/* Ticket archive transcripts and the live ticket inbox. */

.transcript {
    width: 100%; height: calc(100vh - 170px); min-height: 480px;
    border: 1px solid var(--border); border-radius: var(--radius); background: #313338; box-shadow: var(--shadow);
}

.tickets-live { display: grid; grid-template-columns: minmax(260px, 340px) 1fr; gap: 16px; align-items: start; }
.tickets-live .queue { gap: 10px; }
.ticket-row { color: var(--text); gap: 4px; padding: 13px 15px; }
.ticket-row:hover { border-color: var(--border-strong); text-decoration: none; transform: translateX(3px); }
.ticket-row.active { border-color: var(--accent); box-shadow: var(--glow); }
.convo { position: sticky; top: 84px; max-height: calc(100vh - 110px); }
.convo-empty { align-self: stretch; display: flex; flex-direction: column; align-items: center; justify-content: center; min-height: 300px; }
.messages { flex: 1; overflow-y: auto; display: flex; flex-direction: column; gap: 12px; padding: 6px 2px; min-height: 240px; }
.msg { display: flex; flex-direction: column; gap: 4px; animation: fade-up var(--t) var(--ease-out) both; }
.msg-head { display: flex; align-items: center; gap: 8px; }
.msg-body { padding-left: 29px; overflow-wrap: anywhere; }
.msg.bot .msg-body { color: var(--muted); }
.msg-embed {
    margin-left: 29px; padding: 8px 12px; border-left: 3px solid var(--embed);
    background: var(--surface-2); border-radius: 6px; font-size: 13px;
}
.msg-image { margin-left: 29px; max-width: min(360px, 100%); border-radius: 8px; }
.reply { display: flex; gap: 8px; align-items: flex-end; border-top: 1px solid var(--border); padding-top: 12px; }
.reply textarea { flex: 1; }
@media (max-width: 960px) {
    .tickets-live { grid-template-columns: 1fr; }
    .tickets-live.has-selection .queue { display: none; }
    .tickets-live:not(.has-selection) .convo-empty { display: none; }
    .convo { position: static; max-height: none; }
}

/* Appeal decision box */
.appeal-box { display: flex; flex-direction: column; gap: 8px; padding: 12px; border-radius: 12px; border: 1px solid rgba(247, 201, 92, .35); background: rgba(247, 201, 92, .06); }
.handover-box { display: flex; flex-direction: column; gap: 8px; padding: 12px; border-radius: 12px; border: 1px solid var(--border); background: var(--surface-2); }
.stars { color: var(--warn); letter-spacing: 1px; white-space: nowrap; }
.rating-list { list-style: none; margin: 0; padding: 0; display: flex; flex-direction: column; gap: 8px; }
.rating-list li { display: flex; flex-wrap: wrap; align-items: baseline; gap: 8px; padding: 8px 10px; border-radius: var(--radius-sm); background: var(--surface-2); }
.rating-list li > div { flex-basis: 100%; }