> 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/2023.md). # 2023 Be sure to not miss out on new features and improvements! 🚀 ## 2.49.13.1 1. Adjusted customer and conversation data export so download notifications and file completion timestamps no longer mismatch. 2. Fixed an issue where editing customer notes caused HTML problems on the webpage. 3. Fixed an issue where API call logs could not switch pages. 4. Adjusted the new permission “View service records” default value to match the original customer service workflow. ## 2.49.13 In this Q4 product update, we remain true to our product vision, focusing on support, sales, and marketing. We introduced more features and services aimed at helping customer service, sales, and marketing teams achieve their goals more effectively. These updates not only improve the product’s functionality but also boost user productivity, enabling better customer service, higher performance, and more effective promotion of products and services. At the same time, we partnered with multiple companies to introduce AI services and offer more applications—without needing to switch between different tools or standalone AI services. This is just the beginning! We will continue expanding FIRST LINE AI features to support future customer service and team collaboration.

#### 🆕 FIRST LINE AI (Partner Limit) [🧠](https://emojipedia.org/brain) We are currently working with commercial partners to integrate large language model AI features. This includes training with knowledge base articles to enable faster Q\&A, assist with copywriting, and quickly reply to messages. This integration provides an instant source of knowledge, answers, and ideas, delivering more efficient and real-time communication for your business. Features include: 1. Use GPT technology to achieve more natural conversations. 2. Answer related questions using the knowledge base and product information you configure. 3. Effectively reduce hallucinations and inaccurate responses to ensure communication quality. 4. This feature can be enabled with simple configuration. ※ Expected to be fully available as a paid feature in Q1 2024. Stay tuned! #### 🆕 Auto-reply to posts (Marketing Suite) The “Marketing Suite” adds an auto-reply-to-posts feature. Whether you are a brand manager or an influencer, this auto-reply tool greatly improves social media management efficiency. Simply predefine reply rules and content; when fans comment on specific posts, the system will reply automatically. This saves time and smooths interactions with fans.

#### 🆕 Tracking URLs (Marketing Suite) With “tracking links” you can add UTM, LIFF ID, and other information to specific URLs to boost your marketing effectiveness. By recording link click rates, you can flexibly use this information in script options or messages, and in rich menus, making your marketing more targeted. You can choose up to three tracking links for data analysis or comparison, giving you a more comprehensive view of link performance and marketing results.

#### 🆕 Conversation roles Introducing the new “Conversation Roles” feature! You can now customize the chatbot’s nickname and icon to make message conversations livelier and boost marketing effectiveness. Custom roles make communication with customers more vivid and personal—for example, send Mid-Autumn Festival promotions as a Chang’e role or New Year event info as a Nian beast role. Make the customer experience more fun and friendly!

#### 🆕 Image map messages Scripts now support a new message type, “image map.” You can set actions when a user clicks specific areas on an image, such as opening a web link or sending a specific message. This enriches marketing strategies and provides more service possibilities. This feature supports both LINE OA and the real-time chat widget.

#### 🆕 Latest news Added a “Latest News” section; future update announcements and other latest information will be provided here as the primary source, delivering more timely, accurate updates and greater transparency so you can learn about feature changes, maintenance plans, or important notices as soon as they occur. #### 🆕 Conversation export Introduced the new “Conversation Export” feature. Now you can selectively export conversation records based on conditions such as time range, channel type, or specific channel account. This provides a convenient way to view and store dialogues and enables deeper analysis of team customer service performance to continuously improve service quality. #### 🆕 Real-time chat: increased security and privacy To meet the special needs of sensitive industries like finance, the real-time chat now offers an option to hide previous conversation history. If you choose not to enable this option, previous conversation records will not be shown when a user reopens the chat window, reducing the risk of sensitive data exposure. #### 🆕 Message channels: more considerate customer service System settings now include a “message while waiting for an agent” feature. When a customer requests human assistance and an agent does not respond within a set time, the system will proactively send a notification informing the customer that handling may take longer or delays may occur due to higher-than-usual volume. This aims to improve user experience by clarifying wait status and reducing customer anxiety through greater transparency.

