# FIRST LINE

## FIRST LINE (EN)

- [About FIRST LINE](https://en.help.firstline.cc/master.md)
- [Customer Service Center](https://en.help.firstline.cc/master/customer-service-policy.md)
- [Changelog](https://en.help.firstline.cc/master/change-log.md)
- [2026](https://en.help.firstline.cc/master/change-log/2026.md)
- [Archive](https://en.help.firstline.cc/master/change-log/archive.md)
- [2025](https://en.help.firstline.cc/master/change-log/archive/2025.md)
- [2024](https://en.help.firstline.cc/master/change-log/archive/2024.md)
- [2023](https://en.help.firstline.cc/master/change-log/archive/2023.md): Be sure not to miss out on new features and improvements! 🚀
- [2022](https://en.help.firstline.cc/master/change-log/archive/2022.md): Be sure not to miss out on new features and improvements! 🚀
- [2021](https://en.help.firstline.cc/master/change-log/archive/2021.md): Be sure not to miss out on new features and improvements! 🚀
- [2020](https://en.help.firstline.cc/master/change-log/archive/2020.md): Editor: Teddy Sang
- [Telephony Management System](https://en.help.firstline.cc/master/change-log/acd.md): FIRST LINE telephony management system release notes, organized by ACD and IVR subsystems for easy lookup of fixes and adjustments in each version.
- [Feedback and Suggestions](https://en.help.firstline.cc/master/feedback-guidelines.md)
- [Guide](https://en.help.firstline.cc/guide/guide.md)
- [A Complete Analysis of Message Types: Make Communication More Precise and Interaction 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)
- [Admin System Setup](https://en.help.firstline.cc/guide/guide/admin-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 in FIRST LINE, from customer contact, identity verification, issue handling, and service information logging 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 hands waiting conversations to agents who currently meet the conditions based on agent status, service volume, skills, and company settings. This article explains the differences between balanced, round-robin, and skill-based assignment, and why the actual order is not determined by incoming time alone.
- [A Detailed Breakdown of 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)
- [Terminology](https://en.help.firstline.cc/guide/terminology.md)
- [System Issues](https://en.help.firstline.cc/guide/issue.md)
- [Tip or Warning Messages](https://en.help.firstline.cc/guide/issue/error-message.md): Explains the causes, impact, and handling methods of common FIRST LINE tip and warning messages, including permissions, login, data validation, operation conflicts, request frequency, and connection anomalies.
- [Network Offline Alert](https://en.help.firstline.cc/guide/issue/network-offline-alert.md): When FIRST LINE detects that the connection between the browser and the real-time service has been interrupted or reconnected, the system will display a network offline alert. This article explains in simple terms why the real-time connection may be briefly interrupted, why other websites may still open, and how to judge and handle the alert 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 differs from what you expected, you can refresh and log in again in sequence, and clear the browser cache and site data if necessary.
- [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)
- [AI Assistant](https://en.help.firstline.cc/feature/ai-assistant.md)
- [AI Writer](https://en.help.firstline.cc/feature/ai-writer.md)
- [AI skills](https://en.help.firstline.cc/feature/ai-skill.md): AI skills let businesses organize common writing rules, brand tone, and workflows into reusable AI capabilities. Administrators can set skill instructions, access points, and role permissions so agents can apply them according to the work context in AI Writer or AI Assistant.
- [Use AI Skills in the AI Assistant](https://en.help.firstline.cc/feature/ai-skill/use-ai-skills-in-the-ai-assistant.md): Explains how to apply AI skills in the AI Assistant, and how skills affect the capabilities, workflow, and data permissions available for that session.
- [Channels](https://en.help.firstline.cc/feature/channels.md): Connect the service channels you own to immediately reply to all customer messages from one backend, and collaborate with team members through assignment to give customers the best service experience.
