๐ฏ2022
Be sure to not miss out on new features and improvements! ๐
2.25.77
New Features โจ
Added permission items "Category" and "Service Reason."
Improvementsโก
You can now edit Webhooks directly within conversation scripts.
Live chat style adjustments make the input box and other functions easier to recognize.
Bug fixes
Fixed an issue with LIFF customer display names.
Fixed an issue where customer list search conditions displayed incorrectly when paging.
Fixed an issue where the conversation script simulator didnโt respond in certain situations.
2.25.73
To make feature purposes clearer and ensure high scalability and improved efficiency for task and service handling, the following special changes will be made, including:
New Features โจ
๐ฅ IP allowlist: a brand new feature for safer usage
You can configure allowed IP addresses or ranges via the IP allowlist feature to control system user login access. Note this option affects all users: once an allowlist is set, only allowed IP locations can log in and others will be denied. Please confirm your companyโs IP addresses.
๐ค Conversation scripts: richer application scenarios
Added a new dispatch feature "Set Dispatch Conditions," allowing you to add specific dispatch conditions for a single conversation, including skills, groups, departments, or specific agent conditions. The system will automatically dispatch to the appropriate team without manual forwarding, saving time and resources.
๐ Permissions: make management safer and easier
Added corresponding operation permissions for the "Conversation Script" feature.
Added corresponding operation permissions for the "Knowledge Base Tag" feature.
Added corresponding operation permissions for the "Message Templates" feature.
In response to newly opened permission features, menu permissions will be redesigned. You will be able to see the required permissions for each feature in the interface.
๐ญ Notification Center: easier sending, receiving, and viewing changes
Removed unfinished notifications and lists for to-dos and tickets; these will be replaced by unfinished markers on menu items.
Added an "Unread" filter. To support other regional languages and feature extensibility, we redesigned and adjusted the layout.
Service Desk:Clearer design
Redesigned search and bind-existing-customer functions. Previously placed with the customer tab, they are now moved to the header area. This allows more conditions to find needed customers and prevents confusion or misoperation by new staff, giving clearer definitions for functions and data and making search and adjustments easier.
โ
Calendar
Menu item renamed to "To-dos."
Changed from calendar view to table view, offering more filter options, quick actions, and visible data, including quick customer edit and contact features.
Customer
List display adjusted: added a "Next To-do" column to better view upcoming events.
Ticket
Added more quick search items.
List redesigned: original information split into different columns for easier visual inspection.
Clicking a ticket title in the list now opens an interactive window for faster operations.
Employee
Management list now shows possessed skills.
Personal page redesigned with clearer descriptions and setting explanations.
Dashboard
Message queue now shows dispatch conditions and related information so you can understand conversation priority and track progress at all times.
Message queue card layout redesigned to support other regional languages and new features.
"Script event log" time range upper limit increased from 7 days to 30 days, making it easier to see the full activity or script cycle performance.
Phone channel
Phone icon redesigned so status can be viewed directly on the interface navigation bar.
Other
Email content limit increased from 1500 characters to 5000 characters.
If your system is backgrounded for a long time and network interruptions or browser freezes/sleep occur, relevant prompts will be displayed.
Bug fixes
Fixed an error screen when pressing Enter during password reset.
Fixed Chinese character selection issue in macOS Messages.
2.23.95
New Features โจ
Viber channel integration
FIRST LINE can now connect to Viber. By authorizing with an application key, integrate chatbots to build an automated 24/7 support center that boosts enterprise interactions and quick message replies.๐ซ Keyword filtering Admins can choose to block specific words to prevent them being sent to customers. If an agent uses a blocked word when sending a message, we will cancel that message to avoid sending the word to the customer.
๐ค Bot scripts: added "Record Event" You can add a "Record Event" action in specific flows to log the execution count of a single action or key process, view statistics on the dashboard, confirm execution counts, and help improve processes and service quality.
Improvementsโก
Adjusted the interfaces for "Customer Tags" and "Knowledge Base Tabs". You can now add descriptions to help agents choose or understand tag meanings.
Permissions: added a special restriction "View Social Media Username" to allow some enterprise users to hide customersโ social media names in special use cases.
Customer and ticket notes time display adjusted to show both creation time and last modification time.
Service reason single-option items can now be quickly disabled or enabled.
Email and knowledge base article editors added "Add Border" and "Remove Border" functions for more layout options.
To suit medium and large enterprise data usage and clearer design logic, the "Category" menu for knowledge base and tickets has been redesigned: main category filters are moved to the outer left to fix the previous layoutโs easy misselection issue.
