> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/admin/enterprise/settings.md).

# Organization settings

## Basic

Includes corporate identity settings, such as “Change company logo” and “Company name.”

<table><thead><tr><th width="143.10033949456306">Settings</th><th>Description</th></tr></thead><tbody><tr><td><strong>Display your logo</strong></td><td>Upload your company logo. All users will see the logo in the top-left corner, on the login page, and elsewhere. The logo must meet the following requirements: less than 2 MB, and in .jpg, .jpeg, .bmp, or .png format.</td></tr><tr><td><strong>Company name</strong></td><td>Edit your company name.</td></tr></tbody></table>

## Messaging channels

Manages business logic related to messaging channels, including rules for incoming inquiries and distribution modes, greeting responses, customer and agent idle settings, and other rules. The management items are divided into the following settings based on the overall conversation flow.

### Customer adds channel as a friend

<table><thead><tr><th width="182.21318764400922">Settings</th><th>Description</th></tr></thead><tbody><tr><td><strong>Friend-add welcome message</strong></td><td>The message automatically sent when a customer adds the account as a friend. Currently only the LINE Official Account channel supports this.</td></tr></tbody></table>

### Customer chats with the bot

<table><thead><tr><th width="227.5">Settings</th><th>Description</th></tr></thead><tbody><tr><td><strong>Bot cannot find a relevant response message</strong></td><td>Sent when the “Auto-reply” feature is enabled and the bot cannot recognize or find a relevant knowledge base response. Can be used to ask the customer whether they want to be transferred to a human agent.</td></tr></tbody></table>

### Before the customer comes in

<table><thead><tr><th width="187.37109375">Settings</th><th>Description</th></tr></thead><tbody><tr><td><strong>After-hours inquiry</strong></td><td>Whether customers can enter the system queue when requesting a transfer to an agent outside business hours.</td></tr><tr><td><strong>Break-time reminder message</strong></td><td>Triggered when a customer enters the message queue to be served by customer service staff during a break period.</td></tr><tr><td><strong>Non-business-hours reminder message</strong></td><td>Triggered when a customer enters the message queue to be served by customer service staff during non-business hours.</td></tr><tr><td><strong>Waiting-for-agent-response message</strong></td><td>Triggered when a customer is transferred to customer service staff and enters the queue.</td></tr></tbody></table>

### After the customer comes in

<table><thead><tr><th width="216.19140625">Settings</th><th>Description</th></tr></thead><tbody><tr><td><strong>Assignment mode</strong></td><td>Choose an assignment method to assign customers to the most suitable agent for handling, and distribute and prioritize fairly according to the selected mode.</td></tr><tr><td><strong>Prefer assigning to the previous agent</strong></td><td>If the customer's previous service agent is online, they will be assigned to that agent first, but the system will still determine whether the agent meets the assignment criteria based on skills, service limits, and other conditions.</td></tr><tr><td><strong>Flexible skill matching mode</strong></td><td>If there is currently no online agent with the required skills, the assignment will go to another online agent without the matching skills. If there is an online agent with the matching skills, the current rules remain unchanged.</td></tr><tr><td><strong>Maximum number of cases per agent</strong></td><td>When an agent's handled and assigned services reach the specified limit, no more services will be assigned to that agent until the number decreases, in order to maintain service quality.</td></tr><tr><td><strong>When the assigned agent does not respond</strong></td><td>When a service is assigned to an agent, if the agent still has not responded after the specified number of minutes, it will be reassigned to another agent.</td></tr></tbody></table>

