🐴2026

🚀 Coming Soon

FANCY points monthly subscription plan launching,Better control AI usage costs

Officially launching this time FANCY points monthly subscription plan, to help enterprises more effectively manage AI usage costs.

This plan is mainly designed for medium and large enterprises and is divided into three tiers: low/medium/high. Companies can obtain a certain amount of points through a fixed monthly fee to use AI and other advanced applications at a more favorable unit cost.

At the same time, it can reduce the complexity of inter-departmental billing processes and internal cost allocation, making budget management clearer and more predictable.

We aim to help enterprises truly adopt and implement AI with transparent, reasonable, and predictable pricing, continuously deliver new features, avoid black-box outsourcing projects and runaway costs, and let companies invest resources in practical applications and results rather than repeated coordination and uncertain risks.

New Persona architecture online to improve AI dialogue comprehension

FIRST LINE AI has now implemented a newly designed Persona architecture, which can more accurately understand customers' continuous questions, reduce response gaps caused by context discontinuity, and improve overall conversation quality.

In addition, we plan to launch more powerful and precise AI marketing and product recommendation features to further strengthen conversions and interactive experiences in scenarios such as e-commerce.

Dashboard adds "Service Tag Trends" analysis

The dashboard will add a "Service Tag Trends" chart to view changes in various service tags over a specific time period. By observing rising or falling trends in tag counts, managers can identify potential service factors. For example, a tag that continues to rise may indicate that related issues or demands are increasing and need early intervention.

"Service Reasons" renamed to "Service Tags" 🏷️

To align terminology across different regions and countries and to support future expansion of related features, "Service Reasons" will be adjusted and renamed to the more straightforward and intuitive "Service Tags" to lower the comprehension threshold and make it easier for new staff and cross-regional teams to get started and use.

This release adds twoearly access features:Message recallandContact blockingto help agents better control processes while handling conversations and create a smoother service experience.

Real-time chat adds message recall feature

In real-time chat channels, you can now performrecall on a single message.

When an agent sends a message by mistake or sends the wrong link or file, they canwithin a limited timerecall that message to reduce communication and service disputes caused by mis-sends.

Contact blocking feature to prevent nuisance messages

This release introduces the Contact Blocking (Beta) feature.

You can block asingle contactin the service desk interface. After blocking, messages that contact sends in that channel willno longer trigger bot flows or automatic repliesand similar behaviors, but messages will still be received and displayed normally.

This feature can reduce interference from spam or harassing messages without needing other methods to handle block situations, allowing agents to focus more on normal service.

💪🏼 New features and improvements

1. The hierarchical menu for custom fields will be separated into its own management item. In the future you can design a hierarchical menu classification set first and repeatedly apply it across different custom fields, making the data structure more consistent, management more efficient, and easier to expand for subsequent applications.

2. Orders and items will add detailed tax information so agents can clearly break down tax components, shorten troubleshooting time, and make finance and operations audit processes more consistent.

3. Adjusted message data structure to strengthen the efficiency of reading messagesin scenarios with large volumes of data, improving overall speed and operational smoothness.

4. Redesigned the "Order" view, splitting information into multiple clear sections to better fit e-commerce use cases and improve overall readability and findability.

5. Product prices now support decimal input to accommodate different currency formats and standards across countries and regions.

6. Removed the mechanism in the service desk message input box where {{****}} variables were parsed only when sent. Parsing will now be completed when selecting a "message template," allowing agents to see the full content before sending and directly edit and adjust it before replying.

7. Removed the four-digit verification code mechanism for delete operations, allowing users to complete tasks faster when processing multiple records.

8. Adjusted the character limits for custom field names and option text, optimized especially for English-speaking countries to avoid truncation or incomplete input due to longer words.

Real-time chat historical contacts explanation

We plan to clean up real-time chat contacts created before 2024 that have had no message exchanges for over a year..

Due to browser characteristics, related cookie and localStorage identification information has long exceeded retention periods, these real-time chat contacts can no longer initiate contact through the original channel, and their conversation data has lost practical meaning, so they will be removed together.

3.00.00.7 - 03/08

• Fixed an issue where the dashboard "Script Event Tracking" dropdown only showed 50 options .

• Adjusted the validation logic for "Allow duplicate phone numbers" in "System Settings." When agent permissions cannot view all customer data, the previous mechanism could result in duplicate creations even when duplicate numbers were not enabled.

3.00.00.6 - 02/25

• Fixed channel category keyword filter functionality

3.00.00.5 - 02/08

• Fixed an issue where batch operations on customers could omit some customers (for example, when applying tags) if filter conditions involved custom tables.

• Fixed an issue where change records for customers and work orders could not be displayed, ensuring related changes can be properly reviewed and tracked.

• Adjusted crawler preference list to prevent Instagram carousel messages from failing to display due to Meta applying special fetching logic when the first image may be a cover image.

3.00.00.04 - 01/30

• Fixed the display state of historical messages during loading to prevent users from mistaking temporary loading for blank or abnormal content.

• Fixed an issue where the play button in the phone satisfaction report was unusable.

• Adjusted the email channel addition process to add corresponding verification checks for different authentication methods to avoid incomplete setup or authentication errors.

• Adjusted the dependency between "password history repetition limit" and "password reuse limit" so the two settings can be enabled and managed independently.

• Adjusted the display timestamps for event records in conversation messages to help agents better understand the conversation timeline and related processes.

3.00.00.03 - 01/14

• Adjusted the validation and prompting mechanism for saving overly long names when the bot script name is entered under a 50-character limit.

• Addedmulti-language display support.

• FixedService reason settings cannot be sorted.

• AI translation service added Indonesian and Filipino to help multinational companies reduce language communication costs.

• Fixed an issue where certain actions on the customer management page could cause customers to be added repeatedly.

• In response to mainstream browsers (such as Chrome, Safari)'s built-in Autoplay Policy restrictions, when a user does not perform any interaction (such as clicking), notification sounds cannot autoplay. This update will addan explanatory notificationto help agents understand and attempt to lift the restriction.

3.00.00.02 - 01/13

• Fixed, in certain situations,message ordering anomalies and duplicate display.

• Fixed the latest messagetimestamp not displaying.

• FixedUnread indicator for automatic event reply messages showing out of syncissue.

• For some users who experienceunstable network connectionsthat cause dispatch and service screens to go out of sync, a compensation mechanism has been added. When the network recovers within a certain time, the system willautomatically attempt to refresh datato reduce the need for manual intervention; at the same time, it will also attempt toadd additional logsfor these users to facilitate subsequent issue diagnosis and tracking.

If your network connection is unstable, please first checkdevice status and network connection, or contact the responsible parties to confirm. This compensation mechanism is only used toreduce agents' manual operation requirementsand does not mean it can completely avoid impacts in all abnormal connection situations.