# 功能教學

- [管道](https://help.firstline.cc/feature/channels.md): 連結所擁有的服務管道，即可立即用一個後台統一回覆所有客戶訊息，並透過分派讓團隊成員共同協作，讓客戶擁有最佳服務體驗。
- [進階功能](https://help.firstline.cc/feature/channels/jin-jie-gong-neng.md)
- [收回單一訊息](https://help.firstline.cc/feature/channels/jin-jie-gong-neng/shou-hui-dan-yi-xun-xi.md)
- [封鎖聯絡人](https://help.firstline.cc/feature/channels/jin-jie-gong-neng/feng-suo-lian-luo-ren.md)
- [即時聊天](https://help.firstline.cc/feature/channels/live-chat.md)
- [打造醒目訊息](https://help.firstline.cc/feature/channels/live-chat/markdown.md)
- [疑難雜症](https://help.firstline.cc/feature/channels/live-chat/yi-nan-za-zheng.md)
- [客戶身份驗證](https://help.firstline.cc/feature/channels/live-chat/ke-hu-shen-fen-yan-zheng.md): 在特定使用情況，若你的網站已知道客戶的登入資訊，如電子郵件、電話號碼、會員編號等，你可以透過整合來進行 FIRST LINE 的客戶驗證。
- [安裝範例](https://help.firstline.cc/feature/channels/live-chat/an-zhuang-fan-li.md): 範例
- [嵌入至 LINE 內服務客戶](https://help.firstline.cc/feature/channels/live-chat/an-zhuang-fan-li/liff.md): 透過 LIFF 整合，將客戶導向即時聊天，替代 Message API 傳遞對話，且不需網頁跳轉，就能夠有效的減少推播花費。
- [安裝於 SHOPLINE 內](https://help.firstline.cc/feature/channels/live-chat/an-zhuang-fan-li/an-zhuang-wu-shopline-nei.md)
- [安裝於 Shopify 內](https://help.firstline.cc/feature/channels/live-chat/an-zhuang-fan-li/embed-shopify.md)
- [LINE 官方帳號](https://help.firstline.cc/feature/channels/line.md)
- [如何啟用 Messaging API](https://help.firstline.cc/feature/channels/line/ru-he-qi-yong-messaging-api.md): 本教學為串接 Messaging API ，依照步驟取得所需要的資料。
- [LINE 訊息費用怎麼算](https://help.firstline.cc/feature/channels/line/pricing.md)
- [LINE Developer 相關](https://help.firstline.cc/feature/channels/line/line-developer-xiang-guan.md): 相關
- [Facebook Messenger](https://help.firstline.cc/feature/channels/facebook-messenger.md): Facebook 是企業不可或缺的一個社交平台，除了通過粉絲專頁向客戶發放資訊外，與粉絲聯絡對話、舉辦活動等，有助企業及中小商戶處理電商行銷。
- [疑難雜症](https://help.firstline.cc/feature/channels/facebook-messenger/yi-nan-za-zheng.md)
- [錯誤代碼 #2022](https://help.firstline.cc/feature/channels/facebook-messenger/error_2022.md)
- [Instagram](https://help.firstline.cc/feature/channels/instagram.md)
- [微信公眾號](https://help.firstline.cc/feature/channels/wechat.md)
- [WhatsApp (Cloud API)](https://help.firstline.cc/feature/channels/whatsapp-cloud-api.md)
- [疑難雜症](https://help.firstline.cc/feature/channels/whatsapp-cloud-api/yi-nan-za-zheng.md)
- [從 On-Premise 轉移至 Cloud API 指南](https://help.firstline.cc/feature/channels/whatsapp-cloud-api/cong-onpremise-zhuan-yi-zhi-cloud-api-zhi-nan.md)
- [WhatsApp (Twilio)](https://help.firstline.cc/feature/channels/whatsapp-by-twilio.md)
- [Telegram](https://help.firstline.cc/feature/channels/telegram.md)
- [Viber](https://help.firstline.cc/feature/channels/viber.md)
