# Line Help Centre — full text > Customer help for Line, the UK business phone, messaging and AI agent platform. Each article is plain Markdown. Add `.md` to any article URL to get the source. Articles: 59. Index: https://useline.io/help/llms.txt --- # Create your Line account > Go to /signup, enter your name, work email and a password, accept the terms, then enter the 6-digit code that Line emails to you. Source: https://useline.io/help/getting-started/create-your-account Section: Getting started Last updated: 2026-11-05 You create a Line account at [/signup](https://useline.io/signup). Line then emails you a 6-digit code to confirm your email address. ## Before you start - A new account creates a new workspace. If your team already uses Line, do not sign up. Ask an **Owner** or **Admin** of that workspace to invite you. See [Invite team members](https://useline.io/help/team/invite-team-members). - Use an email address that you can open now. You need the code from it. ## Create the account 1. Go to [/signup](https://useline.io/signup). 2. Enter your **First name** and **Last name**. 3. Enter your **Work email**. 4. Optional: enter your **Mobile**. Select the country code first if your mobile is not a UK number. 5. Enter a **Password**. Use at least 8 characters, with 1 number and 1 symbol. 6. Tick the box to accept the **Terms of Service** and **Privacy Policy**. Line does not create an account without it. 7. Select **Create account**. ## Verify your email Line opens the **Verify your email** screen and sends a 6-digit code to your email address. 1. Open the email from Line. 2. Enter the code. 3. Select **Verify code**. If the code does not arrive, check your spam folder. To get a new code, select **Send it again**. After each new code, you must wait 60 seconds before you can send another. When the code is correct, Line opens **Set up your workspace**. See [Set up your workspace](https://useline.io/help/getting-started/set-up-your-workspace). ## Sign up on your phone You can also create an account in the Line mobile app. The app asks for the same details and sends the same code. The app does not sell a number. You finish the number and payment steps on the web. See [Use Line on your phone and computer](https://useline.io/help/getting-started/mobile-and-desktop-apps). ## Common problems **The Google and Apple buttons do not work.** These sign-in options are not available yet. They show **Coming soon**. Use your email and a password. **The form says I must accept the terms.** Tick the terms box, then select **Create account** again. **I want to change my email address later.** You cannot change the email address on an account. Choose the address carefully when you sign up. ## Related articles - [Set up your workspace](https://useline.io/help/getting-started/set-up-your-workspace.md): After you verify your email, answer five short questions, then follow the six setup steps to choose a plan, get a number, pay and test it. - [Invite team members to your workspace](https://useline.io/help/team/invite-team-members.md): Go to Settings > Team, select Invite a teammate, enter their email and role, then send. The invite link works for seven days. - [Fix sign-in problems](https://useline.io/help/troubleshooting/sign-in-problems.md): Reset a forgotten password, sign in with an email code, or use a recovery code if you lost your two-factor device. Then contact support. - [Choose a number during setup](https://useline.io/help/getting-started/choose-a-number.md): In setup, take the UK mobile number that Line picks for you, or search by town or digits, then pay through Stripe to make it live. --- # Set up your workspace > After you verify your email, answer five short questions, then follow the six setup steps to choose a plan, get a number, pay and test it. Source: https://useline.io/help/getting-started/set-up-your-workspace Section: Getting started Last updated: 2026-11-05 Roles: Owner, Admin Workspace setup has two parts. First you answer five questions about your business. Then a setup screen takes you through six steps, from your number to the dashboard. ## Before you start - You need the **Owner** or **Admin** role. A **Member** goes straight to the dashboard and does not see setup. - Have a payment card ready. Line takes payment through Stripe before it gives you a number. ## Part 1: Tell Line about your business The first screen is **Set up your workspace**. 1. Select the **Type of account**: **Business**, **Personal**, **Freelancer** or **Sole trader**. 2. Enter the **Business name**. For **Personal** and **Freelancer**, the label is **Workspace name**. Line uses this name in places that customers see, such as your agent's greeting. 3. Select the **Country of operation**. You can search the list by name. 4. Optional: enter your **Website**. You can type a domain or a full web address. Line keeps only the domain. 5. Select **Continue**. 6. On **What inbox channels do you want to setup?**, select one or more channels, then select **Continue**. To skip, select **I'll decide later**. 7. On **How big is your team?**, select a size, then select **Continue**. 8. On **How did you find us?**, type an answer, then select **Continue**. 9. On **What do you mainly want to use it for?**, type an answer, then select **Continue to dashboard**. Line then opens the setup screen. ## Part 2: Follow the setup steps The setup screen shows one step at a time. The header shows the step number. | Step | What you do | |---|---| | **Number** | Choose **Get a new phone number** or **Keep the number you already have**. | | **Plan** | Choose **Starter**, **Pro** or **Business**. Use the **Monthly** and **Annual** switch to choose how often you pay. Prices exclude VAT. | | **Activate** | Pick your Line number and pay through Stripe. If you keep your own number, you also forward it or start a move to Line. | | **Test** | Call your new number from your own phone, or send a test text to your mobile. | | **Channels** | See the channels that Line covers. You set up web chat, WhatsApp and email later, from the dashboard. | | **Done** | See a checklist of the tasks that are left. Select **Open the dashboard**. | For the **Number** and **Activate** steps, see [Choose a number during setup](https://useline.io/help/getting-started/choose-a-number). For the plans, see [Compare the Starter, Pro and Business plans](https://useline.io/help/billing/plans). ## Stop and come back later Select **Skip for now** to go to the last step. Then select **Open the dashboard**. Setup is then complete, and you do the remaining tasks from the dashboard. To get a number later, see [Get a phone number](https://useline.io/help/calls/get-a-number). If you close the browser before you select **Open the dashboard**, the browser keeps your choices. Line opens the setup screen again the next time you open the dashboard. If you leave during payment, Line does not charge you. You return to the **Activate** step. ## Common problems **I am a Member and I do not see setup.