> For the complete documentation index, see [llms.txt](https://docs.omnichat.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.omnichat.ai/en/features/conversation-2.0/line-group-chat.md). # LINE Group Chat With LINE group chat, you can communicate with multiple customers or teammates in one conversation. It helps improve teamwork, keeps communication clear, and provides a better service experience. Omnichat now supports LINE group chat! 🙌 You can start a LINE group chat with customers directly in Omnichat. Whether you need to involve several customers in one conversation, help them communicate together, or work with your team to solve issues, group chat makes everything smoother and easier to manage. In this article, you'll learn how to create a LINE group chat, manage it from the Omnichat console, and find out which team roles have access to this feature. We'll also guide you through the group settings, messaging tools, and how to manage group conversations step by step. * [Supported Roles](#supported-roles) * [Preparation: Set up in LINE Developers Console](#preparation-set-up-in-line-developers-console) * [Create a Group Chat](#create-a-group-chat) * [Manage a Group Chat](#manage-a-group-chat) * [Add members to the group chat](#add-members-to-the-group-chat) * [Remove members from the group chat](#remove-members-from-the-group-chat) * [Group Details and Group List](#group-details-and-group-list) * [Messaging Features in Group Chat](#messaging-features-in-group-chat) * [Message fee](#message-fee) * [Supported Message Types](#supported-message-types) * [Mention using @](#mention-using) * [Reply (Quote) messages](#reply-quote-messages) * [Unsend messages](#unsend-messages) * [Conversation Management](#conversation-management) * [Group chat list](#group-chat-list) * [Filter group chats](#filter-group-chats) * How to manage group chats: [Follow-up](#follow-up), [Transfer](#transfer), [Close](#close), and [Reopen](#reopen) ### Supported Roles This feature is currently available to Administrator, Manager, Customer Service Manager, and Customer Service. It's not yet available for Sales Manager and Salesperson. ### Preparation: Set up in LINE Developers Console To use the group chat feature, follow the steps below: 1. Go to LINE Developers console > Message API.
2. In the middle of the page, find "Allow bot to join group chats" and click "Edit".
3. Find "Toggle features" and turn on "Allow account to join groups and multi-person chats".
If this setting is not turned on, LINE will automatically remove the official account from the group when you try to add it. This will prevent the group chat feature from working properly. ### Create a Group Chat {% hint style="warning" %} Group chats can only be created using a personal LINE account. LINE Official Accounts can't be used to create a group.\ You can add the official account when creating a group chat, or add it manually after the group chat is created. {% endhint %} ### Step 1: Open LINE with your personal account. Tap the + icon in the top right corner, then select "Group".
You can also go to the Home tab, tap "Add Friends" icon at the top, then tap "Create a Group".
### Step 2: Select friends to invite. You can also add the LINE Official Account to the group chat at this step, **and** then tap "Next" in the top right.
### Step 3: Set up group chat information
1. **Group Name**: Enter a name for the group. This name will show in the conversation list on the Omnichat console. 2. **Photo**: Upload a group avatar. It'll also show in the Omnichat console to help you easily identify the group. 3. **Auto-join Option**: Choose whether invited friends will join the group automatically. * **Turned on**: Invited friends will join the group automatically. * **Turned off**: Invited friends will receive an invite message and can choose to join or decline.\ If they decline, the group creator will not be notified. Their status will show as "Invited". {% hint style="danger" %} **Reminder**: If you choose to turn off the "Auto-add friends to group" when creating the group, you can still change this setting later in the group settings. However, it can only be modified once and cannot be changed again afterward. {% endhint %}
### Manage a Group Chat #### Add members to the group chat {% hint style="warning" %} * A LINE Official Account is not able to add members to a group chat directly. Only existing group members using personal LINE accounts can invite friends or add a LINE Official Account to the group. * A group can only add one LINE Official Account. Any attempt to add a second LINE Official Account will be blocked by the system. {% endhint %} There are two ways to add members to a LINE group chat: 1. A group member invites a friend. Tap the icon at the top right, select "Invite", and choose the friends you want to add to the group chat.
After adding the friend, once a group member sends a message and the page is refreshed, the member list at the bottom right of the conversation will be updated.
2. A group member adds a LINE Official Account. * You can choose to add the LINE Official Account when creating the group or add it later after the group is created. Both ways are supported. * Once the LINE Official Account is added successfully, and any group member sends a message, Omnichat will automatically create a conversation. It will show up in the "Open - Live Chat" section under Conversation in Omnichat console. * Please note that any group member can add a LINE Official Account to the group. No approval is needed from the brand. * The system does not record which group member added the official account, so you won't be able to check who added it.
{% hint style="info" %} If it's a group collaborative conversation (available for teams with the collaborative conversation feature enabled), the person who follows up the conversation can add collaborators in the "My Cases - Progress" section. For a step-by-step guide, please see [here](/en/features/conversation-2.0/collaborative-conversation.md). {% endhint %} #### Remove members from the group chat In a LINE group chat, members can be removed in the following three ways: 1. **A group member manually removes another member.**
After a member is removed, once someone in the group sends a message and the page is refreshed, you'll see the removed member no longer appears in the member list at the bottom right of the conversation.
