LINE

Digital customers want to connect with businesses over their favorite communication channels. For companies doing business in Southeast Asia, LINE is a channel that must not be missed.

LINE has 165 million monthly active users (MAU) across 230 countries and is the most popular chat application in the following countries:

• Japan (86 million MAU)
• Indonesia (13 million MAU)
• Thailand (45 million MAU)
• Taiwan (21 million MAU)

End users choose LINE because they can exchange text, video, images, and stickers; and have free VoIP calls and video conferences.

Use the LINE Official Account and its services to connect with your customers. By using the LINE Official Account, your business can have a dedicated LINE account to communicate with customers.

LINE offers different services based on the intended use.

Use the LINE Notifications Service (LNS) for one-way communication to share useful notifications, important updates and reminders, or design a creative campaign using rich content. Using LNS to send notifications through your LINE Official Account not only reduces the cost of text messages, but also guides customers to join your LINE Official Account, thus expanding your customer base. Use LNS to achieve the following:

• Increase customer satisfaction by being present on the communication channel that customers prefer.
• Connect with your customers over LINE directly by using their phone number.
• Tailor your message by building notifications using plain text or rich media.
• Cultivate an innovative brand image and improve your brand visibility.
• Build relationships using a personal touch.
• Create targeted notifications.
• Pay only for delivered messages.

Use the LINE Official Account two-way service to offer customer support.

Infobip offers integration with the LINE Official Account, which can be used for both one-way and two-way communication.

Available Solutions

LINE is available on the Infobip platform through the following solutions:

• OMNI API: LINE Notifications Service (one-way)
• Conversations or Conversations API: LINE Official Account two-way service
• Answers: LINE Official Account two-way service
• Moments: LINE Official Account two-way service

LINE offers different services based on the intended use.

• For one-way communication, use LINE Notifications Service to send informative messages using pre-approved templates. This service is available only over API.
• For two-way communication, use LINE Official Account two-way service to provide customer support or send engagement campaigns. This service is available on Moments, Answers, Conversations, and Conversations API.

LINE Notifications Service (one-way) is currently available only in Taiwan.

LINE Official Account two-way service is available in Thailand and Taiwan.

Technical Specifications

LINE Notifications Service (One-way)

The advantage of using LINE through API is that it enables you to have a failover in place in case LINE messages do not reach your customers. You can set up other mobile channels as a fallback option to make sure that important communications are delivered to your customers if the customers are not connected to the Internet or do not have the LINE app installed.

Using the OMNI API solution, you can automate mobile communication through your preferred channels, thus creating a unique customer experience while reducing costs.

LINE Official Account (Two-way Service)

The Messaging API enables data to be passed between the Infobip Contact Center as a Service (Conversations), the chatbot building platform (Answers), the customer engagement platform (Moments), and the LINE platform.

Requests are sent over HTTPS in JSON format.

The process works as follows:

1. The customer sends a message to your LINE Official Account, which is on the LINE platform.
2. The LINE platform sends a webhook event to the webhook URL of the Infobip platform.
3. Depending on the webhook event, the Infobip platform responds to the customer through the LINE platform.

Using the Infobip platform, you can send Push messages to your LINE Official Account subscribers at any time. When your customers reply to these Push messages, the replies go through the Infobip platform. The Infobip platform receives a replyToken along with the incoming message. The replyToken is valid for 30 seconds and can be used only once. So, you can send only one Push message with the replyToken as a response to a customer inquiry.

Push messages that are sent with the replyToken are free of charge while other Push messages are charged according to the official LINE prices, which can differ based on the country of origin of the LINE Official Account.

Before Getting Started

You must have an Infobip account to start setup. Log in or register for an account to continue setup.