Guided Conversations in LINE

Guided Conversations in LINE

What is Guided Conversations? 

Guided Conversations is a comprehensive conversation builder platform that easily integrates with other applications. GC has ready-to-use components that allow you to build a predefined flow for any use case that you have in mind.

How are the benefits of GC?
  • Establishing adaptable self-service workflows.

  • Constructing automated conversations to assist prospects and customers.

  • Developing in-app guidance to support sales and service calls.

  • Minimizing the need for developer intervention.

What are blocks?

Blocks are the fundamental units of the Zoho Desk's Guided Conversations flow Builder. The GC flow builder offers blocks that cater to various business scenarios. Whether you need to display images or add emojis to create a welcoming message for your customers, you can achieve it all by using the appropriate blocks in the flow you are building.

Why use GC in LINE?

  • Wide user base: LINE has a large and growing user base, making it an excellent platform to reach a broad audience with a self-service bot.
  • Ease of use: LINE interface is user-friendly, making it easy for users to interact with the GC chatbot.
  • 24/7 availability: GC chatbot on LINE can provide round-the-clock customer support, ensuring that users can get assistance at any time. The bot can easily scale to handle increasing numbers of users without compromising performance.
  • Instant responses: You can handle multiple queries simultaneously, providing instant responses to users and reducing wait times.
  • Automate processes: Routine tasks, such as answering FAQs, processing orders, and scheduling appointments, can be automated, freeing up human resources for more complex tasks.
  • User-friendly interface: LINE offers a familiar and convenient platform for customers to interact with the business, as it's widely used globally.
  • Improved customer retention: Increases customer loyalty by providing quick and efficient service, making it easier for customers to resolve their issues.
  • Brand image enhancement: Demonstrates a commitment to innovation and customer service excellence, enhancing the brand's reputation.

Types of blocks and their compatibility

Easily create your bot in just a few minutes using the Guided Conversations (GC) builder. This will help you address simple customer questions and issues on your configured LINE channel. To fully leverage the Blended Conversations feature in Zoho Desk, start by noting which blocks are supported in LINE.  
  • Response blocks

  • Action blocks

Response cards

The response blocks can receive input or display a message to the user.
1. Message cards  

Type

LINE Channel

Text

Yes, only text. No text formatting and attachments are allowed.

Info Card

No

2. Question cards

Type

LINE Channel

Text

Yes

Image

Yes

Video

Yes

Audio

No

File

Yes

Slider

No

Email

Yes

URL

Yes

Currency

Yes

Calendar

Yes

Number

Yes

Location

No

3. Choice cards

The choice block allows users to choose one or more options from an available list.

Button  

Type

LINE Channel

Text

Yes - A total of 13 buttons with a max of 20 characters each

URL

No

Image

No

Video

No

Audio

No

Smiley

No

Feedback

No

Dynamic button  

Type

LINE Channel

Text

No

Choice block

Type

LINE Channel

Static card

No

Dynamic card

No

Action cards

The action blocks help perform a range of actions in the back-end, generally altering the course of a conversation. 

Type

LINE Channel

Jump

Yes

Fork

Yes

Operation

Yes

Webhook

Yes


Steps to create a new flow for LINE channel

1. Navigate to Setup > Self Service > Guided Conversations.
2. Select the department where you want to build the conversation flow and click Create Flow.



3. In the Create Flow form, enter the Name and Description, choose the LINE channel for the conversation flow, and click Next.  

1. Navigate to Setup > Self Service > Guided Conversations.
2. Select the department where you have built the conversation flow.



3. Select Edit.
4. In the Edit Flow form, select LINE and Save.


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