:.8px;
  color:var(--text-mute);margin-top:6px;
}
.sup-thread-list{display:flex;flex-direction:column;gap:6px;overflow-y:auto;flex:1;min-height:0;padding-right:2px}
.sup-thread{
  text-align:left;background:transparent;border:1px solid transparent;
  border-radius:12px;padding:10px 11px;cursor:pointer;color:var(--text);
  font:inherit;transition:.15s;width:100%;
}
.sup-thread:hover{background:var(--bg-elev);border-color:var(--border-soft)}
.sup-thread.active{background:var(--primary-soft);border-color:rgba(108,140,255,.45)}
.sup-thread-top{display:flex;justify-content:space-between;gap:8px;align-items:center;margin-bottom:3px}
.sup-thread-mode{font-size:11px;font-weight:700;color:var(--primary-hover);text-transform:uppercase;letter-spacing:.4px}
.sup-thread-date{font-size:11px;color:var(--text-mute);flex-shrink:0}
.sup-thread-sub{
  font-size:13px;color:var(--text-dim);white-space:nowrap;overflow:hidden;
  text-overflow:ellipsis;
}
.sup-empty-mini{font-size:13px;color:var(--text-mute);padding:10px 4px;line-height:1.5}
.sup-hours{
  font-size:11.5px;color:var(--text-mute);border-top:1px solid var(--border-soft);
  padding-top:10px;line-height:1.5;
}
.sup-hours b{display:block;color:var(--text-dim);font-size:11px;text-transform:uppercase;letter-spacing:.6px;margin-bottom:2px}

/* ---------- Panel de chat ---------- */
.support-chat{
  display:flex;flex-direction:column;min-width:0;overflow:hidden;
  background:var(--bg-card);border:1px solid var(--border);
  border-radius:var(--radius);
}
.sup-chat-head{
  display:flex;align-items:center;gap:12px;padding:14px 18px;
  border-bottom:1px solid var(--border-soft);background:var(--bg-soft);
  flex-shrink:0;
}
.sup-head-av{
  width:40px;height:40px;border-radius:50%;flex-shrink:0;
  display:grid;place-items:center;color:#fff;
  background:linear-gradient(135deg,var(--primary),#8a5cff);
}
.sup-head-av svg{width:22px;height:22px}
.sup-head-info{min-width:0;flex:1}
.sup-head-name{font-weight:700;font-size:15px;line-height:1.2}
.sup-head-status{display:flex;align-items:center;gap:6px;font-size:12px;color:var(--text-dim);margin-top:2px}
.sup-dot{width:7px;height:7px;border-radius:50%;background:var(--ok);box-shadow:0 0 0 3px rgba(67,209,127,.15)}
.sup-dot.human{background:#ffb454;box-shadow:0 0 0 3px rgba(255,180,84,.15)}
.sup-head-actions{display:flex;gap:8px;flex-shrink:0;flex-wrap:wrap;justify-content:flex-end}

/* ---------- Intro ---------- */
.sup-intro{padding:26px 24px;overflow-y:auto;flex:1}
.sup-intro-hi{font-size:20px;font-weight:700;line-height:1.35;margin-bottom:8px}
.sup-intro-sub{color:var(--text-dim);font-size:14px;line-height:1.6;max-width:640px;margin-bottom:20px}
.sup-quick{display:flex;flex-wrap:wrap;gap:8px;margin-bottom:22px}
.sup-note{
  font-size:12.5px;color:var(--text-dim);line-height:1.6;
  background:var(--bg-elev);border:1px solid var(--border-soft);
  border-radius:12px;padding:12px 14px;max-width:680px;
}
.sup-note b{color:var(--text)}

/* ---------- Chips ---------- */
.sup-chip{
  background:var(--bg-elev);border:1px solid var(--border);color:var(--text);
  border-radius:999px;padding:8px 14px;font:500 13px/1.2 inherit;cursor:pointer;
  transition:.15s;max-width:100%;
}
.sup-chip:hover{border-color:var(--primary);color:var(--primary-hover);background:var(--primary-soft)}
.sup-chip.lg{padding:10px 16px;font-size:13.5px}

