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Help Center - LINE Official Account

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LINE Official Account introduction
Introducing LINE Official Account
Recommended environment for usage
Getting Started
How to log in
What is a LINE Business ID
LINE Official Account - Account Type
Forgot password
Broadcast
What is a Targeting Broadcast
What is broadcasting with a Set maximum broadcast volume
What is the A/B testing function
Can I use Emoji in broadcast messages
Types of messages that will be counted in the number of sent broadcast messages
How to calculate the number of broadcast messages
Rich Media Message
What are "Rich messages" and "Rich video messages"?
Creating Rich Message images
Outreach
How to give away coupons
Can I change the details of a coupon after activating coupons
What is the Reward cards?
How to create Reward cards
How to give away points
How can I change the details of reward cards that have already been activated
How to suspend reward cards
What is a Survey?
User demographics that you can gather from questionnaires
What us a Net Promoter Score (NPS) Survey?
Chat Screen
What is Rich menu?
Create Rich menu image
The Rich menu does not display during the display period.
Condition to use On-Air
Data Control
What is Audiences
How to create Audiences
Audiences is successfully created but still "In progress".
The estimated number of the Audiences does not match the number of messages that were actually sent.
How to get a LINE Tag
How to add a Tag (Base code)
Can I add several base codes in the same page?
How to add a tag (Conversion code)
How to add a tag (Custom event code)
How to add an image tag
Can the measurement location be changed in each broadcast message?
The system counts conversions even when no conversions occur.
How to check the status of a LINE Tag
LINE Tag is inactive
Are LINE Tags different from the tags used on the LINE Ads Platform
Gain friends
How to check the QR Code for adding friends, or the HTML tag for the add friend button.
How to create Gain friend posters
How to check the data of users added as friends
What are Gain Friends Ads?
Insight
What is Insight data?
How to read insight data of broadcasts What is the number of opened messages and impressions?
What is the Custom conversions?
How to check the status of Timeline Posts.
What is Impressions in Timeline?
What is video views (3 seconds or more) and video views (1 minute or more)?
What is the Total playback time?
What are Followers?
Timeline
What can I post on Timeline?
How to delete a post on timeline
Can I recover the post that I have already deleted?
How to manage spam comments
How to report post issues on Timeline
Reason for a post to be reported or deleted
Chat
What is Chat?
How to use Chat
Is group chat supported
How to set up notifications
I don’t receive notifications
Can I edit or delete the messages that have been sent?
How to use purchased LINE stickers
Types of LINE stickers that can be used
What is OA Call?
How to activate OA Call
How to send a call request to users
How to schedule a Call request
How to set up Away messages when a call is not available.
How Away message working
I don’t want to answer spam calls
How to set up incoming call notifications
I don’t receive incoming call from users.
Does the LINE Call forwarding function have a service fee?
How to set up Call forwarding
I cannot use the camera when calling via the LINE Official Account Manager website.
I cannot use the microphone when calling via the website management page.
Application versions that support LINE Call
Profile
How to edit a profile
How to edit a profile
How to make the Call button to show on your profile page.
LIVE
Conditions for opening LIVE
Setting
Number of messages that can be sent
How to check the number of free messages that have already been sent.
How to send broadcast messages that exceed the free message limit in the system.
Intellectual Property
What is copyright protection?
The required information for reporting issues when copyrights are violated.
If I witness copyright infringement of another party, can I file a report?
I want to know the process of how a copyright infringement issue will be processed.
What information will the system inform of to the content creator when content is deleted because someone reported an issue?
How to dismiss a copyright infringement report that has been sent.
Will I be protected if you can prove that you are the copyright owner
What are Derivative Works
What will happened with the income generated during the process of the copyright infringement report?
What method does LINE use to protect a video copyright?
Support
If you encounter problems in use.

LINE Official Account is an official account of LINE for brands and companies. You can use it to send general information, sales and marketing activities, and special promotions to your customers. LINE Official Account is also equipped with various features that will help customers know the specialty of your company, brand, and products. For example Greeting messages, Auto-response messages, coupons, reward cards, chat 1-1 and broadcast to all customers etc.

Recommended environment for usage: On the LINE Official Account Manager website and the following mobile application


Mobile Application

Operating system: Android 6 and above, iOS version 13 and above

*Not supported on Android tablets


LINE Official Account Manager websites

Operating system: Windows OS, Mac OS

Browser: Latest version of Chrome, Safari, Firefox, Edge

*Not supported on Internet Explorer.



LINE Official Account can be logged into on both the website (LINE Official Account Manager) and on the mobile application.


Log in on Application

1. Download the Official Account application

2. Log in using your LINE account or Business account


Log in on LINE Official Account Manager website

1. Go to manager.line.biz

2. Log in using your LINE account or Business account

LINE Business ID is a self-authentication system that allows you to use the same ID to log into various LINE services for businesses and developers.

You can log into LINE Business ID with a LINE account or a Business account (logging in with an email address).

There are 3 types of LINE accounts for business purposes, which can be distinguished by the different badge colors.

In the case of forgetting your password, you cannot view the password that you have already registered.