#### Permissions A special permission setting was added to “Permissions.” You can now assign specific internal staff or external partners to view service records based on the agent responsible. Please note this is a specialized setting—ensure it’s configured correctly to avoid restricting access to required information. #### Conversation script enhancements 1. In Conversation Scripts under “Set assignment conditions,” we added an option “Assign customer’s responsible agent.” When a contact is linked to a customer who already has an assigned responsible agent, that agent will be automatically set as the contact’s assignment condition. This ensures customers interact with the appropriate agent, improving service efficiency and satisfaction. 2. Previously, after changing a script, you needed to send two consecutive messages to trigger the new script. To improve flow, we adjusted the script structure so the new script is triggered by the first message. 3. Added a “Publish notification message” feature. When publishing a new script flow with a publish notification set, the system will send the configured notification message the next time the customer sends a message and enters the script, alerting them to the change. This helps inform customers and ensures they are aware of the latest script flow. 4. The conversation variable menu in scripts now shows variables defined in the current script alongside default variables to facilitate quicker selection and configuration.

#### Message style adjustments Message styles were adjusted: agent avatar and time previously in the interaction tooltip are moved below the message. The avatar shown will depend on whether it’s you or another agent. The displayed send date was streamlined to show more concise information depending on whether it is today or within this year. Coming soon are a series of new interaction tools like “Copy” and “Translate” designed to speed up replies and increase efficiency. These adjustments and additions will create a cleaner, more convenient experience and make interactions faster and more versatile.

#### Other enhancements and adjustments * We made minor style tweaks to “image carousel” and “carousel” to ensure aspect ratios don’t distort on narrower screens such as mobile devices. We also updated the design interface for “image carousel” and “carousel” within conversation scripts to make previews more intuitive. * The rich menu is upgrading from BETA to full release with improvements: when you click “Publish,” the system will auto-save first to reduce setup steps, and when adding a rich menu, the system will auto-fill your currently selected LINE Official Account info. * Added a timer in the Service Desk that visually displays elapsed time since service started so agents can easily track service duration—particularly useful for companies with time-bound requirements. * Redesigned the event label “Service started” in the message timeline to “Conversation started,” ensuring clearer time separation even when multiple conversations occur within a single service, making it easier to understand the conversation flow. * Adjusted the notification for agents receiving message assignments from a pop-up to a less intrusive waving animation to reduce interruptions while agents serve customers or respond to assignments. * In “System Settings” we also added the “Auto-reply” -> “**Switch back to bot keyword**" setting below. * **The rich text editor added a collapse/expand button** so content can be easily expanded or hidden at certain resolutions or when needed for quicker viewing and to avoid obscuring other content. Additionally, a new set of light color options for text color was added to allow more varied text presentation and make information more attractive. * **Redesigned dropdown color and style** to reduce visual impact. This change makes dropdowns look cleaner, reduce visual clutter, and improve user experience. * **Knowledge base list adds “Updated time”**. * The Service Desk now supports dragging to resize the width of the conversation and record areas so you can adjust the interface to your usage scenario for better usability. * Call records gained filtering options—now you can filter by “call type” to separate inbound and outbound call records. * Adjusted some real-time chat client display styles including the message input box and default icons to be more distinctive. Added sound effects when replying to messages to provide a clearer and more interactive chat experience. * In the phone switch status interface, you can quickly view today’s efficiency metrics including outbound calls, answered calls, total busy time, and after-call work time. Statistics update hourly. #### 🔥 Developer notes * As more enterprise customers use automation like GPT to handle inquiries, single conversations may contain numerous bot and agent interactions. We made adjustments to ensure system stability and performance. The number of message items returned in the “service record interact-collection” API has been limited—from unlimited to the most recent 100 messages. You may need to adjust integration flows according to the new limit. To retrieve more conversation history, use the new “Conversation Export” feature for full data. * PUSH API will be fully opened soon, enabling deeper integration into the FIRST LINE system for comprehensive marketing and customer service applications. This will give enterprises more flexibility and options to meet specific needs and goals. ## 2.45.12.5 * Fixed a script condition bug where if a channel type was once selected then deselected, evaluation produced incorrect results. ## 2.45.12.4 * Fixed an issue where iOS 17’s Safari private browsing default “Advanced Tracking and Fingerprinting Protection” caused real-time chat to fail to open. ## 2.45.12.3 * Removed an old mechanism: the system used to temporarily lock assignments when a customer called and no agent was available. * Fixed issues with assignment weighting and time zone related problems that caused lower-weighted agents to be prioritized. ## 2.45.12.2 * Adjusted real-time chat “allowed domain” validation conditions. * Fixed an issue where a “variable comparison” node in conversation scripts caused problems when the variable content was an array. ## 2.45.12.1 * Adjusted markings for some forthcoming service menu items. * Increased the URL input length for rich menus to 500 characters. * Fixed and adjusted phone number input keypad and related functions. * Added safeguards to handle excessively frequent official Facebook event sends to avoid issues like duplicate customer creation. ## 2.45.12 In this update we strengthened native integrations for major channels so users can more smoothly use each platform’s unique features. We also optimized and refined existing functions; we hope these improvements provide a better user experience. Thank you for your continued support! #### Custom phone statuses to meet specific needs You can now customize up to 10 phone Aux (auxiliary) statuses to indicate agents handling specific activities or special situations and therefore temporarily unavailable to answer calls. Statuses can be configured to match your business needs and internal processes so you can better monitor agent activity and ensure timely, professional customer service.

