---
schema_version: "1"
id: 51ca5c6068e471b85fdb9f0d1b592318c2efc9a2078efc560bd987185bac0890
title: Considerations for LINE Messaging Channels
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_line_considerations.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_line_considerations.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f1a0aee5d5bca65db3f7ba5045012be2bba2aac51f6d4c0a3df784e88ce30710
description: LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud).
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Considerations for LINE Messaging Channels

LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud).

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
        <col style="width:50%">
        <col style="width:50%">
      </colgroup>
      <tbody>
        <tr class="">
          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <a name="messaging_line_considerations__d197e2638"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_line_considerations__d197e2638" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
            <strong>This article applies to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced LINE channels</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
            <strong>This article doesn’t apply to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
            WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple
            Messages for Business, and Bring Your Own Channel</td>

        </tr>
      </tbody>
    </table>

## Content Sharing

You can send several types of content in LINE channels.

 
| Content Type | Limit |
| --- | --- |
| Text and emoji | 5000 characters. Some types of content, such as Kanji and emoji, count as multiple characters. To learn more, see the [LINE documentation](https://developers.line.biz/en/docs/messaging-api/text-character-count/). |
| Images | 10 MB: .jpeg, .png |
| Audio | Inbound (customer to business) only. 25 MB: .mp4, .m4a |
| Video | 25 MB: .mp4 |
| Questions with options | 4 options for Buttons, 13 options for Quick Replies, 10 options for Card Carousel |

Content sharing in LINE has these limitations:

- Service reps and bots can receive audio messages, but they can’t send audio files or record and send voice messages.
- Documents are not supported.
- Image, audio, and video file URLs can’t exceed 2000 characters.
- LINE channels don’t support sending GIFs, PDFs, or other documents in either direction.
- If a question with options includes too many options, or if an option is too long, the message may be sent as plain text.

For details about which messaging components are supported in LINE, see [Messaging Component Types and Formats](https://help.salesforce.com/s/articleView?id=service.messaging_component_formats.htm&release=264.0.0&type=5 "With messaging components, you can send structured content such as questions with options in enhanced Messaging channels and Enhanced Chat. Learn the purpose, format, and setup process of each component type."). If you plan to offer messaging components in multiple languages, see [Translate Messaging Components into Your Customer’s Language](https://help.salesforce.com/s/articleView?id=service.messaging_components_translate.htm&release=264.0.0&type=5 "Show messaging components in a customer’s preferred language with the help of Translation Workbench. For example, when you send a French-speaking customer a question with three options, show the question and options translated into French.").

## Moving LINE Channels Between Salesforce Orgs

For steps to move a LINE channel between sandbox and production orgs, see [Moving Messaging Data Between Sandbox and Production](https://help.salesforce.com/s/articleView?id=service.messaging_sandbox_data.htm&release=264.0.0&type=5 "Learn best practices for moving Messaging channels, data, and configurations such as messaging components between sandbox and production orgs. This article applies to sandbox-to-sandbox, sandbox-to-production, and production-to-production moves.").

## Limitations

The unsend feature in LINE isn’t supported in Salesforce. If an end user unsends a message in a LINE conversation, the message is still visible in the conversation transcript in Salesforce.

- If a service rep opens the messaging session in multiple console tabs (for example, opening it directly and then opening it through the Messaging End User record), several known issues occur:
    - Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate.
    - The messaging inactivity timer fails for this messaging session.