🐴2026
Coming soon 🚀
3.21.1.1 - 09/23
Fixed an issue where, when filtering the help desk by 'service tags', adjusting or clearing keywords caused category display anomalies and sorting misalignment, so categories now sort correctly according to screen settings.
Fixed an issue where the unread count badge for internal chat in some screens could appear in the wrong position; it will now display correctly on the chat button.
Enhanced the handling of the employee list and online status to reduce duplicate computation and screen update overhead in environments with a large number of employee accounts, improving the smoothness of Inbox, employee menus, internal chat, and other functions.
Fixed an issue where some long-open pages might not refresh immediately after an employee comes online, goes offline, or changes status.
Fixed a synchronization issue in mail account settings where the selected state of the SMTP encryption option could become inconsistent.
Improved the AI Assistant so that when there is no calculable data for a specific date, the line chart now maintains a more continuous and readable presentation, while preserving the correct meaning of 'no data on that day' instead of mistakenly showing 0.
3.21.1.0
This quarter, FIRST LINE will launch several brand-new AI features. As AI model capabilities continue to improve, we are also redesigning and enhancing existing features to bring more intelligent experiences and help businesses provide service more efficiently.Building on the continuous upgrade of our product capabilities, FIRST LINE is also accelerating its overseas market expansion, continuously establishing new locations in Hong Kong, Singapore, Malaysia, Thailand, and other places, and working with local partners to promote products and services, providing more comprehensive local support.
🤖 AI Reply Agent capability upgrade
The AI Reply Agent is getting multiple capability upgrades. It not only understands the text entered by customers, but can now also process images, recommend products, and present responses in a more intuitive way, enabling more customer service and product recommendation scenarios to be handled automatically by AI.
Can answer from images too When customers send product photos, screenshots, and other images, AI will also try to understand the image information and answer with knowledge content, making 'ask by sending a picture' a new service method.
Go beyond answering questions to help drive sales When customers ask about products, AI can directly present recommendations in a product carousel, making the flow from asking, to learning about products, to choosing products more seamless.
Provide quick replies so conversations continue naturally AI can provide suitable quick options based on the response content, allowing customers to quickly move to the next step without retyping the question.
Even complex information can be presented clearly AI responses support table display, making product specs, plan differences, and other structured information easier to compare and read.
The AI processing flow is visible Live chat now shows AI's processing status, including thinking, information lookup, and tool execution, so customers know AI is working on the issue instead of facing a blank waiting screen.
Faster understanding of changes in customer intent
Enhanced message interpretation in specific common scenarios. When customers suddenly switch questions or change topics during a conversation, AI can more quickly re-identify the actual need and reduce cases where it cannot respond in time due to context switching; testing in specific scenarios shows at least a 40% improvement in accuracy.
Added exception-handling message settings
When AI cannot complete the current processing due to reasons such as insufficient points or rejection by safety mechanisms, you can set a dedicated exception-handling message to reply to customers.
It will be clearly distinguished from the default reply for 'no answer,' reducing customer misunderstanding and making message management for different failure scenarios clearer.
AI Assistant
This quarter we are launching a brand-newpilot experimental feature AI Assistant (AI Assistant), trying a more intuitive way for AI to help you find information, keep track of work progress, and analyze service data.
As long as you ask in natural language, AI Assistant can help according to the user's original permissions:
Query knowledge and SOPs: quickly find product operation steps, policies, and related knowledge,speed up onboarding and daily troubleshooting, reducing the time spent looking up information and repeatedly asking senior colleagues.
Keep track of customer context: query customer data, historical interactions, and related service records, allowing service staff to quickly grasp the full background.
Check pending tasks: quickly find unresolved tickets and work status,keep track of to-dos and progress, reducing the risk of missed cases and overdue items.
Analyze operational data: query service volume, CSAT, and other service metrics; some analyses can directly generate charts,lowering the barrier to data organization so teams can discover problems and trends faster from data.
For example, if you ask 'What unresolved tickets do I still have?' or 'Help me summarize the CSAT trend for the last 30 days,' AI Assistant can automatically find and organize the relevant information, reducing the time spent searching across pages and manually compiling data.