#### Dashboard “Agent phone statuses” more consistent and clear “Agent phone statuses” will have the following adjustments: 1. Status color changes: status colors will be unified according to toggle options. Ready status color will change from blue to green; other non-ready statuses will change to yellow for clearer state indication. 2. Color depth relates to time: display color will dynamically deepen based on how long the agent has been in that state. The maximum time threshold is 10 minutes; colors will deepen over time to alert you to agent handling time. These adjustments will make the dashboard more intuitive and easier to understand so you can track and manage agent phone statuses more easily.

#### Added SMS provider “Sanzhu SMS” We added the SMS provider “Sanzhu SMS” to the system so you can use their enterprise integration API to send SMS using Taiwanese telecom numbers. This provides more choices and flexibility to communicate important messages and notifications to customers.

#### LINE Official Account rich menu management Added a “Rich Menu Editor” to let you easily customize your own rich menu. This feature enables you to visually create, edit, and manage rich menus to present various content and functions. Using the Rich Menu Editor you can choose different images, texts, and buttons to construct engaging rich menus. You can freely arrange element positions and set button actions such as directing to a specific webpage, triggering an event, or sending a particular message.

#### Facebook Messenger welcome screen management The welcome screen is the first thing users see when they enter Messenger; it showcases the page introduction and services. It also displays the Facebook page’s profile picture and cover photo, plus the greeting message and “Get Started” button. With FIRST LINE, you can easily manage this welcome screen. Set the page’s greeting message and customize the “Get Started” button behavior and pair it with scripts to attract users and guide them to explore and use your services.

