> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/master/change-log/archive/2021.md).
# 2021
Be sure to not miss out on new features and improvements! 🚀
## 1.94.58
Dear FIRST LINE user, hello! As the year comes to an end, we wish you a Merry Christmas and a Happy New Year in advance. Wishing you safety and success in the new year.
**New Features**
* **Added “incoming channel” condition to conversation scripts**\
Added a condition to determine the customer's incoming channel source for script routing or reply decisions.
* **Added “page URL” related applications to conversation script events and conditions**\
If you use the “embed code” method for web integration, you can obtain page information including page title and URL, and display it in the helpdesk interface. Of course, you can also use it in scripts — for example, when a customer enters the “cart” page, proactively send discount information to reach them or discover potential customers.
* **Added note type to conversation script action “send message”**\
Through note messages, inform customer service staff of additional information or mark conversations.
* **Added “message type” to conversation script conditions**\
Easily determine whether the customer's sent message is text or non-text to branch workflows.
* **Added message variables to conversation scripts**\
Added variables like “queue length” and “webpage URL.” With variables, you can craft more personalized messages, for example: “Hello, there are currently about {{ queue.length + 1 }} people waiting; the wait time is {{ queue.wait \* 10 }} minutes.” to inform customers of more details.
**Improvements**
* Report “Service Record Pivot” added “Service End Date” and “Service Start Date” fields.
* Adjusted display of ticket “Status” and “Priority” for clearer differentiation between items.
* Live chat widget now checks customer's websocket connection and will notify the customer if disconnected and unable to receive messages.
* Custom forms on customer and ticket pages now have single-field search to help quickly find data.
* Added a no-timeout option to “When customer remains idle” in company settings.
* Reports now have safeguards to prevent accumulation when adjusting conditions mid-process.
**Bug fixes**
* Fixed breadcrumb display name for “event responses.”
* Fixed timeout determination display in the “tickets” list.
## 1.89.50
**Improvements**
* Now if**you are not on the current system page and the customer sends a new message during that time**, a dispatch-like alert will play a sound and flash the window title to notify you. We also adjusted the alert sound,**changing it to a short, low-frequency tone**, to avoid disturbing customer staff with high service volumes.
* Dashboard “Service Level” adjusted to decimal display for phone channel.
* Will now record your previously selected customer keyword field to reduce operation time.
* Adjusted some browser display styles for the “Help Center” article pages.
* Automation now has an exclusion condition for “specific live chat channels.”
**Bug fixes**
* Adjusted displacement issues for certain message types in “internal chat.”
* Fixed alarm alerts during phone transfers in special situations.
## **1.89.44**
**New Features**
* **Added “note” function to channel replies** 📔
For content intended only for internal members or for agents' personal notes, we've added “note” messages to help agents add extra annotated information and easily record important details about messages.
**Improvements**
* **Message display redesign** 💬
With the new “note” message type, historical messages in a conversation are no longer grayed out. We added conversation icons and new color schemes to highlight differences between message types.
* **Customer keywords redesigned**🔥
Redesigned customer keyword search: the keyword field is now split into multiple fields for more precise searches and improved scalability and performance for large enterprise users.
* Conversation script “send message” action can use message variables to customize content.
* Live chat client now checks the browser to determine whether to notify of network disconnection.
**Bug fixes**
* Adjusted display displacement issue in the “message templates” menu.
* Fixed display issue when “business hours” special periods exceed 15 entries.
* Fixed the description for satisfaction survey’s “minimum message count” setting.
## 1.88.42
**Bug fixes**
* Fixed the TV wall feature in the dashboard.
## 1.88.41
**New Features**
* **Dashboard added service average and wait time tools**
Added commonly used service level information presented visually to show enterprise-wide service and help discover and improve bottlenecks in customer support teams.
* **Redesigned phone status switching**
To accommodate other locales and future expansion, we redesigned the display and switching method. The new switching allows you to change from one not-ready state to another without going ready first.
**Improvements**
* For users of phone channels, adjusted microphone permission prompts to better clarify current microphone status.
