🐲2024
This region's version is currentlyno longer maintained, if you belong to an additional on-premises deployment version, we recommendconsider upgrading to the latest version, to receive full feature support and security updates. If you need to evaluate upgrade plans, feel free to contact us for assistance!
2.74.09 🚀
We have redesigned the FIRST LINE AI architecture. In the future, we will adopt dedicated training models based on different applications to meet more complex and diverse task requirements. This improvement will significantly enhance AI’s adaptability and performance, enabling it to complete tasks more precisely across various application scenarios.
🧪 Early access feature - AI Transcripts, improving team collaboration efficiency
This update adds a transcript feature that can generate a transcript for a single audio file. With AI technology, you can quickly generate complete text content, facilitating team collaboration and subsequent processing to make communication and task execution more efficient.
Filter feature enhancement update
Redesigned “Custom Fields” filter interface: provides a clearer interface for more intuitive operation, making it easy to adjust filter conditions.
Optimization of filter condition display: simplified how conditions are displayed by replacing numeric displays with colors and markers to avoid changes in interface size and improve the user experience.
These updates make the filtering feature more intuitive and easier to operate.
Message templates upgrade: new buttons and carousels for an efficient interactive experience!
The “Message Templates” feature now addsButtonandCarousel typetemplate settings, enabling you to create moreflexible and diverseusage scenarios. For example, you can set up FAQ templates, such as health disclosure questions, to help customers respond quickly, improving interaction efficiency and consistency.
Email channel redesign update
Helpdesk compose interface optimization: The compose interface has been changed toshow directly, no longer requiring clicking a button to open an extra window. This saves time and allows you to view related data while composing, significantly improving the user experience.
Remove subject title: To align with changes to the compose interface, especially for users with low resolution, thesubject title has been removed, to save vertical space and make the display more concise and effective.
Comprehensive automation workflow upgrade
This automation workflow update includes the following upgrades to help you reduce more manual operations and create fully automated capabilities:
Interface optimization and logic fixes:Adjusted parts of the interface design to improve operational intuitiveness.
Added notes feature:Each execution action can add notes for reminders or supplementary explanations to better manage operational processes.
Enhanced field modification:Increased editable fields for customers and tickets, including custom fields, all of which can trigger modifications, making the feature more flexible and adaptable.
“Data Export” adds new data exports
Call log export: No longer limited by the original report’s 3,000-record cap, you can now export much larger call log datasets for more detailed analysis and statistics, helping you make precise business decisions.
Contact export:Now supports exporting contacts from a single social media channel for advanced use. For example, you can export highly active contacts with frequent interactions and import them into the audience list of the LINE Official Account for targeted marketing or directed pushes, effectively improving reach and conversion.
💪🏼 New features and improvements
Notification Center adds the “Insufficient LINE message quota” feature.When the message sending quota for a LINE channel is insufficient, the system will automatically send a reminder to help you handle it promptly.
Rich menus will undergo a full validation before being published to a LINE Official Account to ensure no data is missing.
Now, when copying a rich menu, you can directly designate another LINE Official Account! Boosting efficiency even further.
Nowthe “Request URL” of “Webhook Script” supports variable substitution, such as
https://***/api/notify?employee={{ id }}etc., making integrations more flexible and efficient, and greatly improving system interaction capabilities.WhatsApp account deletion feature added, allowing you to remove unused accounts to improve management efficiency and keep accounts organized.
Adjusted carousel messages in live chat: left/right button switching is smoother, and the number of displayed messages automatically adjusts based on screen width, making content presentation more intuitive.
Chatbot feature upgrade: it can now understand customer context more accurately, providing a smoother interactive experience.
Now, the “Segmented Messages” featurecan send directly to contacts in a single channel, such as a single LINE Official Account, without needing customer data. By filtering with conditions such as engagement level, it flexibly meets different user scenarios, making communication more tailored to needs.
Telephone interface adjustments,added more prominent call status indicators and clearer button designs, making operation more intuitive and convenient.
👾 Content and bug fixes
Fixed an issue where some fields could not be set during batch editing of “Tickets.”
Fixed call agent efficiency in reports: when exporting large date ranges, a probabilistic issue could cause missing counts due to data sorting. (*patch)
Fixed descriptions of phone number and time for the “Customer Voluntarily Abandoned” notification.