** Only an Owner or Admin can set up the workspace. Ask the person who created the workspace. **The setup screen says it is setting up the number.** Payment is complete and Line is getting the number. This usually takes less than 30 seconds. You can leave the page. The number still finishes. **I closed the Stripe page by mistake.** You return to the **Activate** step. Nothing is charged. Select the number again to open checkout again. ## Related articles - [Create your Line account](https://useline.io/help/getting-started/create-your-account.md): Go to /signup, enter your name, work email and a password, accept the terms, then enter the 6-digit code that Line emails to you. - [Choose a number during setup](https://useline.io/help/getting-started/choose-a-number.md): In setup, take the UK mobile number that Line picks for you, or search by town or digits, then pay through Stripe to make it live. - [Compare the Starter, Pro and Business plans](https://useline.io/help/billing/plans.md): Line has three plans. Starter is a number and a team inbox. Pro adds recording, WhatsApp, templates and more agents. Business removes the limits. - [Forward your existing number to Line](https://useline.io/help/calls/forward-your-existing-number.md): Keep your number and your provider. Divert its calls to your Line number, and Line handles them with the call workflow of that number. --- # Choose a number during setup > In setup, take the UK mobile number that Line picks for you, or search by town or digits, then pay through Stripe to make it live. Source: https://useline.io/help/getting-started/choose-a-number Section: Getting started Last updated: 2026-11-05 Roles: Owner, Admin You choose your Line number in the **Number** and **Activate** steps of setup. Line suggests a UK mobile number. You can take it, or search for a different number. ## Before you start - You need the **Owner** or **Admin** role. - Your plan includes one or more numbers. See [Compare the Starter, Pro and Business plans](https://useline.io/help/billing/plans). ## Step 1: Choose how customers reach you On the **Number** step, select one option: | Option | What happens | |---|---| | **Get a new phone number** | You get a new Line number for calls, texts and WhatsApp. This option is selected first. | | **Keep the number you already have** | Customers keep the number they know. You also get a Line number. Then you forward your number to it, or move your number to Line. | If you keep your own number, select **Forward your calls to Line** or **Move the number to Line**. See [Forward your existing number](https://useline.io/help/calls/forward-your-existing-number) and [Port your number to Line](https://useline.io/help/calls/port-your-number). Select **Continue**. Then choose your plan on the **Plan** step. ## Step 2: Take the suggested number The **Activate** step opens with one UK mobile number already selected. 1. Read the tags beside the number. **Calls**, **SMS** and **WhatsApp** show what the number can do. 2. Check the **Auto top-up** box and amount. Auto top-up is on by default. It adds credit when your balance gets low. 3. Select **Use this Number**. 4. Enter your card on the Stripe page and pay. ## Step 2 (other option): Search for a different number 1. Select **Choose a different number**. 2. In the search box, type a town, or two or more digits that you want in the number. 3. In the type list, select **Any type**, **Local** or **UK mobile**. 4. Select a number in the list. 5. Select **Use this Number**, then pay on the Stripe page. > **Important:** Some numbers show **SMS not available**. These numbers cannot send or receive texts or WhatsApp messages. Choose a number with the **SMS** tag if you need texts. ## After payment Line returns you to setup and gets the number. This usually takes less than 30 seconds. The **Test** step then opens. Call the number from your own phone, or send a test text to your mobile. ## Common problems **The number I wanted is no longer available.** Line cannot hold a number before you pay. Another customer can take it first. Pick another number from the search. **The search shows no numbers.** Clear the search, or try another town. One digit is not enough for a digit search. Type two or more digits. **The search is unavailable.** Wait a moment and try again. **I turned off Auto top-up.** Your account stops sending and receiving messages when the balance gets too low. You must then top up by hand. See [Credits and usage](https://useline.io/help/billing/credits-and-usage). ## Related articles - [Set up your workspace](https://useline.io/help/getting-started/set-up-your-workspace.md): After you verify your email, answer five short questions, then follow the six setup steps to choose a plan, get a number, pay and test it. - [Forward your existing number to Line](https://useline.io/help/calls/forward-your-existing-number.md): Keep your number and your provider. Divert its calls to your Line number, and Line handles them with the call workflow of that number. - [Port your number to Line](https://useline.io/help/calls/port-your-number.md): Ask the Line porting team to move an existing number to Line in Channels › Calls › Number porting. A UK mobile takes about a week, other numbers 4–6 weeks. - [Get a phone number](https://useline.io/help/calls/get-a-number.md): Buy a UK mobile, local or national number in Channels › Calls. Line adds it to your workspace at once and sets it to ring your team. --- # Use Line on your phone and computer > Use Line in a web browser on your computer, and the Line app on your iPhone. There is no separate desktop app. Source: https://useline.io/help/getting-started/mobile-and-desktop-apps Section: Getting started Last updated: 2026-11-05 On a computer, you use Line in your web browser. On an iPhone, you use the Line app from the App Store. There is no separate desktop app for Mac or Windows. ## Use Line on a computer Sign in at [/login](https://useline.io/login) in your browser. The web app has every part of Line. You can make and take calls in the browser, reply to conversations, and change all settings. - Calls ring in the browser only when your status is **Available**. See [Set your availability](https://useline.io/help/team/availability). - To get alerts when the browser tab is in the background, turn on desktop alerts. See [Choose your notifications](https://useline.io/help/team/notifications). ## Get the iPhone app 1. On your iPhone, open the [Line website](https://useline.io/). 