Adjusted report auto-reload timing and added a "Refresh" button. When first entering a report, default content will not auto-run; subsequent results are cached and will be shown directly when returning to the same report without re-running.
Added a Facebook Messenger send-time reminder: if more than seven days have passed since the customer last initiated a message, the service desk will notify you.
Service desk message interface added and adjusted event displays, including "Service Reassignment," "User Added as Friend," and "Service Started" events.
Bug fixes
Fixed customer import copy template title function.
Fixed notification center number display delay issue.
2.20.82
New Features โจ
Live chat can now customize the launcher icon to better match the company website image.
Conversation scripts added a condition to check whether the incoming customer has specific tags.
Now when clicking a message template that contains message variables, they will be automatically parsed first. For example, if the content is "{{ contact.name }} Mr./Ms., hello!" it will auto-convert to "Ellen Mr./Ms., hello!" to assist agents in subsequent adjustments.
Improvementsโก
Added keyboard sending options: you can choose either "Alt+Enter" or "Enter" to reduce accidental sends.
Personal settings page adjusted with clearer guidance and display.
Customer import and custom form import interfaces redesigned for more consistent operation.
Customer search added "Service Records" related search conditions to more effectivelysegment and send targeted messages based on service results; find customers with specific service histories, etc.
Custom fields added read-only option to reduce accidental input or modification by agents.
Service record detail report now includes custom field information.
Automation interface adjustments to make management easier, including: โฅ When there are multiple conversation records, they are presented as tabs. โฅ When a messaging channel already has a conversation, an added contact button allows quickly contacting the customer again. โฅ Titles for waiting and in-service lists adjusted for consistency. โฅ Live chat information layout adjusted.
Service desk interface adjustments: interface updates for the SMS channel.
Action "Create or Update Customer" in conversation scripts can now decide whether to update each single field to avoid overwriting existing data.
Employee single and personal settings pages adjusted for clearer, unified styles.
Some input fields in conversation script operations now include emoji and message variable selection features.
Message button label text settings will support LINE and Facebook Messenger.
Email template management added title search functionality.
Bug fixes
Fixed internal chat dialog displacement issues.
Fixed conversation script simulator height display issue.
Fixed live chat not auto-scrolling to bottom when the webpage is zoomed.
Fixed ticket pivot report display issues.
Fixed an issue where customer tags could not be cleared in certain situations.
2.17.79
New Features โจ
Customer import: added "Customer Tags" : Added a "Customer Tags" column to imports. If there are multiple values, separate them with ",", ":", "ใ", or ";", e.g., "VIP;Single;High-spending" for multi-tag import.
Chatbot button added "Call Phone" : Facebook Messenger and live chat can set a dial button so clicking it contacts the business, increasing customersโ willingness to call with one-click calling.
Improvementsโก
"Segmented messages" channel display changed to icons for easier recognition.
"Segmented messages" removed single-channel potential reach counts; adjusted to total reach by channel type and added select-all functionality.
Help Center article special symbol display handling.
When a customerโs name is edited in the service desk, the top display will refresh accordingly.
Added display for failed sends when replying from the service desk: if a reply cannot be sent (customer blocked, time exceeded, etc.), it will show in the message row. Click to retry sending.
Adjusted some feature names to better align with and unify system terminology and context. Adjustments include renaming "Conversation Script" to "Conversation Script" (note: original naming standardized) and renaming report "Channel" to "Conversation", etc.
Single-message character limit increased from 300 to 2000.
Message file size limit increased from 10MB to 25MB.
Report menu item positions adjusted: frequently used items moved to the front for easier selection.
When sending files that exceed the allowed limit, a related prompt message will be sent.
Knowledge base added a "Change Log" view.
Removed the top-right "Activity Log" feature and replaced it with per-customer, ticket, and knowledge base "Change Log."
"File Management" added shared link management features.
Beta ๐
"Agent Service Efficiency" report:Added Beta feature "Agent Service Efficiency," separating daily and hourly data, including total services, reassigned, incomplete, and completed service counts to help managers understand agent status.
Bug fixes
Fixed issue to prevent customer information errors when agents rapidly switch or accept services.
2.16.67
Improvements
Adjusted trigger conditions for the "When Friend Joins" event: scripts not connected will not automatically trigger the user-triggered "Add Friend" message.
Bug fixes
Fixed service record pivot display of conversation channel column.
