SalesIQ Integration with LINE: API Rate Limit Issue and Pre-Chat Flow Concerns

Hello SalesIQ Developer Team.

I have investigated the issue and found that the LINE Rate Limit is being consumed unusually quickly.

LINE API free usage limit: 300 messages per month per brand.

This limit will be reached within the first few days.

1. LINE API Rate Limit is reached very quickly when integrated with SalesIQ

Could you please check whether SalesIQ sends Pre-Chat messages to Line API using a "replyToken"?

Because if messages are sent to Line API without a "replyToken", they will be counted toward the message quota. This may be the reason why the rate limit is being exhausted very quickly.

SalesIQ > Flow Controls > Pre-Chat Questions

When customers do not answer the questions or click “Skip,” SalesIQ repeatedly sends the same questions (such as name, phone number, and email address) to the customer.

Recommendations

Use the LINE Messaging API "Send Reply Message" with a "replyToken for Pre-Chat responses.

Flow Controls (Pre-Chat) should send responses using a replyToken so that the messages are not counted against the LINE message quota.

https://api.line.me/v2/bot/message/reply

instead of Push Message.

This is because Push Message counts toward the message quota for every message sent, which can cause the API rate limit to be reached very quickly.

2. Operators do not receive customer messages if the customer does not answer the Pre-Chat questions or clicks "Skip."

When customers do not answer the Pre-Chat questions or click “Skip,” Flow Controls does not forward the customer’s messages to the operator.

As a result, customer messages and potential contact opportunities may be missed.

Recommendations

Add a setting option in Flow Controls to enable or disable immediate message forwarding to operators.

There should be a configuration option that allows customer messages to be forwarded to operators immediately, regardless of whether the customer has completed the Pre-Chat questions.

This would help prevent missed customer inquiries and lost communication opportunities.

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For your reference about Line API

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In the LINE Messaging API, the choice between a Reply Message and a Push Message comes down to who initiates the interaction, timing, and cost.

Here is a breakdown of how they differ:

Quick Comparison

Feature	Reply Message (/v2/bot/message/reply)	Push Message (/v2/bot/message/push)
Initiator	User (The bot responds to a user's action)	Bot/Server (The bot sends it proactively)
Target Identifier	`"replyToken"` (Extracted from the incoming webhook)	`userId`, `groupId`, or `roomId`
Timing	Immediate. Must be used right after the webhook event occurs.	Anytime. Can be sent asynchronously whenever needed.
Reusability	One-time use. The token expires after it is used once.	Reusable. You can send messages to the same ID repeatedly.
Cost / Quota	Free (Does not consume your paid monthly message quota).	Consumes Quota (Counts against your monthly limit/pricing plan).

Thank you and Regards.