💪 AI Skills, enabling businesses to build reusable AI workflows
New AI Skillsallow businesses to organize commonly used brand tone, writing rules, and workflows into reusable AI capabilities, reducing differences in results caused by each agent repeatedly entering instructions.
Administrators can create skills for different work scenarios, set usage instructions, entry points, applicable roles, and available tools, and provide them to AI Writeror AI Assistantto use.
For example, you can create skills such as 'customer service reply,' 'brand social post,' 'complaint case summary,' or 'ticket quick summary,' allowing teams to directly apply existing work rules and improve the consistency and management efficiency of AI usage.
Through AI Skills, businesses are no longer limited to letting each user operate AI on their own, but can further turnthe business's working methods and standards into manageable, shareable AI capabilities.
✍️ AI Writer has been completely redesigned to bring AI directly into daily text workflows
AI Writer has been completely redesigned and can now be used casually in more work scenarios.
The new AI Writer is more deeply integrated into FIRST LINE, and in mostmulti-line text input fieldswithin the platform, such as in the help desk'smessage input, service notesand more, you can select text and use AI Writer directly through the floating menu.
AI can be used in more places: from customer replies to internal service notes, AI can directly help with writing and editing,extending AI capabilities to more frontline work scenarios.
Select text, edit instantly: select existing content and directly polish, rewrite, or adjust the tone,shortening the time from draft to usable content.
without interrupting the original workflow: AI edits happen directly in the current input field, without copy-pasting or switching tools,reducing operational costs and making AI easier to become part of daily work habits.
allowing AI Writer to go beyond a single feature and becomea text editing assistant integrated into daily FIRST LINE operations.
📊 Customer Service Efficiency Metrics Dashboard
The dashboard adds a pilot version of 'Customer Service Efficiency Metrics' pilot version, allowing you to view first human reply, response, follow-up reply, and resolution time service efficiency metrics, and together withaverage, median, and P95, helping managers keep track of both typical service performance and cases with longer waits.
Supports filtering by date, agent, department, team, channel, and business hours, and can also switch day/week/month trends, making it easier to observe waiting changes across different service stages.
View the customer service efficiency metrics tutorial
☎️ Phone AI real-time text (experimental feature)
For some partner companies using the new phone service, we are piloting the 'real-time text' feature. During a call, real-time text content generated by AI processing on the customer side can be displayed and shown directly in the phone operation interface, helping agents stay in sync with the call content and reducing the burden of taking separate notes and recalling the conversation.
At this stage, this feature is mainly used to verify functionality and test the user experience in real service scenarios. The actual support scope, presentation, and available scenarios may continue to be adjusted according to the partner environment and test results.
This feature is currently experimental and is only available to specific partner companies for early access; it has not yet been rolled out fully.
Availability will depend on the company's partnership plan, phone service environment, and permission settings; the feature content and interface may continue to be adjusted based on test feedback and do not represent the final specifications of the official version.
⚙️ Environment variables, centrally manage shared settings in integration flows
Added environment variablesmanagement feature, allowing administrators to centrally maintain settings repeatedly used in Webhook and external service integrations, such as API URLs, system identifiers, API keys, or Access Tokens, reducing the maintenance cost of scattered settings across different flows.
Environment variables support regular variablesandsecret variables. Regular variables can still be viewed after creation; secret variables are suitable for storing sensitive information such as API keys, tokens, and passwords. After creation, the original value can no longer be viewed, and it cannot be changed back to a regular variable.
Through centralized management, shared settings and sensitive information can be maintained more consistently. If you change the name of an environment variable that is already in use, please also verify the references in existing Webhooks or integration settings to avoid affecting existing flows.
⚡Help desk feature adjustments and upgrades
This update includes several adjustments to the help desk's daily operation experience and email handling logic, reducing interruptions and information confusion so agents can handle multiple service cases more smoothly.
Message and email drafts are automatically saved: When writing messages or emails, drafts for each service will be automatically saved within the same browser session. Even if you switch to another service record, you can return and continue the original content, reducing repeated input and the risk of draft loss.
Agent operation area integration upgrade: AI Assistant, internal chat, notifications, calls, and message statusand other commonly used features are integrated into a shared operation area.