#### Other enhancements and adjustments **To support more device types, we will gradually reduce hover-triggered effects on the web. This change will include:** * The customer list and single service record customer info popovers will be removed; the same or more information will be presented using other methods in the future. * The dashboard “Conversation queue” will directly show skills, departments, or specific agent info related to that conversation to help you better understand the specific requirements of each conversation for more effective management. * Change personal settings to an interactive window style to reduce interference with current data viewing. **This update also strengthens some filtering features so you can find the information you need more quickly.** * “Service records” added a filter where you can input a service record number directly to quickly locate a specific record. * “Tickets” added a filter where you can input a ticket number directly to quickly find a specific ticket. * “Social media” added filters to retrieve messages based on keywords from the last 30 days or up to 50,000 messages. * Service Desk “message templates” can now search both titles and content keywords. **Additionally, this update includes the following Instagram adjustments:** * When anomalous or erroneous events are received from Facebook (e.g., missing required data), the system will request more details using the event ID provided by Facebook to reduce impacts from official anomalies. * When a received message type is one that Facebook or Instagram does not allow third-party services to view, the system will add an additional message reminding agents to check the original platform for full details. These changes are intended to improve agent service quality and ensure customer service can answer customer questions more effectively. #### **Reports and statistics adjustments:** * “ACD line report” added a delayed response statistics column. * In the dashboard’s “Service source statistics,” statistical conditions were realigned to match use cases of other messaging channels and a filtering feature was added to help you separate inbound from outbound or initiated conversations. * Originally the “Message Channel Hub” was renamed to “Message Conversation Hub” to better reflect its core functionality and close link to conversation records and reduce functional confusion. * In phone reports, we renamed “Total break time” to “Total away time” to avoid terminology confusion. This better represents the metric’s actual meaning and ensures clearer statistics. * For the dashboard’s “Phone queue status,” the “extension number” feature added threshold settings for “waiting” and “longest wait.” If current values exceed the threshold, the color will be highlighted. #### **Interface and functional adjustments:** * Video playback now uses the browser’s native player. This utilizes browser features such as picture-in-picture and AirPlay and ensures more stable and compatible playback. * The new version will introduce an updated audio player to optimize performance on certain devices and better suit small-screen displays. * Single script nodes now have a “Duplicate” feature! With one click you can quickly add a copy of a node to the far right of the same level. This makes building scripts faster and easier, giving you flexibility and convenience. * The “Skills” agent assignment interface was reorganized to be clearer and easier to configure. * Phone interface redesign including the phone number input, transfers, and seconds status to improve extensibility, allowing the interface to support more features in the future while keeping it clean and showing only necessary information. * The real-time chat greeting interface was redesigned—openings are now clearer to avoid confusion with existing conversations. * To prepare for future updates, real-time chat adjusted the display style of avatars. If you set an activation icon it will now appear as a profile avatar within the chat window. * Added a sorting feature for custom field categories so you can place your most used or important categories first, helping agents quickly find needed data and improving efficiency. * To accommodate enterprises that create many “service reasons,” we redesigned the interface to ensure consistent visual dynamics and reduce the time needed to locate and confirm items. #### **Business and process adjustments:** * The limit for “Maximum services an agent can handle” adjusted to 100 to meet needs of medium and large enterprises. This allows agents to handle more service conversations simultaneously, improving efficiency and better meeting customer needs. * Added sorting for custom field categories and permission settings for “Customer assignment.” * Added a setting for phone channels to determine the timing of service record creation. You can choose to generate the service record on “ring” or on “answer.” Note: if set to ‘ring,’ it may not indicate an actual connection with the customer and therefore may not have a recording. If not configured, the system defaults to creating the record on “answer.” #### API and integration related: * When you use the real-time chat feature via shared URLs combined with Iframe elements, the “When customer visits page” conversation script event can also be triggered, providing more comprehensive use cases and applications. * In the current version, “authentication” and “pass variables to scripts” can only be used separately. After the update, you will be able to use both real-time chat functions together for smoother integration. #### **System and security adjustments:** * Added a “Trash” permission for customer permissions and added a one-time empty trash function. * Added a permission setting for “Customer assignment” to better fit different companies’ business workflows. This setting allows enterprises more flexible management of customer information. #### **Bug fixes** 🐞 1. Fixed the application menu keyword filtering feature. 2. Fixed thumbnail image aspect ratio issues in “Real-time chat” on Safari. 3. Adjusted and fixed application of “data display count” in “Personal settings.” 4. Updated “On-site and stores” section, fixed related filtering issues, and hid unsupported features in the interface. 5. Fixed potential evaluation issues in “Permissions” to ensure settings behave as expected. ## **2.38.63** #### New script type “Module” is live—handle multiple script flows more easily! Added a new script type “Module.” When you have multiple scripts that share a short common flow, use a “Module” to consolidate that flow, reducing unnecessary setup and work so you can handle processes more efficiently. After the module finishes, the main script resumes subsequent flows so tasks complete faster. ▤ Certain node functions won’t apply to “module scripts,” such as reassigning an agent or linking sub-scripts.

#### Brand-new application feature “Customer Assignment”! The new “Customer Assignment” feature is designed for sales organizations. You can easily find customers who meet specific criteria and assign them in order to designated agents. This greatly improves sales operation efficiency and smoothness and helps you organize and manage customer resources.

#### ChatGPT integration to create faster, more natural conversations We will launch a new paid feature “Smart Writing” with full OpenAI integration to enable agents to create faster, more natural conversational experiences, expected to greatly reduce response time. It will also assist in drafting and summarizing content for tickets, knowledge base entries, and automatically generate content to significantly improve work efficiency. ▤ Currently BETA; you need additional activation and to agree to related service and data usage terms.\ ▤ Before general release, a free monthly allowance of 250 uses will be provided.\ ▤ Non-subscription or one-time purchase customers cannot use this feature; contact sales if needed.\ ▤ During testing, response speed and performance may vary based on server load.

#### Manage message statuses more intuitively and operate faster To make status management easier, we moved message assignment “status” externally so you can view status more intuitively and reduce operation time. Now you can understand message status at a glance with minimal interaction!

#### Service Desk layout upgraded with status management and improved message viewing efficiency Many users requested easier status adjustment and information viewing in the Service Desk. To improve experience, we upgraded the Service Desk layout with changes including: 1. Added a header area and expanded status management for “Messages” and “Phone” channels to reduce operation time. 2. The collapse button moved from a floating position to fixed in the header to avoid obscuring data and interfering with user actions. 3. Increased conversation block width to provide a larger message viewing area so users can see more content at once.