* Dashboard “Agent Status” added TV wall feature.
* Added conversation keyword search in service records.
* Live chat greetings now have option settings to help customers more easily trigger scripts or keywords.
**Bug fixes**
* Fixed ticket list display errors in specific situations.
* Fixed incorrect customer display when changing ticket owner.
## 1.86.35
#### New Features
* **Agent status**
Agents can set their own status, such as away or ready, to determine whether they can serve customers. Status not only indicates availability but also affects routing from message channels (LINE, Facebook, etc.). Agents can manually set themselves to ready or away at any time.
* **Dashboard added agent status**
With the new agent status feature, we've built a tool to quickly view the entire service team's status, with plans to expand information further.
* **Service queue display adjustments**
Adjusted the display width and number for “in service” and “waiting” areas and added labels to help identification. Also added an interactive window display for “in service” to help high-volume agents quickly view and switch customers for smoother service.
**Improvements**
* Adjusted conversation merge logic: incoming calls will no longer be proactively merged into a single service record.
* Removed “System Status” from management features; it will be replaced by “Agent Status” in the dashboard.
* Enhanced display within custom field type “customer form relation.”
* “Broadcast messages” will no longer fetch all channel customer counts at once; counts will be calculated sequentially based on selected channels to avoid overly frequent requests and errors.
* Adjusted API single-request data limit to 100 records to prevent the system from receiving more data than it can handle and ensure fair allocation of system resources.
**Bug fixes**
* Fixed “message template” search display issue.
## 1.85.31
#### New Features
* Automation can now use data source “custom fields” as trigger conditions to build smoother enterprise workflows and more use cases.**(Beta)**
* Text templates can use variables to send customized content including customer name, ID number, membership number, etc., to deliver more effective and personalized messages.
* “Service” in the helpdesk added auto-save: the system will auto-save all changes while you type to avoid data loss from unexpected events.
**Improvements**
* Removed 10-attachment limit for customers and tickets so you can attach more complete information.
* Customer social media data such as LINE, Facebook Messenger, etc., can now include additional remarks.
* Custom field customer relation types can filter out non-current customer data.
* Knowledge base list display adjusted in the helpdesk to quickly view titles and content.
* Email template subject field is no longer required to help agents reply faster in different scenarios.
* “Call records” now include end time information.
* Adjusted display and click position of “call records” service records.
* Added reconnection mechanism for unstable phone networks; if your network recovers, in most cases the call can resume even during an ongoing call.
* Live chat client images can be clicked to enlarge.
**Bug fixes**
* Fixed inability to filter “subscript” menu in conversation scripts.
* Fixed layout glitch for some placeholder variables in webhook scripts.
* Fixed error using custom fields in the “tickets” tab in helpdesk and customer views.
* Fixed inability to save after changing category names.
* Adjusted some interface displays and wording.
* Adjusted “automation” issue where customer tag changes sometimes did not trigger.
## 1.83.81
#### New Features
* **Service record automation, file automation**\
From now on, companies can use automation triggers to sync or apply more related service information.
* **Enforce SSO login**\
For companies using SSO, users without administrator permissions must authenticate via SSO and cannot log in with system username/password, helping IT departments manage users.
**Improvements**
**Phone**
* Adjusted phone detection mechanism to display reminders for unstable-network users in special cases when they cannot be answered.
* “Call records” multi-select can now stack; you can select up to 100 recordings to download at once.
* You can proactively create a record for calls without an associated service record via “call records.”
**Email**
* Email now previews image-type attachments faster without additional download.
* Email can manually decide whether to include quoted reply content to facilitate follow-up work.
**Automation**
* When your action triggers an “automation,” a notification message will be sent to inform you.
* Automation added trigger conditions to reduce integration load and resource consumption for enterprises.
**Interface and others**
* Adjusted display of customer contact information so you can see more on a single screen.
* Service result items can now be reordered.
* You can now rename files directly in customer and ticket attachment lists.