When switching between the general pages and the help desk, most features can continue to be used and are no longer limited to a specific page. For example, while browsing different services and functions, you can directlymake outbound calls, use AI Assistant, view notifications, or communicate internally, reducing the operational cost of frequently switching pages and making cross-page workflows more continuous and efficient.
'Start a new email' and the original conversation are clearly separated: when using 'Start a new email' from the help desk, aseparate email conversationwill be added and will no longer be automatically merged into the original email conversation currently being replied to, while still retaining its association with the current service.
Whether it'scontacting internal staff separately, confirming matters across departments, or starting a new branch of communication, the main line and branch emails can be clearly separated, avoiding different communication purposes being mixed in the same conversation and making follow-up tracking and record management clearer.
Through this adjustment, the help desk is now more complete incontent preservation, operational continuity, and email context management, reducing the extra operation and interpretation costs for agents when switching work scenarios.
⚡ Text template operation changes
Text templates now use a faster Slash Command (/) operation, allowing common replies to be incorporated directly into the message writing flow.
The new version adjusts the original text template operation method. While writing a message, simply enter /, and you can directly open and select the template you need without leaving the content you're writing to look for another entry point.
Enter
/, and quickly find templates: call up commonly used templates directly from the input box, shortening the path to search and apply them.Reduce mouse use and interface switching: complete template selection with the keyboard, making high-frequency replies more convenient.
Do not interrupt the writing flow: from input, to finding templates, to applying content, everything can be completed in the same operation context.
Prepare for more quick actions: in line with future
@mentionsand other features, we have reorganized the quick actions in the input box to avoid conflicts with existing operations and to create a more consistent usage logic across different features.
💬 WhatsApp embedded registration integration method
This quarter FIRST LINE will provide a new WhatsApp embedded registrationintegration method, allowing businesses to start connecting WhatsApp directly from FIRST LINE and complete the authorization of Business Portfolio, official WhatsApp account, and phone number according to Meta's official flow.
Compared with the past method that required you to create a Meta developer app and set up technical steps such as Webhook and Verify Token yourself, embedded registration can greatly simplify the setup process and is also closer to Meta's currently recommended integration method.
Reduce technical setup: You do not need to create a Meta developer app yourself, nor do you need to manually set up Webhook or Verify Token.
Start directly from FIRST LINE: the authorization, account selection, and phone number selection flows are more centralized, reducing the operational cost of switching between FIRST LINE and multiple Meta backends.
Easier to continue using existing WhatsApp phone numbers: existing users can continue using or migrate their original phone numbers according to the Meta screen, reducing the need to rebuild external contact channels.
Consistent with Meta's official flow: the interface and account setup flow directly correspond to Meta's embedded registration mechanism, making it easier to cross-reference when reading Meta's official documentation later.
View the WhatsApp embedded registration tutorial
📝 Operational experience improvements
We are also continuously improving daily usage details:
Adjusted the rich text editor format menu to make the toolbar interface more centralized.
Optimized date range and time selection operations.
Improved the error message when data import interface settings validation fails, making the problem easier to identify.
Added message send failure records, when a message cannot be sent successfully due to LINE quota shortages, Facebook customer blocking, or other situations, the failure event will be automatically recorded and displayed in the conversation history. This allows customer service agents to directly understand why a message was not delivered, making subsequent judgment and handling easier and reducing communication gaps caused by unnoticed send failures.
Email templates support variables , 'email templates' now also support variables, allowing customer information and corresponding content to be automatically inserted through variables such as {{ contact.name }}. This allows the same template to be quickly applied to different customers and scenarios, reducing repeated editing and speeding up email reply efficiency.
Whena customer uses the 'quote/reply' feature in LINE to reply to a specific message, the quoted message information will now be displayed whenever possible, allowing agents to directly understand which message the customer is replying to and reducing the time spent confirming back and forth and switching views.
This feature only applies tomessages sent and triggered after the feature update, and existing messages before the update will not be applied retroactively.
The email channel now addspriority rankingsettings; the sorting result will be applied to the sender account selection when replying to emails, making it easier for agents to place commonly used accounts at the front, reducing the time spent searching for and selecting accounts, and improving reply efficiency.
