🐲2024

This region version is currentlyno longer maintained, if you are on an on-premises custom deployment, we recommendconsider upgrading to the latest version, to receive full feature support and security updates. If you need assistance evaluating upgrade options, feel free to contact us!

2.74.09 🚀

We have redesigned the FIRST LINE AI architecture. Going forward, we will adopt dedicated training models for different applications to handle more complex and diverse task requirements. This improvement will significantly enhance the AI's adaptability and performance, enabling it to complete tasks across various application scenarios with greater precision.

🧪 Early access feature – AI Transcripts to improve team collaboration efficiency

This release adds a transcription feature that can generate transcripts for a single audio file. Using AI technology to quickly produce complete text makes team collaboration and subsequent processing easier, improving communication and task execution efficiency.

Features are continuously being strengthened; please refer to the actual interface.

Filter functionality enhanced update

1. “Custom fields” filter interface redesigned: provides a clearer UI for more intuitive operation and easy adjustment of filter conditions.

2. Filter condition display optimization: simplified the way filter conditions are shown by replacing numeric displays with colors and markers to avoid changing interface dimensions and improve user experience.

These updates will make the filtering function more intuitive and easier to use.

Message template upgrade: added buttons and carousels for a more efficient interactive experience!

The “Message Templates” feature now includesButtonsandCarousel typetemplate settings, allowing you to create moreflexible and diverseuse cases. For example, you can set templates for common questions, such as health notification items, to help customers reply quickly and improve interaction efficiency and consistency.

Email channel redesign update

1. Support desk compose interface optimization: the compose interface has been changed todisplay directly, no longer requiring clicking a button to open an additional window. This saves time and allows viewing related information while composing, significantly enhancing the user experience.

2. Remove subject header: to accommodate the changes in the compose interface, especially for users with low-resolution displays,the subject header has been removed, saving vertical space and making the interface cleaner and more efficient.

Automation workflows fully upgraded

The automation workflows have undergone the following upgrades to help you reduce manual operations and create fully automated capabilities:

• Interface optimization and logic fixes:Adjusted some interface designs to improve operational intuitiveness.

• Added note function:Each executed action can now include a note for reminders or supplementary explanations to better manage operation flows.

• Field modification enhancements:Increased the editable fields for customers and work orders, including custom fields; modifications can now trigger changes, making the feature more flexible and adaptable.

“Data export” added data export

• Call record export: no longer limited by the previous report cap of 3,000 records; you can now export larger-scale call record data for more detailed analysis and statistics to support precise business decisions.

• Contact export:Now supports exporting contacts from a single social media channel for advanced applications. For example, you can export highly active contacts who interact frequently and import those lists into a LINE Official Account audience list for targeted marketing or push notifications, improving reach and conversion.

💪🏼 New features and improvements

• The Notification Center now includes a “LINE message quota low” feature.When the LINE channel's message sending quota is insufficient, the system will automatically send reminders to help you address it in time.

• Before publishing a rich menu to a LINE Official Account, a complete check will be performed to ensure no missing data.

• Now, when copying a rich menu, you can directly specify another LINE Official Account! Boost efficiency further.

• Nowthe “Webhook Script”’s “Request URL” supports Path Params variable mapping, such as https://***/api/notify/{{ id }} , making integrations more flexible and efficient and greatly enhancing system interaction capabilities.

• WhatsApp account deletion feature added, allowing removal of unused accounts to improve management efficiency and keep accounts organized.

• Real-time chat carousel messages adjusted: left-right button switching is smoother, and the number of shown messages automatically adjusts based on screen width for clearer content presentation.

• Chatbot functionality upgraded to better understand customer context and provide smoother interactions.

• Now, the “Segmented Messaging” featurecan directly send to contacts of a single channel, for example a single LINE Official Account, without requiring full customer data. By filtering based on engagement and other conditions, you can flexibly meet different user scenarios and make communication more relevant.

• Phone interface adjustments,added more prominent call status indicators and clearer button designs, making operation more intuitive and convenient.