🔥 Developer notes
To maintain platform stability and prevent abuse of system resources,Webhook scripts will follow the API call mechanism and apply the following constraints:
Rate limit per minute:To prevent system overload due to excessive calls in a short time, the number of Webhook triggers per minute will be limited. This ensures fair allocation of system resources and prevents overall performance degradation due to a single user’s faulty design.
Response wait time limit:There is also an upper limit on the maximum wait time after Webhook execution. Please design processing logic according to the platform’s announced standards to avoid timeouts or interruptions due to prolonged processing.
2.62.11.2 (10/27)
Fixed display issue with the customer import template button.
Fixed an issue where skills bound to a channel could not be properly removed or edited.
2.62.11.1(10/07)
Default adjustment for file public access
Due to security settings, files uploaded in the helpdesk (such as images) are now non-public by default. This may cause social media to be unable to display or deliver files that require a public URL.
For files uploaded after 2.26.11, please go to “File Management,” sort by time, and set the required files to public. After setting to public, images can be directly viewed or downloaded (depending on different social media apps, a reload may be needed for normal display) without re-uploading.
2.62.11
Human-AI collaboration / Reduce costs and increase efficiency
Over the past year, our team has continued to work on implementing AI applications for FIRST LINE customers. Through multiple iterations and challenges, we have come to deeply understand that AI is not only an assistant to support agents but should also be a core tool to help companies improve customer service.
We will strengthen a series of AI features to more comprehensively support enterprises in optimizing the customer experience.
Point adjustment notice: more flexible use of AI features
As the training architecture of large language models becomes increasingly refined, they have become key tools in the business field. We will adjust the point deductions for specific AI features, allowing users to utilize these functions more flexibly and further improve work efficiency and performance.
🧠 New “AI Extraction” feature to improve knowledge base construction efficiency
We have added an “AI Extraction” feature that allows you to use AI to automatically extract potential questions and answers from different content sources and add them to the knowledge base, greatly reducing the time and effort of manual entry.
Supported content sources include:
PDF files: AI can extract key questions and answers from uploaded PDFs that are unencrypted or not password-protected.
TXT text files: AI can extract key Q&A content from uploaded TXT text files.
Website: AI can automatically extract relevant Q&A from website content that is non-dynamically rendered and accessible, and add it to the knowledge base.
This feature will significantly improve the efficiency of building the knowledge base, helping you manage and expand knowledge content more easily.
New “AI Training Sources” feature: quickly upload data to train a dedicated AI
The brand-new “AI Training Sources” feature allows you to upload up to 10 files (such as PDFs) to train a dedicated AI. Unlike knowledge base articles, this feature enables you to more quickly build a chatbot that aligns with your own business logic.
AI decision agent feature redesign
We have redesigned the “AI Decision Agent” feature and added a “Store analyzed message to variable” setting. This allows a message generated based on AI analysis to be stored in a variable during analysis for use in subsequent flows.
This feature will enhance system flexibility, allowing AI analysis results to better integrate into business processes for more efficient automation.
Unread conversation filtering: The helpdesk can now filter unread conversations, making it easier for agents to find unprocessed messages when handling large volumes of service and improving work efficiency.
Unread indicator adjustment: With the structural change in the first point, the unread message indicator has been changed to display a single red dot, removing the unread message count to avoid excessive visual distraction and make the interface cleaner and easier to read.
View agent hints: Now, viewing hints for other agents’ services is more prominent and simpler, allowing you to understand relevant information more easily and quickly.
Early access feature - Helpdesk adds voice recording: For customers with special local needs, the helpdesk can now record up to 2 minutes of audio to send to customers. This feature increases flexibility in customer service, meets specific needs, and improves customer satisfaction.
🧪 Early access feature - Interaction score for contacts
By calculating the frequency of customer interactions with your brand or product over a certain period, this feature helps you determine customer activity levels. This allows you to better understand customer engagement and develop more effective marketing strategies.
After the update, contacts are defaulted to “Stranger.” As the system continues to be used, the data will become increasingly complete, and we will also launch more derivative applications.
🧪 Early access feature - Orders
Added an “Orders” feature, allowing you to manually add orders for record-keeping or sync e-commerce order data via API. This enables a more precise understanding of customer purchase behavior, achieving personalized marketing and services. Manual entry is simple and suitable for quickly recording special orders. API syncing ensures order data is updated in real time, seamlessly integrating your e-commerce platform.