🛠️ Bug fixes
Fixed an issue where some English email subjects could have text incorrectly removed.
Fixed an issue where data was not properly cleared after deselecting a custom field of the employee type.
Fixed loading and scrolling anomalies in some live chat history messages.
Fixed an operation issue that could occur when pressing Enter to search with Chinese input methods.
* Some features are still in testing or preparation before launch; the actual feature content and release timing are subject to the official version.
3.9.22.5
Improved the display synchronization mechanism for new messages, fixing an issue where in some scenarios the new message notification arrived before the message data finished updating, causing the screen not to show the latest message immediately and only display it correctly after waiting or refreshing.
3.9.22.4
Fixed the WhatsApp contact data writing issue caused by Meta's recent data format adjustments. When a user has not interacted with the business number within the past 30 days, Meta may no longer provide
wa_id. The original flow relied only onwa_idcreating contact data, which caused the data write to fail and in turn led to some messages being lost.Fixed an issue where the phone blocklist could not be configured.
3.9.22.3
Fixed an abnormal statistics interval filter in the 'ticket status trend' section of the dashboard, and fixed display issues with the statistical data.
Fixed an issue where the 'Save customer feedback' function in the bot node 'AI Reply Agent' could not be saved correctly.
3.9.22.2
Adjusted the date selection input method. When selecting a date range that includes hours, minutes, and seconds, after completing date selection, the start time 00:00:00 and end time 23:59:59will be automatically filled in, effectively reducing operation time. If needed, you can still manually adjust hours, minutes, and seconds.
Enhanced the agent response workflow. When automatic messages for 'agent response service messages' are configured, fixed an issue where the first message might not be displayed immediately in the interface because the send time was too close, improving the stability and consistency of message display.
3.9.22.1
Adjusted the dashboard 'conversation queue' display mechanism. Considering long-duration display scenarios such as TV walls, the high-frequency request prompt has been removed to avoid affecting screen viewing.
Fixed an issue where images and videos uploaded in the knowledge base editor could not be displayed properly.
Fixed an issue where custom fields for customers, tickets, etc. could not properly select dates when filtering by date type.
Adjusted 'maximum service count' in employee settings and restored the 'no service required' option.
For some on-premises enterprise environments, support fordynamic assignmenthas been added and will be gradually rolled out depending on the deployment environment to improve the flexibility and efficiency of conversation assignment.
Fixed the email subject prefix detection mechanism to prevent normal English words such as Registration and Regression from being mistakenly identified as reply prefixes and truncated, ensuring email subjects are fully displayed and improving accuracy in email recognition and search.
Fixed an issue where the custom field 'employee' type could not be saved properly after being deselected. After clearing a selected employee, users can save successfully, avoiding the field data being forced to retain the old value.
3.9.22
Live chat history contact explanation
This version will officially archive live chat contacts and conversations created before 2025 and with no message exchange for more than a year.
Due to browser mechanism limitations,related cookies and identification information have already exceeded their retention period, and these contacts can no longer be reconnected through the original live chat channel.
Therefore, most related conversation data has lost its practical value, and will be archived and cleaned up together to reduce unnecessary data burden.
In addition to continuously strengthening AI models to handle more real-world scenarios, this major update also sees us partnering with multiple multinational enterprises this quarter to launch several new features that improve agent efficiency and automation capabilities.
Through AI, automation flows, and integration capabilities, we help businesses build faster, more stable, and scalable customer service and operations experiences.
AI reply inference mode launched
The chatbot 'AI Reply Agent' action node now includes a setting to 'allow AI to generate a reply when no answer is found.'
When the knowledge base cannot provide a clear answer, AI can offer directional suggestions, guide the next step, or supplement related information based on the question content, creating a more natural and continuous conversation experience.
According to internal simulation tests, compared with fixed template replies, enabling this feature can increase effective conversation depth by about 30% to 80% and reduce repeated questions.
If applied to high-risk scenarios such as finance, healthcare, or legal services, you can choose to disable this feature and prioritize replies based on verified content to reduce the risk of AI-generated content.
Conversation deferred processing mechanism
A new 'deferred processing' feature has been added and can be operated in the help desk. When a service cannot be handled immediately (for example, waiting for a customer or another department to reply), the conversation can be set to deferred processing and temporarily removed from the processing queue.