2. At the bottom of the page, select **Download on the App Store**. 3. Install the app. 4. Open the app and sign in with your Line email and password. The app is free. It uses your Line account and workspace. ## Allow the microphone and notifications After you sign in, the app asks for two permissions: the microphone, then notifications. You must allow both. The app does not open until you do. Line needs the microphone for calls. Line needs notifications to ring your phone and to show new messages. If you said no before, the app opens your phone settings. Allow the permission there, then go back to Line. ## What you can do in the app - Make and take calls. Incoming calls use the iPhone call screen. - Reply to SMS, WhatsApp, Web Chat and email conversations. - Use team chat. - See calls, voicemails and contacts. - Set your status and your active hours. - Choose which channels send notifications to your phone. - Add or change your profile photo. - Send a message to Line support from **Profile** > **Contact support**. ## What you do on the web Some tasks are on the web only: - Build and change workflows. The app shows only the name of the workflow that handles a number or a channel. - Pay for a number, change your plan, and see billing and usage. The app has no billing screen. - Change the workspace-wide voicemail greeting. - Change a team member's role or remove a member. If you sign up in the app, the app saves the number you pick, but the number is not live yet. Line emails the workspace owner a link to finish setup on the web. ## Common problems **My phone does not ring.** Check that your status is **Available**. Check that notifications are allowed for Line in your phone settings. See [Calls are not ringing](https://useline.io/help/troubleshooting/calls-not-ringing). **The app shows a two-factor screen.** Your workspace asks for a second sign-in step. See [Turn on two-factor authentication](https://useline.io/help/team/two-factor-authentication). ## Related articles - [Set your availability and active hours](https://useline.io/help/team/availability.md): Your status decides if calls ring you. Only Available people ring. Active hours in the mobile app set you to Away outside your working hours. - [Choose your notifications](https://useline.io/help/team/notifications.md): The bell shows unread activity. Turn on desktop alerts in your browser, and set phone alerts per channel and status in the Line mobile app. - [Make and receive calls in your browser](https://useline.io/help/calls/make-and-receive-calls.md): Take calls in the Line web app while a tab is open and your status is Available. Make calls from New › Make a Call, a contact or an Inbox thread. - [Set up your workspace](https://useline.io/help/getting-started/set-up-your-workspace.md): After you verify your email, answer five short questions, then follow the six setup steps to choose a plan, get a number, pay and test it. --- # How AI agents work in Line > An agent answers calls, texts, WhatsApp, Web Chat and email for you. It replies only when a workflow has an Agent step that names it. Source: https://useline.io/help/ai-agents/how-agents-work Section: AI agents Last updated: 2026-11-05 An agent is an AI that talks to your customers on calls, SMS, WhatsApp, Web Chat and email. An agent does nothing on its own. It replies only when a workflow sends the call or message to it with an **Agent** step. ## The parts of an agent You set up each agent in **Agents**. Open an agent to see three pages: **Configuration**, **Activity** and **Versions**. **Configuration** has five tabs: | Tab | What you set | |-----|--------------| | **Identity** | Picture, name, role and objective. The channels the agent works on, the conversation type, when it can work, and the model. Voice settings show when **Calls** is on. | | **Conversation** | Goals and details to capture, instructions, knowledge, greetings, ending rules and limits. | | **Procedures** | Procedures, handover rules and tasks. | | **Tools** | What the agent can look up or change, and if it must ask a person first. | | **Test** | A test chat and the checks that must pass before you publish. | **Activity** shows each run of the agent, step by step. **Versions** shows every published version. ## Who decides when the agent replies Workflows decide what happens to each call and message. The agent does not choose which numbers, chats or inboxes it answers. 1. A call or message arrives on one of your numbers, widgets or inboxes. 2. Line runs the workflow for that call or message. 3. If the workflow reaches an **Agent** step, the agent named in that step replies. 4. If no workflow reaches an **Agent** step, the message waits in the Inbox for a person. The **Live on** row in the **Identity** tab shows where workflows use the agent. To change it, open **Workflows**. > **Note:** A new number, widget or inbox has a default message workflow with no Agent step. Your agent does not reply there until you add one. ## Drafts and published versions Your edits go into a draft. Customers always get the live version. Select **Publish** to make the draft live. Each publish makes a new version. A workflow always runs the agent's current published version, so you do not need to publish the workflow again. ## Your default agent Every workspace starts with one agent, marked **Default** in **Agents**. You can edit it on every plan. To create more agents, you need the Pro or Business plan. ## Who can change agents Every member can view agents and their activity. Only an **Owner** or an **Admin** can edit, test, publish or archive an agent. ## Related articles - [Create an agent](https://useline.io/help/ai-agents/create-an-agent.md): In Agents, select Create agent, give it a name and an optional template, set it up, then publish it and add it to a workflow. - [How workflows decide what happens to calls and messages](https://useline.io/help/workflows/how-workflows-work.md): Workflows alone decide what happens. A call runs one workflow for its number. A message runs every matching workflow, then the default. - [Choose if your agent sends replies or drafts them](https://useline.io/help/ai-agents/agent-modes.md): The