- [Advanced Features](https://en.help.firstline.cc/feature/channels/advanced-features.md)
- [Recall a Single Message](https://en.help.firstline.cc/feature/channels/advanced-features/recall-a-single-message.md)
- [Block Contact](https://en.help.firstline.cc/feature/channels/advanced-features/block-contact.md)
- [Live Chat](https://en.help.firstline.cc/feature/channels/live-chat.md)
- [Create Eye-Catching Messages](https://en.help.firstline.cc/feature/channels/live-chat/markdown.md)
- [Troubleshooting](https://en.help.firstline.cc/feature/channels/live-chat/troubleshooting.md)
- [Customer Authentication](https://en.help.firstline.cc/feature/channels/live-chat/ke-hu-shen-fen-yan-zheng.md): In certain use cases, if your website already knows the customer's login information, such as email, phone number, or member ID, you can perform FIRST LINE customer authentication through integration.
- [Installation Example](https://en.help.firstline.cc/feature/channels/live-chat/installation-example.md): Example
- [Embed to Serve Customers Inside LINE](https://en.help.firstline.cc/feature/channels/live-chat/installation-example/liff.md): Through LIFF integration, direct customers to live chat instead of passing conversations through the Message API, and reduce push notification costs effectively without page redirection.
- [Install in SHOPLINE](https://en.help.firstline.cc/feature/channels/live-chat/installation-example/install-in-shopline.md)
- [Install in Shopify](https://en.help.firstline.cc/feature/channels/live-chat/installation-example/embed-shopify.md)
- [LINE Official Account](https://en.help.firstline.cc/feature/channels/line.md)
- [How to Enable Messaging API](https://en.help.firstline.cc/feature/channels/line/how-to-enable-messaging-api.md): This tutorial shows how to connect the Messaging API and obtain the required information step by step.
- [How LINE Message Charges Are Calculated](https://en.help.firstline.cc/feature/channels/line/pricing.md)
- [Related LINE Developer Topics](https://en.help.firstline.cc/feature/channels/line/related-line-developer-topics.md): Related
- [Facebook Messenger](https://en.help.firstline.cc/feature/channels/facebook-messenger.md): Facebook is an indispensable social platform for businesses. In addition to sharing information with customers through fan pages, interacting with fans and hosting events helps businesses and SMEs handle e-commerce marketing.
- [Troubleshooting](https://en.help.firstline.cc/feature/channels/facebook-messenger/troubleshooting.md)
- [Error Code #2022](https://en.help.firstline.cc/feature/channels/facebook-messenger/error_2022.md)
- [Instagram](https://en.help.firstline.cc/feature/channels/instagram.md)
- [WeChat Official Account](https://en.help.firstline.cc/feature/channels/wechat.md)
- [WhatsApp](https://en.help.firstline.cc/feature/channels/shi-yong-embedded-signup-zheng-he.md): Quickly connect to the WhatsApp Cloud API through Meta embedded signup, and complete the correct setup based on existing accounts, phone numbers, and use cases.
- [Message Error Codes and Troubleshooting](https://en.help.firstline.cc/feature/channels/shi-yong-embedded-signup-zheng-he/message-error-codes-and-troubleshooting.md): Organizes common WhatsApp message sending error codes, possible causes, and suggested handling methods to help quickly identify where the problem occurred.
- [Legacy Integrations](https://en.help.firstline.cc/feature/channels/shi-yong-embedded-signup-zheng-he/legacy-integrations.md)
- [Telegram](https://en.help.firstline.cc/feature/channels/telegram.md)
- [Viber](https://en.help.firstline.cc/feature/channels/viber.md)
- [Email](https://en.help.firstline.cc/feature/channels/email.md)
- [Email Delimited Text](https://en.help.firstline.cc/feature/channels/email/outgoing-email-comments.md)
- [Email Attachments](https://en.help.firstline.cc/feature/channels/email/email-attachments.md)
- [Gmail Integration Test](https://en.help.firstline.cc/feature/channels/email/gmail-bang-ding-fan-li.md)
- [Microsoft Graph Integration](https://en.help.firstline.cc/feature/channels/email/microsoft-graph-integration.md)
- [SMS](https://en.help.firstline.cc/feature/channels/sms.md)
- [Twilio](https://en.help.firstline.cc/feature/channels/sms/sms.md)
- [Medsign SMS](https://en.help.firstline.cc/feature/channels/sms/medsign-sms.md)
- [Phone](https://en.help.firstline.cc/feature/channels/phone.md)
- [Troubleshooting](https://en.help.firstline.cc/feature/channels/phone/yi-nan-za-zheng.md): Quickly troubleshoot FIRST LINE phone issues based on scope of impact and common symptoms, from self-checks by a single agent to large-scale enterprise incident handling.