👨🏻💻 Live chat adds JavaScript API
Launched a brand-new JavaScript APIthat lets you control FIRST LINE Live Chat more flexibly. Through this API, you can perform various useful and interesting operations to fully leverage the capabilities of FIRST LINE Live Chat. For example, you can determine how live chat is displayed based on website visitor behavior to further enhance the interactive experience and optimize service outcomes.
For example, when a customer pauses after adding items to the cart, you can use the JavaScript API to set up automatic guidance messages to promote related products or services, or even automatically open the chat window for real-time communication, further increasing conversion rates.
📄 Filter templates
The filter template feature lets you easily save commonly used customer and ticket filter conditions to improve operational efficiency. For example, if you often need to send segmented messages to a specific audience group, you can save those audience conditions as a filter template. Then, in the future, simply select the saved conditions to quickly complete settings without re-entering each time. This not only saves time but also reduces errors from repeated operations.
🏷️ Flexible time-to-live settings for customer tags
Customer tags now have a “valid days” setting. The tag’s valid days are calculated by adding the set number of days to the latest applied date, and the tag is automatically removed when the period ends. This allows more flexible and dynamic tag management, ensuring timeliness and accuracy of customer information.
New features and improvements
Email channel: Recipient addresses can nowpaste multiple addresses at once, separated by commas.
WhatsApp channel: In line with WhatsApp’s native architecture, reasons such as send failures will now be displayed during service.
Message channels: Adjusted the away icon displayed for agent status to improve recognition.
Conversation scripts: The template interface has been redesigned with clearer categorization, allowing you to view and select required templates more clearly.
Conversation scripts: Added more chatbot templates, including marketing templates such as personality quizzes and passcodes, for your reference to improve interaction results.
SMS: The characterlimit for SMS content has been adjusted to 150 characters, please note that if it exceeds a supplier’s specific character count, it may be split into multiple messages.
Reports: In the Service record details list,Service record pivot list, and Service reason pivot list ,the original “Service End Time” field has been renamed to “Last Conversation Time” to better reflect the value. Additionally, a separate “Service End Time” field has been addedto provide a more complete service time record.
Cancel data export: You can nowcancel an ongoing data export task. This allows you to stop specified export operations when needed, avoiding unnecessary time waste.
Customer: The list adds filtering and sorting functions, allowing you to filter the number of service records within a specified range and sort by the creation time of the last service record. This update will effectively improve query efficiency and user experience, making management more convenient.
Contacts: The list now adds user IDs for each communication channel to facilitate integration with third-party systems. This update further enhances cross-platform collaboration and data synchronization efficiency, improving system interoperability.
Chatbot: When replying with knowledge base article content, it now automatically converts web-encoded characters. For example, escape characters (such as
>,<etc.) are correctly converted to corresponding symbols to ensure customers see accurate content.Interface: Some interfaces have been adjusted to reduce visual distractions during operation and improve the user experience.
Fix the following
Messaging features: Fixed the copy function for carousel designs to resolve linked behavior across options after copying.
2.56.10.6(08/29)
When uploading files in features such as the knowledge base, a reminder settings window will be added so agents can decide whether the file is public at upload time. If it's a non-public article or application, you can uncheck the “Public” option.
Fixed the “AI Answer Agent” category filter in conversation scripts.
2.56.10.5(08/01)
Fixed issue where using owner as the unique value prevented customer import.
During call transfers, optimized the interface to display the dial button to avoid user confusion during operation.
Fixed internal chat search to avoid showing a no-data status hint when either customer or ticket category has no corresponding data.
2.56.10.4(07/21)
Adjusted file type detection when uploading to determine whether image types can be previewed.
Fixed quick filters for tickets.
Fixed issue where copying a bot script failed when the script contained related statistics.
Fixed issue where editing service records again did not refresh when customer data changed.
Fixed issue where manually created service records could not correctly bind to customers.
Fixed issue where clearing a customer’s company setting could not be completed.
When a customer's tags change, the update time will now refresh as well.
Fixed issue where skill levels could not be set.
Fixed issue where ticket templates could not be applied.
Internal chat groups now display the sender’s name.