Agent step in a workflow has a mode. Act sends replies. Draft saves each reply for a person to approve. Calls run only in Act. - [Test your agent before it goes live](https://useline.io/help/ai-agents/test-your-agent.md): Use the agent's Test tab to chat with the draft on each channel. Nothing is sent or changed. Then check live runs in Activity. --- # Create an agent > In Agents, select Create agent, give it a name and an optional template, set it up, then publish it and add it to a workflow. Source: https://useline.io/help/ai-agents/create-an-agent Section: AI agents Last updated: 2026-11-05 Plans: Pro, Business Roles: Owner, Admin Select **Create agent** in **Agents**, then give the agent a name. You can start from a template or from an empty draft. ## Before you start - You need the **Owner** or **Admin** role. - You need the Pro or Business plan to create an agent. On Starter, **Create agent** and **Duplicate** are locked. You can still edit your default agent. ## Create the agent 1. Open **Agents**. 2. Select **Create agent**. 3. Under **Template (optional)**, select a template, or select **No template** for an empty draft. 4. In **Name**, type a name for the agent. 5. Select **Create agent**. The agent editor opens. A template copies its objective, instructions, handover rules, channels and settings into the new agent. A template agent starts with version 1 published. An agent with no template starts as an empty draft. ## Set up the agent 1. In the **Identity** tab, set the **Name**, **Role** and **Objective**. 2. Under **Where does the Agent work?**, turn on **Messages**, **Calls** or **Email**. 3. Under **How does the Agent run a conversation?**, select **Open-ended** or **Data collection**. 4. Under **When can the Agent work?**, turn on each trigger the agent needs, for example **When a customer sends a message** or **When a customer calls**. 5. Under **Model**, select a model. 6. In the **Conversation** tab, add instructions and select the knowledge the agent can use. 7. In the **Procedures** tab, add handover rules if a person must take over in some cases. 8. In the **Tools** tab, set each tool to **Run**, **Ask first**, **Draft only** or **Off**. 9. Select **Save draft**. ## Publish the agent 1. Open the **Test** tab. 2. Make sure that the **Checks** list shows **Ready to publish**. 3. Select **Publish**. ## Put the agent to work A published agent does not answer anyone until a workflow uses it. 1. Open **Workflows**. 2. Open the workflow for the number, widget or inbox. 3. Add an **Agent** step. 4. In **Agent**, select your agent. 5. Publish the workflow. See [Build a workflow](https://useline.io/help/workflows/build-a-workflow). ## Other actions The **More actions** menu in the agent header has these actions: - **Duplicate** makes a copy as a draft. The copy is not live anywhere. - **Apply a preset** replaces the draft settings with a template. - **Archive** removes the agent from use. You cannot archive the default agent. ## Common problems **Publish is not available.** A blocking check failed. Open the **Test** tab and fix each check in the list. **The agent does not take calls.** Turn on **Calls** under **Where does the Agent work?**, then publish. A call workflow shows an agent without Calls as **Calls off**. ## Related articles - [How AI agents work in Line](https://useline.io/help/ai-agents/how-agents-work.md): An agent answers calls, texts, WhatsApp, Web Chat and email for you. It replies only when a workflow has an Agent step that names it. - [Give your agent knowledge](https://useline.io/help/ai-agents/agent-knowledge.md): Add documents such as policies and FAQs in Agents > Context, then turn them on for the agent in its Conversation tab. - [Test your agent before it goes live](https://useline.io/help/ai-agents/test-your-agent.md): Use the agent's Test tab to chat with the draft on each channel. Nothing is sent or changed. Then check live runs in Activity. - [Build and publish a workflow](https://useline.io/help/workflows/build-a-workflow.md): In Workflows, select New workflow, choose a template, set the trigger and steps, fix every issue, then select Publish. --- # Give your agent knowledge > Add documents such as policies and FAQs in Agents > Context, then turn them on for the agent in its Conversation tab. Source: https://useline.io/help/ai-agents/agent-knowledge Section: AI agents Last updated: 2026-11-05 Roles: Owner, Admin Your agent answers from the documents in your library. You add documents in **Agents** > **Context**. Then you select which documents each agent can use. ## Before you start - You need the **Owner** or **Admin** role to add or change library items. Every member can view them. ## The library The **Library** group in the **Agents** menu holds content that all your agents share: | Page | What it holds | |------|---------------| | **Guidance** | Company rules that every agent follows, such as tone of voice. | | **Context** | Documents: policies, FAQs, price lists and other written content. | | **Properties** | Details that agents capture in a conversation, such as an order number or a postcode. | | **Goals** | What a good outcome looks like for a type of conversation. | | **Procedures** | Step-by-step instructions for one kind of request. | | **Tools** | The tools that agents are allowed to use. | ## Add a document 1. Open **Agents** > **Context**. 2. Select **New document**. 3. In **Title**, type a name, for example "Refund policy". 4. In **Label — when should an agent use this?**, tell the agent when to open the document. For example: "Use when the customer asks about refunds or returns." 5. In **Content**, paste or type the text. 6. Optional: in **Website source (optional)**, type the address of a page on your website. 7. In **Prompt inclusion**, select **Fetched on demand (recommended)** or **Always in the prompt**. 8. In **Audience**, select **All agents** or **Selected agents**. If you select **Selected agents**, select each agent. 9. Select **Save**. Write the label for the agent, not for people. The agent reads the label to decide if the document is relevant. ## Choose between the two inclusion settings | Setting | What happens | |---------|--------------| | **Fetched on demand (recommended)** | The agent reads the label. It opens the full text only when the label matches the question. Use this for long documents. | | **Always in the prompt** | The agent gets the full text in every conversation. Use this only for short facts. | ## Update a document from your website If a document has a website source, you can copy the page text again. 