- [Adjust or Assign Extensions to Agents](https://en.help.firstline.cc/feature/channels/phone/extension.md)
- [No Service Record Created During the Call](https://en.help.firstline.cc/feature/channels/phone/tong-hua-shi-fu-wu-ji-lu-mei-you-jian-li.md)
- [Call Transfer and Three-Way Calls](https://en.help.firstline.cc/feature/channels/phone/forward.md)
- [Agent Status](https://en.help.firstline.cc/feature/channels/phone/cti-agent-state.md)
- [Phone SIP Codes](https://en.help.firstline.cc/feature/channels/phone/sip-code.md): SIP responses are the codes used by Session Initiation Protocol for communication. We have put together a list of all the SIP responses known.
- [Call Information](https://en.help.firstline.cc/feature/channels/phone/call-flag.md)
- [Online and Offline Channels](https://en.help.firstline.cc/feature/channels/onsite.md)
- [AI & Chatbots](https://en.help.firstline.cc/feature/chatbot.md)
- [Conversation Script](https://en.help.firstline.cc/feature/chatbot/scenario.md)
- [AI Answer Agent](https://en.help.firstline.cc/feature/chatbot/scenario/qna-ai-agent.md)
- [Troubleshooting](https://en.help.firstline.cc/feature/chatbot/scenario/troubleshooting.md)
- [Feature Details](https://en.help.firstline.cc/feature/chatbot/scenario/feature.md)
- [Global Node](https://en.help.firstline.cc/feature/chatbot/scenario/feature/global-node.md)
- [FIRST LINE AI](https://en.help.firstline.cc/feature/chatbot/scenario/feature/first-line-ai.md)
- [Module Script](https://en.help.firstline.cc/feature/chatbot/scenario/feature/module-script.md)
- [Assignment Weight](https://en.help.firstline.cc/feature/chatbot/scenario/feature/assignment-weight.md)
- [Event Log](https://en.help.firstline.cc/feature/chatbot/scenario/feature/event-log.md)
- [Drafts and Publishing](https://en.help.firstline.cc/feature/chatbot/scenario/feature/drafts-and-publishing.md)
- [Carousel Messages](https://en.help.firstline.cc/feature/chatbot/scenario/feature/carosuel.md)
- [Button Actions](https://en.help.firstline.cc/feature/chatbot/scenario/feature/button-actions.md)
- [Scenario Examples](https://en.help.firstline.cc/feature/chatbot/scenario/example.md)
- [Search and Reply to Knowledge Base Articles](https://en.help.firstline.cc/feature/chatbot/scenario/example/fan-li-sou-xun-zhi-shi-ku-gong-neng.md)
- [Urgent Email Routing](https://en.help.firstline.cc/feature/chatbot/scenario/example/importance-marker.md)
- [Blocklist](https://en.help.firstline.cc/feature/chatbot/scenario/example/block-customer.md)
- [Webhook Integration Guide](https://en.help.firstline.cc/feature/chatbot/scenario/example/webhook-integration-guide.md)
- [How to Communicate Through APIs](https://en.help.firstline.cc/feature/chatbot/scenario/example/how-to-use-api.md): FIRST LINE conversation scripts can help you automatically respond to customer conversations, but in some scenarios, you may need to query data or send notifications through external APIs. This article briefly introduces how to do that.
- [Show Different LINE OA Rich Menus by Entry Source](https://en.help.firstline.cc/feature/chatbot/scenario/example/show-different-line-oa-rich-menus-by-entry-source.md)
- [Create a Reusable Main Menu](https://en.help.firstline.cc/feature/chatbot/scenario/example/create-a-reusable-main-menu.md): Explains how to split the trigger entry and the main menu into two separate scripts, allowing customers to return directly to the main menu from different flows without entering a message again.