When the set time ends, or when a new message is replied to, the conversation will automatically reopen to remind the agent to continue handling it.
This feature helps teams manage pending items effectively, prioritize immediate needs, and avoid missing conversations that need follow-up.
Email templates add HTML source code mode
Email templates now include an 'HTML source code mode' that supports directly pasting code from third-party EDM services or existing templates.
Compared with visual editing, this mode provides greater flexibility and control, allowing fine-tuned layouts and styles, suitable for advanced marketing or brand customization needs.
Please note that different mail services have different levels of HTML support, so the actual display may vary.
Email customer idle reminder feature
The email channel now adds features related to 'customer idle reminders,' including the following three settings:
When the customer starts being idle
Idle reminder email content
When the customer continues to be idle
This can help agents with follow-up and reminders, reducing cases where service is interrupted because the customer has not replied for a long time.
Automation scenarios support more trigger conditions
Automation now adds more trigger points, including:
Customer added 'at read time'
Conversation added 'when the customer is idle'
With more trigger conditions, you can create more complex automation scenarios, such as data synchronization, idle reminders, follow-ups, or cross-system notifications.
The contact page has been completely redesigned
The 'Contacts' page has been redesigned and now officially integrates contact information from the 'email' channel.
You can now directly view historical conversations and email content that a specific email address participated in, quickly review customer interaction records, and improve lookup efficiency and service continuity.
Whether for customer service follow-up, case tracing, or cross-department collaboration, you can more completely grasp the customer's historical interaction context.
Conversation queue filter adjustments
The dashboard 'conversation queue' adds test pilot version filter conditions.
You can now filter by messages sent by customers within a certain recent time period, helping you quickly grasp conversations with recent interactions.
At the same time, the status filter will also be redesigned as a dropdown menu, making the interface more concise and leaving room for future expansion to support more status types and multilingual display.
💪🏼 New features and improvements
Phone dialing interfacehas added a 'call environment check' feature. Through browser-based checks of microphone, speaker, and other device status, it helps confirm whether the current environment supports internet calls and is used for preliminary troubleshooting of basic issues.
Adjusted the length limit for ticket sub-status names to improve flexibility and compatibility in English and other multilingual environments.
Redesigned the custom field settings interface for the script 'pre-fill service record'. You can more clearly see the field type and corresponding data settings, and by switching setting variables, improve flexibility and clarity of operation.
The live chat channel now supports, when an agent sends a video attachment and conditions are met,automatic conversion to a video-type message, rather than displaying it only as a hyperlink, allowing customers to play and view the video content directly in the conversation.
The 'logout' status for agents will be renamed to 'offline', to avoid semantic misunderstanding. In fact, this status does not mean the agent performed a logout operation, but rather that the agent is not currently maintaining an active connection with the system, such as when the webpage is closed, the browser is sleeping, the network is disconnected, or the page stops working. Therefore, using 'offline' as the status name is closer to the actual situation. For example, when an agent closes the webpage but the login authorization is still valid, the status should be shown as 'offline' rather than 'logout'.
In system settings,the option for the maximum number of conversations an agent can handle has been increased from 100 to 200, to support the higher volume of conversation handling needs of large enterprises.
The interface experience continues to be enhanced, including new prompt text and operation guidance, helping new users understand features and workflows more quickly and lowering the learning and usage threshold.
The email content input limit has been increased from 20,000 characters to 50,000 characters, supporting richer and more complete email content editing needs. Whether it's long-form customer service replies, notification emails, marketing content, or complex HTML EDM templates, there is now more room to edit, reducing the need to split or shorten content due to length limits.
To meet the needs of overseas enterprise users,product price settings now support amounts less than 1 or even 0, such as 0.49, 0.99 price formats. This supports pricing strategies commonly used in more international markets, meeting small-value payment scenarios such as digital goods, subscription services, and promotional campaigns.
Continuing the previous item,the upper character limit for product names has been increased from 60 characters to 200 characters. It now supports the long product name scenarios commonly seen in overseas markets, including complete information such as brand, model, specifications, capacity, color, and regional version. For example: Apple MacBook Pro 16-inch M4 Max Chip 48GB RAM 2TB SSD Space Black International Version, reducing truncation of product information and improving product recognition and management convenience.
