> 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/guide.md).

# Guides and Answers

- [Guide](https://en.help.firstline.cc/guide/guide.md)
- [A complete analysis of message types: making communication more precise and interactions more effective](https://en.help.firstline.cc/guide/guide/firstline-chat-message-types-guide.md)
- [2025 Latest! Complete Guide to Chatbot Applications Page](https://en.help.firstline.cc/guide/guide/2025-whats-chatbot.md)
- [Build Your Own Chatbot](https://en.help.firstline.cc/guide/guide/build-your-own-chatbot.md)
- [FIRST LINE AI](https://en.help.firstline.cc/guide/guide/first-line-ai.md)
- [Administrator System Setup](https://en.help.firstline.cc/guide/guide/administrator-system-setup.md)
- [Customer Service Staff: Messaging Services](https://en.help.firstline.cc/guide/guide/customer-service-staff-messaging-services.md)
- [Help Desk: Resolve and Record Customer Issues](https://en.help.firstline.cc/guide/guide/help-desk-resolve-and-record-customer-issues.md): The Help Desk is the main workspace where agents handle customer interactions. This article explains the complete process of a service in FIRST LINE, from the customer reaching out, identity verification, issue handling, and recording service information, to completing the service or creating a ticket for ongoing follow-up.
- [How Conversation Assignment Works](https://en.help.firstline.cc/guide/guide/how-conversation-assignment-works.md): Conversation assignment distributes waiting conversations to agents who currently meet the criteria based on agent status, service volume, skills, and company settings. This article explains the differences between average, round-robin, and skill-based assignment, and why the actual order does not always depend only on arrival time.
- [A Deep Dive into 3 Types of WhatsApp Accounts!](https://en.help.firstline.cc/guide/guide/whatsapp-business-api.md)
- [Complete Beginner's Guide to the Knowledge Base: Improve Customer Service Efficiency and Business Competitiveness](https://en.help.firstline.cc/guide/guide/complete-beginners-guide-to-the-knowledge-base-improve-customer-service-efficiency-and-business-comp.md)
- [Glossary](https://en.help.firstline.cc/guide/glossary.md)
- [System Troubleshooting](https://en.help.firstline.cc/guide/issue.md)
- [Prompt or warning messages](https://en.help.firstline.cc/guide/issue/error-message.md): Explains the causes, impact, and handling methods of common FIRST LINE prompts and warning messages, including permissions, login, data validation, operation conflicts, request frequency, and connection issues.
- [Network offline reminder](https://en.help.firstline.cc/guide/issue/network-offline-reminder.md): When FIRST LINE detects that the connection between the browser and the live service has been interrupted or reconnected, the system will display a network offline reminder. This article explains in plain language why the live connection may be briefly interrupted, why other websites can still be opened, and how to determine and handle the reminder when it appears.
- [Supported browsers](https://en.help.firstline.cc/guide/issue/liu-lan-qi-xuan-yong.md)
- [Clear browser cache](https://en.help.firstline.cc/guide/issue/dian-ji-xuan-chan-xiang-mu-wu-fan-ying.md): When the FIRST LINE page displays abnormally, features are not updated, or the operation result is different from expected, you can refresh and log in again in order, and if necessary clear the browser cache and site data.
- [Legal agreements and resources](https://en.help.firstline.cc/guide/legal-agreements-and-resources.md)
- [Generative AI features and instructions](https://en.help.firstline.cc/guide/legal-agreements-and-resources/generative-ai-at-fl.md)