Handled certificate verification issues for abnormal Facebook scenarios.
Fixed issue where email attachment links could not be displayed.
Fixed page switching issue on the Webook script list.
Fixed logic for creating service records for outbound calls to avoid creating them for internal extension calls.
2.56.10.1
Added “Return Message” action to LINE Official Account rich menus
To enhance user interactivity and engagement, we added a “Return Message” action to the rich menu of LINE Official Accounts. After setting this action, when customers click an option in the rich menu, the system will automatically return a preset text message and can optionally trigger an auto-tagging function to further strengthen interaction with users.
Chatbot feature update: new AI Decision Agent node
The chatbot has added an AI agent node. In addition to the existing AI Answer Agent, the “AI Decision Agent” is now available. This function can use AI to judge whether the message content meets specific conditions, such as whether there is a return intent or whether the sentiment is angry, thereby greatly improving the efficiency and accuracy of customer service. These improvements make the customer service system smarter, providing customers with a more precise service experience.
Conversation scripts add “Image Carousel” “Image Ratio” settings
To give users more freedom to customize the “Image Carousel” in conversation scripts, we added an “Image Ratio” option. You can now choose various ratios such as 1:1, 1:2, 2:3, etc., to suit different display needs and create richer usage scenarios.
For example, with a 2:3 image ratio, you can effectively display deeper vertical images, such as personal profile introductions or product details, making content more engaging and easier to read. This new feature not only enhances visual diversity but also provides more creative space to adjust image presentation based on specific application needs.
Script metrics
In the latest script update, we added three important statistical fields: total triggers, total resolutions, and number of agent handoffs. These help you more intuitively monitor and evaluate chatbot performance, providing a more comprehensive set of KPIs.
Total triggers
Represents the number of times the script is executed. When a script is triggered from its start point, it is counted as one trigger. Triggers are counted separately for main scripts, sub-scripts, and module scripts.
Helps understand the script’s activity and frequency of use; an important indicator of popularity.
Total resolutions
Represents the number of times the script completes and exits normally, including via exit nodes (excluding “agent handoff” operations) or when the entire script flow ends naturally.
Understand the script’s efficiency in solving user problems or completing tasks; critical for evaluating effectiveness.
Number of agent handoffs
Records the number of times the “Agent Handoff” exit node is triggered.
Provides the frequency of handing off to human service, helping analyze the ratio of automation to human intervention to assess whether processes should be adjusted to reduce manual involvement.
Script node metrics
We have introduced trigger count statistics for individual nodes in each script. This allows you to quickly obtain trigger statistics for each node to more accurately evaluate their performance and efficiency. Note:
Scripts created before this update will not have node trigger statistics. Unless they are republished, their nodes will not record trigger counts.
Published flows and draft nodes being edited belong to different categories, so their statistics will be counted and displayed separately.
All newly created scripts or scripts that have been updated and republished will have node trigger count statistics.
Conversation scripts add “Referral Link (Ref Link)” to enhance customer interaction
To enhance customer interaction on social media, conversation scripts now include a “Referral Link (Ref Link)” feature. These special links use “m.me/” or “ig.me/” as prefixes followed by a username, forming a URL that links directly to a Messenger or Instagram chat window. This allows businesses to place referral links across marketing platforms like email signatures and official websites, enabling customers to enter real-time conversations with the brand with a single click.
Conversation scripts add “Send Facebook Subscription Message,” breaking the 24-hour limit to keep engaging users!!
Now, you can add the “Send Subscription Message” feature in Facebook Messenger chatbots! Let users click a button during interaction to agree to receive periodic pushes. This enables brands to send messages daily within a certain period, guiding users to revisit, maintaining long-term interaction, and boosting conversion rates!
Expanded “When customer is idle in flow” time setting
To provide richer interaction scenarios, the “When customer is idle in flow” time setting has been extended to a maximum of 6 days. This allows more advanced applications, such as waiting three days after a customer adds your LINE account as a friend before sending a touchpoint message. This not only increases flexibility in customer interaction but also helps deliver valuable information at the right time, thus increasing engagement and enhancing brand impression.
Tracking link update: tag LINE users
Tracking links can now tag customers who use the LINE app! This helps you better understand user behavior and further improve customer experience and marketing effectiveness. With this feature, you can easily track and analyze LINE users’ interactions and devise more precise marketing strategies.
