As a key communication tool for businesses on the LINE platform, LINE Official Accounts offer two distinct chat response modes for handling customer inquiries: Chat mode and API mode (Chatbot mode). Each mode provides unique functionalities and advantages, catering to different business needs for group management and user engagement.
A. Chat mode enables businesses to engage in 1v1 conversations with users in a more personal manner or join group discussions for multi-person interactions. This mode promotes direct, two-way communication, allowing users to enjoy a more intimate and immediate service experience.
B. The chatbot mode (API mode) aims to enhance efficiency through automated responses. Businesses can access more tailored advanced features by activating the Messaging API, which facilitates 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 utilize LINE better, 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 dashboard, 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 is required, suitable for small businesses or individuals 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 dashboard.
2. Find the Chats.
3. Enable manual reply to respond to messages personally (free but time-consuming).
4. Manual replies have a time limit. Extend it if you want to avoid switching to auto-reply.
Chatbot mode (API Mode)
1. In the LINE Official Account dashboard, go to Settings > Messaging API and enable it.
2. Enter a service provider name (any name or your LINE Official Account name—this does not impact functionality).
3. The Privacy Policy and Terms of Service URLs can be left blank. Click OK to confirm.
4. Copy and paste the Messaging API Key and Channel Secret from the LINE dashboard into SaleSmartly.
5. Then you can reply to the customer in SaleSmartly and enjoy a range of SaleSmartly features:
(1) Intelligent contact Segmentation: Automatically categorize users based on messages, attributes, and behaviors.
(2) Automated replies: Deliver instant, professional responses based on customer inquiries.
(3) Dynamic contact management: Sort users into different lists for streamlined follow-ups.
(4) Custom workflow automation: Build tailored workflows based on specific business scenarios.
(5) Optimization and efficiency enhancements: Adjust automation steps to improve effectiveness.
(6) AI chatbot integration: Utilize AI-driven chatbots to understand customer intent and provide accurate, automated responses.
Further reading
All the Latest LINE Official Account Price in 2024 in One Article
LINE Official Account Guide: Setup Process and Basic Functions
Three ways to easily set up LINE automatic replies (salesmartly.com)
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