#### **Channel added: On-site or stores** A new channel source “On-site or stores” is now available, allowing you to manually create more diverse service records and pair them with workflows to improve efficiency. For example: 1. Store staff can create a service and rotate assignment to online customer service agents for handling. 2. Store staff can also create services and record/process them themselves to make the service flow more convenient. #### Faster, more convenient operations To further optimize user experience, we continued improvements from the last update. This update adjusts lists on pages like “Tickets,” “Knowledge Base,” and “Service Records” to use interactive windows. This better matches data nature and operation frequency, making edits easier and reducing unnecessary page switching and operation time for a smoother experience. For example: 1. You can edit “Service Records” directly within a “Ticket.” 2. Edit related “Service Records” directly from “Phone Records” without extra searching and adjustments. ▤ To accommodate architectural changes, quick add functions in the system navigation bar will be removed and no longer available. #### More real-time current network status detection When using the system, persistent connections are established for one or more features to ensure you receive real-time information, such as incoming call notifications and customer replies. However, if network anomalies or disconnections occur while using these connections, the interface may show incomplete or delayed information. To address this, we enhanced disconnection notifications by using the browser’s built-in monitoring to detect connection states for different features in real time so you are notified immediately and can resolve issues.

#### Customer 1. The customer list will now include a new column showing each customer’s responsible agent so you can more easily see which agent handles which customer. 2. The customer list can now display a customer’s “Do Not Disturb” status. If a customer has DND settings, the system will display a “DND” marker next to their name to help you quickly identify customers who require special attention and avoid unnecessary interruptions. 3. More filter options were added to the customer list, such as country, city/county, and responsible agent, so you can more easily find the customers you need. #### Phone channel 1. Added ringing seconds timer to help you accurately track time. When you make an outbound call, the system records ring time until answer, and will separately record answer time so you can better understand how long each call takes and improve service efficiency. 2. We will standardize column names across phone-related reports to unify similar information and avoid confusion. The new names will be more consistent and easier to read and interpret so you can quickly view and analyze report data. 3. Call records now include a “Wait time” column that shows how long agents and customers waited during ringing. #### Other enhancements and adjustments 1. “Enterprise Settings” renamed to “System Settings” to reflect the broader range of current configurations. 2. Additional real-time chat user info moved to just above the conversation area. 3. A keyword filter for service reasons will be added to help users search and filter service reasons more effectively, improving satisfaction and efficiency. 4. Adjusted notification sound behavior to separate assignment and message reply sounds so users can more easily distinguish different notification types. 5. Added personal settings so agents can adjust per-page data limits according to their needs and browsing habits. 6. Dashboard “Script tracking records” now show the total count for each current event. 7. In the dashboard’s “Script tracking records,” you can now select up to 3 event data sets to compare simultaneously for deeper analysis and evaluation. 8. Custom field category limit increased from 50 to 100 so you can organize and manage custom fields in more detail to meet more classification needs. 9. “Webhook scripts” list was adjusted to improve display and added filtering options so you can more easily view and manage your webhook scripts. #### **Bug fixes** 🐞 1. Fixed a duplicate-name issue when using the copy function in Conversation Scripts under certain operations. ## **2.32.50** **New Features** ✨ **& Improvements ⚡**

#### **Marketing Suite** We provide a brand-new paid feature—the “Marketing Suite”!\ \ With the Marketing Suite you can import and view product information on FIRST LINE, allowing agents to easily access product details and use carousels and messages to recommend products to customers, providing better service. * Guided messages: agents can send product details in the conversation in real time to improve sales efficiency. This makes it easier for customers to understand your products and encourages transaction completion while increasing customer satisfaction. * Data analytics: view statistics for guided messages and product-related data through relevant dashboards. This helps you understand business performance, including which products are most popular, which guided messages are most effective, and when to adjust marketing strategies. * Bot scripts: automatically send specified product information, such as featured or popular items, to boost promotions. This saves time and increases sales efficiency. We will continue adding related extended features, listening to customer needs and feedback to provide the best customer support and service. We are committed to helping you build a more complete service experience and bring more value to your business. #### **WhatsApp Cloud API** We now offer a new WhatsApp channel integration method—just a few simple steps to register your existing phone number for WhatsApp without needing third-party platform approval, eliminating long waits.

#### Customer 1. Added age range filtering so you can more quickly find target audiences. 2. The To-Do tab now shows the count of incomplete items. 3. Added more conditions for filtering service records so you can more precisely find and manage customer service records. #### Personal settings 1. Banner theme color moved to Personal Settings -> Appearance. 2. Added a “Service Desk closing mode” so you can decide when the Service Desk automatically closes to continue work in progress.