2.15.65
New Features โจ
Chatbot: added draft feature:Conversation script editor reorganized: you can now save a partially edited flow as a draft without affecting customers currently in the live flow. You can edit repeatedly and, once confirmed, publish to update the existing flow.
Chatbot: added event "When Added as Friend": LINE channel can use this new event to design and send varied welcome messages, creating more familiarity and goodwill toward your business or brand.
Improvementsโจ
System interface reorganized; company logo icons will display more clearly.
Adjusted permission display.
Service records added fuzzy search for "Notes" keywords.
Service desk added filter keyword function when choosing service result.
To accommodate future permission expansion,regardless of whether the current agent has permissions, they can now view each menu applicationand see marked required permissions and descriptions, but operators without corresponding permissions still cannot perform any operation.
Message template management list added content keyword fuzzy search.
Extension management list added extension lookup.
Dashboard "Conversation Queue" added sorting functionality.
Report "Service Record Details" added fields for service start time, service end time, and service duration in seconds, and "Conversation Pivot" is replaced by "Service Record Details" and "Service Record Pivot."
After the system update, incoming email conversationsthe "Conversation Queue" will be able to viewemail content.
Conversation scripts added unsaved changes reminder messages.
Forwarded message style adjusted from bot format to note format.
Bug fixes
Fixed clearing of channel integration conditions in the "Conversation Queue."
Fixed incorrect display of custom field description images.
2.14.56
Based on broad user suggestions and feedback, the FIRST LINE team made detailed product updates in June to provide a friendlier, more intuitive user experience.
New Features โจ
Live chat can now additionally set contact information to guide customers to official LINE accounts, Facebook, and other channels to help businesses track cross-channel customer behavior.
You can now manually add service records for offline stores, on-site services, or other sources to record every customer interaction and integrate omnichannel service and marketing data.
Service desk customer page redesigned so you can merge customers directly within the current service to keep data accurate.
Dashboard added a "Customers" section showing customer gender, age distribution, and number of social media friends.
Dashboard "Conversation Queue" redesigned with filters for "In Conversation," "Waiting," "Dispatching," and "Channel Category," plus dispatch weight information.
Script exit node added "Complete Conversation Together" feature; after completion it will not remain displayed in the "Message Queue."
Improvements
Per-node script limit increased to 70.
Phone quick-dial menu adjusted to display more information.
Incoming call screen adjusted to show clearer customer detail lists.
You can now add a profile picture for customers to better identify them when viewing data; phone channels can also quickly identify customers via profile pictures.
Chatbot script keyword matching added case-sensitivity setting.
Customer ID limit adjusted to 50.
Customer and ticket note interfaces adjusted with clearer information and safeguards against accidental deletion.
Service desk ticket and knowledge base lists unified with single-page consistency to reduce learning time for new users.
"Channel Integration" renamed to "Channel Category" to better reflect its function.
Adjusted display when live chat is loading.
Rebuilt chatbot conversation script interface.
Phone dialing interface adjusted to fix browser offset issues and clarify items.
System layout adjusted to be compatible with most current browsers.
Satisfaction will display channel-specific buttons; LINE and Facebook Messenger will show quick reply buttons for easier customer input.
Bug fixes
Fixed SMS sending display issues.
Fixed live chat left-bottom display selection issue.
Fixed customer list search display issues.
Fixed custom field employee selection issue.
Fixed Instagram business account connection status display issue.
2.11.36
Bug fixes
Fixed issue where recipient address was not auto-populated when composing a new email.
2.11.35
FIRST LINE will release updates from May 20 to 22, 2022. Thank you for your continued support and feedback to help FIRST LINE keep growing and evolving.
This update continues to bring practical features to the chatbot, including expanded button behaviors and customer timeout detection, enabling enterprises to apply chatbots in customer service, marketing, and more conversation scenarios for a more capable custom chatbot.
New Features โจ
Chatbot added event "When customer is idle in the flow" ๐ค: Create more diverse interactive flows depending on the scenario. For example, combined with the same-level "When customer sends a message" event to ask related questions; if no answer after a few minutes, send a reminder or hand over to a live agent.
Chatbot added "Time Period" condition ๐ค: Check whether the current time falls within a special period. Useful for sending time-sensitive messages such as promotions or event notices.
Chatbot buttons added more behavior modes ๐ค: When integrated with specific channels, using message types like "Generic Options," "Carousel," and "Quick Reply" can provide additional interactive behaviors beyond standard channels, such as opening product links, documentation, or instruction pages.
