Agent Guide: Getting Started with LINE in BoldDesk
LINE integration enables businesses to interact with customers through messaging platforms, facilitating real-time support and significantly improving customer satisfaction.
Receive and Respond to LINE Messages
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Customers can initiate conversations by sending messages via LINE. When BoldDesk receives an incoming LINE message, a new chat conversation is automatically created in the chat module.
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Agents can view and respond to LINE conversations directly within BoldDesk, ensuring seamless communication without switching platforms.
Supported Messaging Types:
| Message Direction | Supported Media Types |
|---|---|
| From Customer to Business (Agent) | Images, Videos, Voice Messages, Attachments, Location Sharing, Stickers |
| From Business (Agent) to Customer | Images, Videos, Audio, Documents |
Understanding Reply Limitations in Conversations
If you’re unable to reply or interact with a conversation in the chat editor, it may be due to one of the following reasons:
1. Session Ended
This occurs when the brand linked to the conversation has been deactivated, deleted, or the conversation’s brand does not match the currently selected brand tied to the account integration.
How to resolve:
- Ensure that the brand associated with this conversation is active.
- Change the brand linked to the LINE account to match the existing brand used in the conversation.
2. Integration Removed
The LINE channel integration has been deleted. This conversation is now read-only.
You can still:
- View chat history, links, and contact information.
You cannot:
- Send or receive new messages within this conversation.
3. Account Deactivated
The LINE account has either been deactivated or deleted.
To resolve:
- If deactivated, reactivate the account to restore the ability to send and receive messages to these conversations.
- If deleted, the conversation can no longer be used. Add a new account to start new conversations.
