๐ฅฐCustomer service center
Customer Service Scope and User Guide
The customer service team's primary responsibility is to help answer questions about your operations, such as how to delete customer data. For phone-related needs, they can also assist in delegating technical staff to replace audio files to ensure you can use system features smoothly.
Customer service staff cannot view any user data. To avoid information security risks, do not ask customer service staff to perform the following operations: assist in modifying data
, check network packets... and other operations that are not within the scope of customer service, ensuring both parties' information security and stable system operation, and maintaining support quality consistent with the service scope.
FIRST LINE is a tool, similar to the ruler, pen, or screwdriver at your side. Each company's way of using it differs,without being able to understand the full scope of your business, it cannot act as a consultant to provide planning suggestions.
Paid Services
If you have any questions about the bot flow or need assistance, our expert team is happy to help. You can provide us with the flow design diagram you have in mind, and we will assess your needs and provide relevant opinions and suggestions to help you operate your business more efficiently. Our goal is to ensure you have the best customer experience and the most efficient process operations. We look forward to working with you to create better business outcomes.
We provide professional services to help companies successfully integrate internal and external systems, and toๅฎๅ API strategy deployment and data integration to ensure smooth system integration and optimal user experience. Our expert team has rich experience and technical knowledge to provide you with comprehensive support and solutions. We will carefully assess your needs and, based on best practices and industry standards, tailor suitable integration strategies and data integration solutions for you.
We understand that the functions currently provided sometimes cannot meet enterprise needs. To better satisfy users' application requirements, the FIRST LINE team offers custom features to meet special enterprise needs.
We will evaluate based on the customer's requirements, consider feasibility, work hours and other factors, and provide customized solutions to compensate for shortcomings that may exist when using standard software. This helps meet specialized needs of different industries and provides solutions more aligned with the company's actual situation.
If you have any specific customization needs or other questions, please let us know at any time, and we will strive to provide the most appropriate support.
Service Hours and Recipients
Our service is based on an advanced cloud architecture, providing each user with the same high-quality services and features. This efficient and reliable service model allows all users to fully enjoy the benefits without needing to invest heavily in expensive hardware or software, nor requiring dedicated technical staff for system maintenance.
Applicable Recipients
Customers subscribed to Pro and Enterprise plans
Trial users are provided with 14 days of support services (Even if you have personal contact information of our specialist, please note that our experts only provide support for up to 14 days during the initial enterprise onboarding phase. To ensure efficiency, any subsequent operational issues or voice-related needs should be handled uniformly through the customer service center. Doing so can avoid duplicate assignments and effectively shorten request processing time.)
Service hours
Monday to Friday from 9:00 AM to 6:00 PM (excluding holidays). To ensure your requests are properly handled, our latest reply time is 5:40 PM.
Service Duration
The time limit for each service is 25 minutes. To ensure fairness, if this time is exceeded, we may need to provide service to other customers in need.
Provided Service Contents
1. System operation clarifications
Our customer service center will wholeheartedly provide assistance with system operations and answer questions you may encounter. However, based on personal data protection and information security policies, we cannotprovide assistance by having customer service staff log into the system to make adjustments or create data for you;check or configure data and similar requests.
And to protect your and the company's rights, please do not provide any sensitive information to customer service staff.
Includes:
Explain the purpose and operation of functions within the system.
Assist in resolving system operation issues, such as error messages and features not functioning properly.
Help understand and use various reports, analytics, and data provided by the system.
Answer common system usage questions, such as how to change passwords or update personal information.
To ensure information security, note that customer service staff cannot perform any operations that require verification of real identity or company permissions, for example:
Requesting customer service staff to change passwords, customer data, and similar operations.
Requesting customer service staff to assist in generating data.
If you forget your password, please ask the primary administrator or send an email via the company email to [email protected], so that we can further assist in verifying your identity. Thank you for your understanding and cooperation.
2. Phone channel adjustments
For users who use phone channels and have contractual cooperation terms with us, we provide basic configuration adjustment services includingvoice replacement, holiday settings and other basic configuration adjustments, so that your phone service can better meet your needs. However,please note that if you need additional services, such as voice recording or adjusting established IVR flows, additional fees may apply.
In special emergency situations, such as when the Executive Yuan or local governments announce temporary holidays, we will temporarily extend service hours to assist you and other users with necessary adjustments.Additionally, any service adjustments carried out via phone may require 2โ3 business days of processing time. We recommend you arrange in advance to ensure your business service processes are not affected.
If you are not a user renting our cloud environment and instead chooseto request that we build a separate enterprise environment for you, due to environmental differences we may need more time to make adjustments.
Not included:
Requesting customer service staff to view voice packets and similar information; if you have operational questions, please refer to Troubleshooting .
3. Bot script related settings
Conversation scripts are a very important feature in the system, providing an intuitive and easy-to-use interface that allows you to quickly create custom flows that match your business logic. However, because each company's business logic is different, customer service staff cannot understand how to help design your flow from screenshots or messages alone. Nevertheless, our customer service team can help you confirm whether a single node's settings are correct, such as whether the message sending settings or condition checks are missing.
If you need further assistance, for example if your flow exceeds your controllable scope and you don't know where to start, we also offer other related paid services to meet your needs.
Includes:
Whether a single node's settings are correct.
Whether condition settings are correct.
Make basic judgments on whether settings are correct from provided screenshots.
Not included:
Requesting customer service staff to provide adjustments or planning for script flows.
Requesting customer service staff to log into the system to check flow settings.
4. About API or third-party service integration
The system provides many APIs for you to use to help build your own automated processes. However, when using these APIs or third-party services, you need to have some foundational knowledge and skills, and because each company's business or service architecture differs, our customer service staff cannot fully understand your needs and therefore cannot provide you with any code or guide you on how to write code.
If you have any questions or need assistance, we also offer other related paid services to meet your needs. We are happy to provide support, please contact us at any time.
Includes:
Confirm whether the server API is functioning properly.
Assist in confirming the API's transmission format and returned information.
Not included:
Request customer service staff to providerelevant code examples or the integration process steps, such as how to adjust or handle.
Request customer service staff to assist with configurations and operations that are for third-party services not within the system.
Verify your identity
When there are special factors or other reasons, such as IP allowlist settings errors preventing system login, please submit an identity verification request following the procedure below to help restore access:
Please submit the request via [email protected] email or other designated contact channels and provide the following information:
Administrator email used at registration.
Registered company name.
Account name.
Contact phone number(used for further identity verification).
Company-related supporting documents(for example: business registration certificate, registration documents, or an internally signed authorization letter).
Submitting complete information will help expedite the processing of your request and ensure system access is restored in the shortest time. If you have any questions, please contact the official support team at any time.
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