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LINE Call

About LINE Call

The LINE Call feature lets LINE users make voice or video calls to LINE official accounts.

Adding LINE Call to your official account makes it easier to communicate with users about urgent matters or topics that are hard to explain via chat.

Note: LINE official accounts can only receive calls with LINE Call.

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

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Setting up LINE Call

To set up LINE Call:

1. Click the Chats tab > Chat settings > Call.

2. Select Enable next to LINE Call.

3. Select either Audio, Audio and video, or Rerouting for Call types.

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

You will not be able to use LINE Call if Chat is turned off in Response settings, so turn it on when you use this feature.

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Adding a Call button to your profile

To add a Call button to your profile, use one of the methods below.

From the LINE Official Account app:

1. From the Home screen, tap Profile > Profile.

2. Tap Add button > Call > Next.

3. Tap LINE Call > Add.

Note: Check the box next to Allow calls outside your response hours if necessary.

4. Tap Save > OK.

5. At the top left of the screen, tap "<" > Publish changes.

From LINE Official Account Manager for web browsers:

1. Select Profile.

2. Select Add button > Call > Next.

3. Select LINE Call > Add.

Note: Check the box next to Allow calls outside your response hours if necessary.

4. Select Publish changes.

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

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Sending users call requests

If you only want to receive calls from users when necessary, you can use call requests.

To send a call request, use one of the methods below.

From the LINE Official Account app:

1. Tap the Chats tab > a chat with the user you want to send the call request to.

2. Tap "+" at the bottom left of the screen.

3. Tap Call request > Send.

From LINE Official Account Manager for web browsers:

1. Select the Chats tab > a chat with the user you want to send the call request to.

2. Select the phone icon at the bottom right of the screen > Send.

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

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Setting away messages

You can set an away message for your users to receive automatically when you're unable to take their calls.

To set an away message, follow the steps below.

From the LINE Official Account app:

1. Tap the Chats tab > Settings at the top right of the screen.

2. Tap Call.

3. Turn ON Away message.

From LINE Official Account Manager for web browsers:

1. Choose the Chats tab.

2. Select Chat settings > Call.

3. Enable Away message.

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Configuring incoming call notifications

To configure your incoming call notifications, follow the steps below.

From the LINE Official Account app:

1. Tap the Notifications tab > Settings at the top right of the screen.

2. Tap Call.

3. Turn Incoming calls ON or OFF.

From LINE Official Account Manager for web browsers:

See this Help article for the steps.

Note:

- Please allow the domain "chat.line.biz" in your Chrome notification settings.

- With LINE Official Account Manager for web browsers, you can only place or receive calls using the Chrome browser.

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

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I'm not receiving calls from users

If you're unable to receive calls from users, it may be due to one of the reasons below.

• Incoming call notifications are turned OFF in the LINE Official Account app on the device you're using.

• You or another administrator turned OFF the Call setting for the account.

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

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Allowing/denying calls outside of your response hours

To allow or deny calls outside of your response hours, follow the steps below.

From the LINE Official Account app:

1. Tap the Notifications tab > Settings at the top right of the screen.

2. Tap Call.

3. Turn Calls outside of response hours ON or OFF.

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Avoiding troublesome calls/chat messages from specific users

If you're receiving unwanted calls or chat messages from a specific user, you can restrict their incoming communication by marking it as spam. To do so, follow the steps below.

Note: When you mark a user as spam, you will no longer be notified when you receive calls or messages from them.

From the LINE Official Account app:

1. Tap the Chats tab.

2. Tap the chat with the relevant user.

3. At the top right of the chat, tap "v" > Manage user profile.

4. Turn ON Mark as spam in the user's profile.

From LINE Official Account Manager for web browsers:

1. Choose the Chats tab.

2. Select the chat with the relevant user and look at their profile on the right.

3. Choose the menu icon at the top right of the user's profile.

4. Select Mark as spam.

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When are away messages sent?

Away messages are automatically sent when a user calls an official account and the administrator:

• Cannot answer the call placed by the LINE user in time.

• Is in the middle of taking a call from another user.

• Cancels the call.

Note: Your away message will automatically be sent to users marked as spam.

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Why can LINE Call only be used when Chat is turned on?

LINE Call is only available when Chat is turned on because it needs to use the following features in chats:

• Incoming call history

• The Mark as spam setting

• Call representative confirmation

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Using LINE Call

You can use LINE Call if the following requirements are met.