- [電子信箱](https://help.firstline.cc/feature/channels/email.md)
- [電子郵件分隔文本](https://help.firstline.cc/feature/channels/email/outgoing-email-comments.md)
- [電子郵件附件](https://help.firstline.cc/feature/channels/email/dian-zi-you-jian-fu-jian.md)
- [Gmail 串接測試](https://help.firstline.cc/feature/channels/email/gmail-bang-ding-fan-li.md)
- [Microsoft Graph 整合](https://help.firstline.cc/feature/channels/email/microsoft-graph-zheng-he.md)
- [簡訊](https://help.firstline.cc/feature/channels/sms.md)
- [Twilio](https://help.firstline.cc/feature/channels/sms/sms.md)
- [三竹簡訊](https://help.firstline.cc/feature/channels/sms/san-zhu-jian-xun.md)
- [電話](https://help.firstline.cc/feature/channels/phone.md)
- [疑難雜症](https://help.firstline.cc/feature/channels/phone/yi-nan-za-zheng.md)
- [調整或分配分機給專員](https://help.firstline.cc/feature/channels/phone/extension.md)
- [通話時服務紀錄沒有建立](https://help.firstline.cc/feature/channels/phone/tong-hua-shi-fu-wu-ji-lu-mei-you-jian-li.md)
- [轉接與三方通話](https://help.firstline.cc/feature/channels/phone/forward.md)
- [座席狀態](https://help.firstline.cc/feature/channels/phone/cti-agent-state.md)
- [電話 SIP 代碼](https://help.firstline.cc/feature/channels/phone/sip-code.md): SIP responses are the codes used by Session Initiation Protocol for communication. We have put together a list of all the SIP responses known.
- [通話資訊](https://help.firstline.cc/feature/channels/phone/call-flag.md)
- [線上下通路](https://help.firstline.cc/feature/channels/onsite.md)
- [Ai & 聊天機器人](https://help.firstline.cc/feature/chatbot.md)
- [FIRST LINE AI 完全手冊](https://help.firstline.cc/feature/chatbot/first-line-ai-wan-quan-shou-ce.md)
- [交談腳本](https://help.firstline.cc/feature/chatbot/scenario.md)
- [疑難雜症](https://help.firstline.cc/feature/chatbot/scenario/yi-nan-za-zheng.md)
- [功能詳解](https://help.firstline.cc/feature/chatbot/scenario/feature.md)
- [全域節點](https://help.firstline.cc/feature/chatbot/scenario/feature/quan-yu-jie-dian.md)
- [FIRST LINE AI](https://help.firstline.cc/feature/chatbot/scenario/feature/first-line-ai.md)
- [模組腳本](https://help.firstline.cc/feature/chatbot/scenario/feature/mo-zu-jiao-ben.md)
- [分派權重](https://help.firstline.cc/feature/chatbot/scenario/feature/fen-pai-quan-zhong.md)
- [事件紀錄](https://help.firstline.cc/feature/chatbot/scenario/feature/shi-jian-ji-lu.md)
- [草稿與發佈](https://help.firstline.cc/feature/chatbot/scenario/feature/cao-gao-yu-fa-bu.md)
- [輪播訊息](https://help.firstline.cc/feature/chatbot/scenario/feature/carosuel.md)
- [按鈕行為](https://help.firstline.cc/feature/chatbot/scenario/feature/button-actions.md)
- [情境範例](https://help.firstline.cc/feature/chatbot/scenario/example.md)