Other enhancements
Helpdesk
Added time-limit reminders in the WhatsApp channel. When the last message has gone unreplied for over 24 hours, the system willautomatically prompt agents to use a template message to try to contact the customer.
Currently, in the service record view, you can only see the conversation content belonging to that service, which helps distinguish the actual information of each conversation. To further improve the user experience, in theconversation interface, we added a “View latest conversation” button. Clicking this button will expand and display the latest conversation content for that contact.This new feature makes it more convenient when handling customer issues.
Channels
Adjusted permission editing to use a dialog window, allowing users to adjust permissions more intuitively and quickly without leaving the current page.
We redesigned the channel authorization screen for LINE Official Accounts and added new authorization step descriptions and account verification information, making the authorization process more intuitive and clear.
Conversation scripts and chatbot
In specific nodes within conversation scripts, such ascarousel or options nodes, you can directly select specific links from the existing “Tracking Links” library for use. This new feature greatly simplifies the operation process and enhances the practicality of conversation scripts.
ChatbotThe “Set Customer Tags” feature now adds an untag setting. This allows more flexible tag management so you can add or remove tags as needed, improving the efficiency and precision of customer management.
Customer
To prepare for future feature expansion and clearer information display, we adjusted how the customer list is shown. This includesseparating information such as ID numbers and membership numbers into independent columns for easier viewing and management. Action buttons are fixed on the right side of the table, making operations easier even at low resolutions.
Dashboard
On the dashboard’s agent feature, you can now click a single agent’s card to view that agent’s detailed status timeline, including activities and status changes for each time period. This detailed information helps you better understand the agent’s work history and performance at each stage to make more informed management and evaluation decisions.
Interface and components
The color picker has been redesigned, making it easier and more intuitive to sample specific colors directly from images. This update aims to improve efficiency and accuracy for marketing and creative professionals when selecting and applying colors.
The interface of the rich text editor has been redesigned to improve the editing experience. Now,the editor no longer grows infinitely in height with content, but instead keeps a fixed height, allowing you to focus more on editing content, improving efficiency and comfort.
The AI writing feature has been retrained and now produces output faster and more accurately. This feature is applicable not only to general text but also supports the email channel, making your writing work more efficient and convenient.
If your purchase is handled by our business partner, the billing overview will now show that partner’s description and contact information. This update makes it easier to identify and contact partners, ensuring a smoother purchasing and service process.
Developer-related
We updated the Customer (Contact) API by adding a filter condition
update_at. This filter allows users to filter based on the update time of customer records, enabling more precise queries for customers updated within a specific time period.
2.52.23.3 (06/05)
We have made the following fixes and adjustments:
Fixed an error on the service reason simulation screen.
Fixed an issue where exporting conversation scripts to JSON could not execute properly in certain browsers.
Adjusted LINE friend info refresh mechanism to ensure more timely and accurate data updates.
Fixed issues during customer custom form imports where mismatched data caused the process to interrupt or fail to map to existing customers in some cases.
2.52.23.2 (05/26)
Fixes
Fixed an issue where, when using multiple conditions to filter the customer list, filtering on custom fields might not work properly.
Fixed incorrect display of creation times for customer and ticket notes.
2.52.23.1
Fixes:
Rich text editor issue: We fixed an issue that caused hyperlinks in the rich text editor to display incorrectly in some browsers.
Enhancements:
Safeguards when adding script nodes: To avoid users mistakenly adding exit types between nodes when adding script nodes, we enhanced safeguard measures during node addition.
Agent network interruption handling: For cases where agents encounter network interruptions during service and cannot complete service properly, we enhanced the follow-up handling mechanism to ensure reduced impact once the network recovers.
Rich text editor hyperlink redesign:To further improve convenience and efficiency when editing text, the hyperlink feature in the rich text editor has been redesigned. The prior floating window approach for adding and editing hyperlinks has been replaced with a more intuitive and accessible design: the hyperlink function is now fixed directly above the toolbar, allowing quick access and application.
2.52.23
In this season’s update, we will strengthen connections between features, deepen capabilities, and achieve synergy where 1 + 1 is greater than 2, enabling different features to be seamlessly linked and work together. We aim to enhance internal system coherence to create a gapless product experience.