### Customer and agent chatting <a href="#conversioning" id="conversioning"></a>

{% hint style="info" %}
The following “message examples” are for reference only when setting up. The actual displayed content can be adjusted according to the company's service process and brand tone.
{% endhint %}

| Settings                             | Description                                                                                                                                                                                                                                                                                                                                                                                                        | Message examples                                                                                                                                                            | Reference                                                                                                                                                                                                                                               |
| ------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Agent service acceptance message** | <p>Triggered when the agent accepts the service for the first time, to inform the customer that service has started.<br><br><strong>Service transfers are not considered a new acceptance, so this message will not be triggered again when the service is transferred to another agent.</strong></p>                                                                                                              | “Hello, I’m the customer service agent assisting you today. I have started handling your issue, please wait a moment.”                                                      |                                                                                                                                                                                                                                                         |
| **When the customer becomes idle**   | <p>When an agent sends a message and the customer has not responded for longer than the configured time, a reminder message will be sent to ask whether to continue the service and provide other relevant information.<br><br>Time is calculated starting from the sending time of the first agent message after the customer's message.</p>                                                                      | “Hello, I’d like to confirm whether you’re still online. If you still need assistance, please reply to this message directly.”                                              | ![](https://842546780-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FD4Zh0OEJyOsdGkmZOVKw%2Fimage.png?alt=media\&token=5b54b9bf-8380-4bb8-86f7-95902b75ecce)                                      |
| **When the customer remains idle**   | After “When the customer becomes idle,” if there is still no response until the configured time, this conversation will be ended proactively.                                                                                                                                                                                                                                                                      | “Since we have not received a reply from you for some time, this service will be ended for now. If you still need assistance, please feel free to send us a message again.” |                                                                                                                                                                                                                                                         |
| **When the agent becomes idle**      | <p>When<strong>customer sends a message</strong>or<strong>agent accepts the service</strong>After this, if the assigned agent has not responded for longer than the specified time, a reminder message will be sent to both parties or the customer will be informed that the agent is busy.<br><br>Time is calculated starting from the sending time of the first customer message after the agent's message.</p> | “Hello, our customer service agent is currently handling your request. Please wait a moment, and we will reply as soon as possible.”                                        | ![](https://842546780-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FEjHfxkOxq8EGoYaPlsbY%2F%E6%88%AA%E5%9C%96%202022-07-28%2012.56.53.png?alt=media\&token=12801611-4d64-4600-a2c4-a9e6604001bf) |

### Customer and agent conversation ended

| Settings                         | Description                                                                     |
| -------------------------------- | ------------------------------------------------------------------------------- |
| **Agent service-ending message** | When the agent ends the service, a message will be sent to inform the customer. |

## Phone

<table><thead><tr><th width="209.0078125">Settings</th><th>Description</th></tr></thead><tbody><tr><td><strong>Automatically create service record for outbound calls</strong></td><td><p>This setting affects whether the system will, when a call is connected<strong>automatically create a service record</strong>.</p><ul><li>If [<strong>On</strong>] this option is enabled, once an outbound call is connected, the system will<strong>automatically create a new service record for the current agent</strong>.</li><li>If [<strong>Off</strong>] this option is enabled, after the call is connected, the agent must manually click “Create service record” in the phone area at the top right of the screen to create it.</li></ul></td></tr><tr><td><strong>When to create the service record</strong></td><td><p>This setting is used to determine<strong>When to create the service record</strong>, and you can choose to create it when the call is “<strong>ringing</strong>” or “<strong>connected</strong>”.</p><ul><li>If you choose to create it when “<strong>ringing</strong>”, please note that this<strong>does not mean the call has been successfully connected to the customer</strong>, so there may be no call recording; in addition, some telecom lines<strong>do not support the “ringing” event</strong>, and in this case a service record cannot be created automatically.</li><li>If you choose to create it when “<strong>connected</strong>”, the service record will be created only after the actual call is established, so the information is relatively complete.</li><li>If no settings are configured, the system will<strong>create it by default when “connected”</strong>service record.</li></ul></td></tr><tr><td><strong>Auto-ready reminder</strong></td><td><p>“<strong>Auto-ready reminder</strong>” is used to show reminder notifications when an agent's status is “<strong>after-call work</strong>”, under specified conditions, helping agents return to an available state in time. The conditions can be set as follows:</p><ul><li><strong>Remind immediately when the status changes</strong>: display the reminder as soon as the status meets the conditions.</li><li><strong>Any service completed</strong>: trigger the reminder whenever any service ends.</li><li><strong>Service completed and no services in progress</strong>: only remind after all services have been completed, to avoid interrupting too early.</li><li><strong>Disabled</strong>: do not display any auto-ready reminders.</li></ul></td></tr><tr><td><strong>Auto-ready preparation time</strong></td><td><p>This setting controls when, after displaying “<strong>Auto-ready reminder</strong>”, the system will, after<strong>the specified number of seconds has counted down</strong>, automatically switch the agent's status to “<strong>Ready</strong>”.</p><p>Please note that if the browser enters a frozen state, background tab, or system pause state, the countdown may not proceed normally. In that case, you need to return to the original operation page and interact with it before the countdown will continue.</p></td></tr></tbody></table>

