Managing LINE conversations in the Inbox
LINE conversations behave like every other conversation in your Inbox. This article covers what arrives from LINE and the tools you use to handle it.
What arrives from LINE
Customers can send you:
- Text messages.
- Images and videos.
- Voice messages and other audio.
- Files
- Location
- Stickers (including animated ones).
Handle the conversation
LINE conversations use the same controls as your chats and other channels:
The customer's detailsA LINE customer appears by their LINE display name. LINE doesn't share a phone number or email, so the display name is how you identify them. From the conversation you can share your add-friend link if the customer hasn't added your Official Account yet - see Messaging customers on LINE.
- Status: move the conversation through your statuses as you work it.
- Priority: set how urgent it is.
- Assign: assign or reassign the conversation to a team member.
- Tags: tag the conversation for filtering and reporting.
- Notes: add internal notes only your team can see.
The customer's detailsA LINE customer appears by their LINE display name. LINE doesn't share a phone number or email, so the display name is how you identify them. From the conversation you can share your add-friend link if the customer hasn't added your Official Account yet - see Messaging customers on LINE.
Additional considerations
- Everything in one Inbox: LINE sits alongside your other channels, so your team works LINE, chat and the rest from one place with the same habits.
- Replying has a time limit for new contacts: If a customer messaged you without adding your Official Account as a friend, you have 7 days to reply. See Messaging customers on LINE.
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