Please change your LINE password on your smartphone by following the steps below:

*Please be careful to not forget your new password.


1. Open the LINE application on your smartphone

2. Select "Home" > "Settings" (Gear Icon) > "Account"

3. Select "Password"

4. Enter a new password, then select "Change password"

*Sometimes the device may need to be unlocked.

A Targeting Broadcast is a method of broadcasting to a specific group or a target audience, which can include all friends that you have in your account.


A Targeting Broadcast needs at least a 100 Target Reach to use this feature.

The settings process for a Targeting Broadcast is as follows:


Setting process on LINE Official Account Manager website

1. Click "Home" > "Broadcast"

2. Click "New broadcast"

3. On the Recipents, select "Targeting"

4. Specify your designated targets audience group

5. Input and send your broadcast contents

You can set a number of broadcast messages according to your budget, which must not exceed the number of messages that you can send at that time. The system will select those who are qualified as the target audience randomly, from your friends list, at the time of broadcast.


How to set a broadcast message:


How to set a maximum broadcast volume on the Application

1. Select "Home" > "Broadcast" > "New broadcast"

2. Add message contents and select "Next"

3. Activate "Broadcast volume" > Enter number of messages


How to set a maximum broadcast volume on LINE Official Account Manager website

1. Click "Broadcast" > "New"

2. Select "Set maximum broadcast volume" in "Advanced settings"

3. Enter number of messages

You can create messages (variants) with different contents and then test them by broadcasting each type of message to each audience in a predetermined proportion.

After broadcasting, you can consider the analysis result of each variant to effectively send messages to users who didn’t receive the messages (must be send within 3 days from the beginning of the test).


How to create A/B test on LINE Official Account Manager website

1. Click "Home" > "Broadcast" > "New broadcast"

2. Select "Create A/B test" in "Advanced settings"


Note:

*The create A/B test feature cannot be used on LINE Official Account application.

*The create A/B test feature needs a target reach of 5,000 or more.

You can use Emoji and Emoticon by clicking or selecting "Emoji".

Emoji that are only supported on certain operating systems or certain devices (machine dependent characters) cannot be used in broadcast messages.


*The system will display emojis as text on the device's push notification. In some cases, an emoji might be displayed as characters that do not match what you want to communicate.

Please check the types of messages that will and will not be counted as the number of broadcast messages as follows:

Messages that will be counted

- Broadcast messages (including the Targeted Broadcast messages)

- Step messages

- Messaging API, such as Push API, Multicast API, Broadcast API


Messages that will not be counted

- Sent and received chat messages

- Auto-response messages

- AI-response messages

- Greeting messages

- Messaging API related to Reply API

LINE Official Account will calculate the number of messages according to the number of target messages reached.

This means the number of followers that are still active and have not been blocked.


LINE Official Account packages can use these features for free and can broadcast 1,000 messages per month (based on the number of the Target Reach who receive messages).


If you want to broadcast more than 1,000 messages per month, you can upgrade your package to

• Basic packages can broadcast 15,000 messages per month or

• Pro packages can broadcast 35,000 messages per month


And if you want to broadcast more than 35,000 messages per month, the messages exceeding 35,000 will be charged accordingly at 4 satang per message or approximately 400 baht per 10,000 messages.

Rich messages

Rich message is a feature that allows you to combine images and messages in one place for a better organized and easy for understand. The goal is to capture the interest of the ad recipients.

*A Rich message can be easily set to various links and create an attractive message.


Rich video message

Rich video message is a feature that can send auto-playing video messages. This feature supports various video types, including horizontal, vertical, square, etc. A vertical video can effectively play on the full chat screen. You can also set the links to encourage viewers to visit external sites.

Rich video message is unique in that the user cannot save, send, or share the video on their timeline, unlike other video platforms.


*Rich video message can be created in LINE Official Account Manager website only. it cannot be managed on the LINE Official Account application.

"Create image" is a feature that allows you to create simple images in the required templates for Rich message or Rich menu.


If you want to use Rich message or Rich menu but don’t have any images, or in some cases, the images that you do have cannot be customized to fit the required template size to use with these features, you can use this feature to fix those issues.

*Create Image can be used only on LINE Official Account Manager; you cannot create images on the application.


How to create a Rich message on LINE Official Account Manager website

1. Click "Home" > "Rich media messages" > "Rich message"

2. Click "Create New"

3. Click "Select template"

4. Select template, then click on "Select"

5. Click "Create image"

6. Customize image

7. After finishing the customization, click on "Apply"

You can create and give away coupons as follows


How to create and give away coupons on the Application

1. Click "Coupon"

2. Click "Create new"

3. After finishing the setup, select "Save"

4. You can choose to give away coupons when you create messages or posts on timeline.


How to create and give away coupons on LINE Official Account Manager website

1. Click "Home" > "Outreach" > "Coupons"

2. Click "Create new"

3. After finishing the setup, select "Save"

4. You can choose to give away coupons when you create messages or posts on timeline.

You can change the details only of the coupons you have already given away. Detail changes might have consequences. Please be cautious when you make any changes.

The Reward card is a feature that allows you to give or manage points on LINE as a reward for users who buy or use your store's services.