- [Statistics](https://en.help.firstline.cc/feature/chatbot/scenario/statistics.md)
- [Add Data from the Live Chat URL](https://en.help.firstline.cc/feature/chatbot/scenario/add-data-from-url-parameters.md): Attach variables to the live chat URL as query string parameters. For example, a customer starts live chat on your website, and your website already knows the customer's name. You can let the chatbot know the customer's name before the conversation starts, so it can conduct a smarter conversation without asking for the name again.
- [Satisfaction Survey](https://en.help.firstline.cc/feature/chatbot/csat.md)
- [AI Training Center](https://en.help.firstline.cc/feature/chatbot/ai-training-center.md)
- [AI Training Resources](https://en.help.firstline.cc/feature/chatbot/ai-training-resource.md)
- [Business Hours](https://en.help.firstline.cc/feature/chatbot/business-hours.md): Business hours are used to define the service periods for weekdays and special dates. The system determines whether the business is open, resting, or closed based on the current time, and applies this to human-agent entry, reminder messages, and chatbot flows.
- [Auto Reply](https://en.help.firstline.cc/feature/chatbot/auto-reply.md): Auto Reply provides rule-based bot replies and human handoff settings, suitable for fixed Q\&A, keyword triggers, and simple traffic routing. If you need to understand natural language and generate more natural responses based on knowledge content, it is recommended to use AI Answer Agent first.
- [Keyword Reply](https://en.help.firstline.cc/feature/chatbot/auto-reply/keyword.md): Keyword Reply lets you create fixed responses for specified text, making it suitable for simple Q\&A with clear rules such as business hours, store information, and application methods. If you need to understand natural language and different ways of asking, it is recommended to use AI Answer Agent first.
- [Dashboard](https://en.help.firstline.cc/feature/dashboard.md)
- [Service Level](https://en.help.firstline.cc/feature/dashboard/service-level.md)
- [Phone](https://en.help.firstline.cc/feature/dashboard/dian-hua.md): Analyze phone data at a glance through phone-related chart data.
- [Agent Phone Live Status](https://en.help.firstline.cc/feature/dashboard/dian-hua-ji-shi-zhuang-tai.md): You can go to the phone card list by clicking the 'Phone Live Status' button under 'Info Center' in the left-side FIRST LINE menu. After entering the list, you can immediately view the phone status of all agents, making it easy for managers to review the overall situation.
- [Social Media Friend Count](https://en.help.firstline.cc/feature/dashboard/official-account-friends.md)
- [Message Statistics](https://en.help.firstline.cc/feature/dashboard/message-statistics.md)
- [Conversation Queue](https://en.help.firstline.cc/feature/dashboard/message-queue.md): You can view the list by clicking the 'Message Queue' button under 'Dashboard' in the menu. After entering the list, you can immediately view the conversation status of all text channels, making it convenient for managers to review the overall situation.
- [customer service efficiency metrics](https://en.help.firstline.cc/feature/dashboard/customer-service-efficiency-metrics.md)
- [Customer Relationship Management](https://en.help.firstline.cc/feature/crm.md)
- [Service Record](https://en.help.firstline.cc/feature/crm/service-log.md)
- [Reopen Service](https://en.help.firstline.cc/feature/crm/service-log/reopen-service.md)
- [Conversation Records](https://en.help.firstline.cc/feature/crm/service-log/contact-log.md)
- [Customer](https://en.help.firstline.cc/feature/crm/contact.md)
- [Customer Merge](https://en.help.firstline.cc/feature/crm/contact/ke-hu-he-bing.md)
- [Company](https://en.help.firstline.cc/feature/crm/bian-ji-gong-si.md): The company feature lets you associate customers belonging to the same business or organization, centrally manage company identification information, and help the team organize, filter, and find customer data by company.
