🎧Customer service center
Customer Service Scope and User Guide
The primary responsibility of the customer service team is to assist in answering operational questions you may have, such as how to delete customer data. For phone-related requests, they can also help assign technicians 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 request customer service staff to perform the following operations: assist in modifying data
, checking network packets... and other operations that are not within the scope of customer service, to ensure the information security and stable operation of the system for both parties and to maintain the quality of support within the service scope.
FIRST LINE is a tool, similar to a ruler, pen, or screwdriver you have at hand. Each company uses it differently,without being able to understand the full picture of your business, it cannot serve as a consultant to provide planning advice.
Paid Services
If you have any questions about the bot workflow or need assistance, our expert team is happy to help. You can provide us with your conceptual flow designs, and we will assess your needs and offer 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 offer professional services to help companies successfully integrate internal and external systems, and to implement API strategy deployment and data integration to ensure smooth system integration and the best user experience. Our expert team has extensive experience and technical knowledge to provide you with comprehensive support and solutions. We will carefully assess your needs and tailor integration strategies and data integration plans based on best practices and industry standards.
We understand that the features provided may sometimes not fully meet enterprise needs. To better satisfy user application requirements, the FIRST LINE team offers custom features to meet specific enterprise needs.
We will evaluate based on customer requirements, consider feasibility, man-hours, and other factors, and provide customized solutions to address shortcomings that may exist when using standard software. This helps meet industry-specific needs and provide 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 equal high-quality service and features to every user. This efficient and reliable service model allows all users to fully enjoy the benefits without investing heavily in expensive hardware and software, nor requiring dedicated technical staff for system maintenance.
Applicable To
Customers subscribed to Pro or Enterprise plans
Trial users are provided with 14 days of support (Even if you have our specialist's personal contact information, please note that our experts provide support for up to 14 days only during the initial enterprise onboarding phase). To ensure efficiency, any subsequent operational issues or voice-related requests should be handled uniformly through the customer service center. This prevents duplicate task assignments and effectively shortens 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 response 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 services to other customers in need.
Provided Service Content
1. System operation troubleshooting
Our customer service center will earnestly assist you with system operation and answer any questions you may encounter. However, based on personal data protection and information security policies, we cannotprovide you with requests for customer service staff to log into the system to make adjustments or create data;check or configure data and other similar requests.
And to protect your and our company's rights, please do not provide any sensitive information to customer service staff.
Including:
Explain the purpose and operation of functions within the system.
Assist in resolving system operation issues, such as error messages and malfunctioning features.
Assist in understanding and using various reports, analytics, and data provided by the system.
Answer common system usage questions, such as how to change a password or update personal information.
To ensure information security, please note that customer service staff cannot perform any operations that require verification of true identity or company permissions, such as:
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 from the company mailbox 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 contracted cooperation agreements with us, we provide basic configuration adjustment services includingvoice replacement, holiday settings, and similar basic adjustments, so that your phone service can better meet your needs. However,please note that if you require additional services, such as recording voice prompts or adjusting existing IVR flows, additional fees may apply.
In special emergencies, such as when the Executive Yuan or local government announces a temporary holiday, we will temporarily extend service hours to assist you and other users with necessary adjustments.Aside from that, any service adjustments conducted via phone may require 2–3 business days for processing. We recommend you schedule 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 environment for your enterprise, 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 build custom workflows that match your business logic. However, because each company's business logic differs, customer service staff cannot understand how to help design your flows based only on screenshots or messages. Our customer service team can, however, help you confirm whether the configuration of a single node is correct, such as whether the send message settings or conditional checks are missing.
If you need further assistance, for example if your flow exceeds what you can manage and you don't know where to start, we also offer other paid services to meet your needs.
Including:
Whether the configuration of a single node is correct.
Whether the condition settings are correct.
Make basic judgments from the provided screenshots to determine whether settings are correct.
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 workflows. However, when using these APIs or third-party services, you need a certain level of basic knowledge and technical skill, and because each company's business or service architecture is different, our customer service staff cannot fully understand your needs and therefore cannot provide any code or instruct you on how to write code.
If you have any questions or need assistance, we also offer other paid services to meet your needs. We are happy to provide support, so please contact us at any time.
Including:
Verify whether the server API is functioning properly.
Assist in confirming the API's transmission format and returned information.
Not included:
Requesting customer service staff to providerelated code examples or integration process steps, such as how to adjust or handle.
Requesting customer service staff to assist with settings and operations for third-party services that are not within the system.
Verify your identity
When there are special factors or other reasons, such as being unable to log in due to an incorrect IP allowlist setting, please submit an identity verification request following the process below to help restore access:
Please submit the request via [email protected] email or other designated contact channels and provide the following information:
The 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 license, registration documents, or an internal signed authorization letter).
Submitting complete information will help us process your request quickly and ensure system access is restored in the shortest time possible. If you have any questions, please contact the official support team at any time.
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