In the previous version, you might have faced some problems with your reward card, such as:

- Customers don’t keep their reward cards, so they cannot take advantage of the promotion.

- The previous reward system was not effective in driving customers to return.


The new reward card from LINE has been designed to eliminates these issues, so you can use management and insight data gathering features to effectively assist in driving customers to return. You can also give reward cards to new customers as a way to gain more target customers

You can create Reward cards by the following steps


How to create Reward cards on the Application

1. Select "Reward cards" > "Create reward card"

2. After finishing the setup, select "Save and publish card"


How to create Reward cards on LINE Official Account Manager website

1. Click "Home" > "Outreach" > "Reward cards"

2. After finishing the setup, select "Save and publish card"

You have 2 ways to give away points


1. Give away points via QR Code

You can provide a QR Code to customers to scan and collect points.


2. Give away point via a reward card link

You can provide a link to a customer for them to collect their points.

*You can show the reward card link in the Rich menu to provide an easier way of collecting points for your customers.

After publishing a reward card, you cannot change the details, except for the expiration date. In the case of a reward card that a customer has already received, the reward card can be exchanged only for what has already been set up, and after the customer has already received the reward, it cannot be changed after publishing the card.

If you want to suspend the reward cards, please read the following notes:

Notes:

- After the suspension has been processed, you cannot cancel the suspension.

- The system will reset all data and settings, including the points that each user has collected.

- You can create a new reward card one day after the suspension date.

- You cannot recover the data from the reward cards that have been suspended.


How to suspend reward cards on the Application

1. Select "Reward card" > "Reward card settings" > "Suspend card"

2. After finishing the setup, select "Suspend card"


How to suspend reward cards on LINE Official Account Manager website

1. Click "Home " > "Reward cards" > "Settings" > "Suspend card"

2. After finishing the setup, select "Suspend card"


Furthermore, you can validate the reward cards that have been used or given away, and the number of rewards exchanged that were issued retroactively, by selecting the "Insight" tab > "Outreach" > "Reward cards" > "Cards and Points"

Surveys is a feature that allows you to validate and gather opinions from LINE users.

You can use the survey in various ways, such as exploring products and services offered by your company. You can send survey to your friends by broadcasting messages, posting messages on the timeline, and sending by automatic responses.


You can also give away coupons to your friends as a gesture of gratitude for their cooperation, which can also raise their participation rate.

You can gather User demographics data of LINE users from raising the following question in the survey:

- Gender - Age - Area


Because the personal data of LINE users is protected by law, you cannot ask any other personal questions.

Net Promoter Score (NPS) Survey is a feature that allow you to survey the customer satisfaction toward the LINE Official Account without any service charges.


The satisfaction rate will be calculated based on the NPS® index. For Verified and Premium account, you can use Open-ended answer to receive feedback or suggestions toward the official account both quantitatively and qualitatively.


Furthermore, you can design a survey that is sent every 90 days. You can take advantage of these capabilities to compare the old and current numbers to evaluate your messages and campaigns, or come up with future operation plans based on the most recent data.


How to set up via LINE Official Account Manager website

1. Click "Home" > "Outreach" > "Survey" > "Net Promoter Score"

2. Read and accept the terms

3. Click "Send surveys"

*You can setup Net Promoter Score Survey only on LINE Official Account Manager website. You cannot setup on the application.


Note:

*Score rating of "Net Promoter", "Net Promoter System", "NPS" and emoticons about NPS are trademarks of Bain & Company, Fred Reichheld and Satmetrix Systems, Inc.

Rich menu is a large menu bar that appears below the chat screen of LINE Official Account, which can be used to navigate users to external sites, give away coupons, send messages, show reward cards, and contact numbers.


Highlights of Rich menu

- A large menu bar appears below the chat screen.

- You can set up each menu, such as navigate users to external sites, give away coupons, send messages, show reward cards, and contact numbers.

- You can display Rich menu in several templates.

- You can set up the time to display and hide on the management screen.

"Create image" is a feature that allows you to create simple images in the required templates for Rich message or Rich menu.


If you want to use Rich message or Rich menu but don’t have any images, or in some cases, the images that you do have cannot be customized to fit the required template size to use with these features, you can use "Create Image" to fix those issues.

*Create Image can be used only on LINE Official Account Manager website. You cannot create images on the LINE Official Account application.


How to create images on LINE Official Account Manager website

1. Click "Home" > Click "Chat screen" > "Rich menus"

2. Click "Create new"

3. Click "Select template"

4. Select template, then click "Select"

5. Click "Create Image"

6. Customize image

7. After finishing the customization, click on "Apply"

The Rich menu that you set up on LINE Official Account Manager will display when users exit or enter the chat room again. It might take some time to display, based on the internet connectivity of the user.

On-Air feature is available only on Premium account (Green badge), which is the business accounts for organizations or government offices.

"Audiences" is a group of users that are created by providing certain qualifications and specific conditions of users. This will help make you broadcasts more targeted.


You can select the type of the Audiences as follows:

- Click retargeting

An audience that includes users who clicked on a link in your messages in the past.


