Reply on LINE from the message center

The message center is the shared inbox for web chat, LINE and email. LINE conversations are received, assigned, answered and linked here.

Receiving and assigning#

• Text, images, files and stickers from customers appear in the conversation; images and files open in place.
• Conversations waiting for a human are pushed to the Bookmi app and the notification center. Press Take over to own one.

Replying#

• Enter sends, Shift+Enter adds a line. Each agent reply uses one message.
• Images: the image button left of the input accepts jpg/png up to 10MB. Text and image go out together as one message.
• Templates: insert a LINE message template (created under Sequences → Message templates). Variables such as the customer's name are filled in; a template with an image queues the image too.
• Add to FAQ: next to each agent reply, saves the customer's previous question and this answer to the knowledge base so the AI can answer it next time.
• Correct: fix a wrong AI answer and save it.

When a message fails#

The reason appears above the input (quota exhausted, customer blocked you, connection problem, invalid token). The message stays in the conversation marked failed; the text is not lost.

Notes#

• Replies sent from the LINE app never reach Bookmi and leave a gap in the timeline. Reply from Bookmi.
• Images are fetched after arrival; refresh after a moment.
• Once the quota is used up, agents cannot send until the 1st of next month. Automatic replies are unaffected and sequences fall back to email where a fallback template exists.