2. **The LINE Official Account was manually removed by a group member.** There are two situations where this can happen: * **Removed by a group member**: If a group member removes the LINE Official Account from the group chat, and the conversation is in "Open - Live chat" or "My Cases - Progress", the system will automatically close the conversation. * **All members leave the group**: If all members leave the group chat, the LINE Official Account will be removed by the system. If the conversation is in "Open - Live chat" or "My Cases - Progress", it will also be automatically closed. 3. **The LINE Official Account leaves the group on its own.** If the conversation is in "Open - Live chat", "My Cases - Progress", "My Cases - Closed" or "Team Cases - Closed", the brand can leave the group using the button at the bottom right of the conversation.
{% hint style="info" %} If the conversation is a group collaborative conversation (available only to teams with collaborative chat enabled), only the person who follows up the conversation can leave the group. Collaborators cannot leave the group. {% endhint %} **What happens after the LINE Official Account leaves the group** * Conversation status: * The group chat will automatically move to the "Closed" section. * If the conversation was pinned, it will be unpinned automatically. * The conversation cannot be reopened or used to send messages. * Conversation display: * The message history will still be available in the "Closed" section. * The group member count will show as 0. * If the LINE account has a blue or green shield, the original group member list will no longer be visible. ### Group Details and Group List #### Group Details
1. **Group Name:** * The group name can't be edited by the brand. It can only be changed by group members. * The maximum length for a group name is 50 characters. * Changes to the group name won't update right away in the Omnichat console. The name will refresh only when a new member joins or leaves the group. 2. **Group Avatar:** * The brand cannot edit the group avatar. It can only be changed by group members. * If no photo is set, the default LINE group image will be used. * Changes to the group avatar won't update right away in the Omnichat console. It will refresh only when a new member joins or leaves the group. {% hint style="info" %} You can update the group name and group avatar in the LINE group chat. Follow the steps below: 1. Tap the hamburger icon at the top right in the group chat. 2. Tap Settings. 3. Tap the camera icon to change the group avatar, or tap Group Name to edit the group name. {% endhint %}
3. **Notes:** * Character limit: Up to 1000 characters. * Notes are only visible and editable by the brand in the Omnichat console. 4. **Group Member List:** Shows all members in the group except for the LINE Official Account. #### Differences in Group list Display Based on LINE Account Type | Blue Shield and Green Shield | Grey Shield | | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Customer information will be displayed in Omnichat for all members who are in the same group chat as the LINE Official Account, whether they have blocked the brand, have not added the brand as a friend, or have already added the brand as a friend. | |
#### Group List
1. Group Member Count: * The total does not include the LINE Official Account. * Each group can include only one LINE Official Account. The maximum number of members, including the official account, is 500. 2. Group Member's Name * Omnichat social contact: Shows the contact name stored in the Omnichat console. * Non-Omnichat social contact: Shows the name the member has set in their own LINE account. 3. Group Member's Avatar: If a member updates their profile photo, the new avatar will be updated in the group after someone sends a message and the page is refreshed. 4. Search Members: Use the search bar to find a group member by name. 5. More Options (⋯ icon): The options shown will vary depending on whether the member is an Omnichat contact.
* For group members who are already social contacts in the Omnichat console, two options will be available: * **Go to conversation**: What you see will depend on whether there is an existing conversation with the contact and whether the role has the authority to operate the conversation. * If there is an existing conversation with the contact, and the role has the authority to operate the conversation, a new tab will open and take you directly to the conversation. * If there is an existing conversation, but the role does not have the authority to operate the conversation, an alert message will be shown. * If there is no existing conversation with the contact, the system will automatically create a new conversation. * **Copy UID** * For group members who are not social contacts in the Omnichat console, since no conversation has been created, only the option "Copy UID" will be available. {% hint style="info" %} List Update: When there are changes in the group, such as members joining or leaving, the member list will update after someone sends a message and the page is refreshed. {% endhint %} ### Messaging Features in Group Chat #### Message fee When the LINE Official Account sends a message in a group chat, message usage is calculated based on the number of group members. The member count is taken from the number shown in the member list at the bottom right of the group chat. This count does not include the LINE Official Account. **How usage is calculated: 1 message × number of group members = total message usage** * Example: If a group has 2 members, and the cost per message is $0.50: * Sending 1 message to 2 members:\ → Message usage = 1 × 2 = 2 messages\ → Fee = 1 × 2 × $0.50 = $1 * Sending 10 messages to 2 members:\ → Message usage = 10 × 2 = 20 messages\ → Fee = 10 × 2 × $0.50 = $10 #### Supported Message Types | Supported Message Types | Unsupported Message Types | | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------ | | | | #### Mention using @ This feature is only available to group members using personal LINE accounts. LINE Official Accounts cannot use the @mention function. Group members can mention others in the following ways: * Mention another member: Use `@member name` to tag someone in the same group. * Mention everyone: Use `@All` to tag all members in the group. * Mention the LINE Official Account: Use `@LINE Official Account` to tag the brand. When the LINE Official Account is mentioned, a "You have been mentioned" notification will be shown in the conversation preview. * This alert stays visible until the message is read. * Clicking the "You have been mentioned" notification will take you directly to the mentioned message, making it easier to follow the context.