- Impression retargeting

An audience that includes users who opened your messages in the past.


- Chat tag audience

An audience made up of people tagged with a tag of your choice in one-on-one chats.


- Friend path audience

Targets friends who friended your account via select paths (visible under Insight > Friends > Friend path).

*You need an estimated audience size of at least 50 people to use this type of audience.


- Web traffic audience

Create an audience based on the tracking data from a LINE tag.

*The audience size must be at least 50 to use it in broadcasts.


- User ID upload

An audience made up of user IDs that you upload.

*See more about user IDs on LINE Developers website.

You can create the Audiences using the following steps:


How to create via LINE Official Account Manager website

1. Click "Home" > "Data controls" > "Audiences"

2. Click "Create new"

3. After finish the setup, select "Save"


Note:

*You can create Audiences only on LINE Official Account Manager website. You cannot create it on the LINE Official Account application.

*You can use the created Audiences for 180 days after the creation date except the Chat tag audience.

The Audiences that you created might take several hours to process. Moreover, if there are fewer targets than the number required to broadcast, or if there is an error in uploading the file, it can also cause the target audience to be delayed in the pending status.

The estimated number is just a rough estimate, so there might be a discrepancy.

The LINE Tag is a LINE code that must be added on a website to measure the results. If the code is not added on the website, we can still track the general statistics such as the number of advertisements or number of clicks, but there is no way to know what happens afterward.

LINE Tag consist of 3 types of code: Base code, Conversion code, Custom event code.


You can get a LINE Tag only from the LINE Official Account Manager website.

1. Click "Home" > "Data controls" > "Tracking (LINE Tags)"

2. Copy the required code and paste it into your website to test the results

To track conversions with LINE tags, you'll need to add the LINE tags base code to your website's header code. You can either paste the Base code inside the <head> and </head> tags of your website, or use a tag manager to add the Base code.


*There is no limit to the number of tags that can be added within one URL. However, you can only add one tag per account using the Base code received from the same account.

*If there are any line breaks or unnecessary spaces in the code, it may cause the tag to malfunction. Please be cautious when adding (especially adding by copying and pasting).

Only 1 set of base codes from the same account - You can add 1 set per 1 URL only.


Base codes from another account - You can add several sets in 1 URL


However, please be cautious when adding the same code more than once in a single URL, as this can result in measurement inaccuracy.

A Conversion code is used for tracking the activities that need to be measured as conversions, such as completed registrations, purchases, and clicking on required buttons.


Please add the conversion code with the base code by placing the conversion code behind the base code in the page that you want to set for conversion points.


*If there are any line breaks or unnecessary spaces in the code, it may cause the tag to malfunction. Please be cautious when adding (especially installation by copying and pasting).

When using a Custom event code, you can categorize the web page and tracking freely.

Please add a Custom event code with the Base code.


In the case of changing "CustomEvent" of a tag to a preferred event name, install it on website. You can select a custom event when creating a custom target audience.


*Custom event names can have up to 20 characters and must be in English.

*If there are any line breaks or unnecessary spaces in the code, it may cause the tag to malfunction. Please be cautious when adding (especially installation by copying and pasting).

If you find it difficult to add the JavaScript tag on the page, please use the image tag.


An image tag is the <noscript>...</noscript>... part of the Base code.

Please use only the image tag code to add.


Measurements will be performed on the custom conversions.

*Please be aware that only image tags cannot be used for measurements.

You can change it.

If you add a Custom conversion in each broadcast message that you want to measure. You can validate the measurement of each broadcast message.

It is possible that you added a conversion code on pages with no conversion points.

Please validate that the conversion code is added on the correct page.

The status of a LINE Tag can be check only on LINE Official Account Manager website.

1. Click "Home" > "Data controls" > "Tracking (LINE Tags)"

2. Check the status of the base code and the conversion code on "Status".



If a LINE Tag is inactive, please check the following:


1. Did you add the correct tag?

If modifying the content of the tag, it will not be able to measure properly.


2. Use the tag manager.

Please check that you have properly added the tag manager.

*Please inquire about how to add tags in Tag Manager, or trigger settings from your tag manager provider.


3. Use a short URL service

If using a short URL service, it might not be possible to measure properly.

LINE Tags work like the tags from LINE Ads Platform.


However, you can target different applications by adding LINE OA tags to measure broadcasts, and adding LINE Ads Platform tags to measure advertising results.

You can check the QR Code for adding a friend or the HTML tag for the add friend button as follows:


How to check on the Application

- QR Code

1. Click "Home" tab > "Gain friends".

2. Click "QR Code" > Check the QR Code that appears.

3. Click "Save QR Code" to save.


- HTML tag for the add friend button.

1. Click "Home" tab > "Gain friends" > ""Add friend" button"

2. Click "Show HTML snippet" to check HTML tag.

3. Click "Copy" to copy HTML Tag and share on your preferred blog or website.



How to check on LINE Official Account Manager website

- QR Code

1. Click "Home" > "Gain friends" > ""Add friend" tools"

2. Check the QR Code that appears

3. Click "Download" to download the image file of the QR Code, or click "Copy" to copy HTML tag and share with your friends.