## Customer

<table><thead><tr><th width="183.5390625">Settings</th><th>Description</th></tr></thead><tbody><tr><td><strong>Allow duplicate phone numbers</strong></td><td><p>After enabling this, the system will<strong>no longer check whether phone numbers are duplicate</strong>, meaning different customers can use the same phone number. However, this may cause<strong>difficulty automatically identifying customers</strong>.<br></p><p>If you<strong>use phone numbers as the primary basis for customer identification</strong>, then<strong>you do not need to enable this setting</strong>, and<strong>it is not recommended to turn it on</strong>to avoid confusion in subsequent identification and handling.</p></td></tr></tbody></table>

## Email

<table><thead><tr><th width="178.7109375">Settings</th><th>Description</th></tr></thead><tbody><tr><td><strong>Enable email attachments</strong></td><td><p>After enabling this setting, when agents send emails, files will be sent as<strong>actual attachments</strong>directly, instead of via a share link.</p><p>Please note that sending as attachments may be subject to<strong>the recipient's restrictions</strong>, such as file size limits or unsupported file types, which may cause delivery failure or be blocked.</p></td></tr><tr><td><strong>Automatically quote the previous email</strong></td><td><p>After enabling this setting, when replying to an email, the system will<strong>automatically bring the previous email content into the input box</strong>, and the agent can still edit or adjust it before sending.</p><p>Please note,<strong>quoted content still has a character limit</strong>, and any portion beyond the limit will not be included.</p></td></tr><tr><td><strong>Append email sequence number</strong></td><td><p>After enabling this setting, when replying to an email, the system will automatically add the corresponding<strong>email sequence number</strong>to the email subject, in the format <strong>#</strong>**** (pound sign plus sequence number).</p><p>This helps agents and customers<strong>quickly locate and match a specific service record</strong>, reducing lookup costs and improving overall handling efficiency.</p></td></tr></tbody></table>

## Help Center

In this tab, if you already have**public knowledge base articles**, the URL shown in the image will direct to your "**public knowledge base external link**" page. Here you can set**the website's primary color, homepage banner image, and other appearance styles**to create a knowledge base page that better matches your company brand style.

<table><thead><tr><th width="182.21318764400922">Settings</th><th>Description</th></tr></thead><tbody><tr><td><strong>Embed custom HTML</strong></td><td><p>You can add custom HTML through this feature, for example:</p><ul><li>Use <code>&#x3C;style></code> to adjust page styles</li><li>add tracking codes such as Google Analytics and Facebook Pixel</li><li>embed “live chat” code so customers can start a conversation directly from the Help Center</li></ul></td></tr></tbody></table>

#### Further reading

{% content-ref url="/pages/bc86d6d34a2c7bd23dc5ef9edd5ae89711b1c571" %}
[Knowledge Base](/feature/knowledge-base.md)
{% endcontent-ref %}

{% content-ref url="/pages/5a4b785b09d17be0e62a24c3c91601ce2853fc31" %}
[Guide](/guide/guide.md)
{% endcontent-ref %}