1. Open **Agents** > **Context**. 2. Open the menu on the document. 3. Select **Sync from website**. Line replaces the document content with the text from the page. ## Turn knowledge on or off for one agent 1. Open **Agents**, then select **Manage agent** on the agent. 2. Open the **Conversation** tab. 3. In the **Knowledge** card, turn each document on or off. 4. Select **Save draft**, then **Publish**. The **Knowledge** card also has two switches: - **Customer details** loads the contact's name, numbers and open cases when a conversation starts. - **Recent cases** adds the status and channel of the customer's five most recent cases. It never adds the messages. ## When changes apply - A change to a document's text applies to live agents at once. - A change to which documents an agent uses applies only after you publish the agent. ## Common problems **The agent does not use a document.** Make sure that the document is turned on in the agent's **Knowledge** card, and that the agent is published. Then make the label more specific. The agent opens a document only when the question matches it. **The agent says it does not know.** The agent uses only the parts of a document that match the words of the question. If no words match, the search returns nothing. Add the missing fact to a document, in the words that customers use. **I cannot see New document.** You need the **Owner** or **Admin** role. ## Related articles - [Create an agent](https://useline.io/help/ai-agents/create-an-agent.md): In Agents, select Create agent, give it a name and an optional template, set it up, then publish it and add it to a workflow. - [Test your agent before it goes live](https://useline.io/help/ai-agents/test-your-agent.md): Use the agent's Test tab to chat with the draft on each channel. Nothing is sent or changed. Then check live runs in Activity. - [Use the Line Assistant for your team](https://useline.io/help/ai-agents/workspace-assistant.md): Line Assistant works for your team, not your customers. Message it in team chat, email it or text it to update knowledge, draft workflows and review your account. - [How AI agents work in Line](https://useline.io/help/ai-agents/how-agents-work.md): An agent answers calls, texts, WhatsApp, Web Chat and email for you. It replies only when a workflow has an Agent step that names it. --- # Choose if your agent sends replies or drafts them > The Agent step in a workflow has a mode. Act sends replies. Draft saves each reply for a person to approve. Calls run only in Act. Source: https://useline.io/help/ai-agents/agent-modes Section: AI agents Last updated: 2026-11-05 Roles: Owner, Admin You set the mode on the **Agent** step of a workflow. In **Act** mode, the agent sends its replies. In **Draft** mode, the agent writes each reply as a draft, and a person sends it. ## The modes | Mode | Messages (SMS, WhatsApp, Web Chat, email) | Calls | |------|-------------------------------------------|-------| | **Act** | The agent sends its reply. | The agent talks to the caller. | | **Draft** | The agent saves its reply as a draft in the Inbox. A person approves, edits or dismisses it. | Not available. | | **Use deployment mode** | The step uses the mode that the agent already has on that number, widget or inbox. If it has none, the agent is off. | Same rule. | When the agent is off, it sends no reply. A message stays in the Inbox for a person. A call goes to voicemail. > **Note:** Select **Act** or **Draft**. Then you know which mode the step uses. ## Set the mode 1. Open **Workflows**. 2. Open the workflow. 3. Select the **Agent** step. 4. In **Mode**, select **Act** or **Draft**. 5. Select **Publish**. All Agent steps in one workflow must use the same agent and the same mode. ## Approve a draft reply In Draft mode, the Inbox shows **Line drafted a reply** above the reply box. 1. Open the conversation in the **Inbox**. 2. Read the draft. 3. Select **Approve and send** to send it as it is. Or select **Edit** to change it first. Or select **Dismiss** to delete it. In Draft mode, the agent also prepares actions that change things outside Line. It does not run them. ## See the mode of an agent 1. Open **Agents**, then select **Manage agent** on the agent. 2. In the **Identity** tab, find the **Live on** row. Each tag shows a channel and its mode, for example "SMS · Draft". ## Tool settings are a separate control Each tool in the agent's **Tools** tab has its own setting: | Setting | What happens | |---------|--------------| | **Run** | The agent uses the tool. | | **Ask first** | The agent asks for approval. The request waits in **Agents** > **Work items** until a person selects **Approve** or **Deny**. | | **Draft only** | The agent prepares the action. It does not run it. | | **Off** | The agent never uses the tool. | ## Common problems **The agent replies in Draft mode, but the reply is not sent.** This is correct. A person must select **Approve and send**. **Draft is not in the Mode list.** The workflow starts with **Call received**. A call cannot wait for a draft, so calls run only in Act. **A WhatsApp reply became a draft in Act mode.** WhatsApp lets you send a free reply only within 24 hours of the customer's last message. Outside that window, the reply waits as a draft. Send an approved template instead. ## Related articles - [Set up what happens when a message comes in](https://useline.io/help/workflows/message-workflows.md): A message workflow starts with Message received. Filter by channel, endpoint, keywords or contact, then add an Agent step, an email or a text. - [Set up what happens when someone calls](https://useline.io/help/workflows/call-workflows.md): A call workflow starts with Call received and lists your numbers. It rings your team, forwards the call, runs your agent or takes a voicemail. - [Hand a conversation over to a person](https://useline.io/help/ai-agents/hand-over-to-a-person.md): Add handover rules in the agent's Procedures tab. When a rule matches, the conversation waits for your team. You choose if the agent keeps answering while the customer waits. - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. --- # Hand a conversation over to a person > Add handover rules in the agent's Procedures tab. When a rule matches, the conversation waits for your team. You choose if the agent keeps answering while the customer waits. Source: https://useline.io/help/ai-agents/hand-over-to-a-person Section: AI agents Last updated: 2026-11-06 Roles: Owner, Admin Your agent hands a conversation to a person only when one of its handover rules matches. You add the rules in the agent's **Procedures** tab. An agent with no rules keeps every conversation. ## Before you start - You need the **Owner** or **Admin** role. ## Add a handover rule 1. Open **Agents**, then select **Manage agent** on the agent. 