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Tutorials｜CAAC - Group Chat

  • Updated
    💁‍♀️ CAAC Group chat highlights

    1. Interact with multiple contacts simultaneously to enhance service efficiency

      • Group chat allows brand representatives to interact with multiple contacts simultaneously, improving service efficiency.

    2. Data retention and seamless workflow transition

      • Ensure the integrity of all customer and conversation data, preventing data loss due to staff turnover.

    3. Maintain a clear boundary between personal and work life

      • Separate work messages from personal LINE accounts to maintain a balance between work and personal life.

    ⚠️ Limitations of LINE OA Group Chat

    1. Group chats must be initiated by a personal account

      • Group chat must be created by a personal account, not directly by a LINE OA.

    2. Limitations on group members and LINE OA

      • Each group can have a maximum of 500 members, including one LINE OA account. Only one LINE OA can be added to a single group.

    3. LINE OA cannot access certain group functions

      • LINE OA cannot access the album, shared notes, or announcement functions in group chat.

      • LINE OA also cannot use the @ function.

    4. Limitations of unverified LINE OA

      • For unverified LINE OA (gray shield), you can only obtain the profile information of members who have spoken in the group after the OA has joined.

      • In contrast, verified LINE OA (blue or green shield) can access the profiles of all group members.

    ⬇️ Pre-setup in LINE Official Account Manager

    1. Before using Group Chat, please configure your account settings in LINE OA Manager

    1. Go to the LINE Official Account Manager settings.

    Go to the LINE Official Account Manager settings.

    2. In the settings page, click "Account Settings."

    In the settings page, click "Account Settings."

    3. In Account Settings, under the Toggle features "Group and Multi-Person Chats," change it to "Allow account to join groups or multi-person chats."

    In Account Settings, under the Toggle features "Group and Multi-Person Chats," change it to "Allow account to join groups or multi-person chats."

    4. Once the settings in LINE Official Account Manager are enabled, your brand can start communicating with contacts via group chat in CAAC!

    Once the settings in LINE Official Account Manager are enabled, your brand can start communicating with contacts via group chat in CAAC!

    ⬇️ How to add your brand's LINE OA to a group

    1. LINE OA must be added to a LINE group or multi-person chat by a personal account.

    5. Create a group or multi-person chat using a personal account (mobile version).

    Create a group or multi-person chat using a personal account (mobile version).

    6. Create a group or multi-person chat using a personal account (desktop version).

    Create a group or multi-person chat using a personal account (desktop version).

    7. Invite the LINE OA to join the group or multi-person chat using a personal account.

    Invite the LINE OA to join the group or multi-person chat using a personal account.
    ⚠️ We recommend following the process below to add your brand's LINE OA to a group or multi-person chat:
    1. 【Personal account】invite【Brand LINE OA】to a group or multi-person chat
    2. 【Personal account】sends a specific keyword > Trigger agent assignment >【Brand LINE OA】The assigned person takes over as the primary communicator (Personal account can stay in the group or leave)
    3. Due to LINE's limitations, it is recommended that the【Personal account】first sets service information as an announcement (e.g., brand LINE OA service hours, and explanations that LINE OA cannot manage albums, notes, or announcements).

    ⬇️ After LINE OA is added to a group or multi-person chat, you can start chatting via CAAC

    8. You can see the group chat window in CAAC and assign agents accordingly.

    You can see the group chat window in CAAC and assign agents accordingly.

    ➡️ Brands Can View Group Profiles

    • Quickly Identify Group Information
      Easily access group details, membership levels, and assigned service agents at a glance, enabling effortless identification of high-value customers and personalized service delivery.
    • Accurately Confirm Group Company Information
      Even if the group name is unclear, easily verify the group's company information to ensure precise and effective communication.
    • Clearly Identify Service Agents
      Quickly determine the assigned service agent for the group, enhancing the brand's customer relationship service quality.

       

       

      📝 New items in Insights

      For detailed information on Data Insights, please refer to:

      Tutorials｜CAAC Insights - Contacts
      Tutorials | CAAC Insights - Conversation, Efficiency, Team

    9. Contacts - Added "New Group" "Handled Group"

    1. New Group：Total number of new groups initiating their first conversation within the selected filter.

    2. Handled Group：The number of groups receiving at least one message from agent within the selected filter.

    Contacts - Added "New Group" "Handled Group"

    10. Teams - Added "New Group" "Handled Group"

    1. New Group：Total number of new groups initiating their first conversation within the selected filter.

    2. Handled Group：The number of groups receiving at least one message from agent within the selected filter.

    Teams - Added "New Group" "Handled Group"

     

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