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Answers to the Most Common Support Questions

Access to your "Please hold" and "Pre-screen announcements"

ouncements" AnswerFirst's system does give you the ability to change the announcements that your callers here when they call in.  This would eliminate the need for you to ask us to re-record...[read article]

How do I forward my phone lines? Can you forward my phone lines for me?

There are several options that phone carriers provide for you to forward your calls to AnswerFirst.   The most common is the manual call forwarding feature. Manual call forwarding requires you to s...[read article]

Solving Problems with Email Delivery - White-listing

Most clients have no problems at all receiving our email, but due to many different kinds of mail servers, antivirus and anti-SPAM engines/subscriptions, and other variables, it’s possible that our...[read article]

Receive Service Outage Alerts via Email and Text

We're excited to introduce a completely new method for receiving the most up-to-date AnswerFirst Infrastructure Status Alerts via email or text.  Visit this link to sign up now!...[read article]

News & Other Stuff

What's New at AnswerFirst?

As we continue our efforts to provide the best 24/7 one-touch resolution customer service possible, we wanted to keep you updated on the most efficient ways to communicate any changes, updates, questions, etc., with us.
PLEASE NOTE: All of the options below can be done 24/7, 365 days a year.

1. You can access our Client Support Website at https://support.answerfirst.com. From there, you can search our extensive database of Frequently Asked Questions and Answers OR submit a request for help, which will forward to a member of our Tier II Customer Support Team. The typical response time for requests is within 2 hours.

2. You can also call our Tier II Customer Support Team directly at 800-435-9332 to speak with a representative who can better assist you in handling your needs and/or connecting you with the right department.

If the above methods are not utilized, you may be speaking with someone in our contact center that may be unable to assist you. In that case, you will be given the option of either being transferred to a Tier II Customer Support Team member or a ticket can be opened on your behalf, as outlined in #1 above.

PLEASE NOTE: Major changes to your account (scripting changes, changing message delivery options, etc.,) can only be performed during normal business hours of Monday through Friday 8am to 8pm EST, excluding dates that have been identified as AnswerFirst Holidays. To view those dates, please visit https://myanswerfirst.com. (The dates are located in the yellow scrolling box).

Please know that you can log into our self-service client web portal (Client Web Access) at https://myanswerfirst.com. Once securely logged into the portal, you have the ability to:

  • View and mark messages as delivered
  • Listen to call recordings
  • Make changes to your on call schedule or personnel
  • Update personnel contact methods, email addresses, phone numbers, etc.
  • Run reports for messages and for detailed call and billing activity
  • Make payments and update payment methods. Soon, you will be able to view invoices and payments made.

If you do not have access to our self-service client web portal, please contact us at support@answerfirst.com to get your account setup. We also offer one-on-one training on how to utilize the portal.

Helpful Billing Information.

Did you know you can make a payment anytime at payment.answerfirst.com? Still have questions related to billing? You can search our knowledge base articles for frequently asked questions or reach out to billing@answerfirst.com.

Are You Happy With Your Service?

We love happy clients! In fact, we care so much about the happiness of our clients that we have a Director of Smiles. That's right, we have a full-time position at AnswerFirst called the Director of Smiles. All jokes aside, she takes her job very serious. If you are not completely satisfied with your account and your experience here at AnswerFirst please reach out to our Director of Smiles directly at penny.herron@answerfirst.com or 800-435-9332. She will be most happy to assist!

Holiday Schedule

As a valued AnswerFirst client, we'd like you to be aware of our 2018 holiday schedule. As you probably already know, our Contact Center is fully operational 24/7 including holidays, nights and weekends, however, our Programming, IT and Business Development Departments will only be available in a limited capacity for emergency situations during these holidays in 2018

  • Monday, September 3, 2018 - Labor Day
  • Thursday, November 22, 2018 - Thanksgiving Day
  • Friday, November 23, 2018 - Day After Thanksgiving
  • Monday, December 24, 2018 - Christmas Eve
  • Tuesday, December 25, 2018 - Christmas Day
  • Monday, December 31, 2018 - New Year's Eve
  • Tuesday, January 1, 2019 - New Year's Day
  • Also, if your business will be closed to observe any holidays this year we would appreciate you providing us with as much advanced notice as possible.

Important Billing Dates.

The current billing period begins July 5th and ends August 1st. Your most recent invoice is for the billing period of June 7th through July 4th.

Helpful CWA Videos.

We have created a series of short videos to help you understand and navigate through our CWA portal. Check out our videos here Client Web Access Tutorial.

CWA Q/A Session

Once a month we host an open forum for clients to ask questions about the CWA portal and learn more about features you may be struggling with. We ask everyone to please watch the short tutorial videos first as they are very informative. However, if you still have questions or need help then follow the link and sign up for one of our monthly CWA questions and answers sessions. CWA Q/A Session.

Special Billing Information

AnswerFirst's billing cycles are 28 days long which means there is one month every year with two billing dates. Still have questions related to billing? You can search our knowledge base articles for frequently asked questions or email us at billing@answerfirst.com.

Status Notifications

We strongly urge all of our clients to subscribe to status.answerfirst.com to receive notifications about important AnswerFirst news, outages, and historical information.