2. Open the **Procedures** tab. 3. In the **Handover rules** card, select **Add rule**. 4. In **Name**, type a name for the rule. 5. Under **When all of these are true**, set the first condition. Select **Add condition** to add more. 6. In **Then**, select what happens. 7. In **To**, select **Whole team** or **Chosen people**. If you select **Chosen people**, select each person. 8. Close the dialog. 9. Select **Save draft**, then **Publish**. ## Conditions All the conditions in one rule must be true. | Condition | True when | |-----------|-----------| | **Customer asks for a person** | The customer asks to speak to a person. | | **Message mentions words** | The message contains one of the words you enter. | | **Channel** | The conversation is on the channel you select. | | **A captured detail** | A detail that the agent captured has the value you enter. | | **A goal** | A goal is achieved or blocked. | | **Contact** | The customer is a known or an unknown contact. | | **Outside business hours** | The time is outside your default **Business Hours** set. | | **Number of replies** | The agent sent this number of replies or more. | | **Lead score** | The lead score is this number or more. | ## Actions | Action | What happens | |--------|--------------| | **Hand over** | The conversation waits for a person. | | **Collect details, then hand over** | The conversation goes to a person. | | **Ask a person for input** | The conversation goes to a person. | | **Take a message and end** | The conversation waits for a person. A person follows up later. | | **Tell the team and continue** | Line emails the team or the chosen people. The agent keeps replying. | In the Inbox, a handed-over conversation shows **Waiting for a person**. ## While the customer waits for a person The **Handover rules** card has the field **While the customer waits for a person**. It sets what the agent does after a handover, until a person replies. | Option | What happens | |--------|--------------| | **Keep answering until a person replies** | The default. The agent answers the customer's questions from what it knows. It can search its knowledge, check business hours, send a link and offer a follow-up. It takes no other action. It does not check the handover rules again. | | **Stop answering** | The agent does not reply again in that conversation. | With both options, the agent stops when a person from your team sends the first reply after the handover. It also stops when a person takes over the conversation. To change the field: 1. Open the **Procedures** tab of the agent. 2. In **While the customer waits for a person**, select an option. 3. Select **Save draft**, then **Publish**. ## The order of the rules Line checks the rules in order before each reply. The first rule whose conditions all match decides what happens. To change the order, open the menu on a rule and select **Move up** or **Move down**. ## Take over or give back a Web Chat On Web Chat, you can take a chat from the agent at any time. 1. Open the conversation in the **Inbox**. 2. Select **Take over** in the banner above the reply box. To give the chat back to the agent, open the conversation menu and select **Return to AI**. ## Calls On a call, the agent cannot transfer the caller to a person. A handover rule marks the conversation for your team to follow up. ## Common problems **The agent never hands over.** Make sure that the agent has at least one rule, and that you published the agent after you added it. **The wrong rule runs.** Line uses the first rule that matches. Move the more specific rule up. **The agent stopped replying in a conversation.** A handover rule matched earlier, and **While the customer waits for a person** is **Stop answering**. Or a person from your team replied after the handover. A person must answer that conversation in the Inbox. ## Related articles - [How AI agents work in Line](https://useline.io/help/ai-agents/how-agents-work.md): An agent answers calls, texts, WhatsApp, Web Chat and email for you. It replies only when a workflow has an Agent step that names it. - [Choose if your agent sends replies or drafts them](https://useline.io/help/ai-agents/agent-modes.md): The Agent step in a workflow has a mode. Act sends replies. Draft saves each reply for a person to approve. Calls run only in Act. - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. - [Add the Web Chat widget to your website](https://useline.io/help/messaging/web-chat.md): Add a widget in Channels > Web Chat, copy the script from Install, and paste it once before the closing body tag of your website. --- # Test your agent before it goes live > Use the agent's Test tab to chat with the draft on each channel. Nothing is sent or changed. Then check live runs in Activity. Source: https://useline.io/help/ai-agents/test-your-agent Section: AI agents Last updated: 2026-11-05 Roles: Owner, Admin The **Test** tab lets you chat with the draft of your agent before you publish it. Tools run in test mode, so nothing is sent or changed. ## Before you start - You need the **Owner** or **Admin** role. - The test saves your edits to the draft first. ## Test the draft 1. Open **Agents**, then select **Manage agent** on the agent. 2. Open the **Test** tab. 3. Select a channel, for example **SMS** or **Call**. Only the channels that the agent works on show. 4. Select **As a customer** or **As your team**. 5. Type a message, then select **Send**. 6. Read the reply. Turn on **Steps** to see each step the agent took, such as a knowledge search or a tool call. 7. Select **Start again** to clear the chat. For **Call**, type what the caller says. The test checks what the agent says and does. It does not test the voice or speech recognition. ## What a test does not do A test does not send a message, change a record, create a work item or use credits. Tool calls show the action that the agent would take. ## Fix the checks The **Checks** card on the **Test** tab lists setup problems. A blocking check stops a publish. - When a check fails, the card shows how many checks you must fix. - When all blocking checks pass, the card shows **Ready to publish**. The checks test the setup. They do not test if the answers are correct. ## Test it live After you publish the agent and the workflow, test with a real call or message. 