- HTML Tag for the add friend button

1. Click "Home" > "Gain friends" > ""Add friend" tools"

2. Check the HTML Tag that appears on "Add a button to your website"

3. Click "Copy" to copy the HTML tag and share on your preferred blog or website.

You can create a poster only on the LINE Official Account Manager website.


How to create posters on LINE Official Account Manager website

1. Click "Home" > "Gain friends" > ""Add friend" tools".

2. Click "Create a poster" in "Advertise in your store"

2. Select the design and promotion messages of the poster.

3. Click "Download poster" and save as PDF file.


Note:

*You can create the poster with LINE character only in verified account.

*You can create the poster without LINE character in unverified account.

*You cannot create posters on applications.

You cannot check the data of users, but you can check certain data of users if they match the following cases:

1. If a friend sends a chat message to your LINE Official Account, you can check certain profile information (Display name, Profile image, Status).

2. If users respond via their LINE Official Account, then they're using the Messaging API directly, such as sending messages to you or adding friends to your account. In addition to the profile information that is specified in clause 1, you can check the internal identification numbers that the company has established for each user, and can use an internal identification number to send messages to such users.

3. If a LINE Official Account using the Messaging API was added to a group or chat, the verified account can be validated on certain profile information (Display name, Profile image, Status), and the internal identification numbers can also be validated, but only the information of users that send messages to the group.

Gain Friends Ads are a method of persuading users to add a LINE Official Account as a friend by using advertisements on LINE.

The advertisement will be displayed after being validated and approved.


How to create via LINE Official Account Manager website

1. Click "Home" > "Gain friends" > "Gain Friends Ads" > "Activate".

2. Set up in "Gain Friends Ads".

3. Click "Send"


*You can create or set up a Gain Friends Ads only on the LINE Official Account Manager website; it cannot be created on the LINE Official Account application.

*Only verified accounts can publish a Gain Friends Ads.


You can set up the following topics in a Gain Friends Ads.

- Advertising objective:

Gender, Age, Area, Interests

- Budget:

Total budget, Bid price

- Advertising Content:

Name, Description, Images

Insight data is a feature that allows you to check the statistics of the various features, such as friends, messages, broadcasts, coupons, or reward cards, etc.


How to access the Insight data on the Application

1. Select "Insight" tab

2. View the Insight data on the various topics that you want.


How to access the Insight data on LINE Official Account Manager website

1. Click"Insight"

2. View Insight data on the various topics that you want.


*Displays recent information, as of the end of the previous day.

How to read insight data of broadcasts

- Open count is the number of users that enter the chat and display balloon messages. This will not re-count the number of opened messages that were previously displayed.

- Clicked user count is the number of users that click on any link in the message.

- Played user count is the number of users that play any video or audio in the message.

- Impression is the number of balloon messages displayed to users. It will be counted every time a user enters the chat room and displays a balloon message.

Custom conversions is a method to track and measure conversions that you need to measure and every activities that you want to count as a conversion, such as completed registrations, purchases, and clicks on the required button.


*If you want to measure the conversion rate on your website, you need to add a LINE Tags in that website.

You can check the status of Timeline Posts on both the LINE Official Account application and the LINE Official Account Manager website which can be opened on your computer.


How to check on the Application

1. Select "Insight" tab

2. Select "Timeline (Posts)"

3. Select the post you want to check


How to check on LINE Official Account Manager website

1. Click "Insight"

2. Select "Timeline" > "Posts"

3. Click "Show metrics"

*You can select up to 5 metrics

Impressions are the number of times a Timeline post is shown to users. This includes views gained outside of Timeline and Explore.

Video views (3 seconds or more)

It is the number of times a video or audio is viewed more than 3 seconds.

*Including the times when a video has been played for at least 1 minute.


Video views (1 minute or more)

It is the number of times a video or audio is viewed more than 1 minutes.

Total playback time is the total time that a video or audio is played in the posted content on timeline.

When LINE user followed the LINE Official Account, the new content will always be displayed on the timeline of those users who are followers. Therefore, you can continually send the news via timeline, even without adding friends.


How to check on the Application

1. Select "Insight" tab

2. Click "Timeline (Followers)"


How to check on LINE Official Account Manager website

1. Click "Insight"

2. Select "Timeline" > "Followers"

You can post the following topics on Timeline:

- Messages

- Photos and videos

- Stickers

- Coupons

- Link (URL)

- Surveys

- Location

You can delete a post that you created by following these steps:


How to delete on Application

1. Select the "Timeline" tab

2. Select the post that you want to delete from timeline

3. Select "Delete"


How to delete on LINE Official Account Manager website

1. Click "Timeline" > "Post list"

2. Select the post that you want to delete

3. Select "Delete" on the post detail screen

You cannot recover the post you have already deleted.

When you find harassing comments, you can mark the users and the comments as spam by managing and reporting these issues as in the following steps:


How to manage via the LINE Official Account Manager website

1. Click "Timeline" > "Post list"

2. Select the post that has the spam comments > select those comments.

3. Select "Flag as spam" or ":" > "Flag as spam"


*If you mark a user as spam, the system will consider every comment from that user as spam until you cancel the setting.

