📔Glossary

Understanding the main terminology can help you use FIRST LINE. These key concepts and terms frequently appear when using the product, referring to documentation, and interacting with technical support.

Common system terms

Term	Content
Conversation (conversation record)	Communication records between customers and bots or agents, including automated responses, segmented messages, etc., as well as conversations where agents proactively contact customers.
Version	FIRST LINE will continue to release product and feature updates, including new features available for general users or for Alpha/Beta early access.
Chatbot	A chatbot is a feature that provides customers with automated replies through conversation, such as collecting customer information, automatically answering questions, etc., to reduce the burden on customer service staff.
Channels	The ways customer service or sales staff communicate with customers, including text forms like web components and LINE messages, as well as telephone voice calls.
Service records	Refers to the records generated when an agent handles a customer's request. These records usually include start and end times, the content of the service, notes, and related details.
Assignment weighting	Conversation assignment priority is weighted per second; the higher the total score accumulated, the higher the priority a customer will be assigned.
Beta features	The FIRST LINE team is continuously developing and exploring new features. Some features are still in development or testing but show promise. These products are offered to users for early trial, often called “Alpha,” “Beta,” or other similar names.
Visitor, customer	Refers to an incoming source not yet identified as a customer or not yet linked to customer data, possibly a consumer from contact channels like LINE, Messenger, etc.

Telephone-related terms

Term	Content
ACD	Also called automatic call distribution; when a customer dials the service hotline, the system evenly distributes incoming calls to agents for handling according to order, skills, and other criteria.
IVR	Also translated as “automatic voice response,” “interactive voice system,” etc. When a customer dials a designated number, they can listen to or send the required voice-based interactive services according to voice prompts.