"Cross-channel invitation" helps you easily guide customers from various platforms such as FB Messenger, Instagram, etc., to your LINE Official Account (LINE OA), and automatically unify customer data across different channels.
# Do You Face These Challenges When Redirecting Customers to LINE?
When you start a conversation with a customer via social media posts or ads and then guide them to your LINE OA for long-term engagement, you may encounter the following issues:
- Customers have to repeatedly provide the same information, leading to a poor experience
- Customer service agents spend extra time manually identifying and managing customer profiles
- Without unified data, remarketing efforts may be ineffective
These problems can be easily solved by using the "Invite to target channel" feature!
# Where Can You Use Cross- Channel Invitations?
Currently, you can guide contacts from the following platforms to your LINE OA:
- Web Chat Widget
# How to Set Up and Use It?
- Step 1: Set the Tag for Channel Invitations
When sending a Channel Invitation to a contact, you can attach tags. Only Primary Admins or Owners can set this.
Go to: Settings → Conversation Settings → Channel Invitation Settings
User permissions for CAAC are shown in the diagram. For more details, refer to: “Tutorial｜CAAC User Roles”
- Step 2: Generate the invitation link inside the contact’s chat window
- Step 3: Send the Invitation
⚠️ Each invitation link is unique to one contact, can only be used once, and is valid for 24 hours.
Before sending, you can customize:
-
- Which LINE Channel the contact will be invited to
- Which agent the contact will be assigned to
- What tags to apply to the contact
Note: Agents cannot create new tags, they can only select from existing tags
- The invitation message that will be sent along with the link
CAAC will remember your last message content for convenience
- Step 4: Confirm the Cross- Channel Invitation Has Been Sent
- Step 5: Wait for the Customer to Join LINE OA via the Invitation
Customer View Example: Customer clicks the invitation and sends the assigned message to your LINE OA.
- Step 6: Confirm the Contact Has Successfully Sent the Invitation Message
If an agent was assigned during the invitation setup, a confirmation message will automatically appear in the chat after the customer sends the invitation message (as shown in the bottom right corner of the image).
- Step 7: Confirm the Customer’s Identity Has Been Bound Across Channels
⚠️ Identity binding may take 3–5 minutes. After waiting, confirm binding as shown below.
Once the identity match is successful, a system message like "Contact data has been merged" will appear in the chat window.
⚠️ Important Notes
- Make sure the invitation message is clear to avoid customer confusion
- Each cross-channel binding link is valid for 24 hours — remind customers to complete the process promptly
- Each link can only be used once. If the customer tries to reuse an already-used link, an error message will appear
# Product Limitations
When using the “Redirect Invitation” feature, please note the following limitations depending on the user’s device or platform:
-
Android Devices:
If users cannot directly open invitation links through Facebook or Instagram, please ask them to tap “Open in Browser” and try again.
-
iPad:
Currently, iPad does not support opening links through the “Open in Browser” option. Thus, if the invitation link does not work on an iPad, this feature temporarily cannot be used on this device.
-
Desktop Computers:
Remind your contacts not to click the invitation link directly on desktop computers. Instead, advise them to scan the QR code with their mobile device to join the LINE Official Account.
# Frequently Asked Questions
Q: Why can’t the contact successfully open the Redirect Invitation link to join LINE?
A:Please refer to the Product Limitations section. If the issue persists, feel free to reach out to our customer support team for assistance.
Q: What if the customer doesn’t join within 24 hours?
A: You can simply send them a new invitation link.
Q: I’ve completed all the steps, but the customer info still isn't unified across platforms. Why?
A: Please check that the customer did not edit the default binding message.
For example, if the default message is:
“Please send the code to complete the invitation: unify.25Hst74D”
But the customer changes it to:
“Please send the code to complete the invitation: unify.25H”
The binding will fail.
Q: Why can't I find the icon to create the cross-channel invitation?
A: Cross-channel invitation is only available for brands who connect multiple channels with CAAC. Therefore, if there's only one channel connected to your CAAC, you cannot create a cross-channel invitation.