👾 Content and bug fixes

1. Fixed an issue where some fields could not be set during bulk edit of “work orders.”

2. Fixed an issue in reports where phone agent efficiency could miss records when exporting large date ranges due to data sorting. (*patch)

3. Fixed the description of phone and time in the “Customer voluntarily abandoned” notification.

🔥 Developer notes

1. To maintain platform stability and prevent abuse of system resources,Webhook scripts will follow the same calling mechanism as the API and apply the following constraints:

   1. Per-minute trigger limit:To prevent excessive calls within a short time from overloading the system, Webhooks will have a limit on triggers per minute. This mechanism ensures fair allocation of system resources and avoids platform-wide performance degradation caused by a single user's incorrect setup.

   2. Response wait time limit:There is also a maximum wait time after Webhook execution. Please design processing logic according to platform announcements to avoid requests timing out or being interrupted due to prolonged processing.

2.62.11.2 (10/27)

1. Fixed display issue with the customer import template button.

2. Fixed an issue where skill-bound channel pages could not be removed or edited properly.

2.62.11.1(10/07)

File public default adjustment

Due to security settings, files uploaded via the support desk (such as images) were previously defaulted to private, which could prevent social media from displaying files that require public URLs or prevent delivery.

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 previewed or downloaded directly (some social media apps may reload to display properly) without reuploading.

2.62.11

Human-AI collaboration / Cost reduction and efficiency improvement

Over the past year, the team has continuously worked to implement AI applications for FIRST LINE customers. After multiple iterations and challenges, we deeply understand that AI is not only an assistant for service agents but should become a core tool to help companies improve customer service.

We will strengthen a series of AI features to more comprehensively support enterprises in optimizing customer experience.

Points adjustment notice: more flexible AI feature usage

As large language model training frameworks mature, they have become key business tools. We will adjust point deductions for certain AI features so users can use these functions more flexibly, further improving work efficiency and effectiveness.

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🧠 New “AI Extraction” feature to improve knowledge base building efficiency

We added an “AI Extraction” feature that lets you use AI to automatically extract potential Q&A from various content sources and add them to the knowledge base, greatly reducing manual input time and effort.

Supported content sources include:

• PDF documents: AI can extract key questions and answers from uploaded PDFs that are not encrypted or password-protected.

• TXT text files: AI can extract key Q&A content from uploaded TXT text files.

• URLs: AI can automatically extract relevant Q&A from non-dynamically rendered and accessible website content and add them to the knowledge base.

This feature will significantly improve knowledge base construction efficiency and help you more easily manage and expand knowledge content.

New “AI Training Source” feature: quickly upload data to train a dedicated AI

The newly launched “AI Training Source” feature allows you to upload up to 10 files (such as PDFs) to train a dedicated AI. Unlike knowledge base articles, this feature helps you more quickly build a chatbot that matches your business logic.

AI judgment agent feature redesigned

We redesigned the “AI Judgment Agent” feature and added a “Save the analysis message to a variable” setting. This allows a piece of message generated based on analysis results to be saved to a variable for later use in workflows.

This feature will improve system flexibility so AI analysis results can better integrate into business processes and enable more efficient automation.

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• Unread conversation filter feature: The support desk can now filter unread conversations, making it easier for agents to locate unhandled messages when processing large volumes of service requests and improving work efficiency.

• Unread mark adjustment: With the architecture changes above, unread messages are now marked with a single red dot instead of showing an unread message count to avoid excessive visual distraction and make the interface cleaner and easier to read.

• View agent hints: Viewing other agents' service hints is now more obvious and simpler, letting you more easily and quickly understand relevant information.

• Early access feature – Support desk added voice recording: For certain customers with special needs and local requirements, the support desk can now record and send up to 2 minutes of audio to customers. This feature increases customer service flexibility to meet specific needs and improve customer satisfaction.

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Early access featurefeatures are released to let customers try them before official release and provide valuable feedback. Features may be adjusted or canceled based on testing results and are not guaranteed to be included in final or subsequent releases.

🧪 Early access feature – Added interaction score for contacts

This feature calculates a customer's interaction frequency with your brand or product over a period, helping you determine customer activity. It enables better understanding of customer engagement and supports more effective marketing strategies.

Updated contacts default to “Stranger.” As system usage continues, data will become more complete and we will roll out more derived applications.