/* ---------- Mensajes ---------- */
.sup-messages{
  flex:1;overflow-y:auto;padding:20px 18px;display:flex;flex-direction:column;
  gap:14px;min-height:0;scroll-behavior:smooth;
}
.sup-msg{display:flex;gap:10px;align-items:flex-start;max-width:100%}
.sup-msg.me{flex-direction:row-reverse}
.sup-msg.sys{justify-content:center}
.sup-av{
  width:32px;height:32px;border-radius:50%;flex-shrink:0;display:grid;place-items:center;
  font-size:12px;font-weight:700;background:var(--bg-elev);color:var(--primary-hover);
  border:1px solid var(--border);
}
.sup-av svg{width:17px;height:17px}
.sup-msg.me .sup-av{background:var(--primary-soft);color:var(--primary-hover)}
.sup-msg.agent .sup-av{background:rgba(255,180,84,.14);color:#ffb454;border-color:rgba(255,180,84,.3)}
.sup-bubble{
  background:var(--bg-elev);border:1px solid var(--border-soft);
  border-radius:14px 14px 14px 4px;padding:11px 14px;max-width:min(680px,82%);
  min-width:0;
}
.sup-msg.me .sup-bubble{
  background:var(--primary-soft);border-color:rgba(108,140,255,.4);
  border-radius:14px 14px 4px 14px;
}
.sup-msg.agent .sup-bubble{background:rgba(255,180,84,.08);border-color:rgba(255,180,84,.25)}
.sup-who{font-size:11px;font-weight:700;color:var(--text-mute);margin-bottom:4px;letter-spacing:.3px}
.sup-text{font-size:14px;line-height:1.62;word-break:break-word;white-space:normal}
.sup-msg.sys .sup-bubble{
  background:transparent;border:1px dashed var(--border);color:var(--text-mute);
  font-size:12px;text-align:center;border-radius:999px;padding:6px 14px;
}

/* feedback */
.sup-fb{display:flex;align-items:center;gap:6px;margin-top:9px;padding-top:8px;border-top:1px solid var(--border-soft)}
.sup-fb-q{font-size:11px;color:var(--text-mute);margin-right:2px}
.sup-fb-btn{
  background:transparent;border:1px solid var(--border);border-radius:8px;
  padding:3px 7px;cursor:pointer;font-size:12px;line-height:1;transition:.15s;filter:grayscale(1);opacity:.7;
}
.sup-fb-btn:hover{opacity:1;filter:none;border-color:var(--primary)}
.sup-fb-btn.on{background:var(--primary-soft);border-color:var(--primary);opacity:1;filter:none}

/* sugerencias */
.sup-sug{display:flex;flex-wrap:wrap;gap:6px;margin-top:10px}
.sup-sug .sup-chip{font-size:12px;padding:6px 11px}

/* typing */
.sup-typing{display:flex;align-items:center;gap:4px;padding:3px 2px}
.sup-typing span{
  width:6px;height:6px;border-radius:50%;background:var(--text-mute);
  animation:supBlink 1.2s infinite ease-in-out;
}
.sup-typing span:nth-child(2){animation-delay:.18s}
.sup-typing span:nth-child(3){animation-delay:.36s}
@keyframes supBlink{0%,80%,100%{opacity:.25;transform:translateY(0)}40%{opacity:1;transform:translateY(-3px)}}

/* ---------- Composer ---------- */
.sup-composer{
  display:flex;gap:10px;align-items:flex-end;padding:12px 16px;
  border-top:1px solid var(--border-soft);background:var(--bg-soft);flex-shrink:0;
}
.sup-input{
  flex:1;min-height:44px;max-height:150px;resize:none;overflow-y:auto;
  background:var(--bg-elev);border:1px solid var(--border);border-radius:12px;
  color:var(--text);font:14px/1.5 inherit;padding:11px 13px;outline:none;
}
.sup-input:focus{border-color:var(--primary);box-shadow:0 0 0 3px var(--primary-soft)}
.sup-send{flex-shrink:0;height:44px;padding:0 20px}

/* ---------- Calificación ---------- */
.sup-rating{
  margin:0 16px 10px;padding:14px 16px;border:1px solid var(--border);
  border-radius:12px;background:var(--bg-elev);flex-shrink:0;
}
.sup-rating-title{font-size:13px;font-weight:700;margin-bottom:8px}
.sup-stars{display:flex;gap:4px;margin-bottom:10px}
.sup-star{
  background:transparent;border:none;cursor:pointer;font-size:24px;line-height:1;
  color:var(--text-mute);padding:0 2px;transition:.12s;
}
.sup-star:hover{transform:scale(1.12)}
.sup-star.on{color:#ffc53d}
.sup-rating-row{display:flex;gap:8px;align-items:center}
.sup-rating-row .input{flex:1}
.sup-rated{
  margin:0 16px 10px;padding:10px 14px;border-radius:10px;font-size:12.5px;
  background:var(--bg-elev);border:1px solid var(--border-soft);color:var(--text-dim);flex-shrink:0;
}
.sup-rated b{color:#ffc53d;letter-spacing:2px}