* Adjusted service record list display to remove unnecessary items so users with low resolution can browse information faster.
* Some helpdesk styles adjusted to reduce visual clutter so agents can focus more on service.
## 1.81.75
#### **Improvements**
* When agents send messages via Facebook Messenger channel, the system will attempt to use the “HUMAN\_AGENT” tag to extend the message sending window on Facebook.
**Bug fixes**
* Interface text overflow issue where text cannot fully display.
## 1.81.73
#### New Features
* [💁🏻](https://emojipedia.org/person-tipping-hand-light-skin-tone/) **Helpdesk interface redesigned**
1. Adjusted “Customer” display in the helpdesk to better clarify customer block relationships and distinctions.
2. Helpdesk “channel integration” information moved from the “Customer” tab to the header area to align with data definitions across regions.
3. “Service Reasons” now displayed as a side tab similar to “Service Results” to help enterprises with many options quickly select items.
4. Fixed component display issues at low resolutions, though 1280\*720 or higher resolution is still recommended.
{% hint style="warning" %}
**Service details (service reasons)**Due to browser compatibility rules,**the “auto-save” mechanism will be removed**, if a service detail has some entered or selected data, before switching to another service card the agent must actively press the save button to preserve the service detail page information. Please pay attention.
{% endhint %}
* [🗄️](https://emojipedia.org/file-cabinet/) **Custom field categories added “customer attachment” form type**\
For customer file attachments, you can now flexibly extend data such as “description” and “file source.”
* [🗂️](https://emojipedia.org/card-index-dividers/) **Custom fields added “customer form relation” type (Beta)**\
With “customer form relation” fields you can establish relations between different form data for the same customer to create linked information—such as relations between “orders” and “items” or “consultation” and “treatments”—to quickly build a more complete CRM.
* **Microsoft Azure AD single sign-on**\
Integrated Microsoft Azure sign-in to provide centralized enterprise management without the hassle of maintaining multiple accounts.
**Improvements**
* “Conversation scripts” now display current number of operations added and limit warnings.
* Removed restriction in Helpdesk preventing changing customer for multiple conversations under a single service.
**Bug fixes**
* Fixed abnormal navigation path for “extensions.”
* Added “more” button to fix quantity display issue in “service results” list.
* Fixed abnormal display when adding some “custom fields.”
* Fixed display for calculation of custom field limits.
## 1.78.65
#### New Features
* **Dashboard added ticket priority trends** \
Quickly view priority distribution of tickets created in the last seven days to help enterprises allocate resources accordingly.
* **Single date picker added “Now” button** \
For single date pickers, press the bottom “Now” button to quickly input the current time.
**Refinements**
* **Live chat customer send-failure display**\
When a customer cannot send a message due to file size or network disconnection, a failed-send notification or reason will be shown for the message.
* **Customer import related APIs opened**\
You can now create import schedules via API to import according to specified time and files.
* **Facebook Page can now adjust display name**
* **Removed txt format from report downloads**\
Due to current data structure and types, TXT format is no longer supported. Please download as CSV instead.
**Bug fixes**
* Fixed display issue when customers send files in some live chat cases.
* Fixed display of agent names related to call records.
* Fixed sorting and display issues for service reasons.
## 1.77.57
#### New Features
* **Added individual branding for live chat** 📸\
We support multiple brands or enterprises in a single system. You can now set individual branding to better match company styles.
* **Live chat added “allow file upload” setting** 🗃\
You can now decide whether to allow customers to upload files or restrict them to sending messages only.
* **Dashboard added “ticket status trend volume”**\
Quickly see ticket status for tickets created in the last seven days to help you understand ticket distribution and allocate resources accordingly.
**Refinements**
* **Merged “Recordings” and “Call Records”**\
We will gradually integrate interfaces of similar and highly overlapping features to focus on providing better functionality and make it easier for new staff and users to get started.
* **Adjusted interface display style**\
We changed some data previously shown as a “sidebar” to an “interactive window” presentation to ensure consistent system design and present more information to low-resolution users.