1. Call or text your Line number from a phone that is not in your team. 2. Open **Agents**, then select **Manage agent** on the agent. 3. Open **Activity**. 4. Open the run to see each step. ## Review a run You can record if the agent got it right. 1. In **Activity**, open the run. 2. Select **Review**. 3. In **Outcome**, select **Resolved**, **Needs follow-up**, **Incorrect** or **Unsafe**. 4. Optional: add a **Note**. 5. Select **Save review**. ## Common problems **The test replies, but customers get no reply.** The test uses the draft. Customers get the published version, and only through a workflow. Publish the agent, then check that a workflow has an **Agent** step for it. See [Agent not answering](https://useline.io/help/troubleshooting/agent-not-answering). **A channel is missing in the Test tab.** Turn the channel on under **Where does the Agent work?** in the **Identity** tab. ## Related articles - [Create an agent](https://useline.io/help/ai-agents/create-an-agent.md): In Agents, select Create agent, give it a name and an optional template, set it up, then publish it and add it to a workflow. - [Give your agent knowledge](https://useline.io/help/ai-agents/agent-knowledge.md): Add documents such as policies and FAQs in Agents > Context, then turn them on for the agent in its Conversation tab. - [Build and publish a workflow](https://useline.io/help/workflows/build-a-workflow.md): In Workflows, select New workflow, choose a template, set the trigger and steps, fix every issue, then select Publish. - [Your agent does not answer calls or messages](https://useline.io/help/troubleshooting/agent-not-answering.md): An agent replies only when a published, enabled workflow reaches an Agent step that names it in Act mode. Check the workflow first, then the agent. --- # Use the Line Assistant for your team > Line Assistant works for your team, not your customers. Message it in team chat, email it or text it to update knowledge, draft workflows and review your account. Source: https://useline.io/help/ai-agents/workspace-assistant Section: AI agents Last updated: 2026-11-05 Every workspace has an assistant called **Line Assistant**. It works for your team. It never answers your customers. ## What it can do | Tool | What it does | Who can use it | |------|--------------|----------------| | **Knowledge** | Searches, reads, adds and archives items in your knowledge library. It can read pages on your own website. | Every member can ask it to read. Only an **Owner** or **Admin** can ask it to change knowledge. | | **Workflows** | Lists and reads workflows. Builds a new workflow as a disabled draft. | Every member can ask it to read. Only an **Owner** or **Admin** can ask it to build. | | **Account review** | Checks numbers, hours, team, agents and workflows for gaps. | Every member. | It also remembers lessons you give it, and it runs routines on a schedule that you ask for. The assistant acts with your permissions. It cannot do something that you cannot do. ## Message it in team chat 1. In the rail, find the **Team** list. 2. Select **Line Assistant**. A private direct message opens. 3. Type your request, or select a pill above the reply box, such as **Review my account** or **Build a workflow**. In a team chat space, @mention the assistant. It answers in the thread. Each reply that changes something ends with **What changed**, with a link to each change. ## Email or text it Find its email address on its settings page. Write to it from your sign-in email address. Mail from other addresses gets no reply. To text it, add your mobile first: 1. Open **Agents**. 2. On the **Line Assistant** card, select **Manage agent**. 3. Under **Text messages**, type your mobile in **Your mobile**. 4. Select **Send code**. 5. Type the six-digit code, then select **Verify**. After that, a text from your mobile to any workspace number goes to the assistant, not the Inbox. By email and text, the assistant only reads and explains. To make a change, ask it in team chat. ## Workflows it builds The assistant builds a workflow as a disabled draft. It never publishes a workflow. A person must open it in **Workflows**, check it and publish it. ## Set up routines Ask the assistant for a routine in team chat. For example: "Every Monday at 9, review the account." Your routines show under **Your routines** on its settings page. ## Change the settings An **Owner** or **Admin** can change the name, picture, email, texts, **Instructions** and **Tools** on the settings page. They can also delete a lesson with **Forget**. ## Common problems **It does not reply to my email.** Send from the email address that you use to sign in to Line. Check that email is turned on for the assistant on its settings page. **My text went to the Inbox.** Verify your mobile on the assistant's settings page. Check that **Answer texts from team mobiles** is on. **It cannot change knowledge or workflows for me.** You need the **Owner** or **Admin** role. Or you asked by email or text. Ask in team chat. ## Related articles - [Give your agent knowledge](https://useline.io/help/ai-agents/agent-knowledge.md): Add documents such as policies and FAQs in Agents > Context, then turn them on for the agent in its Conversation tab. - [Build and publish a workflow](https://useline.io/help/workflows/build-a-workflow.md): In Workflows, select New workflow, choose a template, set the trigger and steps, fix every issue, then select Publish. - [How AI agents work in Line](https://useline.io/help/ai-agents/how-agents-work.md): An agent answers calls, texts, WhatsApp, Web Chat and email for you. It replies only when a workflow has an Agent step that names it. - [Create an agent](https://useline.io/help/ai-agents/create-an-agent.md): In Agents, select Create agent, give it a name and an optional template, set it up, then publish it and add it to a workflow. --- # Get a phone number > Buy a UK mobile, local or national number in Channels › Calls. Line adds it to your workspace at once and sets it to ring your team. Source: https://useline.io/help/calls/get-a-number Section: Calls and numbers Last updated: 2026-11-06 Roles: Owner, Admin You buy a Line number in **Channels** › **Calls**. Line adds the number to your workspace at once. The number can take calls straight away. ## Before you start - You need the **Owner** or **Admin** role. A Member sees "Ask an owner or admin to set up Calls." - Your workspace needs an active subscription. Line does not sell a number without one. - Your plan includes one or more numbers. Each extra number adds a monthly charge. See current prices at /pricing. ## Number types | Type | What it is | |------|------------| | **Mobile** | A UK mobile number. Choose this type if you want to send and receive texts. | | **Local** | A UK number for a town or city. You can search by place. | | **National** | A UK number that is not tied to a place. | The search list shows **PHONE** and **SMS** for each number. A green label means the number can do that. Choose a number with **SMS** if you want texts on it. ## Buy a number 1. Open **Channels**. 