/* ============================================================
   ADMIN DE SOPORTE
   ============================================================ */
.sup-admin-tabs{display:flex;gap:6px;flex-wrap:wrap;margin-bottom:16px;border-bottom:1px solid var(--border);padding-bottom:10px}
.sup-tab{
  background:transparent;border:1px solid transparent;border-radius:9px;
  padding:8px 14px;font:600 13px/1 inherit;color:var(--text-dim);cursor:pointer;transition:.15s;
}
.sup-tab:hover{background:var(--bg-elev);color:var(--text)}
.sup-tab.on,.sup-tab.active{background:var(--primary-soft);border-color:rgba(108,140,255,.4);color:var(--primary-hover)}

.sup-admin-head{display:flex;justify-content:space-between;align-items:center;gap:12px;flex-wrap:wrap;margin-bottom:14px}
.sup-admin-head h3{margin:0;font-size:16px}
.sup-admin-filters{display:flex;gap:8px;flex-wrap:wrap;align-items:center}
.sup-admin-filters .input,.sup-admin-filters .select{max-width:220px}
.sup-admin-body{display:flex;flex-direction:column;gap:12px}
.sup-muted{color:var(--text-mute);font-size:12.5px}
.sup-clip{max-width:320px;white-space:nowrap;overflow:hidden;text-overflow:ellipsis;display:inline-block;vertical-align:bottom}

/* modal de conversación */
.sup-admin-thread{display:flex;flex-direction:column;gap:12px}
.sup-admin-thread-head{display:flex;gap:12px;flex-wrap:wrap;align-items:center;justify-content:space-between}
.sup-admin-msgs{
  max-height:46vh;overflow-y:auto;display:flex;flex-direction:column;gap:10px;
  padding:12px;border:1px solid var(--border-soft);border-radius:12px;background:var(--bg-soft);
}
.sup-admin-msg{padding:9px 12px;border-radius:10px;background:var(--bg-elev);border:1px solid var(--border-soft);max-width:88%}
.sup-admin-msg.user{align-self:flex-start;border-left:3px solid var(--primary)}
.sup-admin-msg.bot{align-self:flex-start;border-left:3px solid var(--ok)}
.sup-admin-msg.agent{align-self:flex-end;border-left:3px solid #ffb454;background:rgba(255,180,84,.07)}
.sup-admin-msg.system{align-self:center;background:transparent;border-style:dashed;color:var(--text-mute);font-size:12px}
.sup-admin-msg-meta{font-size:10.5px;text-transform:uppercase;letter-spacing:.5px;color:var(--text-mute);margin-bottom:3px;font-weight:700}
.sup-admin-msg-body{font-size:13.5px;line-height:1.55;white-space:pre-wrap;word-break:break-word}
.sup-admin-reply{display:flex;flex-direction:column;gap:8px}
.sup-admin-reply textarea{
  width:100%;min-height:86px;resize:vertical;background:var(--bg-elev);
  border:1px solid var(--border);border-radius:10px;color:var(--text);
  font:14px/1.5 inherit;padding:10px 12px;outline:none;
}
.sup-admin-reply textarea:focus{border-color:var(--primary);box-shadow:0 0 0 3px var(--primary-soft)}
.sup-admin-reply-actions{display:flex;gap:8px;justify-content:flex-end;flex-wrap:wrap}

/* formularios */
.sup-form{display:flex;flex-direction:column;gap:14px}
.sup-form-row{display:grid;grid-template-columns:1fr 1fr;gap:12px}
.sup-field{display:flex;flex-direction:column;gap:6px}
.sup-field label{font-size:12.5px;font-weight:600;color:var(--text-dim)}
.sup-field .input,.sup-field .select,.sup-field .textarea{width:100%}
.sup-field small{font-size:11.5px;color:var(--text-mute);line-height:1.45}
.sup-field.small{max-width:220px}
.sup-check{display:flex;align-items:center;gap:9px;font-size:13.5px;color:var(--text);cursor:pointer;padding:4px 0}
.sup-check input{width:17px;height:17px;accent-color:var(--primary);cursor:pointer;flex-shrink:0}

/* probador del asistente */
.sup-test-out{margin-top:14px;display:flex;flex-direction:column;gap:10px}
.sup-test-answer{
  background:var(--bg-elev);border:1px solid var(--border-soft);
  border-left:3px solid var(--primary);border-radius:10px;padding:12px 14px;
  font-size:14px;line-height:1.6;white-space:pre-wrap;
}
.sup-test-meta{display:flex;gap:10px;flex-wrap:wrap;font-size:11.5px;color:var(--text-mute)}
.sup-test-meta b{color:var(--text-dim)}

/* ---------- Configuración ---------- */
.sup-settings{display:flex;flex-direction:column;gap:16px;max-width:900px}
.sup-settings-grid{
  display:grid;grid-template-columns:repeat(auto-fit,minmax(240px,1fr));gap:12px;
  background:var(--bg-elev);border:1px solid var(--border-soft);border-radius:12px;padding:14px 16px;
}
.sup-settings-grid .sup-check{align-items:flex-start}
.sup-settings-actions{display:flex;justify-content:flex-end;padding-top:4px}