Brand-new export feature
This update integrates “Conversation Export” and “Customer Export” into the new “Data Export” feature for more manageable characteristics. Meanwhile, we plan to gradually move detail-related reports under “Reports,” including “Service Record Details” and “Satisfaction Details.” This adjustment brings the following benefits:
More downloadable data: increases the data limit from 3,000 to 100,000 records.
Faster data processing: data processing will be handled independently by the server, improving speed by at least 50%.
No need to stay on the output screen: with the new “Data Export,” you no longer need to wait on the data screen; just wait for the download notification.
Live Chat home and extensions
Live Chat has added a brand-new “Home” feature along with “Extensions,” providing a richer user experience. Through the Live Chat home, customers can quickly obtain the information they need, improving convenience.
In “Extensions,” we will first launch “Latest News,” providing customers with timely and important information to encourage continued engagement and consumption. For example, you can use eye-catching images and compelling copy to encourage users to add your LINE account, and send specific offers such as discount codes based on keyword settings.
Coupons
The “Marketing Suite” gains a new “Coupons” feature. Try creating coupons to attract customers and increase sales. This new feature can be distributed via bot flows and chat messages, bringing more opportunities and potential customers to your business.
Conversation script upgrades
FIRST LINE’s “Conversation Scripts” feature is widely praised. We now bring a series of improvements and new features to enhance your experience:
New “Random” node: This feature allows you to randomly enter any connected sub-flow and set different entry probabilities for each sub-flow, providing greater flexibility and creative space.
Interface adjustments: We significantly optimized the UI for edit and view modes, allowing clearer switching and operations, improving editing efficiency.
New templates: To give you more inspiration and convenience, we added two templates: “AI Q&A Quickfire” and “Draw Lots,” helping you quickly create scripts and spark more design possibilities.
Helpdesk feature upgrades and adjustments
Collaborative service: Agents can now directly view and assist with services currently being handled by other colleagues. This is especially useful for teamwork scenarios, such as when an issue exceeds the assigned agent’s capabilities and a team lead or specialist can be requested to step in and provide expert support.
Dialogs: We made subtle adjustments to message dialogs and quick replies to provide a smoother visual experience.
Message templates:To enhance extensibility and provide more diverse message templates, we redesigned the “Quick Replies” feature in the helpdesk. This will include a broader range of functions, enabling agents to respond quickly to customer queries not only with text messages but also with file transfers, coupons, and more, offering a more personalized and thoughtful service experience.
Service reasons and results adjustments:Due to changes in how some interfaces use data, we updated from a caching architecture to real-time reading. This change covers key parts such as “Service Reasons” and “Service Results” in the helpdesk, aiming to improve performance for enterprise big data users, reduce reliance on devices and hardware, and effectively solve screen sync delays. However, due to this architectural change, the system prompt when an agent does not select a service reason no longer matches the new architecture, so it has been removed.
Point mechanism
We will launch a brand-new points feature designed for advanced functions. Each advanced function will consume a different number of points depending on its characteristics. Over time, we expect to introduce more advanced features and additional point promotions to enhance user experience and increase flexibility.
With this points update, you will see a suite of exciting AI applications in the interface, including BETA features such as AI Writing and AI Q&A Scripts. These innovative tools increase your productivity and bring unprecedented flexibility and creativity to your projects.
Other enhancements
You can now download historical conversations for a single social media contact, which is more helpful for data analysis or business cooperation purposes.
“Live Chat” adds a “Show Messages” setting, allowing Live Chat to pair with “Extensions” and “Search Help Center” applications, making Live Chat a tool for pure information display, a marketing tool, or a powerful self-service tool for customers.
Added safeguards for the phone input box against non-numeric or other phone symbols to avoid exceptions in outbound or transfer operations.
The menu option formerly named “Social Media” has been updated to “Contacts” to better reflect actual needs and usage scenarios.
We have launched a getting-started guide for new users to help new users or handover agents quickly get familiar with the functions and operations of the FIRST LINE platform. This guide covers all key information from basic setup to advanced applications.
Fixes
Fixed an issue where the customer import template could fail when there were fields such as address or phone; after updating, re-editing and saving the template will allow normal use.
2.49.13.3
Fixed an issue where satisfaction surveys could not be sent due to LINE channel quick replies not supporting pure numeric content.
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