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Chat

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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While LINE official accounts cannot join or create group and multi-person chats on their own, they can participate if a member of a chat adds them as a friend and then invites them to the group or multi-person chat.
Note: The user sending the invitation must first add the relevant official account as a friend. Also, only one official account can be added to each group/multi-person chat.

You will not be notified via LINE Official Account Manager when your official account is added to a group or multi-person chat. You can see messages from other members that were sent after you joined by going to the Chats tab on the LINE Official Account Manager.

To send messages to groups and multi-person chats, you need to enable Allow account to join groups and multi-person chats from your Account settings and also enable Manual chat from your Response settings.

See below for the steps to configure these settings.

On LINE Official Account Manager for web browsers:
1. Log in to LINE Official Account Manager for web browsers and select the account you want to configure from Accounts.
2. Click Settings at the top right of the screen > Account settings.
3. Under Toggle features, click Allow account to join groups and multi-person chats next to Group and multi-person chats.
4. On the "This setting will allow your account to join groups and multi-person chats" pop-up message, click OK.
5. Click Response settings on the left side of the screen and turn ON Chat.
6. Under Chat response method, click Manual chat next to Response method.

From the LINE Official Account app:
1. Log in to the LINE Official Account app and select the account you want to configure from Accounts.
2. Tap the Home tab > Settings > Account.
3. Under Toggle features, tap Group and multi-person chats > Allow account to join groups and multi-person chats.
4. At the top left of the screen, tap "<" twice to go back to the Settings screen.
5. Tap Responses and turn Chat ON.
6. Under Chat response method, tap During response hours > Manual chat.

After enabling the above settings, your official account will be able to receive invites to groups and multi-person chats sent by users on LINE.
Note: The LINE user sending an invitation needs to first add your official account as a friend before sending the invitation from their friend list in the LINE app.

Official accounts are unable to use LINE chat-related features after being added to a group or multi-person chat. This includes creating albums or notes and announcing messages.

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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 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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If you're using a device running iOS 14 or later, you may not be able to select photos depending on your settings.

On your device, go to Settings > Privacy > Photos > OfficialAccount. If ALLOW PHOTOS ACCESS is set to Selected Photos, the app will only have access to some selected photos. Make sure you have All Photos selected if you want to be able to select from your full photo library.

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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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LINE official account message notifications are sent in real time. You cannot configure notifications to only be sent for unread messages, based on whether they've been checked or not.

Also, you cannot turn off the notification settings separately for read messages. If you don't want to receive notifications after messages have been read, turn off the Notifications setting in the LINE Official Account app, then consider reviewing your device's notification settings.

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If a Read receipt didn't appear in a 1-on-1 chat, please contact us via this Inquiry Form with your LINE official account's information and the details of the issue. We'll look further into the issue based on the information you provide.

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To create tags for your chats:
1. Start the LINE Official Account app.
2. Tap the Chats tab > Settings at the top right of the screen > Tags.
3. Tap "+" at the top right of the screen.
4. Enter a tag name and tap Save.

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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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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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If your LINE official account's chat history disappeared, it may have been deleted due to the following circumstances.

• The chat history exceeded the system's storage period. (Without a Chat Pro subscription: 6 months/with a Chat Pro subscription: 5 years)
• You changed devices (includes switching to a new device to repair your original device).
• You deleted the chat history yourself.
• You uninstalled then reinstalled the LINE Official Account app.
• The app wasn't close properly for some reason.
• You unintentionally deleted the chat history.
• You haven't logged in to the official account for a long period of time.

We are unable to provide support for deleted chat histories. We recommend saving a copy of your chat history yourself or purchasing a Chat Pro subscription so you can regularly download backups of your chat history from the Official Account Manager.

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You can send and receive files. However, files are not scanned for viruses, so please verify that they’re safe before opening or downloading them. Do not open any files that appear suspicious.

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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

I can't select photos

Setting up AI response messages

About AI response messages

Managing LINE official account message notifications

A friend responded in a 1-on-1 chat but a Read receipt didn't appear on the screen

Creating tags

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

Backing up your LINE official account chat history

Unmarking chats as spam

My LINE official account's chat history disappeared

Sending and receiving files