For filtering phone numbers in call records, based on common usage habits and query performance considerations,the default will now use 'prefix fuzzy search' mode instead of 'fuzzy search'. Since phone numbers are usually entered or identified starting from the first few digits, prefix fuzzy search covers most query scenarios while effectively narrowing the search range and improving query speed and user experience.
Legacy report featurenow adds progress display and a cancel button. When a report involves organizing a large amount of data, you can view the current processing progress in real time and cancel the report organization task if needed, reducing the user burden caused by long waits and repeated operations.
The permissions page will add explanations and prompt text for some special permissions. Through clearer descriptions of purpose, restrictions, and scope of impact, administrators can quickly understand the actual effect of each permission and reduce misconfiguration or misunderstanding.
The ticket follow feature has been changed froma pop-up dialog to a dropdown menu, improving display and operational compatibility on some tablet devices.
The Instagram channel hasAdded support for the “Shared Post” message type, so shared post content from customers can now be displayed correctly, improving message completeness and conversation experience.
Contacts in the email channel,will no longer show a prompt or block the creation of a new service simply because other services are already in progress.
The usage scenarios of the email channel differ from instant chat. A single contact can simultaneously exist in multiple independent email subjects, inboxes, or processing workflows. For example, the same contact can send a “return” inquiry to inbox A for processing, and also send a “purchase” inquiry to inbox B for processing. These are different business scenarios and do not affect each other.
Therefore, the relevant logic has been adjusted so the email channel can create and handle multiple independent services at the same time, according to actual usage scenarios.
Fixed an issue where the password history duplicate check was still triggered even when “Password history duplicate restriction” in system settings was set to not check.
Fixed an issue where regular expression rules became invalid when a custom field name ended with “*”.
Fixed the dashboard “Service Level” filter logic. Since the phone channel does not have channel account settings, data could not be displayed properly under certain filter conditions. After this adjustment, statistics and filtering logic for the phone channel will be handled correctly, preventing display issues caused by missing channel account information.
Fixed the issue where conversations could not be searched properly in the “Online Channel” on the service list and contact pages. You can now correctly search online channel conversations on the relevant pages, improving data lookup and service tracking efficiency.
Fixed an issue where, when using the service desk “Start New Email” function, if the recipient was a newly created email contact at that moment, the email might not be sent properly.
Fixed an issue where, when using the email channel’s “Send Test Email” function, if the test failed due to an incorrect username/password, abnormal SMTP server settings, connection failure, or other integration issues,only the generic
Server Errormessage, making it impossible for users to determine the actual cause.For some users using the new phone service (R8), the call status display has been enhanced with clearer status information, such as “Logged out: connection timed out” and “Logged out: duplicate account login,” making the cause of the issue more intuitive and easier to understand.
For some users using the new phone service (R8), an issue that could cause no audio in certain transfer scenarios has been fixed. For example, after a call is answered by agent A and transferred to internal extension B, under certain conditions there may be no audio after the call continues for a period of time.
Lastly, some interface text, explanatory content, and tooltip messages will be adjusted to avoid being too technical, not intuitive enough, or having inconsistent perspectives.
3.6.10.4 - 04/18
Explanation of the communication initiation process adjustment
We will redesign the service process for agents proactively initiating contact.
Going forward, conversation records will be assigned based on where the action was taken, and will no longer be automatically associated with the earliest incomplete service.
This adjustment helps prevent different service themes from being mixed into the same record, reducing the risk of data confusion and improving the accuracy of service records.
The updated rules are as follows:
Initiating contact within the service desk\ The conversation record will be associated with the service currently being viewed.
Initiating contact outside the service desk(e.g., customer pages, individual service pages, etc.) \ The system will automatically create a new service record.
This item will first go live on some channels (such as LINE and email), with other channels (such as SMS) expected to be updated gradually within this quarter.
💪🏼 New features and improvements
Dashboard “Service Level” channel filter statistics abnormal,Fixed an issue where filtered data was displayed incorrectly.
Custom field hierarchical menu operation abnormal,Fixed an issue where an unnecessary warning window appeared when reopening batch edit.