• Your app version supports LINE Call

Note: For information on app versions that support the feature, see this Help article.

• The LINE Call setting is enabled in LINE Official Account Manager for web browsers or the LINE Official Account app

• Your device meets the recommended system specifications

Note: Calls on LINE Official Account Manager for web browsers are only supported by the Chrome browser.

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App versions that support LINE Call

LINE Call can be used with the app versions below.

• LINE official account administrators:

Version 2.0.0 or later of the LINE Official Account app

• LINE users:

LINE versions 12.5 and later

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Are there any charges for LINE calls that are rerouted to a landline?

LINE Call is currently being offered free of charge for a limited time. This means that there are no call charges for LINE official accounts or LINE users.

Note: Only LINE official accounts with a Light or Standard plan can use the feature for rerouting LINE calls.

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I can't use my camera in calls on LINE Official Account Manager for web browsers

If you can't use your camera in calls on LINE Official Account Manager for web browsers, see the information below.

• Confirm your settings

In Chat settings, click the Basic tab and go to Audio and video settings. You can check your camera's status next to Camera.

If the status is Currently disabled or Blocked, follow the steps below and change your settings. Once you've finished, the status will become Allowed.

• If your camera's status is Currently disabled:

You need to allow access from the browser pop-up. Click Grant access > Allow in the pop-up that appears.

• If your camera's status is Blocked:

You need to allow access from your browser settings by following the steps below.

1. At the top right of the Chrome browser, click the menu icon > Settings.

2. Click Site Settings > Camera.

3. Select the domain "chat.line.biz" on the camera settings page.

4. Under Permissions, select Allow in the drop-down menu next to Camera.

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I can't use my mic in calls on LINE Official Account Manager for web browsers

If you can't use your mic in calls on LINE Official Account Manager for web browsers, see the information below.

• Confirm your settings

In Chat settings, click the Basic tab and go to Audio and video settings. You can check your mic's status next to Microphone.

If the status is Currently disabled or Blocked, follow the steps below and change your settings. Once you've finished, the status will become Allowed.

• If your mic's status is Currently disabled:

You need to allow access from the browser pop-up. Click Grant access > Allow in the pop-up that appears.

• If your mic's status is Blocked:

You need to allow access from your browser settings by following the steps below.

1. At the top right of the Chrome browser, click the menu icon > Settings.

2. Click Site Settings > Microphone.

3. Select the domain "chat.line.biz" on the microphone settings page.

4. Under Permissions, select Allow in the drop-down menu next to Microphone.

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I'm not receiving call notifications on LINE Official Account Manager for web browsers

If you aren't receiving notifications, follow the steps below to check your Chrome notification settings.

1. At the top right of the Chrome browser, click the menu icon > Settings.

2. Click Site Settings > Notifications.

3. Select the domain "chat.line.biz" on the notifications settings page.

4. Under Permissions, select Allow in the drop-down menu next to Notifications.

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Setting time limits on call requests

When you send a user a call request, you can set a 30-minute time limit on it. Call requests with a time limit expire after the 30 minutes are up, and can then no longer be used to make a call.

To set up limited-time call requests, follow the steps below.

From the LINE Official Account app:

1. Tap the Chats tab > Chat settings.

2. Tap Call.

3. Under Optional settings, turn ON Call requests expire.

From LINE Official Account Manager for web browsers:

1. Click the Chats tab > Chat settings.

2. Click Call.

3. Under Optional settings, select Enable for Call requests expire.

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Rerouting LINE calls to a landline

Your call history and missed calls will still appear in a chat on LINE Call as usual.

Call rerouting can be used with LINE official accounts that have a Light or Standard plan. If you have the Communication plan and want to use this feature, you'll need to upgrade to a paid plan first.

To set up LINE call rerouting, follow the steps below.

From the LINE Official Account app:

1. Tap the Chats tab > Chat settings.

2. Tap Call.

3. Tap Call types > Rerouting.

4. Enter the phone number you want to reroute calls to in the pop-up and tap Next.

5. Confirm the phone number you entered in the pop-up and tap Save.

From LINE Official Account Manager for web browsers:

1. Click the Chats tab > Chat settings.

2. Click Call.

3. Under Call types, click Rerouting.

4. Enter the phone number you want to reroute calls to in the pop-up and click Next.

5. Confirm the phone number you entered in the pop-up and click Save.

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