*The comments that have already been identified as spam will remain that way even after you unflag as spam.

If you find inappropriate content on the timeline, you can report it from the Timeline screen.

*The other party will not know that you filed the report.


How to report the post

1. Select icon "..." on the top right of the post that you want to file the report.

2. Select "Report"

3. Select the reason to file the report > Select "Agree & send"

Your post might be reported. If there is any possibility of a violation of the LINE Terms of Use, our staff will delete the post that has been confirmed to violate the terms of service.

The staff will consider the content that was reported or monitored as to whether it violated the LINE Terms of Use or not, and then take appropriate action, such as deleting the post.


We reserve the right to keep the consideration result, the reported result, monitor, and the operational details of the staff confidentially.

Chat is a feature used for sending chat messages between users and LINE Official Account owners. Chat has following features:

- 1:1 Chat

- Group chat

- Messaging API


*Chat (1:1 Chat and group chat) cannot be used with the Messaging API simultaneously.

*Please activate either "Response mode: Chat" to use the chat feature or "Response mode: Bot" to use the Messaging API.

You can use Chat feature by following these steps:

How to use Chat on the Application

1. Select "Settings" > "Responses" > "Response mode"

2. Select "Chat"


How to use chat on LINE Official Account Manager website

1. Click "Settings" > "Responses setting"

2. Select "Response mode" to "Chat"

You can use group chat as a channel to communicate with several users.


*LINE Official Accounts can use group chat only if they have been invited to the group by LINE users.

If you want to receive notifications, please set up as follows:


How to set up on the Application

1. Select "Notification" tab > "Settings" (gear icon) at the top right.

2. Select "Notifications"

3. Activate the setting "App notifications" and "In-app alerts", or deactivate if you don’t want them.


How to activate on LINE Official Account Manager website

1. Select "Chats" tab

2. Select "Chat settings" > "Basic"

3. Activate "Show Pop-ups", "Ply sounds", and "Show message previews" in "Notification settings"


*Please activate the notification setting in Google Chrome and allow "chat.line.biz" access.

*The management screen calls on the website are only available via the Google Chrome browser.

If you don’t receive any notifications, it may be due to the following reasons:


- Notifications were deactivated

- Using the management screen on the website and application simultaneously


If you use a LINE Business ID on LINE Official Account Manager simultaneously with the application, you might not received management notifications.


If you want to receive notifications on the application, even if you are using the management screen on the website, please adjust the settings as follows:

*The setting can be adjusted only on the application.

1. Select the "Notification" tab > "Settings" (gear icon) at the top right.

2. Select "Notifications" LINE Official Account

3. Select "Choose notifications" at the bottom of the screen

4. Activate all settins in "Chat"


If you have already set up as above but did not receive any notification, please raise the issue in the Inquiry Form.

You cannot edit or delete messages that have been sent.

You can use a purchased LINE sticker by logging in to your LINE account using the LINE Official Account Manager or application.

The types of LINE stickers that can be used are as follows:

- Default stickers

- Creator stickers purchased by logging in to LINE account.


Note:

*Official stickers cannot be used.

*The Custom sticker cannot be used.

*Creator stickers purchased with a LINE account cannot be used if logged in to a business account.

OA Call is a function that assists LINE users to be able to call with LINE Official Account.


If a LINE Official Account owner use LINE call with the chat function in an emergency or difficult-to-explain situation, they can communicate with users seamlessly via voice calls and video calls.  


*LINE Official accounts cannot initiate an OA Call with users.

Please check how to activate OA Call by following the steps below:


How to activate on the Application

1. Select "Chat" tab > "Settings" (gear icon) on the top right

2. Select "Call"

3. Open the "LINE Call" settings


How to activate on the LINE Official Account Manager website

1. Select "Chat" tab

2. Select "Chat settings" > "Call"

3. Activate "LINE Call"


*OA Call can only be used with Response mode is Chat.

*Using OA call on LINE Official Account Manager website will be available via Google Chrome browser only

You can receive a call when necessary by sending a call request to the user.


Please check how to send a call request by following the steps below:

How to send a call request on the Application

1. Select "Chat" tab > select the chat that the user wants to send a call request to

2. Select "+" at the bottom left

3. Select "Call Request" > "Send"


How to send a call request on the LINE Official Account Manager website

1. Select "Chat" tab > select the chat that the user wants to send a call request to

2. Select the "Call request" icon at the bottom right > "Send"

A Call request can be scheduled the call requests expire within 30 minutes.

That call request will expire after 30 minutes if the users does not initiate the call.


How to set up a call request

How to set up on the Application

1. Select "Chat" tab > "Chat settings" (gear Icon)

2. Select "Call"

3. "Enable" in "Call requests expire" in the Optional settings


How to set up on LINE Official Account Manager website

1. Select "Chat" tab > "Chat settings" (gear Icon)

2. Select "Call"

3. Select "Enable" in "Call requests expire" in the Optional settings

If you set up an Away message when the call is not available, the system will send that message to the user automatically.


