LINE channel overview
LINE lets you talk to customers on their LINE Official Account from inside tawk.to. Once you connect an account, LINE messages arrive in your Inbox alongside your chats and other channels, and your team replies from the same place.
How LINE conversations start
On LINE, the customer reaches out first, they add your LINE Official Account as a friend, or message it, and that starts the conversation. You share your account using an Add friend link and its QR code, which tawk.to gives you after you connect. Put them on your website, in emails, or on printed material so customers can find you.
What you can do
- Connect your LINE Official Account: a short wizard connects the account with your Channel ID and Channel secret and checks that messages will deliver. See Connecting a LINE Official Account
- Reply to LINE customers in the Inbox: LINE chats use the same tools as every other channel. See Messaging customers on LINE.
- Manage LINE conversations: status, priority, assignment, tags and notes all work as they do elsewhere. See Managing LINE conversations in the Inbox
Good to know about replying on LINE
How long you have to reply depends on whether the customer has added your Official Account as a friend:
- Friends (they added your account): no time limit. You can reply whenever you like.
- Non-friends (they messaged without adding you): you have 7 days from their message. After that, LINE accepts the message but does not deliver it, and there is no delivery or read receipt either way.
If messages stop arriving
A connected account that stops receiving shows a Not receiving status. Open the account's settings and run the delivery check again. See Troubleshooting LINE connection and message delivery.
Additional considerations
- One account, one inbox - Each LINE Official Account connects once, as its own inbox. Connect another account the same way to add it.
- LINE identity - A LINE customer shows by the display name on their LINE profile. LINE does not share a phone number or email address for the customer.
Learn more