#### Reply (Quote) messages This feature is only available to group members using personal LINE accounts. LINE Official Accounts cannot use the reply (quote) function. When a group member replies with a quoted message in LINE, the quoted content will be shown in the Omnichat console as well.
#### Unsend messages This feature is only available to group members using personal LINE accounts. LINE Official Accounts cannot use the unsend function. Omnichat doesn't keep the original content of a message after it's been unsent. Once a message is unsent, it can't be recovered.
{% hint style="success" %} **Conversation** **Preview After a Message Is Unsent** * If the unsent message is the most recent one in the conversation, the preview will update to show the previous message. * If there are no other messages in the conversation, the preview will be blank. * Once a message with an @mention is unsent: * If there are other messages in the conversation that include @mentions, the preview will show the most recent message. * If there are no other messages with @mentions, the preview will continue to show the "You have been mentioned" notification until the LINE Official Account reads the message. {% endhint %} ### Conversation Management #### Group chat list
1. Group Name: Shows the custom group name set by members + total number of group members * If the group name is too long, the system will shorten it by hiding the middle part and showing the last three characters. For example: Omnichat... Campaign Group (19) 2. Message Preview * Message Content: Displays the most recent message. If there are no messages in the group, nothing will be shown. * Message Time: Reflects the time the most recent message was sent. If there are no messages in the group, the group creation time will be used instead. 3. Unread Messages: Displayed the same way as in 1-on-1 conversations. 4. Pinned & Wait Time Indicators: This works the same way as in 1-on-1 conversations. * [Pinned Conversations](/en/features/conversation-2.0/layout/conversation-cases-and-statuses.md#pinned-conversations) * Only conversations under "My Cases - Progress" can be pinned. * Once the conversation ends, the pinned status will be removed automatically. * [Wait Time Indicator](/en/features/conversation-2.0/layout/managing-conversations/conversation-panel.md#extra-information): Group conversations also support the wait time indicator. {% hint style="danger" %} Searching group conversations by group name isn't available yet, but this feature will be available soon. {% endhint %} #### Filter group chats You can filter and sort group conversations based on their status to help you quickly find the ones that need attention.
1. **Open - Live chat**
* Sort: By time of last message: Newest to oldest / Oldest to newest * Filter: * Conversation Type: By default, all conversations are shown. You can choose to show only personal conversations or group conversations. * Overtime Waiting: Sort conversations by how long the contact has been waiting, from longest to shortest. 2. **My Cases - Progress**
* Sort: * By time of last message: Newest to oldest / Oldest to newest * By follow-up time: Newest to oldest / Oldest to newest * Filter: * Conversation Type: By default, all conversations are shown. You can choose to show only personal conversations or group conversations. * Follow-up Type: By default, all conversations followed by you are shown. You can choose to filter by conversations you follow or collaborative conversations. * Other Conditions: You can filter by "Overtime Waiting" or "Unread Messages". 3. **Closed**
* No sorting available for closed conversations. * Conversation Type: By default, all conversations are shown. You can choose to show only personal or group conversations. * Follow-up Type: By default, all conversations followed by you are shown. You can choose to filter by conversations you follow or collaborative conversations. #### How to manage group chats: Follow-up, Transfer, Close, and Reopen #### Follow-up * From "Open - Live Chat": * Bulk follow-up is supported. * Roles allowed to follow up: Administrator, Manager, Customer Service Manager, Customer Service. * From "Team Cases - Progress": * Bulk follow-up is not supported. * Roles allowed to follow up: Administrator, Manager, Customer Service Manager. #### Transfer Group conversations in "Team Cases - Progress" can be transferred to another team member. * Only individual transfers are supported. Bulk transfer is not supported. * Roles allowed to transfer: Administrator, Manager, Customer Service Manager, Customer Service. #### Close Group conversations can be closed from either "Open - Live Chat" or "Team Cases - Progress", and bulk close is supported. * If any member in the group sends a new message after the conversation is closed, it will reopen in "Open - Live Chat". * Roles allowed to close conversations: * From "Open - Live Chat": Administrator, Manager, Customer Service Manager, Customer Service. * Only the person who followed up can close the conversation from "Team Cases - Progress". {% hint style="info" %} If team collaboration is enabled (applies to teams with follow-up permissions), the conversation will reopen in "Team Cases - Progress" when a member sends a new message in the group. {% endhint %} #### Reopen * Bulk reopen is supported. * Roles allowed to reopen conversations: * The person who follow up the conversation can reopen it from "My Cases - Closed". * Administrator, Manager, and Customer Service Manager can reopen from "Team Cases - Closed".