Last updated 2026-08-28
Keep service context in the LINE conversation customers know
Answer follow-up questions from approved information and give actionable cases to the team.
Keep a returning customer's question in context
A returning customer may ask, ‘Is that option still available?’ Start with channel event and conversation provenance so staff know whether they are explaining public content or creating a new enquiry.
Set up support first; do not treat LINE as a broadcaster
LINE should be a support entrance first. A connection does not mean permission to broadcast or promise an instant human.
From follow-up question to actionable case
- Confirm account and authorization
- Prepare public answers
- Set routing rules
- Test follow-up questions
- Review pending cases
Respect channel authorization before and after connection
Connection, authorization, and provider rules still need checking for each business. Before external activation, this page does not call LINE a live service.
Frequently asked questions
Can staff take over?
Yes, through the business's waiting or immediate handoff choice.
Does it broadcast automatically?
No. This is not a marketing broadcast tool.
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