- [串接 ChatGPT](https://help.firstline.cc/feature/chatbot/scenario/example/integration-chatgpt.md): 透過整合 ChatGPT 技術，您可以建立一個可應對多種情境的專屬聊天機器人，讓客戶能夠輕鬆地與您的企業進行互動。本文將透過一系列簡單易懂的步驟，詳細介紹如何申請 OpenAI 的 API Key，並將 ChatGPT 整合至系統中，讓您的聊天機器人能夠更加智慧且高效地為客戶提供支持和回應，進而提高客戶滿意度。
- [搜尋與回覆知識庫文章](https://help.firstline.cc/feature/chatbot/scenario/example/fan-li-sou-xun-zhi-shi-ku-gong-neng.md): 搜尋與
- [緊急信件轉派](https://help.firstline.cc/feature/chatbot/scenario/example/importance-marker.md)
- [封鎖名單](https://help.firstline.cc/feature/chatbot/scenario/example/block-customer.md)
- [Webhook 整合指南](https://help.firstline.cc/feature/chatbot/scenario/example/webhook-zheng-he-zhi-nan.md)
- [如何透過 API 溝通](https://help.firstline.cc/feature/chatbot/scenario/example/how-to-use-api.md): FIRST LINE 對話腳本可以幫助您自動回應顧客的對話，但在某些場景上，您可能需要透過外部的 API 進行資料上查詢或是通知，本文將簡單介紹您如何執行。
- [依入口來源顯示不同的 LINE OA 圖文選單](https://help.firstline.cc/feature/chatbot/scenario/example/yi-ru-kou-lai-yuan-xian-shi-bu-tong-de-line-oa-tu-wen-xuan-dan.md)
- [統計數字](https://help.firstline.cc/feature/chatbot/scenario/statistics.md)
- [從即時聊天 URL 添加數據](https://help.firstline.cc/feature/chatbot/scenario/add-data-from-url-parameters.md): 將變數附加到即時聊天的 URL 做為查詢字串參數。 例如，客戶在您的網站上啟動即時聊天，而且您的網站已經知道客戶的名稱。 您可以讓聊天機器人在開始交談之前就先知道客戶名稱，讓機器人進行更有智慧的交談，不必再次詢問姓名。
- [滿意度調查](https://help.firstline.cc/feature/chatbot/csat.md)
- [AI 訓練中心](https://help.firstline.cc/feature/chatbot/ai-xun-lian-zhong-xin.md)
- [AI 訓練資源](https://help.firstline.cc/feature/chatbot/ai-training-resource.md)
- [營業時間](https://help.firstline.cc/feature/chatbot/business-hours.md): 您可以經由左側 FIRST LINE 選單中透過「應用程式」項目中「聊天機器人」分頁，點選「營業時間」按鈕進入營業時間管理。
- [自動回應](https://help.firstline.cc/feature/chatbot/auto-reply.md): 設定聊天機器人，可提升客戶體驗，您可以提供企業資訊，或是問候客戶，也可以讓他們知道現在是否為服務時間，相對於電話、電子郵件等其他管道，超過 70% 客戶更傾向自助解決問題。
- [關鍵字回應](https://help.firstline.cc/feature/chatbot/auto-reply/keyword.md): 當客戶在「機器人模式」下傳送聊天內容時，當客戶傳送的文字內容「完全命中」您所設定之關鍵字時，機器人將自動辨識並推送您指定之關鍵字回覆訊息，減少專員負擔。
- [儀錶板](https://help.firstline.cc/feature/dashboard.md)
- [服務水平](https://help.firstline.cc/feature/dashboard/fu-wu-shui-ping.md)
- [電話](https://help.firstline.cc/feature/dashboard/dian-hua.md): 透過「電話」相關圖表資料，針對電話資料進行一目了然地分析呈現。
- [專員電話即時狀態](https://help.firstline.cc/feature/dashboard/dian-hua-ji-shi-zhuang-tai.md): 專您可以經由左側 FIRST LINE 選單中透過「資訊中心」項目，點選「電話即時狀態」按鈕進入電話卡片列表。進入列表後可立即一覽所有專員的電話狀態，使管理者方便檢視總體狀況。
- [社群媒體好友數](https://help.firstline.cc/feature/dashboard/official-account-friends.md)
- [訊息統計](https://help.firstline.cc/feature/dashboard/xun-xi-tong-ji.md)
- [交談佇列](https://help.firstline.cc/feature/dashboard/message-queue.md): 您可以透過選單中的「儀表板」，點選「訊息佇列」按鈕來查看列表。在進入列表後，您可以立即查看所有文字管道的交談狀態，方便管理者檢視整體狀況。
- [客戶關係管理](https://help.firstline.cc/feature/crm.md)