* **Text queue added filter for disabled channels**\
In dashboard text queue condition “channel,” you can specify whether to show disabled “live chat” accounts.
* **Text queue display adjustments**
If the current customer has system customer information, the name displayed will use the customer data. To support future feature expansion and recognition, we adjusted positions for some displayed information.
* **Phone incoming handling: helpdesk customer logic adjustments**\
Adjusted logic for whether duplicate phone numbers are allowed:\
Allow duplicate phone numbers: when multiple customers are found, do not auto-bind.\
Disallow duplicate phone numbers: when multiple customers are found, auto-bind to the first one.
**Bug fixes**
* Fixed some search options failing to display properly.
* Adjusted satisfaction-related display and recording methods.
## 1.75.54
#### Features
* **WhatsApp channel integration**\
We will partner with Twilio to provide WhatsApp channel integration to assist medium, large, and multinational enterprises in service integration.
* **Prioritize assignment to last servicing agent**\
You can enable this in Company Settings > Text Channels. If the customer's last agent is online, enabling this will preferentially assign to that agent, but dispatch will still consider skills and service limits.
* **Service records added search filters for “channel integration” and “channel type”**\
List pages now include multiple filters and icons to help agents quickly filter needed information.
* **❗Interface and feature consolidation**\
We will gradually merge interfaces with similar and highly overlapping features to focus on providing better functionality and make it easier for new staff and users to get started. Planned merges include:\
**1. The “Conversation Records” list page will be merged into the “Service Records” list page.**\
**2. “Recordings” will be replaced by “Call Records.”**
**Refinements**
* Helpdesk conversation box now supports dragging files to send.\
* Adjusted microphone detection rules.
* Adjusted “internal chat” notification mechanisms and interface.
**Bug fixes**
* Fixed issue where some satisfaction options could not be set in certain situations.
* Fixed calculation method for custom field limits.
* Fixed message display issues in certain live chat situations.
## 1.73.51
#### Features
* **Live chat added appearance options**\
You can now set secondary colors that will appear in conversations, buttons, and accent effects.
* **Dispatch adjustments**\
Dispatch mode will no longer assign only based on customer arrival time. If an online agent's skill matches and they have available capacity, the system will prioritize assigning that agent.
* **Added phone-related charts**
* Added a dashboard tab dedicated to the “phone” channel
* Chart “phone queue status” now shows more field information
* Added “single-day incoming overview” and “recent incoming overview” chart tools
* **Added “recently viewed” feature**\
Breadcrumbs will show your past records to make it easier to go to needed pages and reduce clicks.
**Refinements**
* Prevent distortion accumulation when the current browser cannot play the text-incoming alert sound.
* Added duplicate login alert notification for phone agents.
* When a customer fills out a satisfaction survey, replies will now also appear in the conversation record.
* Helpdesk list style adjusted based on channel background and social media profile pictures.
**Bug fixes**
* Fixed “code” icon in knowledge base editor.
* Fixed resetting of auto-friend settings when changing linked conversation scripts on LINE channels.
* Fixed inability to display custom field table types over 15 rows.
## 1.72.37
Updated: July 4, 2021
#### Features & improvements
* **Added script actions “search knowledge base” and “is agent online”**\
You can use an “action” in scripts to search knowledge base keywords to find articles, saving you from setting multiple keyword groups
; and added a condition to check whether an agent is online.
* **Added satisfaction survey resend count settings**
From now on, you can customize in “Satisfaction Survey” the number of resend attempts and messages when a customer’s answer does not match the required format, and the satisfaction overdue message.
* **Added “history messages” feature for message-type channels**\
You can scroll up in the conversation window within active service or conversation records to display past history messages.
**Bug fixes & refinements**
* **Adjusted service record display interface**\
Changed the way service-related text is displayed by adding animations to improve recognition.
* **Removed forced logout by system status**\
Due to browser limitations and other factors, this feature is currently unavailable and has been temporarily removed.