- [Import Customers](https://en.help.firstline.cc/feature/crm/import.md)
- [Import Custom Tables](https://en.help.firstline.cc/feature/crm/hui-ru-zi-ding-biao-ge.md): The custom table import feature lets you batch import customer table data with custom fields into the system at once. For example, data from your Excel spreadsheet or data exported from other systems can be quickly transferred into FIRST LINE through this feature.
- [Service Result](https://en.help.firstline.cc/feature/crm/fu-wu-ji-lu-she-ding.md): Service Result is used to record the final handling outcome of each service, and can be combined with service records, reports, and AI analysis to help businesses track service results and subsequent handling status.
- [service tag](https://en.help.firstline.cc/feature/crm/fu-wu-yuan-yin-she-ding.md)
- [Custom Fields](https://en.help.firstline.cc/feature/crm/untitled.md): In addition to the built-in system fields, you can also add custom fields to customers and tickets to collect more information and help expand your business data.
- [Data Export](https://en.help.firstline.cc/feature/crm/ming-chan-hui-chu.md)
- [Call Records](https://en.help.firstline.cc/feature/crm/call-log.md): Call records can be used to query the handling information, recordings, AI transcript, and related service records for each call, and support multiple filter conditions and batch operations to help trace call workflows and subsequent service status.
- [Contacts](https://en.help.firstline.cc/feature/crm/social-media-contact.md): Contacts are used to centrally manage external identities that have appeared in messaging and email channels, helping the team find interaction records, identify whether they have been matched to a CRM customer, and perform follow-up contact and channel-level management.
- [Knowledge Base](https://en.help.firstline.cc/feature/knowledge-base.md)
- [Help Center](https://en.help.firstline.cc/feature/knowledge-base/helpdesk.md): Use the public knowledge base to quickly help agents or customers solve problems.
- [Extend Custom HTML](https://en.help.firstline.cc/feature/knowledge-base/helpdesk/extend-custom-html.md)
- [Chatbot](https://en.help.firstline.cc/feature/knowledge-base/chatbot.md): Explains early knowledge base chatbot settings based on NLP and vocabulary matching, as well as the applicable scenarios and migration recommendations under the current LLM AI architecture.
- [Ticket](https://en.help.firstline.cc/feature/ticket.md): FIRST LINE provides a simple and easy-to-use ticket system for tracking, prioritizing, and handling customer issues, like service-derived to-do items.
- [Ticket Template](https://en.help.firstline.cc/feature/ticket/gong-chan-fan-ben.md): Ticket templates let you preset commonly used ticket content and handling conditions, so agents can quickly apply them when creating repetitive tickets, reducing duplicate input and keeping the team's handling approach consistent.
- [Follow Tickets](https://en.help.firstline.cc/feature/ticket/guan-zhu-gong-chan.md): Following a ticket lets you keep track of important case updates even if you are not the primary agent handling it. When others update or delete the ticket, followers can stay informed through notifications.
- [Send via Email](https://en.help.firstline.cc/feature/ticket/tou-guo-dian-zi-xin-xiang-fa-song.md): You can send ticket information to customers, partners, or other recipients directly from the ticket through the company email account, and adjust the recipients, sender account, subject, additional notes, and whether to include ticket attachments.
- [Sub-status](https://en.help.firstline.cc/feature/ticket/zhuang-tai-xi-xiang.md): Sub-status lets you further break down the current handling progress beyond the ticket's main status, such as waiting for customer reply, waiting for internal confirmation, or issue resolved, making it easier for the team to grasp the actual status of each ticket more precisely.
- [Marketing](https://en.help.firstline.cc/feature/marketing.md)
- [Product Catalog](https://en.help.firstline.cc/feature/marketing/product-catalog.md)
- [Segmented Messages](https://en.help.firstline.cc/feature/marketing/broadcast.md)
- [Automated Campaigns](https://en.help.firstline.cc/feature/marketing/broadcast/automated-campaigns.md)
- [LINE Rich Menu](https://en.help.firstline.cc/feature/marketing/line-rich-menu.md)
- [Post Auto Reply](https://en.help.firstline.cc/feature/marketing/social-media-post-reply.md)
- [Conversation Roles](https://en.help.firstline.cc/feature/marketing/conversation-roles.md)
- [Coupons](https://en.help.firstline.cc/feature/marketing/coupons.md)
- [Tracking Links](https://en.help.firstline.cc/feature/marketing/trace-link.md)
- [Integration](https://en.help.firstline.cc/feature/integrate.md)
- [Automation](https://en.help.firstline.cc/feature/integrate/automation.md): Automation features help users automatically perform tedious and repetitive tasks, providing automated support to reduce manual effort so that staff can focus on the most important things and fully enjoy the many benefits brought by FIRST LINE.
