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Chats

About Chats

You can connect with your users through your LINE official account via:

• 1-on-1 chats

• Group chats

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Using chats

To start using the chat feature:

1. Tap the account you want to configure in the Accounts list.

2. Tap Settings > Responses.

3. Under Toggle responses, turn ON Chat.

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About group chats

You can use group chats when you want to communicate with a number of users at once.

Note: LINE official accounts can only join group chats when they are invited by a LINE user.

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Joining a group chat

LINE official accounts can only join group chats when they are invited by a LINE user.

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About AI response messages

The AI response messages option uses LINE's AI technology to automatically reply to users' simple questions.

When you enable AI response messages, appropriate replies will be automatically selected from those registered in Simple Q&A and sent out to users.

If a question is complicated or can't be answered via automatic reply, you can switch to Manual chat so you and your staff member can answer directly. (After replying to a user manually, you can switch back to AI response messages.)

For more information, see the Help articles below.

Setting up AI response messages

About Simple Q&A

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Setting up AI response messages

To set up AI response messages:

1. Tap the account you want to configure in the Accounts list.

2. Tap Settings > Responses.

3. Tap During/Outside of response hours and select an option that includes AI response messages for your response method.

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Using purchased LINE stickers

You can use your purchased LINE stickers in LINE Official Account Manager for web browsers or the LINE Official Account mobile app by logging in with your LINE account.

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LINE sticker types that can be used with LINE Official Account

You can use the following sticker types with LINE Official Account:

• Default stickers

• Creators' stickers that were purchased by the LINE account that is currently logged in

The following sticker types cannot be used:

• Official stickers

• Creators' message and custom stickers

Note: You cannot use creators' stickers purchased with your LINE account if you log in with a business account.

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I'm not receiving notifications

If you're not receiving notifications, it may be due to one of the reasons below.

• The Notifications setting is turned OFF.

For information on how to configure this setting, see here (only available in Japanese).

• You're using LINE Official Account Manager for web browsers and the LINE Official Account app at the same time.

You may not receive notifications in the LINE Official Account app when using LINE Official Account Manager for web browsers with the same LINE Business ID.

If you want to receive notifications in the app while also using LINE Official Account Manager for web browsers, you need to change your settings by following the steps below.

Note: You can only change these settings from the LINE Official Account app.

1. From the menu icon at the top left of the screen, tap User settings.

2. Tap Notifications.

3. At the bottom of the screen, tap Choose notifications.

4. Under Chat, turn ON New messages while using web manager.

If you've changed your settings but still cannot receive notifications, please contact us via this Inquiry Form.

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Configuring your notifications

To receive notifications, you need to configure your settings as follows.

Note: You can only configure these settings from the LINE Official Account app.

1. From the menu icon at the top left of the screen, tap User settings.

2. Tap Notifications.

3. At the bottom of the screen, tap Choose notifications.

4. Under Chat, turn ON New messages.

For details about setting up LINE Call, see here (only available in Japanese).

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Help center

Search Help articles

Chats

About Chats

Using chats

About group chats

Joining a group chat

About AI response messages

Setting up AI response messages

Using purchased LINE stickers

LINE sticker types that can be used with LINE Official Account

I'm not receiving notifications

Configuring your notifications