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

• 1-on-1 chats

• Group chats

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

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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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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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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.

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

• The Notifications setting is turned OFF.

• 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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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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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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To back up your LINE official account chat history, see the following steps.

1. Log in to LINE Official Account Manager for web browsers.
2. Click the Chats tab > Chat settings > Basic.
3. Scroll to the bottom of the screen and click Create new under Chat history backup.
4. Click Download once your CSV file is ready.
Note: You can download the CSV file as many times as you like, but it can only be created once a week.

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Chats marked as spam will be stored in your Spam folder. To unmark a chat as spam, follow the steps below.

From LINE Official Account Manager for web browsers:
1. Log in to LINE Official Account Manager.
2. Select the relevant account from Accounts.
3. Click the Chats tab > All at the top left of the screen > Spam.
4. Click the options icon next to the chat you want to unmark as spam, and click Unmark as spammer.

From the LINE Official Account app:
1. Start the LINE Official Account app.
2. Select the relevant account from Accounts.
3. From the Chats tab, tap All at the top of the screen > Spam.
4. Tap and hold the chat you want to unmark as spam, and tap Unmark as spammer on the Chat actions pop-up menu.

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Chat history is stored for six months for free. With a Chat plan subscription, chat history is stored for up to five years, and you also have the option to download it.

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By using custom filters, you can freely create filters for your chat list. You can set tags to categorize relevant chats and check the number of unread messages.

You're able to create up to 20 filters.

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Tags let you group and manage users by setting custom tags, allowing you to view a list of users with the same tag and send messages only to those users.

You can customize tag names to include information such as the user's representative's name, date of first visit to your business, and gender.

You can add one tag per chat for free and up to 30 tags per chat with a Chat plan subscription.

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Notes allow you to keep track of information gained from users in chats, as well as store details you want to share with other staff.

You can record as you like user information such as their preferences and birthdays. You can add one note per chat for free and up to 1,000 notes per chat with a Chat plan subscription.

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The number of tags you can add depends on whether you purchased a Chat plan subscription.

Without a Chat plan subscription:
You can create up to five tags and add one tag per chat.

With a Chat plan subscription:
You can create up to 300 tags and add up to 30 tags per chat.

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The number of notes you can add depends on whether you purchased a Chat plan subscription.

Without a Chat plan subscription:
You can add one note per chat.

With a Chat plan subscription:
You can add up to 1,000 notes per chat.

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Help center

Search Help articles

Chat

Chat

About Chats

Using chats

About group chats

Joining a group chat

Using purchased LINE stickers

LINE sticker types that can be used with LINE Official Account

Configuring your notifications

I'm not receiving notifications

Setting up AI response messages

About AI response messages

Backing up your LINE official account chat history

Unmarking chats as spam

Storage period for your chat history

About custom filters

About tags

About notes

The number of tags that can be added

The number of notes that can be added