You can check how to set up messages when the call is not available by following the steps below:

How to set up on the Application

1. Select "Chat" tab > "Settings" (gear icon) on the top right

2. Select "Call"

3. "Enable" in "Away message" in the Optional settings

4. Edit Message


How to set up on LINE Official Account Manager website.

1. Select "Chat" tab > "Chat settings" (gear Icon)

2. Select "Call"

3. Select "Enable" in "Away message" in the Optional settings

4. Edit Message

LINE OA will send an Away message when the call is not available under the following conditions:


- When admin cannot answer the call at the time that users calling in

- When admin is having a conversation with another user

- When admin refuses an incoming call from a user


*LINE OA will send a message when the call is not available to users who were marked as spam as well.

If you receive a spam chat or spam call from a user, you can limit contact with those users by marking them as spam. When a user is marked as spam, the system will not notify you about the calls and messages from the user again.


How to mark on the Application

1. Select the "Chat" tab

2. Select the chat of the user that you want to mark as spam

3. Select "v" on the top right > "Manage user profile"

4. Activate the setting "Mark as spam"


How to mark on the LINE Official Account Manager website

1. Select "Chat" tab

2. Select the chat of the user that you want to mark as spam > Check the profile on the right

3. Select ":" at the top right of profile

4. Select "Mark as spam" in the menu > "Enable"

You can set up incoming call notifications by following the steps below:


How to set up on the Application

1. Select "Notification" tab > "Settings" (gear Icon) on the top right

2. Select "Call"

3. Activate "Incoming calls" if you want to receive incoming call notifications or deactivate if not.


How to set up on the LINE Official Account Manager website

1. Select "Chat"

2. Select "Chat settings" > "Basic"

3. Activate "Enable notifiactions in web version" in "LINE Call"


*Please activate the notification setting in Google Chrome and allow "chat.line.biz" access.

*Management screen calls on the website are only available via the Google Chrome browser.


How to set up notification settings in Google Chrome and allow "chat.line.biz" access

1. Click ":" at the top right of Google Chrome > "Settings"

2. Click "Website settings" in "Privacy and security" > "Notifications"

3. Click "chat.line.biz" on the notification settings page

4. Navigate to notifications in the permission section and change to "Allow"

If an incoming call from a user is not received, it could be due to the following reasons:


- The setting for incoming calls of the application in the device is turned off

- The call setting of the account is disabled.

- The other person in charge of the account disabled the call setting of the account.

LINE Official Accounts and LINE users can now use it freely.

You can forward LINE Calls to the home telephone.

The call log and the missed call will still display in the chat room, just like a regular LINE Call


How to set up on the Application

1. Select "Chat" > "Chat settings" (gear Icon)

2. Select "Calls"

3. Select "Call type" > "Rerouting"

4. Enter the telephone number that you want to forward to in the pop-up window "Enter your phone number" > select "Next"

5. Check the telephone number in the pop-up window "Is this your number" > Select "Save"


How to set up on the LINE Official Account Manager website

1. Select "Chat" tab > "Chat settings" (gear Icon)

2. Click "Chat settings" > "Call"

3. Select the call type to "Rerouting" in "Call types"

4. Enter the telephone number that you want to forward to in the pop-up window "Enter your phone number" > select "Next"

5. Check the telephone number in the pop-up window "Is this your numberr" > Select "Save"


*Rerouting can be used only with Basic and Pro packages.

If you cannot use the camera when calling via the LINE Official Account Manager website, please check the following:


- Check the settings

Please click "Chat settings" (gear Icon) > "Basic" > go to "Audio and video" > check the setting status shown beside the "Camera".


If it shows "Disabled" or "Blocked" Please set up as suggestion below:

If the setting has been successfully completed, the system will show "Allow"


- If it shows "Disabled"

You must allow it to access via the Browser pop-up

by clicking "Allow access" > "Allow" in the pop-up window


- If it shows "Blocked"

You have to allow access via the browser settings as follows:


1. Click ":" at the top right of the Google Chrome browser > "Settings"

2. Click "Website settings" > "Privacy and security" > "Camera"

3. Click "chat.line.biz" on the camera settings page

4. Navigate to the Camera in the permissions section and change to "Allow"

If you cannot use the microphone when calling via the management screen on LINE Official Account Manager, please check the following:


- Check the settings

Please click the "Chat settings" (gear Icon) > "Basic" > go to "Audio and video settings" > check the setting status shown beside "Microphone".


If it shows "Disabled" or "Blocked", please set up as suggestion below:

If the setting has been successfully completed, the system will show "Allow".


- In the case that it show "Disabled"

You must allow it to access via the browser pop-up

by clicking "Allow access" > "Allow" in the pop-up window


- If it shows "Blocked"

You have to allow access via the browser as follows:


1. Click ":" at the top right of Google Chrome > "Settings"

2. Click "Website settings" > "Notifications"

3. Click "chat.line.biz" in the microphone settings page

4. Navigate to the microphone in the permissions section and change to "Allow"

You can use LINE Call on the application as follows:


For admin of LINE Official Accounts

- Managing application version 2.0.0 or above


For LINE users

- LINE application version 10.10 - 10.15

*It can use some functions excluding the Call Rerouting and Call requests expire.