#### To-dos 1. Added reminder date feature so when you add a reminder a notification is sent before the specified time so you won’t miss important tasks or events.

#### **Dashboard** 1. “Agent phone statuses” are more convenient! You can quickly view an individual agent’s service status and track agent status more easily via a timeline. 2. Each agent’s responsible service limit was added to the “Agent” status so you can more clearly see team service dynamics.

#### Custom fields 1. Text-type fields now include a “Regular expression rule” feature allowing one or more regular expressions to validate input formats, such as phone numbers, ROC dates, ID numbers, etc., to prevent agent input errors. #### Automation 1. “Customer custom forms” can now trigger automation: when you create or modify a customer custom form, the system will automatically trigger customer automation scripts so you can respond faster to business and integration needs. #### Phone channel 1. Call records added an “ACD number” field and filter. 2. We renamed “Line number” to “ACD number” because the new name better reflects its purpose and definition in the system. 3. Reports “Call records” added an “ACD number” column. #### Targeted messages 1. You can now use targeted messages to direct customers into scripts so they can use script actions like carousels, product guide links, and tags, enabling richer conversations and applications.

#### Conversation scripts 1. We adjusted how carousel message settings display so you can preview the actual sent appearance more clearly at a glance. 2. Added “image carousel” message to send up to 10 image cards with call-to-action buttons to encourage customer-brand interaction.

#### Other enhancements and adjustments 1. To improve efficiency, we changed some page lists to interactive windows, including “Message Templates” and “Email Templates.” These pages’ data nature and operation frequency better fit interactive windows for a better experience. 2. Adjusted positions of some data page sort buttons to support more scenarios and future applications. 3. Due to some browser limitations that prevented popups from auto-closing, we adjusted FB and IG authorization result screens prior to authorization result display. 4. Added keyboard shortcut “I” to quickly open internal chat so you can view information and ask colleagues questions within the Service Desk. This makes team communication and collaboration easier and improves efficiency. #### **Bug fixes** 🐞 1. Fixed some interface text descriptions. 2. Fixed an issue where windows could not scroll under certain operations. ## **2.28.80** The New Year is coming—thank you sincerely for your support

We will continue to provide top-quality professional technology and services. We will update this week to improve user experience, system performance, and availability, and add new features to meet your needs.\ \ We wish you a prosperous New Year, good health, and that all your wishes come true 🧧🐰 **New Features** ✨ **& Improvements ⚡** **Live Chat**You can now enable the Help Center feature so customers can search public articles directly in real-time chat to quickly find answers.

Interface may differ—please refer to the live release version.

**Conversation scripts:**We reorganized the interface to reduce operational errors and make it easier to view published running scripts. 1. Scripts will default to “View” mode at start so you can inspect the current running script; click the “Edit” button at the top right to switch to edit mode. 2. In edit mode, use the “Apply” button to revert to the currently running script flow or apply it to other script templates. 3. The new Add Node button’s style and position were adjusted; compared to the old hover-to-show approach, this reduces interference and supports more browser operations. 4. Simulator enhancements: flow history records increased from 15 node records to 100 to help find errors and verify conversation flows against expectations. 5. To avoid confusion with node type “Event,” the “Event records” feature was renamed to “Flow tracking.” 6. Added a BETA experimental feature to quickly share and import to other FIRST LINE environments via PNG images and JSON.

**Social media**You can now view social media data unified in the system; even without linked customers you can proactively message customers to stay in touch.

**Image viewer**We enhanced the image viewing feature so you can quickly switch between images fetched from messages in the Service Desk and zoom, shrink, and rotate to inspect images quickly. **Message templates:**Message templates can now include up to 5 attachments, including images, videos, and documents, effectively speeding up agent replies and significantly improving customer service efficiency.

**Service Desk:**With the attachment feature in message templates, the interface will be adjusted—notes and replies will switch via tabs; quick reply style will be adjusted and placed at the top.

**Script tracking management:**Added extended script management features so you can more easily view current “Flow tracking” settings and rename and add notes. **Business hours:**Adjusted special business hours display and flow to better match the current structure; we will provide faster and easier ways to add these in the future. **Email channel:**Adjusted email display style to reduce visual clutter and allow important information to be reviewed quickly. **Customer import:**Adjusted item display and removed unnecessary notifications so you can view template information more clearly. **Internal chat:**Adjusted offline greying display to avoid display issues on mobile devices. #### **Bug fixes** 🐞 1. Fixed some Chinese interface display issues.