Improvements
Restructured "Segmented Messages" so that even if a customerโs chat window is not open at the time they send a message, the interface can still display and review messages later.
Two new reply and forward templates for email to help agents handle email services quickly.
Phone custom ready options added "When any service completes" setting to support diverse corporate use cases.
Service records added custom field search conditions.
We merged the chatbot "Event Replies" and "Company Settings" interfaces to reduce configuration time for administrators and provide clearer service process definitions.
Improved prompts and faster operations when an agent proactively contacts a customer while other agents are serving them or the customer returns to the queue.
Help Center display adjustments and fixes.
Service record list table display adjusted: added a "Summary" column showing customer, channel integration, and note information.
Category feature added icon support to display in Help Center categories, enabling a look that better fits the company image.
Bug fixes
Fixed an issue where, in some cases, reassigning a service to another agent caused the receiving agentโs screen to not display.
Fixed an issue where adding a customer contact email sometimes did not check for duplicates.
2.08.24
This update makes detailed adjustments to product features for a friendlier user experience. FIRST LINE will continue to launch more new features to improve the platform experience.
New Features โจ
Chatbot simple simulator ๐ค : You can now test directly within the main script editing interface to quickly test the conversation flow, including sending messages and pressing buttons.
Chatbot added "Customer Tags"๐ท๏ธ : If an incoming channel customer has associated customer data, you can apply "Customer Tags" actions to classify and tag the customer based on flow intent and applicable scenarios.
Improvements
Conversation scripts added email-based keyword dispatch weight templates.
Knowledge base added a filter to filter articles by whether they are public.
Customers added a filter to specify the creation period when searching for customers.
If an incoming email contains embedded images, they will not be automatically converted to attachments to make it easier for agents to view information.
Conversation script list shows update times so users can check and confirm.
Dashboard "Agent Status" added statistics including current dispatch counts and incomplete service counts so enterprises can better allocate staff; the dashboard aggregates updates every 5โ7 minutes.
Service desk service list adjusted to show user avatars and channels while unread message counts are displayed on the right for easy viewing.
Adjusted live chat client display style syntax to avoid display issues caused by corporate websites.
Bug fixes
Fixed issue preventing adding "Permissions."
Fixed issue where pressing the "Clear" condition button on the customer page prevented fuzzy searching by name, ID number, etc.
Fixed issue where phone DTMF could not send the * character.
Fixed display issues for customer and ticket recycle bins.
2.07.13
New Features โจ
Instagram channel integration
FIRST LINE can now connect to Instagram using the same authorization method as Facebook to build an automated 24/7 support center to boost enterprise interactions and quickly reply to DMs.
Improvements
โ๏ธ Phone channel outbound code and confirmation interface adjustments Outbound codes will move from the original interface to the dial confirmation screen. This improves usability, allows choosing an outbound line from historical service records for callbacks, and will allow more per-outbound settings in the future.
๐จ Rich text editor color feature adjustments Added more preset colors in orange, red, blue, green, purple, and gray combinationsโ28 color options in total.
โ๏ธ Company settings added "Auto Ready Reminder" setting When an agentโs phone status enters After Call Work after ending a call, you can decide the conditions for the auto-ready reminderโtrigger immediately or only when all phone-related tasks are finished.
๐ Satisfaction: added encouragement messages Added encouragement message settings: when a customer completes a satisfaction survey and gives positive feedback, a brief notification will be sent to the responsible agent to encourage continued motivation.
Bug fixes
Fixed an issue where the service desk "In Service" section would not proactively fetch more service data under specific conditions.
Fixed internal chat display and scrolling issues.
2.06.08
Bug fixes
Fixed color change function in the email editor.
2.06.07
New Features โจ
๐ Menu interface redesign We consolidated scattered menu items into clearer categories to make feature access quicker and easier to understand. We also plan to offer more flexible permission management in the future to allow administrators finer allocation and adjustments.
๐ค Chatbot - added Quick Reply Live chat can now send up to 13 quick buttons at once; they disappear immediately after clicking or after anyone replies. Useful for flows where customers shouldnโt have to reselect options, e.g., confirming whether provided data is correct with "Yes"/"No" options.
๐ค Chatbot - added Go to step Unlike subscript functionality, you can now directly specify going to actions or decision nodes within the same script to simplify designing conversation flows and scenarios.
๐ค Chatbot - added Configure custom variables Variable configuration is now a standalone action to support richer chat scenarios. For example, if a customer reaches a specific number of queries, you can automatically reassign to a live agent.