- [Example: Send LINE Messages](https://en.help.firstline.cc/feature/integrate/automation/send-line-message.md): We will demonstrate the steps based on scenarios to show the convenience that the 'Automation' feature brings to businesses, and how its powerful integration capabilities extend FIRST LINE functionality.
- [Example: Member Sync](https://en.help.firstline.cc/feature/integrate/automation/example-member-sync.md)
- [Example: Send Teams Notifications](https://en.help.firstline.cc/feature/integrate/automation/ms-teams.md): This article briefly explains how to send ticket notifications through Microsoft Teams integration with a webhook.
- [Webhook Script](https://en.help.firstline.cc/feature/integrate/webhook-recipe.md)
- [Reports](https://en.help.firstline.cc/feature/report.md)
- [Phone](https://en.help.firstline.cc/feature/report/phone.md)
- [Agent Call Efficiency](https://en.help.firstline.cc/feature/report/phone/zhuan-yuan-tong-hua-xiao-lv.md): View the call volume, total call time, ACD answer status, and phone status duration of call agents within a specified date range, with support for daily/hourly statistics and custom total working hours.
- [Call Records](https://en.help.firstline.cc/feature/report/phone/tong-hua-ji-lu-bao-biao.md): View detailed call handling records within a selected date range, including call time, waiting time, call type, and agent answer status.
- [Call Pivot](https://en.help.firstline.cc/feature/report/phone/call-pivot.md): Cross-analyze call records by date, agent, channel category, extension, and call type to analyze call counts and call duration.
- [ACD Number Analysis](https://en.help.firstline.cc/feature/report/phone/acd-number-analysis.md)
- [Service Record Details and Pivot](https://en.help.firstline.cc/feature/report/service-log.md): View service record details and use pivot analysis to summarize service data by agent, date, channel category, service tags, and other dimensions.
- [Agent Service Efficiency](https://en.help.firstline.cc/feature/report/agent-service-efficiency.md)
- [Message Conversation Pivot](https://en.help.firstline.cc/feature/report/conversion-pivot.md)
- [Enhancement Tools](https://en.help.firstline.cc/feature/utils.md)
- [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)
- [App Management](https://en.help.firstline.cc/feature/admin.md)
- [Enterprise](https://en.help.firstline.cc/feature/admin/enterprise.md)
- [Organization Settings](https://en.help.firstline.cc/feature/admin/enterprise/settings.md)
- [Department](https://en.help.firstline.cc/feature/admin/enterprise/department.md): You can go to the department management list by clicking the 'Department' button under 'System' in the left-side FIRST LINE menu. After entering the department management list view, you can immediately browse fields such as 'Department Name' and 'Description' for easy review.
- [Billing Overview](https://en.help.firstline.cc/feature/admin/enterprise/billing.md)
- [IP Allowlist](https://en.help.firstline.cc/feature/admin/enterprise/ip-allowlist.md)
- [Group](https://en.help.firstline.cc/feature/admin/enterprise/employee-group.md): You can go to the group management list by clicking the 'Group' button under 'System' in the left-side FIRST LINE menu.
- [Owner](https://en.help.firstline.cc/feature/admin/enterprise/sponsor.md): The owner is used to support BPO and multi-client enterprise service scenarios. By distinguishing ownership, it separates customers, tickets, channel categories, and related resources, helping the same customer service team maintain data boundaries for different clients.