- [服務紀錄](https://help.firstline.cc/feature/crm/service-log.md)
- [重新開啟服務](https://help.firstline.cc/feature/crm/service-log/chong-xin-kai-qi-fu-wu.md)
- [交談紀錄](https://help.firstline.cc/feature/crm/service-log/contact-log.md)
- [客戶](https://help.firstline.cc/feature/crm/contact.md)
- [客戶合併](https://help.firstline.cc/feature/crm/contact/ke-hu-he-bing.md)
- [公司](https://help.firstline.cc/feature/crm/bian-ji-gong-si.md)
- [匯入客戶](https://help.firstline.cc/feature/crm/import.md)
- [匯入自訂表格](https://help.firstline.cc/feature/crm/hui-ru-zi-ding-biao-ge.md): 自訂表格匯入功能讓你能一次性批量匯入「自訂欄位的客戶表格資料」於系統。例如你原來在 Excel 表中的資料，或者從其他系統導出的資料，可通過此功能快速的轉移到 FIRST LINE。
- [服務結果](https://help.firstline.cc/feature/crm/fu-wu-ji-lu-she-ding.md): 「服務結果」為每次服務人員與客戶交談後設定的結果，根據自訂義的項目，來統計每次服務的最終狀態。
- [服務標籤](https://help.firstline.cc/feature/crm/fu-wu-yuan-yin-she-ding.md)
- [自訂欄位](https://help.firstline.cc/feature/crm/untitled.md): 除了系統內建的欄位之外，你也可以新增自訂的欄位於客戶與工單中，以用來蒐集更多的資訊，幫助你擴展企業資訊。
- [資料匯出](https://help.firstline.cc/feature/crm/ming-chan-hui-chu.md)
- [電話紀錄](https://help.firstline.cc/feature/crm/call-log.md)
- [知識庫](https://help.firstline.cc/feature/knowledge-base.md)
- [幫助中心](https://help.firstline.cc/feature/knowledge-base/helpdesk.md): 利用公開的知識庫來快速協助專員或客戶解決問題。
- [擴充自訂義 HTML](https://help.firstline.cc/feature/knowledge-base/helpdesk/kuo-chong-zi-ding-yi-html.md)
- [聊天機器人](https://help.firstline.cc/feature/knowledge-base/chatbot.md)
- [工單](https://help.firstline.cc/feature/ticket.md): FIRST LINE 提供簡約易上手的工單，用於追蹤、排列優先等級並處理客戶問題，就像是服務衍生代辦事項。
- [工單範本](https://help.firstline.cc/feature/ticket/gong-chan-fan-ben.md): 您可以經由左側 FIRST LINE 選單中透過「系統」項目，點選「工單範本」按鈕進入範本管理列表。
- [關注工單](https://help.firstline.cc/feature/ticket/guan-zhu-gong-chan.md): 當企業工單數量過多時，難免會遺漏負責項目及注意事項，「關注」功能讓你能即時掌握工單的異動與變化，省下大量來回檢閱的次數。
- [透過電子信箱發送](https://help.firstline.cc/feature/ticket/tou-guo-dian-zi-xin-xiang-fa-song.md): 你可以透過系統內設定的企業電子信箱，不論傳送給業主或是客戶，快速將指定的工單透過電子郵件方式寄送出去。
- [狀態細項](https://help.firstline.cc/feature/ticket/zhuang-tai-xi-xiang.md): 您可以經由左側 FIRST LINE 選單中透過「系統」項目，點選「工單狀態細項」按鈕進入管理列表。進入列表檢視後，依據欄位您可立即瀏覽「所屬狀態」、「狀態細項」等，方便進行檢視。
- [行銷](https://help.firstline.cc/feature/marketing.md)
- [產品目錄](https://help.firstline.cc/feature/marketing/chan-pin-mu-lu.md)
- [分眾訊息](https://help.firstline.cc/feature/marketing/broadcast.md)
- [自動化活動](https://help.firstline.cc/feature/marketing/broadcast/zi-dong-hua-huo-dong.md)
- [LINE 圖文選單](https://help.firstline.cc/feature/marketing/line-tu-wen-xuan-dan.md)
- [貼文自動回覆](https://help.firstline.cc/feature/marketing/social-media-post-reply.md)
- [對話角色](https://help.firstline.cc/feature/marketing/dui-hua-jue-se.md)
- [優惠卷](https://help.firstline.cc/feature/marketing/you-hui-juan.md)
