Compliance and Guidelines
It is important to implement measures to stay compliant when communicating with customers over LINE. These measures include abiding by local rules and laws about customer data protection and messaging windows.
Non-compliance may result in being blocked from using a communication channel or being suspended permanently.
Currently, Infobip offers LINE services in Taiwan and Thailand.
LINE Notification Service (One-way)
Note
LNS is available over API only in Taiwan. LINE Corporation no longer offers LNS in Thailand.
LINE Phone Number Push (PNP) or LINE Notifications Service is one of the many features of the LINE Official Account that is offered exclusively to a limited number of LINE partners, including Infobip. LNS is intended for sending notifications and transactional messages. LNS does not allow marketing messages.
If you want to send notifications over LNS, your customers do not need to opt in, that is, they do not need to subscribe to your LINE Official Account. However, LINE will ask customers to verify their identity and confirm that they agree to receiving notification messages from you without opting in.
When customers receive your notification message for the first time, the process flow for the customer is as follows:
- The customer receives the following messages:
- Push notification message
- LINE Official Account message
- The verification process starts.
- If the verification is successful, the customer receives a confirmation.
- The customer receives your notification message.
Message Templates
To send notification messages, you must register your message templates and obtain approval from LINE Corporation. Your Infobip account manager will assist you in preparing for the review process.
- Avoid using promotional language because promotional, advertising, and marketing content is prohibited.
- Message templates must follow LINE guidelines.
The following table provides suggestions for the template content and timing of the message, and mentions industry restrictions.
| Notification Type | Suggested Message Content | Suggested Timing to Send | Industry Restrictions |
|---|---|---|---|
| Online shopping | Name, cost, and image of product | Purchase is complete | |
| Schedule appointment | Time, place, number of people | Scheduling is complete | Food and beverage |
| Appointment reminder | Time, place, number of people | Day before the appointment is due | Food and beverage |
| Point notification | Time, point | Getting the points | |
| Delivery time | Time, date | Day before the delivery is due | Logistics |
| Contract update or renewal | Product or service, due date | Before the due date for update or renewal | |
| Payment notification | Amount, payment time and date | Payment is complete | |
| Payment delivery content | Amount, time | When delay occurs | |
| Return delayed content | Product, time | When delay occurs | |
| Flight notification | Flight number, delayed or cancelled content | Flight delayed or cancelled |
LINE Official Account (Two-way Service)
Use the LINE Official Account two-way service to send general information, sales and marketing activities, and special promotions to your customers.
If you want to communicate with new and existing customers over LINE, your customers must opt in, that is, they must add your LINE Official Account as a friend.
The service uses an ID as an identifier.
LINE two-way service is available on the Infobip platform through the following solutions: