> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/master/customer-service-policy.md).

# Customer Service Center

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#### Customer Service Scope and Usage Guide

The customer service team's main responsibility is to help answer your operational questions, such as how to delete customer data. For phone-related needs, they can also help route technical staff to perform audio file replacements, ensuring you can use the system functions smoothly.

1. Customer service staff cannot view any user data. To avoid information security risks, please do not ask customer service staff to perform the following actions: help modify data

   ..., checking network packets, and other operations outside the scope of customer service, to ensure information security and stable system operation for both parties, and to maintain support quality that is within the service scope.
2. FIRST LINE is a tool, similar to a ruler, pen, or screwdriver by your side. Each company uses it differently,**Without being able to understand the full picture of your business**, we cannot act as a consultant to provide planning advice.
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## Paid Services

<table data-card-size="large" data-column-title-hidden data-view="cards"><thead><tr><th></th><th>Services</th></tr></thead><tbody><tr><td><h3>🤖 Chatbot Flow Design</h3></td><td>If you have any questions about chatbot flows or need assistance, our expert team will be happy to help. You can provide us with the flow design you have in mind, and we will assess your needs and offer relevant opinions and suggestions to help you run 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 results together.</td></tr><tr><td><h3>🔗 API Development and Integration Support</h3></td><td>We provide professional services to help businesses smoothly implement integration between internal and external systems, and to improve API strategy deployment and data integration, ensuring seamless system integration and the best user experience. Our expert team has extensive experience and technical knowledge, and can 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 plans for you.</td></tr><tr><td><h3>🛠️ Custom Features</h3></td><td><p>We understand that the functions currently offered sometimes cannot meet business needs. To better meet users' application requirements, the FIRST LINE team provides custom features to satisfy special business needs.</p><p>We will assess based on the customer's needs, considering factors such as feasibility and man-hours, and provide customized solutions to make up for shortcomings that may exist when using standard software. This helps meet the specialized needs of different industries and provides solutions that better fit the actual situation of the business.</p><p>If you have any specific custom requirements or other questions, please let us know, and we will do our best to provide the most appropriate support.</p></td></tr></tbody></table>

## Service Hours and Eligible Users

Our services are built on an advanced cloud architecture, providing every user with equally high-quality service and functionality. This efficient and reliable service model allows all users to fully benefit without having to invest large amounts of money in expensive hardware and software, or require dedicated technical staff for system maintenance.

<table><thead><tr><th width="184">Information</th><th>Content</th></tr></thead><tbody><tr><td><strong>Applicable Users</strong></td><td><ol><li>Customers subscribed to the Pro and Enterprise plans</li><li>Trial users are provided with 14 days of support service (<strong>Even if you have the personal contact information of our staff, please note that our experts provide support for up to 14 days only during the initial business implementation stage</strong>. To ensure efficiency, any subsequent operational issues or voice-related requests should be handled centrally through the customer service center. This avoids duplicate assignments and effectively shortens request processing time.)</li></ol></td></tr><tr><td><strong>Service Hours</strong></td><td>Monday to Friday, 9:00 AM to 6:00 PM (excluding public holidays). To ensure your requests are handled properly, our latest response time is 5:40 PM.</td></tr><tr><td><strong>Service Duration</strong></td><td>The maximum time for each service is 25 minutes. To ensure fairness, if this time is exceeded, we may need to serve other customers in need.</td></tr></tbody></table>

***

## Service Contents Provided

### 1. Guidance on system operation

Our customer service center will do its utmost to assist you with system operations and answer any questions you may have. However, based on personal data protection and information security policies, we cannot provide**you with requests for customer service staff to log in to the system to make adjustments or create data**;**requests such as checking or configuring data**.

And to protect both your and our company's interests, please do not provide any sensitive information to customer service staff.

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**Including:**

* Explaining the purpose and operation of functions within the system.
* Helping resolve system operation issues, such as error messages and functions not working properly.
* Helping you understand and use the various reports, analyses, and data provided by the system.
* Answering common system usage questions, such as how to change your password or update personal information.
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**To ensure information security, please note that customer service staff cannot perform any operations that require verification of real identity or company permissions, such as:**

* Requesting customer service staff to change passwords, customer data, and other operations.
* Requesting customer service staff to help generate data.

If you forget your password, ask the primary administrator or send an email through your company mailbox to <info@firstline.cc>, so that we can further assist in verifying your identity. Thank you for your understanding and cooperation.
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### 2. Phone Channel Adjustments

For users who use the phone channel and have signed related cooperation terms with us, we provide services including**basic configuration adjustment services such as voice replacement and holiday settings**, so that your phone service can better meet your needs. However,<mark style="background-color:yellow;">please note that if you need additional services, such as voice recording or adjusting an established IVR flow, additional fees may apply.</mark>

**In special emergency situations, such as when the Executive Yuan or local governments announce an unexpected holiday, we will temporarily extend service hours to help you and other users make the necessary adjustments.**&#x49;n addition, any service adjustments made via phone may require 2-3 business days to process. We recommend arranging in advance to ensure your business service processes are not affected.

If you are not a user renting our cloud environment, but choose**to request a separately built enterprise environment from us, we may need more time to make adjustments due to environmental differences**.

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**Does not include:**

* Requesting customer service staff to review information such as voice packets; if you have operational questions, please refer to [Troubleshooting](/feature/channels/phone/yi-nan-za-zheng.md) .
  {% endhint %}

### 3. Chatbot Script-Related Settings

Conversation scripts are a very important function in the system, providing an intuitive and easy-to-use interface that allows you to quickly build dedicated flows that match your own business logic. However, because every business has different business logic, customer service staff cannot understand how to help you design a flow from screenshots or messages alone. Nevertheless, our customer service team can help you confirm whether the settings of a single node are correct, such as whether the message-sending settings or conditional judgments are missing anything.

If you need further assistance, such as when your flow exceeds what you can handle and you do not know how to start, we also provide other related paid services to meet your needs.

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**Including:**

* Whether the settings for a single node are correct.
* Whether the condition settings are correct.
* Whether the basic judgment settings from the provided screenshots are correct.
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**Does not include:**

* Requesting customer service staff to provide adjustments or planning for the script flow.
* Requesting customer service staff to log in to the system to check the flow settings.
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### 4. About API or Third-Party Service Integration

The system provides many APIs for you to use, helping you build your own automated workflows. However, when using these APIs or third-party services, you need a certain level of basic knowledge and technical expertise. Since every business's commercial or service structure is different, our customer service staff cannot fully understand your needs, so we cannot provide you with any code or guide you on how to write programs.

If you have any questions or need assistance, we also provide other related paid services to meet your needs. We are happy to help, please feel free to contact us.

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**Including:**

* Confirm whether the server API is working properly.
* Help confirm the API's transmission format and returned information.
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**Does not include:**

* Requesting customer service staff to provide**relevant 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 outside the system.
  {% endhint %}

## Verify Your Identity

When there are special circumstances or other reasons, such as being unable to log in due to an incorrect IP allowlist setting, please submit an identity verification request according to the following process to help restore access:

Please submit via **<info@firstline.cc>** email or another designated contact channel, and provide the following information:

1. **The administrator email used during registration**.
2. **Registered company name**.
3. **Account name**.
4. **Contact phone number**(used for further identity verification).
5. **Company-related supporting documents**(for example: a business license, registration certificate, or an internally signed authorization letter).

Submitting complete information will help process your request quickly and ensure system access is restored in the shortest possible time. If you have any questions, please feel free to contact the official support team.