3.6.10.3 - 04/10
Added Instagram channel support to display post messages sent by customers, making the content presentation more complete and easier to review and handle later.
Fixed the issue where point values were displayed incorrectly in the subscription points plan.
3.6.10.2 - 04/01
Fixed an issue in chatbot “Business Hours” where the date was not shown in the special period “Specified Date” dropdown.
Adjusted the display method of the points subscription plan.
Adjusted the issue where some related interfaces did not update in real time after changing the customer name in the service desk.
Adjusted the issue where the “&” character was escaped in messages containing hyperlinks.
Fixed an issue where the script’s simulate bot function could not run properly at some nodes.
Fixed an IP allowlist translation error,The issue where “System” and “API” were displayed in reverse on a single page has been fixed.
Fixed the ticket email alert issue,The abnormal alert that could be triggered when using “Send Email” in a ticket has been fixed.
3.6.10.1
FANCY Points Monthly Plan launched,to control AI usage costs more effectively
Officially launching this time FANCY Points Monthly Plan, helping businesses manage AI usage costs more effectively.
This plan is mainly designed for mid- to large-sized enterprises, with three tiers: low, medium, and high. Enterprises can obtain a certain amount of points via a fixed monthly fee, and use AI and other advanced applications at a more favorable unit cost.
At the same time, it also reduces the complexity of cross-department billing processes and internal cost allocation, making budget management clearer and more predictable.
We hope to help enterprises truly adopt AI and put it into practice with transparent, reasonable, and predictable pricing, while continuously accessing new features, avoiding black-box outsourcing projects and uncontrolled costs, and enabling companies to invest resources in actual application and results rather than repeated coordination and uncertainty risks.
A brand-new Persona architecture goes live, improving AI conversation understanding
FIRST LINE AI has now adopted a newly designed Persona architecture, enabling more accurate understanding of customers’ follow-up questions, reducing response gaps caused by inconsistent context, and improving overall conversation quality.
In addition, we also plan to launch more powerful and precise AI marketing and product recommendation features, further strengthening conversion and interaction experiences in e-commerce and other scenarios.
Dashboard adds “Service Tag Trend” chart
The dashboard adds a pilot version of 'Service Tag Trend” chart, used to view changes in various service tags over a specific time period. By observing rising or falling tag counts, managers can identify potential service factors; for example, a steadily rising tag may indicate an increase in related issues or demands that requires early intervention.
Dashboard adds “Customer Tag Trend” chart
Dashboard adds “Customer Tag Trend” chart, used to view changes and trends in service tags by counting according to the time the tags were applied within a specific time period.
By observing changes in tag counts, it can help determine the actual situation; for example, a steadily rising tag related to a product may indicate increasing demand for the product or a concentration of issues.
“Service Reason” renamed to “Service Tag” 🏷️
To align terminology across regions and countries and support future feature expansion,Service Reason will be renamed to the more straightforward and intuitive Service Tag, lowering the learning curve and making it easier for new staff and cross-regional teams to get started and use it.
This release adds twopreview features:Message RecallandContact Blocking, helping agents better control processes when handling conversations and creating a smoother service experience.
Instant chat adds message recall functionality
In the live chat channel, it is now possible torecall a single message.
When an agent mistakenly sends a message, wrong link, or file, they can recall that messagewithin a limited time, reducing communication and service disputes caused by accidental sending.
Contact blocking feature to prevent disturbing messages
This release introduces Contact Blocking (Beta) feature.
You can block asingle contact in the service desk interface. After blocking, messages sent by that contact on that channel willno longer trigger bot flows or auto-replies and similar actions, but will still be received and displayed normally.
This feature can reduce disruption from spam or harassing messages, eliminating the need to handle blocking scenarios through other means, so agents can focus more on regular service.
Service record reopening mechanism to improve SLA and process accuracy
In order to provide more accurate SLA and total service time data in the future, and support more extended features (such as creating automated workflows via API), the handling of service records will be adjusted.
Service records aftercompletion will no longer allow direct modification, and will instead use a more standard reopen (Reopen) mechanism.
When a service is reopened:
the service will return tothe original responsible agent
status will change back to in service
to establish a more standard service process structure for future APIs and automated workflows.