- [追蹤連結](https://help.firstline.cc/feature/marketing/trace-link.md)
- [整合](https://help.firstline.cc/feature/integrate.md)
- [自動化](https://help.firstline.cc/feature/integrate/automation.md): 自動化功能，能幫助用戶自動執行繁瑣且重複的作業，已自動化的方式協助人力支援，從而讓人員能專注於最重要的事情，並能充分享受 FIRST LINE 帶來的眾多優勢。
- [範例：發送 LINE 訊息](https://help.firstline.cc/feature/integrate/automation/send-line-message.md): 我們將依據情境來示範步驟，來展示「自動化」功能為企業帶來的方便性，及配合強大的整合能力擴展 FIRST LINE 功能。
- [範例：會員同步](https://help.firstline.cc/feature/integrate/automation/fan-li-hui-yuan-tong-bu.md)
- [範例：發送 Teams 通知](https://help.firstline.cc/feature/integrate/automation/ms-teams.md): 此篇文章將簡略教學如何透過 Microsoft Teams 整合 Webhook 發送工單通知。
- [Webhook 腳本](https://help.firstline.cc/feature/integrate/webhook-recipe.md)
- [報表](https://help.firstline.cc/feature/report.md)
- [電話](https://help.firstline.cc/feature/report/dian-hua.md)
- [專員通話效率](https://help.firstline.cc/feature/report/dian-hua/zhuan-yuan-tong-hua-xiao-lv.md): 您可以經由左側 FIRST LINE 選單中透過「報表」項目，點選「通話明細」按鈕進入明細列表。
- [通話紀錄報表](https://help.firstline.cc/feature/report/dian-hua/tong-hua-ji-lu-bao-biao.md): 您可以經由左側 FIRST LINE 選單中透過「報表」項目，點選「通話紀錄」按鈕進入明細列表。
- [ACD 號碼分析](https://help.firstline.cc/feature/report/dian-hua/acd-hao-ma-fen-xi.md)
- [服務紀錄明細與樞紐](https://help.firstline.cc/feature/report/service-log.md)
- [專員服務效率](https://help.firstline.cc/feature/report/zhuan-yuan-fu-wu-xiao-l.md)
- [訊息管道樞紐](https://help.firstline.cc/feature/report/conversion-pivot.md)
- [強化工具](https://help.firstline.cc/feature/utils.md)
- [管道整合](https://help.firstline.cc/feature/utils/omni-route.md): 「管道整合」能將你在不同平台但同性質上的管道匯聚於同一處。你能依照的企業、組織的結構而有所調整，你分類依據可能為「支線」、「分店」、「品牌」、「媒體來源」等，如「台北分店」、「高雄分店」；「籃球系列」、「高爾夫系列」...等，依手上管道帳號開始規劃。
- [信件範本](https://help.firstline.cc/feature/utils/untitled-2.md): 您可以經由左側 FIRST LINE 選單中透過「渠道」項目，點選「信件範本」按鈕進入範本管理列表。
- [訊息範本](https://help.firstline.cc/feature/utils/message-template.md)
- [應用管理](https://help.firstline.cc/feature/admin.md)
- [企業](https://help.firstline.cc/feature/admin/enterprise.md)
- [系統設定](https://help.firstline.cc/feature/admin/enterprise/settings.md)
- [部門](https://help.firstline.cc/feature/admin/enterprise/department.md): 您可以經由左側 FIRST LINE 選單中透過「系統」項目，點選「部門」按鈕進入部門管理列表。進入部門管理列表檢視後，依據欄位您可立即瀏覽「部門名稱」、「描述」等，方便進行檢視。
- [帳務總覽](https://help.firstline.cc/feature/admin/enterprise/billing.md)
- [IP 允許清單](https://help.firstline.cc/feature/admin/enterprise/ip-yun-xu-qing-dan.md)
- [組別](https://help.firstline.cc/feature/admin/enterprise/employee-group.md): 您可以經由左側 FIRST LINE 選單中透過「系統」項目，點選「組別」按鈕進入組別管理列表。
- [業主](https://help.firstline.cc/feature/admin/enterprise/sponsor.md)
- [地址](https://help.firstline.cc/feature/admin/enterprise/di-zhi.md)