- [Address](https://en.help.firstline.cc/feature/admin/enterprise/address.md)
- [City/County](https://en.help.firstline.cc/feature/admin/enterprise/address/xian-shi-xin-zeng-yu-she-ding.md): You can go to the city/county management list by clicking the 'City/County' button under 'System' in the left-side FIRST LINE menu. After entering the list view, you can immediately browse fields such as 'City/County Name' and 'Abbreviation' for easy review.
- [Administrative Area](https://en.help.firstline.cc/feature/admin/enterprise/address/hang-zheng-ou-yu-xin-zeng-yu-she-ding.md): You can go to the administrative area management list by clicking the 'Administrative Area' button under 'System' in the left-side FIRST LINE menu. After entering the list view, you can immediately browse fields such as 'Administrative Area Name' and 'Postal Code' for easy review.
- [Country](https://en.help.firstline.cc/feature/admin/enterprise/address/guo-jia-xin-zeng-yu-she-ding.md): You can go to the country management list by clicking the 'Country' button under 'System' in the left-side FIRST LINE menu. After entering the list view, you can immediately browse fields such as 'Country Name' and 'Abbreviation' for easy review.
- [Permissions](https://en.help.firstline.cc/feature/admin/enterprise/role.md): Multiple roles and permissions control access to FIRST LINE features. This allows you to quickly and conveniently define role assignments that fit your company's structure and workflow.
- [Customer](https://en.help.firstline.cc/feature/admin/contact.md)
- [Customer Assignment](https://en.help.firstline.cc/feature/admin/contact/contact-assign.md)
- [Service Record](https://en.help.firstline.cc/feature/admin/service-record.md)
- [service tag](https://en.help.firstline.cc/feature/admin/service-record/service-tag.md)
- [Staff](https://en.help.firstline.cc/feature/admin/employee.md)
- [Service Status](https://en.help.firstline.cc/feature/admin/employee/state.md): Status displays let the team know whether you can serve customers and whether you are available. FIRST LINE provides several statuses to share your whereabouts so supervisors and team members can understand.
- [Change or Forgot Password](https://en.help.firstline.cc/feature/admin/employee/password.md)
- [Two-Factor Authentication (2FA)](https://en.help.firstline.cc/feature/admin/employee/two-factor-authentication.md): Two-Factor Authentication (2FA) adds an authenticator verification step in addition to the account password, helping improve the login security of FIRST LINE accounts. This article explains how to enable it, log in, save recovery codes, and handle lost devices.
- [File Management](https://en.help.firstline.cc/feature/admin/file-management.md)
- [Skills](https://en.help.firstline.cc/feature/admin/skill.md): You can manage it by going to the 'Skills' button under the 'Chatbot' tab in the 'Applications' section of the left-side FIRST LINE menu.
- [Position](https://en.help.firstline.cc/feature/admin/job-title.md): You can go to the position management list by clicking the 'Position' button under 'System' in the left-side FIRST LINE menu.
- [Phone](https://en.help.firstline.cc/feature/admin/phone.md)
- [Outbound Code](https://en.help.firstline.cc/feature/admin/phone/outbound-code.md)
- [Greetings and Scripts](https://en.help.firstline.cc/feature/admin/kai-chang-bai-hang-xiao-hua-shu-she-ding.md): You can go to the management list by clicking the 'Greetings' and 'Marketing Scripts' buttons under 'System' in the left-side FIRST LINE menu. After entering the list view, you can immediately browse fields such as 'Title' and 'Message Content' for easy review.
- [Development and Integration](https://en.help.firstline.cc/feature/admin/development-and-integration.md): Development and Integration
- [Environment variables](https://en.help.firstline.cc/feature/admin/development-and-integration/environment-variables.md): Environment variables allow centralized management of settings reused during system integration, and you can choose regular variables or secret variables depending on data sensitivity.
- [Partner](https://en.help.firstline.cc/feature/partner.md)
- [Phone Troubleshooting](https://en.help.firstline.cc/feature/partner/phone-troubleshooting.md)
- [Other Related Settings](https://en.help.firstline.cc/feature/partner/other-related-settings.md)
- [Other Data](https://en.help.firstline.cc/feature/other.md)
- [Template Syntax](https://en.help.firstline.cc/feature/other/template-syntax.md)
- [Conversation Status](https://en.help.firstline.cc/feature/other/conversion-state-list.md)
- [Global Search](https://en.help.firstline.cc/feature/other/quan-yu-sou-xun.md): You can also use the Shift+G shortcut on your keyboard to open the global search window.
