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LINE

Last Update 15 hari yang lalu

LINE channel overview Messaging customers on LINE Connecting a LINE Official Account to tawk.to Disconnecting and reconnecting a LINE Official Account Troubleshooting LINE connection and message delivery

Messaging customers on LINE

Once your LINE Official Account is connected, LINE conversations arrive in your Inbox alongside every other channel, and you reply to them the same way.

Reply to a LINE customer

Open a LINE conversation from the Inbox and type your reply in the composer. Your message is delivered to the customer on LINE. You can also reply to a specific earlier message in the conversation.
How long you have to replyHow long you can message a customer depends on whether they've added your Official Account as a friend:
  • Friends (they added your account) - no time limit. 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's no delivery or read receipt to tell you either way.
If you need to reach a non-friend after the window has closed, ask them to add your Official Account as a friend - sharing your add-friend link or QR code is the easiest way.

Share your add-friend link

A LINE conversation can only start once the customer has your Official Account. When a contact hasn't added you yet, the composer shows "This contact hasn't added your LINE Official Account yet." with a prompt to "Share your add-friend link so they can reach you on LINE." Copy the Add friend link and send it however you normally reach that person.
When a conversation is read-onlySometimes a LINE conversation can't be replied to:
  • Read-only - you'll see "This conversation is read-only. The customer may have blocked your LINE Official Account." You can read the history but not send.
  • Handled elsewhere - you'll see "Another service is handling this LINE chat right now. You can reply when it hands the chat back." This happens when another connected service has the chat; you can reply once it returns.

Additional considerations

  • LINE identity - A LINE customer shows by their LINE display name. LINE doesn't share a phone number or email for the customer, so the display name is how you'll recognise them.
  • Starting the conversation - You can't message a LINE customer out of the blue - they reach out first by adding or messaging your Official Account. Share your add-friend link and QR code to make that easy. See LINE channel overview

Learn more

LINE channel overview
Messaging customers on LINE.
Managing LINE conversations in the Inbox
Troubleshooting LINE connection and message delivery.

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