> 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/utils.md).

# Enhancement Tools

- [Channel Categories](https://en.help.firstline.cc/feature/utils/omni-route.md): Channel categories are used to centrally manage service channels from different platforms or accounts by brand, branch, business unit, or service scenario, and can uniformly apply greetings, scripts, and service tags to help businesses build a consistent customer service process.
- [Email Template](https://en.help.firstline.cc/feature/utils/untitled-2.md): Email templates let you pre-create commonly used email content so agents can quickly search, preview, and apply a consistent reply format when writing or replying to emails, reducing repetitive input and improving response efficiency.
- [Message Template](https://en.help.firstline.cc/feature/utils/message-template.md)