🧪 Early access feature – Orders

Added an “Orders” feature where you can manually add orders for record-keeping or sync e-commerce orders via API. This helps you better understand customer purchasing behavior for personalized marketing and service. Manual addition is simple and suitable for quickly recording special orders, while API sync ensures real-time order updates and seamless e-commerce integration.

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👨🏻‍💻 Real-time chat adds JavaScript API

Launched a brand-new JavaScript APIthat allows you to more flexibly control FIRST LINE real-time chat. With this API, you can perform many useful and interesting operations to fully utilize real-time chat features. For example, you can determine how the chat is displayed based on website visitor behavior to enhance interaction and optimize service.

For example, if a customer hesitates after adding items to the cart, you can use the JavaScript API to set automatic guiding messages, promote related products or services, or even automatically open the chat window for real-time communication to increase conversion rates.

📄 Filter templates

The filter template feature lets you easily save commonly used customer and work order filter conditions to improve operational efficiency. For example, if you frequently send segmented messages to a specific audience, you can save those audience conditions as a filter template. In the future, you can quickly apply saved filter conditions without re-entering them each time, saving time and reducing repeated-entry errors.

🏷️ Flexible management of customer tag expiration settings

Customer tags now have an “expiration days” setting; a tag's validity is calculated from the most recent applied date plus the set number of days, and it will be automatically removed when it expires. This lets you manage tags more flexibly and dynamically to ensure timely and accurate customer information.

New features and improvements

1. Email channel: Recipient addresses nowcan paste multiple addresses at once, separated by commas.

2. WhatsApp channel: In line with WhatsApp's native architecture, failure reasons such as send failures are now shown during the service process.

3. Messaging channels: Adjusted the away icon displayed for agent status to make it more identifiable.

4. Conversation scripts: The template interface has been redesigned with clearer categorization so you can better view and select needed templates.

5. Conversation scripts: Added more chatbot templates including quizzes, passcode flows, and other marketing templates for reference to enhance interaction.

6. SMS: The character limit for SMS contenthas been adjusted to 150 characters, please note that exceeding provider-specific limits may split the message into multiple sends.

7. Reports: In the Service Record Detail 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. In addition, a new “Service End Time” fieldwas added to provide a more complete service time record.

8. Cancel data export: Nowyou can cancel ongoing data export jobs. This feature allows you to stop specified exports when needed to avoid unnecessary time waste.

9. Customers: The list now adds Filter and Sort functions, allowing filtering of service record counts within a specified range and sorting by the creation time of the latest service record. This update improves query efficiency and user experience, making management more convenient.

10. Contacts: The list now includes user identifiers for each communication channel to facilitate integration with third-party systems. This update further enhances cross-platform collaboration and data synchronization efficiency.

11. Chatbots: When replying with knowledge base article content, it now automatically converts encoded web text. For example, escaped characters (such as >,< ) are correctly converted into corresponding symbols to ensure customers see accurate content.

12. Interface: Some interfaces have been adjusted to reduce visual distractions during operation and improve user experience.

Fixed the following

1. Message features: Fixed an issue with carousel copy design where different options would link together after copying.

2.56.10.6(08/29)

1. When uploading files in features like the knowledge base, a prompt setting window will appear allowing agents to decide whether the file is public upon upload. For non-public articles or use cases, you can uncheck the “Public” option.

2. Fixed the “AI Answer Agent” filter categorization in conversation scripts.

2.56.10.5(08/01)

1. Fixed an issue where imports failed when using the owner as the unique value during customer import.

2. Optimized the interface to display a dial button during call transfers to avoid user confusion during operation.

3. Fixed internal chat search to avoid showing a no-data state when one of customer or work order categories has no matching data.

