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Considerations for LINE in Service Cloud
LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Service Cloud.
Required Editions
| View supported editions. | |
This article applies to:
|
Enhanced LINE channels |
This article doesn’t apply to:
|
Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, and Bring Your Own Channel |
Content Sharing
You can send several types of content in LINE channels.
| Content Type | Limit |
|---|---|
| Text and emoji | 5000 characters. Some types of content, such as Kanji and emoji, count as multiple characters. To learn more, see the LINE documentation. |
| Images | 10 MB: .jpeg, .png |
| Audio | Inbound (customer to business) only. 25 MB: .mp4, .m4a |
| Video | 25 MB: .mp4 |
| Questions with options | 4 options for Buttons, 13 options for Quick Replies, 10 options for Card Carousel |
Content sharing in LINE has these limitations:
- Service reps and bots can receive audio messages, but they can’t send audio files or record and send voice messages.
- Documents are not supported.
- Image, audio, and video file URLs can’t exceed 2000 characters.
- LINE channels don’t support sending GIFs, PDFs, or other documents in either direction.
- If a question with options includes too many options, or if an option is too long, the message may be sent as plain text.
For details about which messaging components are supported in LINE, see Messaging Component Types and Formats. If you plan to offer messaging components in multiple languages, see Translate Messaging Components into Your Customer’s Language.
Moving LINE Channels Between Salesforce Orgs
For steps to move a LINE channel between sandbox and production orgs, see Moving Messaging Data Between Sandbox and Production.
Limitations
The unsend feature in LINE isn’t supported in Salesforce. If an end user unsends a message in a LINE conversation, the message is still visible in the conversation transcript in Salesforce.
- If a service rep opens the messaging session in multiple console tabs (for example,
opening it directly and then opening it through the Messaging End User record), several
known issues occur:
- Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate.
- The messaging inactivity timer fails for this messaging session.