💪🏼 New features and improvements
The hierarchical menu for custom fields will become a separate management item. In the future, you can design a hierarchical menu classification first and reuse it across different custom fields, making the data structure more consistent, management more efficient, and future applications easier to expand.
Orders and line items will add tax breakdown details, allowing agents to clearly dissect tax components, shorten troubleshooting time, and make finance and operations audit processes more consistent.
Adjust the message data structure to enhance the efficiency of reading messages in large data-volume scenarios, improving overall speed and operational smoothness.
Redesign the “Order” view screen, splitting information into multiple clear sections, better matching e-commerce use cases and improving overall reading and lookup efficiency.
Product prices now support decimal input to accommodate amount formats and standards in different countries and regions.
Removed the mechanism in the service desk message input box where
{{****}}variables are parsed only upon sending. Variables are now parsed uniformly when selecting a “message template,” allowing agents to see the full content before sending, and to edit and adjust it directly before replying.Removed the four-digit verification code mechanism when deleting, allowing users to complete tasks faster when handling multiple records.
Adjusted the character limit for custom field names and options, optimized especially for English-speaking countries to avoid truncation or incomplete input due to longer words.
Order data adds a “Shipping Method” field
Live chat history contact explanation
Planned for live chat contacts created before 2024 and with no message exchanges for more than one year to beorganized.
Due to browser behavior, the associated cookie and localStorage identifiers have long expired. These live chat contacts can no longer be contacted through the original channel, and their contact conversations have also lost practical value, so they will be removed as well.
3.0.0.7 - 03/08
Fixed the issue where the Dashboard “Script Event Tracking” dropdown only displayed 50 options .
Adjusted the validation logic for “Allow duplicate phone numbers” in system settings. When agents do not have permission to view all customer data, the original mechanism could cause duplicate entries even when duplicate numbers were not enabled.
3.0.0.6 - 02/25
Fixed the channel category keyword filtering function
3.0.0.5 - 02/08
Fixed an issue where, when performing batch operations on customers and the filter criteria involved custom tables, some customers could be omitted from the operation (for example, when applying tags).
Fixed the issue where change logs for customers and tickets could not be displayed, ensuring related changes can now be viewed and tracked normally.
The crawler preference list has been adjusted to prevent Instagram channel carousel messages from failing to display when the first image may be treated as a cover image and Meta applies special scraping logic.
3.0.0.4 - 01/30
Adjusted the display state of historical messages during loading to prevent users from mistaking temporary loading for blank or abnormal content.
Fixed the issue where the play button in the phone satisfaction report could not be used.
Adjusted the email channel creation flow by adding corresponding validation mechanisms for different authentication methods to avoid incomplete settings or authentication errors.
Adjusted the dependency relationship between “Password history duplicate restriction” and “Password duplicate usage restriction”; the two settings can now be enabled and managed independently.
Adjusted the timestamp display for event records in conversation messages, making it easier for agents to understand the conversation timeline and related process.
3.0.0.3 - 01/14
Adjusted the case where the bot script name, under certain conditions, entered the 50-character limit, and the validation and warning mechanism for saving overly long names.
Added order-related status optionsmultilingual display support.
Fixedthe issue where service reason settings could not be sorted.
AI translation service adds Indonesian and Filipino, helping multinational companies reduce language communication costs.
Fixed an issue on the customer management page where certain actions could cause customers to be added twice.
In response to mainstream browsers (such as Chrome and Safari) built-in Autoplay Policy restrictions, prompt sounds cannot play automatically when the user has not interacted (for example, clicked). This update will add explanatory tip messages to help agents understand and try to remove the restriction.
3.0.0.2 - 01/13
Fixed, under certain conditions,message sorting anomalies and duplicate display.
Fixed the latest messagetimestamp not being displayed.
FixedUnread marker display for automatic event reply messages not syncing issue.
For some users, due tounstable network connections, a compensation mechanism has been added for situations where the assignment and service screens are out of sync. When the network recovers within a certain period, the system willautomatically try to refresh the data, reducing the need for manual intervention; it will also try toadd additional logs to facilitate subsequent issue diagnosis and tracking.
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