As the core tool for enterprises to communicate with customers on the LINE platform, the LINE official account provides two different chat response modes when customers come for consultation: chat message mode (Chat mode) and chat robot mode (API mode). Each mode provides different functions and advantages for enterprises in group management and user interaction.
A. Chat mode allows businesses to have one-on-one chats with users in a more personal way or be pulled into a group to participate in multi-person chats. This mode facilitates direct, two-way communication, allowing users to experience a more intimate and immediate service experience.
B. The chatbot mode (API mode) focuses on improving efficiency through automated responses. Enterprises can use more customized advanced functions by enabling the Messaging API, thereby enabling more complex interactions with users.
This article will analyze the advantages and limitations of these two models based on their application in LINE official account group operations , as well as how to choose the most appropriate model based on the specific needs of the enterprise, helping enterprises to better utilize the LINE platform, optimize user experience, and improve the efficiency of group management and user communication.
The difference between the two chat modes of LINE official accounts
Chat message mode (Chat mode) :
Basic automatic reply : In this mode, you can set up simple automatic replies in the LINE official backend, which are suitable for quick answers to common questions, welcome messages, and closing messages. However, the function of automatic replies is relatively limited and can only support basic questions and answers.
Easy to set up : No complicated configuration required, suitable for small businesses or individual users who do not need complex dialogue management.
Free: In this mode, sending messages does not count towards the limit of paid messages. Whether sending personal messages or group chat messages, it is free.
Chatbot mode (API mode):
Advanced automatic reply : connect third-party tools through open API interfaces to achieve advanced automatic reply and complex conversation management. Support more advanced functions, such as custom buttons, AI robot conversations, automatic assignment to specific customer service, etc. Suitable for enterprises that require high customization and scalability, and can be deeply customized according to business needs.
Full automation : Able to achieve a higher degree of automation, reduce manual intervention and improve efficiency.
There is a charge for the first reply to someone else's message. If you proactively send a message or reply to the second message onwards, you will be charged based on the number of people reached . If it is a group chat, assuming there are 500 people in the group, then 499 messages will be consumed (not counting your own).
How to set up these two modes for LINE official accounts
Chat mode (Chat mode)
1. You need to set the Chat mode in the Response settings under the settings mode of the LINE official account background.
2. Find the Chats chat background
3. Open manual reply and reply to the message yourself. (This does not require any fees, but you need to manually post to each group)
4. The manual mode reply is preset with a time limit. Once the time limit is reached, it will become an automatic reply. Therefore, if you need to maintain manual reply for a long time, you need to extend the time limit yourself.
Chatbot Mode (API Mode)
1. You need to find the Messaging API in the settings mode of the LINE official account background and click to enable it.
2. Fill in the service provider and enter any name or LINE official account name (the content here will not affect subsequent operations).
3. The privacy policy and terms of service URLs can be left blank, just click OK. Then confirm the account name and service provider name, and click OK.
4. Then copy and paste the Messaging API and Channel Secret information displayed in the LINE backend into SaleSmartly.
5. Then you can reply to the customer in SaleSmartly and enjoy a range of SaleSmartly features:
(1) Intelligent classification and grouping : Through automated rules, SaleSmartly can classify and group contacts based on their message content and customer attributes and behaviors.
(2) Automatic reply : The system can automatically send replies based on contact messages or customer feedback, providing timely feedback and professional services.
(3) Dynamic list management : Contacts and customers will be automatically sorted into different lists, which facilitates automatic follow-up and management.
(4) Customized automation processes : Users can customize automation processes according to different business scenarios and select appropriate automation scenarios to build intelligent workflows.
(5) Optimize automation steps : Users can add or optimize steps to improve automation efficiency and effectiveness.
(6) AI Chatbot Integration : SaleSmartly integrates chatbot technology to understand customer intent and provide automated, quick responses.
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