2.56.10.4(07/21)

1. Adjusted file type detection during upload to determine whether image types can be previewed.

2. Fixed quick filter functionality for work orders.

3. Fixed an issue where duplicating a bot script containing related statistical numbers could not be fully copied.

4. Fixed an issue where edited service records did not refresh when customer data changed.

5. Fixed an issue where manually created service records could not correctly bind to customers.

6. Fixed an issue where clearing company settings for customers could not be completed.

7. When changes occur to a customer's tags, the update time will now refresh synchronously.

8. Fixed an issue where skill levels could not be set.

9. Fixed an issue where work order templates could not be applied.

10. Internal chat groups now display sender names.

11. Handled credential verification issues for exceptional Facebook cases.

12. Fixed an issue where email attachment links could not be displayed.

13. Fixed pagination switching issue on the Webhook script list page.

14. Fixed logic for creating service records for outbound calls to avoid creating records for internal extension calls.

2.56.10.1

LINE Official Account rich menu adds “Return Message” action

To enhance user interaction and engagement, we added a “Return Message” action to LINE Official Account rich menus. When this action is set, if a customer clicks an option in the rich menu, the system will automatically return a preset text message and optionally trigger auto-tagging to further strengthen interaction with users.

Chatbot feature update: added AI judgment agent node

Chatbots now include an AI agent node; in addition to the existing AI answer agent, a new “AI judgment agent” is added. This feature can use AI to determine whether message content meets specific conditions, such as intent to return a product or whether the user is angry, greatly improving service efficiency and accuracy. These enhancements make the customer service system smarter and provide customers with more precise service experiences.

Conversation scripts added “Image Carousel” “Image Aspect Ratio” setting

To let users more freely customize the “Image Carousel” in conversation scripts, we added an “Image Aspect Ratio” option. You can now choose various aspect ratios like 1:1, 1:2, 2:3, etc., to suit different display needs and create richer contexts.

For example, using a 2:3 image ratio allows you to better display vertically oriented images such as personal profiles or product details, making content more engaging and readable. This new feature not only enhances visual variety but also provides more creative space to adjust image presentation according to specific application needs.

Script data metrics

In the latest script update we added three important statistic fields: total triggers, total resolves, and number of agent transfers. These help you more intuitively monitor and evaluate chatbot performance; the added stats provide more comprehensive performance indicators.

Metric category	Definition	Purpose
Total triggers	represents the number of times a script is executed. A trigger is counted when a script is invoked from a start point. Triggers for main scripts, sub-scripts, and module scripts are each counted separately.	Helps understand script activity and usage frequency; an important indicator of a script's popularity.
Total resolves	represents the number of times a script completed and exited normally, including exits via exit nodes (excluding “transfer to agent” actions) or natural completion of the script flow.	Used to understand how efficiently a script resolves user issues or completes tasks; essential for evaluating script effectiveness.
Number of agent transfers	records the number of times the “transfer to agent” exit node was triggered.	Provides the frequency of transfers to human service, helping analyze the ratio of automation to manual intervention and determine if process adjustments are needed to reduce human involvement.

Script node data

We have introduced trigger count statistics for each individual script node. This feature allows you to quickly obtain trigger statistics per node to more accurately assess each node's performance and efficiency. Note:

1. Scripts created before this update will not have node trigger count statistics. Unless those scripts are republished, their nodes will not record trigger counts.

2. Published flows and drafts being edited belong to different categories, so their statistics are calculated and displayed separately.

3. All newly created scripts or scripts updated and republished will include node trigger count statistics.

Conversation scripts added “Ref Link” to enhance customer interaction

To increase customer engagement on social media, conversation scripts now include a “Ref Link” feature. These dedicated links use prefixes like “m.me/” or “ig.me/” followed by a username to form direct URLs to Messenger or Instagram chat windows. This allows businesses to place referral links across marketing platforms such as email signatures and official websites so customers can click to enter real-time conversation with the brand.

Conversation scripts added “Send Facebook Subscription Message” to break the 24-hour limit and continue interacting with users!!

Now you can add a “Send Subscription Message” function in Facebook Messenger via chatbot! When users click a button to agree to receive periodic pushes, brands can send messages daily within a certain period to guide users back, maintain long-term interaction, and increase sales conversions!

Extended “When customer is idle in flow” time setting

To provide richer customer interaction scenarios, the “When customer is idle in flow” time setting has been extended up to 6 days. This improvement allows businesses to create more advanced use cases—for example, sending a follow-up message three days after a customer becomes a LINE friend. This increases interaction flexibility and helps deliver valuable information at the right time to boost engagement and strengthen brand impression.