๐ค Chatbot - added Wait You can add wait actions between consecutive messages to avoid sending many messages at once in the chat window, making it easier for customers to read. With live chat, you can also set a "typing" animation so the bot feels more human-like.
๐ฌ Message input box upgrade You can now paste images directly and preview them before sending. You can upload up to 5 files, reducing agent errors and operation time.
Improvements
Rich text editor performance improvements and feature repositioning.
Live chat header adjusted; more features and information will be offered to customers in the future.
Live chat allows passing extra information to conversation scripts via URL.
Conversation script variable checks enhanced: added greater-than, less-than, greater-than-or-equal-to, and regular expression checks to validate customer inputs like phone numbers or ID numbers.
Adjusted some interface terms and vocabulary to better match corresponding functions.
Added channel icons for conversation script feature options so you can see which channels each operation applies to.
Bug fixes
Fixed display information when an agent outbound dials and a customer calls in simultaneously.
Fixed customer search tag display.
2.00.00
New Features โจ
๐ Hi, in this update we redesigned the service desk interface to assist users across a variety of display devices. We also introduced brand new conversation script functionality: email channels can now apply scripts, useful in scenarios like prioritizing emails with the subject containing "urgent" and dispatching them to the relevant department. Using different matching conditions helps customers get faster responses.
- Service desk interface redesigned
To provide a better experience and relevant information compatible with more mainstream browsers and devices for any usage scenario, the service desk interface has been redesigned to give frontline staff more functions to simplify service operations.
Interface adjusted to three-column layout To match current mainstream display aspect ratios, the service queue moved from the bottom to the left, showing more service counts and data than before, with clearer separation between "Waiting" and "In Service."
In-service filters You can now directly filter the service list to quickly select customers you want to prioritize without resetting filters each time.
Faster service acceptance If you are not on the service desk page, waiting customers will have clearer prompts so you can accept them immediately.
Email channels can now use conversation scripts ๐ Email channels can now be driven by conversation scripts using subject, body, sender, recipient conditions to prioritize dispatching to relevant personnel or set dispatch weights.
Conversation scripts added "Set Dispatch Weight" action With weight settings you can determine priority of dispatch for incoming conversations that meet specified conditions to adjust service priority.
Conversation scripts added "Business Hours" condition Determines whether an incoming conversation occurs during business hours.
Improvements
Conversation script display adjusted to more clearly and quickly view node information.
Bug fixes
Fixed an anomaly caused by simultaneous specific agent actions and customer message sends in certain cases.
Fixed report "Message Channel Pivot" display issue.
Fixed language setting issues.
Internal chat quick-send animated GIF feature removed due to service provider issues
1.96.76
๐งง Chinese New Year is approaching. FIRST LINE wishes you a Happy New Year! May the new year bring strength and prosperity. ๐ฏ ๐งจ ๐งจ ๐
Routine maintenance and version updates are scheduled for this Sunday to improve user experience. The updates include the following:
New Features โจ
Telegram channel integration Added Telegram message channel via @BotFather Create a dedicated bot with the official account for a quick, simple, and free setup. Combined with conversation script flows, this helps accelerate service and marketing work.
Conversation scripts added "Carousel Message" action You can now send carousel messages via conversation scripts, displaying multiple carousel cards horizontally (up to 10) for customers to quickly view related information. Currently supported on live chat, LINE, and Facebook channels.
Improvements
Conversation scripts added flow warnings: when adding different block types at the same level, a warning icon will appear.
Phone channel added paid satisfaction setting (experimental).File manager list can now set whether a single file is publicly accessible.
API usage logs display reorganized for easier developer operations.
To prevent system abuse and ensure fair allocation of system resources, live chat channels are limited to 100 groups.
Some channel integration interfaces (LINE, Facebook, etc.) reorganized for clearer feature categorization.
Message template display window redesigned to reduce agent decision time.
In conversation scripts, the "Send Options" function uses LINE Flex Message type for LINE channel to support LINE desktop.
Bug fixes
Fixed historical message display issue in message channels.
Fixed custom form display abnormalities.
Fixed "Search Knowledge Base" operation classification setting in conversation scripts.
Fixed an anomaly caused by simultaneous specific agent actions and customer message sends in certain cases.
Fixed display issue for the "Service Start" message in a few cases when proactively contacting customers.
Fixed possible omissions during batch operations on customers and tickets.
Fixed binding issues during customer import related to phone numbers that could prevent proper linkage.
Fixed issue where LINE channel blocked by a user could not retrieve personal information.
Last updated