Questions and answers
Phone Answering
Can I keep my number?
Yes. You forward your existing number to a FirstLine number that we set up for you. Customers keep ringing the number they know.
What does a caller hear?
The assistant answers in your business name, says it’s an AI, and says the call will be transcribed.
Is the call recorded?
We don’t record your calls. The call is converted to text as it happens, and we keep the written transcript for 90 days.
What if it can’t answer a question?
It answers only from the information you give us. When the answer isn’t there, it’s set up to say so and offer to take a message.
Can it book appointments?
It takes booking requests, not bookings. It records what the caller wants and two or three times that suit them, and tells the caller you’ll confirm.
Does it give advice?
It’s set up not to give medical, legal or financial advice.
Can it put calls through to me?
Not yet. Transfer to a person is planned for a future plan, which is not yet available to order.
What about emergencies?
It isn’t an emergency service. If a caller describes an emergency, it tells them to hang up and call 000. It can’t transfer calls or contact emergency services.
What happens when I go over my minutes?
Calls are still answered. Extra minutes are A$0.49 each including GST. We email you at 80% and 100% of your minutes.
Do spam calls use my minutes?
Calls under 15 seconds aren’t counted. Longer calls count like any other call.
Which businesses is it for?
Most small service businesses. We don’t currently offer phone answering to health-sector businesses.
Where are calls processed?
Our AI model and main database are in Australia. Some call processing is done by our voice service providers outside Australia. See our Privacy Policy for details.
Website Chatbot
What does the chatbot do?
It answers visitors’ common questions from the information you give us, and emails you contact details when visitors leave them.
Does it connect to my CRM or booking system?
Not at present. Tell us what you use on the set-up call and we’ll be plain about what’s possible.
What counts as a conversation?
One chat session, from the visitor’s first message until they close the page or 30 minutes pass without a message.
Can I update it?
Tell us about changes to your hours, prices or services and we update it.
Billing and account
Do prices include GST?
Yes, every price on this site includes GST.
Is there a set-up fee?
No.
Is there a free trial?
Phone answering: no, but you can try our demo line first. Website chatbot: yes, 14 days. The trial starts when your chatbot first answers a message on your website after we tell you it’s live. Cancel before 11:59 pm Melbourne time on day 14 and you pay nothing.
When is my first payment?
Phone answering: when you order. Your first month starts 7 days later, to allow for set-up. Website chatbot: on day 15 of your free trial.
How do I cancel?
Cancel at least 14 days before your next payment date. The quickest way is “Request Cancellation” in the billing portal, or you can email contact@firstlineai.au or ring 0412 210 998. We confirm every cancellation by email. The service keeps running until your next payment date, then ends. If you give less than 14 days’ notice, you’re billed for one more month and the service runs to the end of that month. We don’t give refunds for part-months unless the Agreement or the law requires it.
Can I talk to someone first?
Yes. Book a 15-minute chat with Kelton, FirstLine’s founder. You can ask about the services, the prices or the Agreement.
How do I get support?
Email contact@firstlineai.au. We reply by the end of the next business day (Monday to Friday, 9 am to 5 pm Melbourne time, excluding Victorian public holidays).