/* ---------- Responsive ---------- */
@media (max-width:980px){
  .support-wrap{grid-template-columns:1fr;height:auto;min-height:0}
  .support-side{max-height:280px}
  .support-chat{height:calc(100vh - 210px);min-height:460px}
  .sup-form-row{grid-template-columns:1fr}
}
@media (max-width:640px){
  .support-side{padding:12px;max-height:230px}
  .sup-chat-head{padding:11px 12px;gap:9px;flex-wrap:wrap}
  .sup-head-actions{width:100%;justify-content:flex-start}
  .sup-intro{padding:18px 14px}
  .sup-intro-hi{font-size:17px}
  .sup-messages{padding:14px 12px;gap:11px}
  .sup-bubble{max-width:88%;padding:10px 12px}
  .sup-composer{padding:10px 12px}
  .sup-send{padding:0 14px}
  .sup-rating{margin:0 12px 8px;padding:12px}
  .sup-rating-row{flex-direction:column;align-items:stretch}
  .sup-head-av{width:34px;height:34px}
  .sup-head-av svg{width:19px;height:19px}
}

/* ---------- Ajustes finos ---------- */
.tag.ok{background:rgba(67,209,127,.12);border-color:rgba(67,209,127,.35);color:var(--ok)}
.tag.warn{background:rgba(255,180,84,.12);border-color:rgba(255,180,84,.35);color:#ffb454}
.sup-field > span{font-size:12.5px;font-weight:600;color:var(--text-dim)}
.sup-admin-msg .sup-admin-msg-body b{color:var(--text)}

/* ---------- v39.1: humano como última opción ---------- */
.sup-lastresort{
  display:block;width:100%;margin-top:6px;padding:9px 10px;
  background:transparent;border:1px dashed var(--border);
  border-radius:var(--radius);color:var(--text-mute);
  font-size:11.5px;line-height:1.35;text-align:center;cursor:pointer;
  transition:color .15s,border-color .15s,background .15s;
}
.sup-lastresort:hover{color:var(--text-dim);border-color:var(--primary);background:var(--primary-soft)}
.sup-closed-note{
  display:flex;align-items:center;justify-content:space-between;gap:10px;
  margin:0 16px 14px;padding:11px 14px;border-radius:var(--radius);
  background:var(--bg-soft);border:1px solid var(--border-soft);
  color:var(--text-dim);font-size:13px;
}
.sup-closed-note span{flex:1}
@media (max-width:640px){
  .sup-closed-note{margin:0 12px 10px;flex-direction:column;align-items:stretch;text-align:center}
}
/* ---------- v39.1: alertas de seguridad (admin) ---------- */
.sup-alert-list{display:flex;flex-direction:column;gap:10px}
.sup-alert{
  display:grid;grid-template-columns:1fr auto;gap:10px;align-items:start;
  padding:13px 15px;border-radius:var(--radius);
  background:var(--bg-card);border:1px solid var(--border);
  border-left:3px solid var(--danger);
}
.sup-alert.done{border-left-color:var(--ok);opacity:.72}
.sup-alert-main{min-width:0}
.sup-alert-top{display:flex;flex-wrap:wrap;align-items:center;gap:8px;margin-bottom:5px}
.sup-alert-user{font-weight:600;color:var(--text);font-size:13px}
.sup-alert-date{font-size:11.5px;color:var(--text-mute)}
.sup-alert-reason{
  display:inline-block;font-size:10.5px;font-weight:600;letter-spacing:.02em;
  padding:2px 7px;border-radius:999px;text-transform:uppercase;
  background:rgba(255,92,92,.12);border:1px solid rgba(255,92,92,.32);color:var(--danger);
}
.sup-alert-q{
  font-size:13px;color:var(--text-dim);line-height:1.45;
  word-break:break-word;margin-top:2px;
}
.sup-alert-q q{color:var(--text);font-style:italic}
.sup-alert-ip{font-size:11px;color:var(--text-mute);margin-top:5px;font-family:ui-monospace,monospace}
.sup-alert-actions{display:flex;flex-direction:column;gap:6px;align-items:flex-end}
.sup-badge-dot{
  display:inline-flex;align-items:center;justify-content:center;
  min-width:18px;height:18px;padding:0 5px;margin-left:6px;
  border-radius:999px;background:var(--danger);color:#fff;
  font-size:10.5px;font-weight:700;line-height:1;
}
@media (max-width:640px){
  .sup-alert{grid-template-columns:1fr}
  .sup-alert-actions{flex-direction:row;align-items:center}
}