## 1.71.45
Updated: June 27, 2021
#### Features & improvements
* **Added live chat LIFF integration**
You can now bind LINE’s LIFF functionality in live chat to direct customers to live chat as an alternative to Message API delivery. Without webpage redirects, this can effectively reduce push costs. Please refer to “[Embed service into LINE](https://help.firstline.cc/feature/channels/live-chat/liff)"
* **Integrated chatbot interface into auto-reply**\
Merged the chatbot toggle and switch-to-agent keywords into the “Auto Reply” section.
* **Added single-agent filter to agent call efficiency report**
* **Added some automation conditions for conversation records**
## 1.71.30
**Features & improvements**
**Added filter conditions to text queue**
**Notification center style adjustments**\
Removed redundant information and rearranged items and positions so users can quickly review items.
## 1.70.00
Updated: June 9, 2021
#### Features & improvements
* **Added move buttons within scripts**
Added left/right move ordering within the same level of conversation scripts.
* **Added satisfaction pivot report**\
Quickly view each agent's service quality.
* **Added conversation record automation (beta)**
You can trigger enterprise integrations via conversation record creation, replies, and other events.
**Bug fixes & refinements**
* Adjusted position of “Service Records” list within “Tickets.”
* Service records list style adjusted to show icons of underlying conversation channels.
* Email reply interface adjusted to display past messages.
* Added channel name, description, and opening message in “Workspaces.”
* Text queue status added channel name display.
* Single “Conversation Record” page added button to go to customer page.
* Knowledge base list added “external view count” sorting.
## 1.64.71
Updated: May 18, 2021
**Bug fixes & refinements**
* **Fixed Help Center home banner image upload anomaly**
* **Fixed blank auto-created customer when LINE not added as friend**
* **Fixed conversation script trigger by non-text messages like images or videos**
## 1.64.66
Updated: May 17, 2021
**Bug fixes & refinements**
* **Added conversation script clone function**
* **Fixed report download count anomaly**
## 1.64.63
Updated: May 16, 2021
#### Features & improvements
* **Merged customer and ticket automation**
To improve extensibility and usability, “Customer Automation” and “Ticket Automation” are unified into “Automation,” and more trigger scenarios will be added progressively.
* **Renamed “Conversation Suite” to “Live Chat”**
**Bug fixes & refinements**
* **Added Help Center HTML extension fields**
* **Added inverse condition comparison for conversation script “conditions”**
* **Fixed abnormal report counts and tab displays**
* **Fixed incorrect date/time selection**
## 1.63.03
Updated: May 1, 2021
#### Features & improvements
* **Added conversation scripts (flow) feature**
You can now create bot flow scripts at Channels > Conversation Scripts.
**Bug fixes & refinements**
* **Fixed abnormal display of permissioned customers**
* **Fixed company branding disappearing after saving**
* **Adjusted conversation suite visitor display name**
* **Adjusted ability to change email sender**
* **Adjusted duplicate checking for single/multi-select custom field values**
## 1.61.43
Updated: Apr 10, 2021
#### Features & improvements
* **Integrated Information Center and Dashboard functions**
1. Removed “Information Center” from the left menu; its functions are now available in the Dashboard to reduce operation time.
2. The Dashboard will adopt tabs and be divided into “Basic,” “Phone Live Status,” and “Text Queue Status.”
3. For high-administration features, we will add an “Administrator Tools” definition for permission management, such as monitoring in “Phone Live Status,” which is fixed as an administrator tool.
4. For the three items, previous Information Center related permissions will be adjusted to “view Dashboard Administrator Tools” without affecting prior usage.
* **Added proactive outbound functionality to Conversation Suite**\
You can now proactively contact customers using the Conversation Suite.
**Bug fixes & refinements**
* **Fixed live chat proactive visit messages not being received**
## 1.60.40
Updated: Apr 3, 2021
#### Features & improvements
* **Added wallboard feature**\
Added a “wallboard” option within “Phone Live Status” where you can customize display parameters and enable full-screen display.