Tracking link update: tag LINE users

Tracking links can now tag customers using the LINE app! This helps you better understand user behavior and improve customer experience and marketing effectiveness. With this feature, you can easily track and analyze LINE user interactions to craft more precise marketing strategies.

Other enhancements

Support desk

• Added timeliness reminder in WhatsApp channel. When the last message has not been replied to for over 24 hours, the system willautomatically prompt agents to try contacting the customer using template messages.

• Currently in the service record view, you can only see the conversation content belonging to that service to help distinguish the actual information of each interaction. To further improve the experience, a “View Latest Conversation” button has been added to theconversation interface. After clicking this button, you can expand and view the contact's latest conversation content.to make handling customer issues more convenient.

Channels

• Adjusted permission editing to use an interactive window format, enabling users to adjust permission settings more intuitively and quickly without leaving the current page.

• We redesigned the authorization screen for LINE Official Account channels and added new authorization step instructions and account verification information to make the authorization process clearer and more intuitive.

Conversation scripts and chatbots

• In certain nodes of conversation scripts, such ascarousels or option nodes, you can directly select specific links from the established “tracking link” library for use. This new feature greatly simplifies operations and enhances the practicality of conversation scripts.

• ChatbotsThe “Set customer tag” function now includes a remove-tag setting. This allows more flexible management of customer tags so you can add or remove tags as needed, improving tagging efficiency and accuracy.

Customers

• To support future feature expansion and clearer information display, we adjusted the customer list display. This includesseparating ID numbers, membership numbers, etc. into individual columns for easier viewing and management. Action buttons are fixed on the right side of the table for easier operation even on low-resolution displays.

DashboardPanel

• For dashboard agent features, you can now click a single agent's card to view that agent's detailed status timeline, including activities and status changes in each time segment. These details help you better understand the agent's work history and performance at each stage, enabling more informed management and evaluation decisions.

Interface and components

• The color picker has been redesigned; now it is easier and more intuitive to pick a specific color directly from an image. This update aims to improve efficiency and accuracy for marketing and creative professionals when selecting and applying colors.

• The rich text editor interface has been redesigned to improve editing experience. Now,the editor no longer expands height indefinitely with content, but maintains a fixed height so you can focus on editing and improve work efficiency and comfort.

• The AI writing feature has been retrained and now produces output faster and more accurately. This feature not only applies to general text but also supports the email channel to make your writing work more efficient and convenient.

• Now, if your purchase is handled by one of our commercial partners, the billing overview will show that partner's description and contact information. This update helps you more easily identify and contact partners to ensure purchases and services run smoothly.

Developer related

• We updated the Contact API and added a filter condition update_at. This filter allows users to query customers based on the time their records were updated, enabling more precise searches for customers updated during a specific period.

2.52.23.3 (06/05)

We have made the following fixes and adjustments:

1. Fixed an error in the service reason simulation screen.

2. Fixed an issue where exporting conversation scripts to JSON failed in certain browsers.

3. Adjusted the LINE friend info refresh mechanism to ensure data updates are more timely and accurate.

4. Fixed an issue where customer custom table imports could be interrupted when import data comparison conditions did not match existing customer data, causing some instances not to map to existing customers.

2.52.23.2 (05/26)

Fixes

• Fixed an issue where filtering the customer list with multiple conditions could cause customer custom field filters to not function properly.

• Fixed incorrect display of creation times for customer and work order notes.

2.52.23.1

Fixes:

• Rich text editor issues: We fixed an issue that caused some browsers to not correctly display hyperlink functionality in the rich text editor.

Improvements:

1. Script node add protections: To prevent users from incorrectly adding exit types between nodes when adding script nodes, we strengthened preventive measures when adding nodes.

2. Handling when an agent's network disconnects: For situations where an agent encounters network disconnection during service and cannot complete the service normally, we enhanced subsequent handling mechanisms to reduce impact once the network is restored.

3. 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 previous floating window method for adding and editing links is replaced by a more intuitive, easily accessible design: the hyperlink function is now fixed above the toolbar for quick access and application.

2.52.23

In this season's update, we will strengthen the connection between functions, deepen feature capabilities, and achieve 1 + 1 greater than 2 synergy so different features can seamlessly link and work together. We aim to enhance internal system coherence to create a seamless product experience.