- [縣市](https://help.firstline.cc/feature/admin/enterprise/di-zhi/xian-shi-xin-zeng-yu-she-ding.md): 您可以經由左側 FIRST LINE 選單中透過「系統」項目，點選「縣市」按鈕進入縣市管理列表。進入列表檢視後，依據欄位您可立即瀏覽「縣市名稱」、「縮寫」等，方便進行檢視。
- [行政區域](https://help.firstline.cc/feature/admin/enterprise/di-zhi/hang-zheng-ou-yu-xin-zeng-yu-she-ding.md): 您可以經由左側 FIRST LINE 選單中透過「系統」項目，點選「行政區域」按鈕進入行政區域管理列表。進入列表檢視後，依據欄位您可立即瀏覽「行政區域名稱」、「郵遞區號」等，方便進行檢視。
- [國家](https://help.firstline.cc/feature/admin/enterprise/di-zhi/guo-jia-xin-zeng-yu-she-ding.md): 您可以經由左側 FIRST LINE 選單中透過「系統」項目，點選「國家」按鈕進入國家管理列表。進入列表檢視後，依據欄位您可立即瀏覽「國家名稱」、「縮寫」等，方便進行檢視。
- [權限](https://help.firstline.cc/feature/admin/enterprise/role.md): 多種角色和權限，控制對於 FIRST LINE 功能的存取。 這使您可以快速與便利定義適合您公司架構和工作流程的角色分配。
- [客戶](https://help.firstline.cc/feature/admin/contact.md)
- [客戶分派](https://help.firstline.cc/feature/admin/contact/contact-assign.md)
- [服務紀錄](https://help.firstline.cc/feature/admin/fu-wu-ji-lu.md)
- [服務原因](https://help.firstline.cc/feature/admin/fu-wu-ji-lu/fu-wu-yuan-yin.md)
- [員工](https://help.firstline.cc/feature/admin/employee.md)
- [服務狀態](https://help.firstline.cc/feature/admin/employee/state.md): 透過狀態顯示，能讓團隊知道您能服務客戶以及是否有空。而 FIRST LINE 有幾種狀態可以分享自己的行蹤，讓主管及團隊成員了解。
- [更改或忘記密碼](https://help.firstline.cc/feature/admin/employee/password.md)
- [檔案管理](https://help.firstline.cc/feature/admin/dang-an-guan-li.md)
- [技能](https://help.firstline.cc/feature/admin/skill.md): 您可以經由左側 FIRST LINE 選單中透過「應用程式」項目，「聊天機器人」分頁，點選「技能」按鈕進行管理。
- [職位](https://help.firstline.cc/feature/admin/job-title.md): 您可以經由左側 FIRST LINE 選單中透過「系統」項目，點選「職位」按鈕進入職位管理列表。
- [開場白與話術](https://help.firstline.cc/feature/admin/kai-chang-bai-hang-xiao-hua-shu-she-ding.md): 與您可以經由左側 FIRST LINE 選單中透過「系統」項目，點選「開場白」、「行銷話術」按鈕進入管理列表。進入列表檢視後，依據欄位您可立即瀏覽「標題名稱」、「訊息內容」等，方便進行檢視。
- [合作夥伴](https://help.firstline.cc/feature/partner.md)
- [電話疑難雜症](https://help.firstline.cc/feature/partner/dian-hua-yi-nan-za-zheng.md)
- [其他相關設定](https://help.firstline.cc/feature/partner/qi-ta-xiang-guan-she-ding.md)
- [其他資料](https://help.firstline.cc/feature/other.md)
- [模板語法](https://help.firstline.cc/feature/other/template-syntax.md)
- [交談狀態](https://help.firstline.cc/feature/other/conversion-state-list.md)
- [全域搜尋](https://help.firstline.cc/feature/other/quan-yu-sou-xun.md): 您亦可使用鍵盤上的 shift+G 快捷鍵，呼叫全域搜尋視窗。
- [交談腳本變數](https://help.firstline.cc/feature/other/jiao-tan-jiao-ben-bian-shu.md)
- [資料欄位類型](https://help.firstline.cc/feature/other/zi-liao-lan-wei-lei-xing.md)
- [IP 與網域清單](https://help.firstline.cc/feature/other/ip-yu-wang-yu-qing-dan.md)
- [各管道訊息類型支援度](https://help.firstline.cc/feature/other/ge-guan-dao-xun-xi-lei-xing-zhi-yuan-du.md)


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