**Bug fixes & refinements**
* **Changed conversation template search to fuzzy search**
* **Adjusted dashboard display width sizes**
* **Fixed knowledge base help button statistics**
* **Fixed skill email channel binding issues**
## 1.60.34
Updated: Mar 28, 2021
#### Features & improvements
* **Added conversation suite greeting feature**\
Display a greeting or promotional message before the customer clicks to start a conversation. The greeting appears before the chat window opens.
**Bug fixes & refinements**
* **Removed email list**\
Email list removed: to focus and provide better features, team plans will gradually consolidate similar and less-used features to reduce learning time so teams can focus on work.\
\
In phase one, Email will be replaced by Service Records and Conversation Records. Adjustments include:\
\
1\. “Email” removed from left menu; its message content and search can be viewed in “**Conversation record**”.\
2\. “Email” tab in Workspaces removed and replaced by “**Service records**” to help agents search all channel conversation records instead of only a single email channel.\
3\. “Conversation Records” can proactively re-contact customers from the original service channel.\
4\. “Service Records” list will display more information fields to reduce agent confirmation time.
* **Fixed phone channel transfers**
Fixed no-audio issues for three-way calls and transfers in certain browsers.
## 1.60.22
Updated: Mar 14, 2021
#### Features & improvements
* **Added incoming channel name for customers**\
From now on, you can identify the customer's incoming channel name beneath the incoming customer's name in the workspace.
* **Added conversation record pivot fields**\
Added “channel account name” field in conversation record pivots to improve report interpretation.
* **Added service record detail report fields**\
Service record detail report added fields: “service channel,” “service channel info,” and “# number.”
**Bug fixes & refinements**
* **Fixed minor interface bugs**
## 1.60.13
Updated: Feb 25, 2021
#### Features & improvements
* **Added SKILL text skill-based dispatch feature**\
You can now, under Channels > Skills, manage assignment rules so admins can allocate agents to appropriate text channels based on each agent’s abilities, improving service quality and efficiency.
* **Added text channel queue status preview feature**\
Now in Text Channel Queue Status, besides Email, hovering over an unaccepted text service will preview the text message.
#### Bug fixes & refinements
* **Adjusted robot reply knowledge base article content links**\
Now when a customer triggers a knowledge base keyword in bot mode, the system will send the leading portion of the article along with a link to the full help center article to provide illustrated and well-formatted content.
* **Fixed minor interface bugs**
## 1.59.4
Updated: Jan 22, 2021
#### Features & improvements
* **Added text incoming preview feature**\
Now in Worklist, besides Email, hovering over an unaccepted text service will preview the text message.
#### Bug fixes & refinements
* **Adjusted image display size**
## 1.59.1
Updated: Jan 18, 2021
#### Features & improvements
* **Added satisfaction survey feature**\
You can enable or configure satisfaction messages under Channels > Satisfaction Survey, and view scores and suggestions under Reports > Satisfaction Details.
* **Added LINE auto-create customer when adding friend feature**\
You can enable this from Channels > LINE; when a customer adds the official account as a friend, the system will automatically create a new customer using their LINE name so you can proactively track and contact them.
* **Added knowledge base external link and style settings**\
In System > Company Settings under Help Desk, you can find the public[Knowledge base](broken://pages/c53586174e43301a0e54a6b7aba9f24e8d3cd506)page URL and adjust style settings. See[Knowledge base external links](/feature/knowledge-base/helpdesk.md).
* **Adjusted quick extension switching for phone**\
To improve binding efficiency and UX, you can now adjust extension and agent binding directly in System > Employees > Enable Phone.
#### Bug fixes & refinements
* **Adjusted conversation suite image display**\
Images sent in the conversation suite will now display image previews directly in the chat window for both customers and agents.
* **Fixed anomaly deleting personal profile and employee avatar**
* **Fixed event auto-response blank error**
* **Fixed LINE add-friend event auto-response message**
* **Fixed conversation record search functionality anomaly**
* **Fixed inability to delete personal avatar**
* **Fixed conversation record search anomalies**