Brand-new export functionality

This update merges “Conversation Export” and “Customer Export” into a new feature called “Data Export” to provide more manageable capabilities. This year we plan to gradually move detailed reports from “Reports,” including “Service Record Details” and “Satisfaction Details.” The adjustment brings the following benefits:

1. More data download capacity: increased the data cap from 3,000 to 100,000 records.

2. Faster data processing speed: data processing will be handled independently by servers, improving speed by at least 50%.

3. No need to stay on the export screen: with the new “Data Export,” you no longer need to wait on the data screen; just wait for the download notification.

Real-time chat homepage and expansions

Real-time chat adds a brand-new “Homepage” feature and introduces an “Extensions” feature to provide customers with a richer user experience. Through the real-time chat homepage, customers can quickly get needed information, improving convenience.

In the “Extensions” feature, we will first launch “Latest Info,” which will provide customers with timely and important information to encourage continued engagement and consumption. For example, you can encourage users to add LINE friends with eye-catching images and copy and send discount codes or specific offers based on keyword settings.

Coupons

The “Marketing Suite” adds a new “Coupons” feature—try creating coupons to attract customers and increase sales. This new feature can distribute coupons via bot flows and chat messages, bringing more opportunities and potential customers to your business.

Conversation script feature upgrades

FIRST LINE’s “Conversation Scripts” feature is well-received, and we now bring a series of improvements and new features to enhance your experience:

1. Added “Random” node: This new feature allows you to randomly enter any connected sub-flow and set different entry probabilities for each sub-flow, giving you greater flexibility and creative space.

2. Interface adjustments: We made significant UI optimizations for edit and view modes so you can switch and operate more clearly, improving editing efficiency.

3. New templates: To provide more inspiration and convenience, we added “AI Quick Q&A” and “Lottery” templates to help you quickly create scripts and spark more conversation design possibilities.

Support desk feature upgrades and adjustments

• Collaborative service: Agents can now directly view and assist with services other colleagues are handling. This feature is particularly useful for team cooperation scenarios—for instance, when an issue exceeds a designated agent's capability, you can request team leads or experts to intervene and provide support.

• Dialog box: We made subtle adjustments to the message dialog and quick reply functions to provide a smoother visual experience.

• Message templates:To enhance extensibility and offer more diverse message type templates, we redesigned the support desk's “Quick Reply” feature. This includes providing more varied capabilities so agents can quickly reply to customer inquiries not only with text but also support file transfer, coupons, and more for a more personalized and thoughtful service experience.

• Service reason and result adjustments:Because some interface data usage methods were updated from cached architecture to real-time reading, this change covers key parts like “Service Reason” and “Service Result” in the support desk. The goal is to improve performance for large data enterprise clients, reduce device and hardware dependence, and resolve screen synchronization delays. However, due to this architectural change, the system prompts shown when agents do not select a service reason no longer match the new architecture, so they have been removed.

Points mechanism

We will introduce a new points system designed for advanced features. Each advanced feature will consume a different number of points based on its characteristics. Over time, we plan to introduce more advanced features and additional point promotions to enhance user experience and usage flexibility.

With this points update, you will find an exciting range of AI applications in the interface, including AI writing and AI Q&A scripts in BETA. These innovative tools boost your work efficiency 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 useful for data analysis or enterprise collaborations.

• Real-time chat added a “Display Message Function” setting. This allows real-time chat to work with “Extensions” and “Search Help Center” apps so real-time chat can be used as a pure information display, marketing tool, or a powerful customer self-service tool.

• Added validation for non-numeric or other phone symbols in the phone input box to prevent exceptions during outbound dialing or transfers.

• Menu adjustment: the original “Social Media” option is updated to “Contacts” to better match actual needs and usage scenarios.

• We launched an onboarding guide feature specifically for new users to help them or handover agents quickly familiarize themselves with FIRST LINE platform features and operations. The guide covers key information from basic setup to advanced applications.

Fixes

• Fixed an issue where customer import templates could sometimes fail to import when address, phone, or related fields existed; after editing and saving the template post-update, it can be used normally.

2.49.13.3

• Fixed the satisfaction survey issue where LINE channel quick replies did not support pure numeric responses and thus could not be sent.