It can partially use some functions, but not the forwarding call function that forwards your call to a home telephone, and a call requests that have scheduled usage times.


- Application LINE version 10.16.0 or above

*It can use every function, including the Call Rerouting and Call requests exoire.

A profile is like a mini-website where you can show basic information about your company, store, or product brand. The profile can be shared in website on internet networks, and that information will be the best publishing channel for users to better know your Official Account.


You can share the information on websites only with a verified account.

You can edit a profile as follows:


How to edit via the Application

1. Select the "Home" tab > "Profile"

2. Edit the content you want in the profile page

3. Select "Publish changes" to save and show the profile information on your profile page


How to edit via LINE Official Account Manager website

1. Select "Profile"

2. Edit the content you want in the profile page.

3. Select "Publish changes" to save and show the profile information on your profile page

Please check how to make the Call button show on your profile page using following steps:


How to set up on the Application

1. Select "Home" tab > "Profile"

2. Select "Add" > select "Call" > select "Next"

3. Select "LINE Call" or Phone numberr > select "Add"

4. Select "Save" > "OK"

5. Select "Publish changes" to save and show the profile information on your profile page


How to set up on the LINE Official Account Manager website

1. Select "Profile"

2. Click "Add buttons" > "Call" > "Next"

3. Select "LINE Call" or Phone number> select "Add"

4. Click "Apply"

5. Click "Save" > "OK"

6. Click "Publish changes" to save and show the profile information on your profile page


*When you select LINE Call, You can activate "Allow calls outside your response hours" as needed.

LIVE feature is available only on Premium Accounts (Green badge), which are business accounts for organizations or government offices.

The numbers of messages that can be sent freely varies with each package. In the case of free packages, 1,000 messages can be sent per 1 month.



If you want to send more messages than the free limit, you need to set the limit of "Additional messages" beforehand, which can be set only within the limit that company has set.

If you have to set the limit of "Additional messages" exceeding the number that the company has set, please raise the issue in the Inquiry Form.


For information on the LINE Official Account monthly package, please visit: https://lineforbusiness.com/th/service/line-oa-features

You can check the number of free messages that have already been sent in that month by following the steps below:


How to check on the Application

1. Select the account that you need from the account list

2. Select "Billing"

3. Check in "Free messages sent" in "Messages sent this month"


How to check on LINE Official Account Manager website

1. Click the account that you want from the account list.

2. Click "Settings" > "Activity and billing" > "Dashboard"

3. Check in "Fee messages sent" in "Messages sent this month"

If you want to send broadcast message that exceed the free message limit of the system, you need to change the settings in additional message limit.


How to change the settings on the Application

1. Select the account name that you need from the account list

2. Select "Application details" > "Change limit"

3. Change limit to the number you want, then select "Save"


How to change the setting on LINE Official Account Manager website

1. Click the account name that you need from the account list

2. Click "Settings" > "Usage and payment" > "Dashboard"

3. Click "Change limit" in "Messages sent this month"

4. Change limit to the number you want, then select "Save"


Note:

*Free package cannot change the message limit, because this package cannot send more than 1,000 messages.

*Additional messages cannot be set to exceed the limit number.

*If you want to send messages that exceed the limit number that has been set, please raise the issue in the inquiry form.

Copyright is a legitimate right that creators receive as recognition of their diligence and of the value of their creations. Copyright protection is the act that protects the rights of the copyright owner.

Please include the following information in the report page when copyrights are violated:

If the information is not sufficient or cannot be validated, the operation cannot be performed.


The required information

- The right that was infringed

- Location of infringement

- Information that can be verified as proof of being infringed UPON, such as URLs.

- Information of the reporter: information about personal or corporate use, Full name, Zip code, Address, Telephone number, Email address.

Only the copyright owner or the legal representative can report the copyright infringement.

Staff cannot disclose the details about how a copyright infringement issue will be processed for security reasons.

The user that published the reported content will not receive any information except that copyright infringement issues have been reported by the copyright owner, without knowing who reported them.

A copyright infringement report that has been sent cannot be dismissed.

However, the operation will not be performed at all if the content of the report is not found to be in violation or no problems are found.

If you send us the original content and can prove that you are the copyright owner, you will be protected according to the protection policy.

Derivative works are a creation produced by modifying the original works in several ways, such as translation, change of tune, modifying shape, modifying a script for acting, making a video, or by the other means.

Derivative works will be protected as derivative works as well.

After consideration, if the copyright is found to be infringed, all income will be seized. This includes the income that was generated during the process of the report.

We use the ACR (Auto Content Recognition) Solution which can check and prevent copyright infringement automatically to protect the video copyright.

To contact support, please fill out the inquiry form with the necessary information and details about the problem.


If you use a verified account or are in the process of consideration, please be informed of the additional information below:

- Application reference number

- Applicant name

- Email address


* The "Application reference number" can be checked in the title of the email that you receive when applying or receiving the consideration result.

* Please enter he "Applicant name" and "Email address" that match those you used when applying.


Please submit the inquiry form at: https://lineforbusiness.com/th/contact?new=1

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