- [Conversation Script Variables](https://en.help.firstline.cc/feature/other/conversation-script-variables.md)
- [Data Field Types](https://en.help.firstline.cc/feature/other/data-field-types.md)
- [IP and Domain List](https://en.help.firstline.cc/feature/other/ip-and-domain-list.md)
- [Supported Message Types by Channel](https://en.help.firstline.cc/feature/other/supported-message-types-by-channel.md)
- [Point Plans](https://en.help.firstline.cc/payments-and-billing/point-price-plan.md)
- [FANCY Points](https://en.help.firstline.cc/payments-and-billing/fancy-points.md)
- [API Documentation](https://en.help.firstline.cc/developer/api.md)
- [Request Method Guide](https://en.help.firstline.cc/developer/api/request-methods.md)
- [Response Object Data](https://en.help.firstline.cc/developer/api/response-object.md)
- [Customer](https://en.help.firstline.cc/developer/api/contact.md)
- [Customer Tags](https://en.help.firstline.cc/developer/api/contact-tag.md)
- [Company](https://en.help.firstline.cc/developer/api/company.md)
- [Customer Import Schedule](https://en.help.firstline.cc/developer/api/contact-import-task.md): You can add related schedules by specifying an existing 'Customer Import Template'. The schedule will import according to the specified time, file, and other information. To avoid data conflicts at the same time, if there are schedules in the same time slot, the import will be executed according to the schedule.
- [Customer Custom Table Import Schedule](https://en.help.firstline.cc/developer/api/contact-import-table-task.md): You can add related schedules by specifying an existing 'Customer Custom Field Import Template'. The schedule will import according to the specified time, file, and other information. To avoid data conflicts at the same time, if there are schedules in the same time slot, the import will be executed according to the schedule.
- [Custom Field Main Categories](https://en.help.firstline.cc/developer/api/custom-field-category.md)
- [Custom Fields](https://en.help.firstline.cc/developer/api/custom-field.md): Due to differences across industries and business logic, data requirements also vary. Fixed form formats on the market can hardly meet the needs of all users, so FIRST LINE lets users create the data they need through custom fields.
- [Custom Tables](https://en.help.firstline.cc/developer/api/custom-table.md)
- [Phone Number](https://en.help.firstline.cc/developer/api/phone.md)
- [Country, City, and Region](https://en.help.firstline.cc/developer/api/country-city.md)
- [Address](https://en.help.firstline.cc/developer/api/address.md)
- [Email](https://en.help.firstline.cc/developer/api/dian-zi-xin-xiang.md)
- [Ticket](https://en.help.firstline.cc/developer/api/gong-chan.md)
- [Service Record](https://en.help.firstline.cc/developer/api/service-log.md)
- [Satisfaction Survey](https://en.help.firstline.cc/developer/api/man-yi-du-diao-cha.md)
- [Product](https://en.help.firstline.cc/developer/api/product.md)
- [Order](https://en.help.firstline.cc/developer/api/contact-order.md)
- [Order Items](https://en.help.firstline.cc/developer/api/contact-order-item.md)
- [Knowledge Base](https://en.help.firstline.cc/developer/api/knowledge-base.md)
- [Advanced](https://en.help.firstline.cc/developer/api/advanced.md)
- [Send Message](https://en.help.firstline.cc/developer/api/advanced/send-message.md)
- [Send Message with PUSH API](https://en.help.firstline.cc/developer/api/advanced/send-message/push-message.md)
- [Get Text-Call ID via Hash](https://en.help.firstline.cc/developer/api/advanced/restore-text-call-id.md)
- [Send Message via Text Call ID](https://en.help.firstline.cc/developer/api/advanced/send-message-via-text-call-id.md)
- [Live Chat JavaScript API](https://en.help.firstline.cc/developer/live-chat-javascript-api.md)