2. Select **Calls**. 3. Select **Buy a number**. 4. Select **Mobile**, **Local** or **National**. 5. Optional: type digits in the search box to find a number that contains them. For a local number, type a place in **City or town**. 6. Optional: select **Filters** to set **Contains digits** or the **Capabilities** you need. 7. Select a number in the list. 8. Select **Continue**. 9. Optional: type a name in **Label (optional)**, for example "Sales". 10. Read the cost of the number. 11. Optional: select **Register this number for WhatsApp Business** if you want to connect the number to WhatsApp after you buy it. 12. Select **Buy Number**. 13. Select **Done**. Line takes the payment first. If the payment fails, Line does not buy the number. ## What happens next - The number shows under **Numbers** in **Channels** › **Calls**. - Line gives the number a default call workflow. It rings every team member whose status is Available. If nobody answers, it sends the caller a missed-call text and takes a voicemail. - To change how the number handles calls, build a call workflow. See [Set up what happens when someone calls](https://useline.io/help/workflows/call-workflows). - To rename the number, open it and change **Name**. The number page also shows **Can do**. This tells you if the number has **Calls**, **SMS** or both. ## Common problems **The app says an active subscription is required.** Complete billing setup in **Settings** › **Billing & Usage**. Then try again. **The list says "No numbers found".** Select another type, or clear the digits in the search box. **You do not see Buy a number.** You do not have the Owner or Admin role. Ask an Owner or Admin to buy the number. **The payment failed.** Check the card in **Settings** › **Billing & Usage**. Then try again. ## Related articles - [Forward your existing number to Line](https://useline.io/help/calls/forward-your-existing-number.md): Keep your number and your provider. Divert its calls to your Line number, and Line handles them with the call workflow of that number. - [Port your number to Line](https://useline.io/help/calls/port-your-number.md): Ask the Line porting team to move an existing number to Line in Channels › Calls › Number porting. A UK mobile takes about a week, other numbers 4–6 weeks. - [Make and receive calls in your browser](https://useline.io/help/calls/make-and-receive-calls.md): Take calls in the Line web app while a tab is open and your status is Available. Make calls from New › Make a Call, a contact or an Inbox thread. - [Compare the Starter, Pro and Business plans](https://useline.io/help/billing/plans.md): Line has three plans. Starter is a number and a team inbox. Pro adds recording, WhatsApp, templates and more agents. Business removes the limits. --- # Forward your existing number to Line > Keep your number and your provider. Divert its calls to your Line number, and Line handles them with the call workflow of that number. Source: https://useline.io/help/calls/forward-your-existing-number Section: Calls and numbers Last updated: 2026-11-05 You can keep your number with your current provider and divert its calls to a Line number. Each diverted call then runs the call workflow of that Line number, the same as a call to the Line number itself. ## Before you start - You need a Line number. See [Get a phone number](https://useline.io/help/calls/get-a-number). - You need the phone that has your existing number. If you cannot dial from it, you need your provider's call-divert settings. > **Note:** A divert moves calls only. Texts to your existing number do not reach Line. A landline cannot send or receive texts. Use your Line number for texts and WhatsApp. ## Find your Line number 1. Open **Channels**. 2. Select **Calls**. 3. Open the number. 4. Select the number next to **Number** to copy it. ## Set up the divert 1. On the phone that has your existing number, dial `**21*`, then your Line number in international format, then `#`. For example: `**21*+441134960000#`. 2. Press call. 3. Wait for the confirmation tone. Then hang up. 4. From another phone, call your existing number. 5. Make sure that the call reaches Line. The `**21*` code works on BT, EE, Vodafone, O2 and Three lines. On another provider, use the provider's call-divert setting. Give it your Line number as the destination. If you set up Line with **Keep the number you already have** and **Forward your calls to Line**, the setup screen shows this code with your Line number in it. ## What happens to a diverted call - The call runs the call workflow of your Line number. To change what happens, see [Set up what happens when someone calls](https://useline.io/help/workflows/call-workflows). - The call shows in **Inbox** › **Calls** with your other calls. ## Show your existing number when you call out A divert does not change outgoing calls. To show your existing number when you call from Line, add it as an external number. See [Choose the number people see when you call](https://useline.io/help/calls/caller-id). ## Move the number to Line instead A port moves the number itself to Line. Then texts work on it too. You can keep the divert on while the port is in progress. See [Port your number to Line](https://useline.io/help/calls/port-your-number). ## Common problems **Calls do not reach Line.** Check that you dialled the code from the phone that has the existing number. Check that the code has the `+` and ends with `#`. If your provider is not BT, EE, Vodafone, O2 or Three, use your provider's divert setting. **Calls reach Line, but no team member rings.** Call your Line number directly. If it also does not ring, see [Calls do not ring](https://useline.io/help/troubleshooting/calls-not-ringing). ## Related articles - [Get a phone number](https://useline.io/help/calls/get-a-number.md): Buy a UK mobile, local or national number in Channels › Calls. Line adds it to your workspace at once and sets it to ring your team. - [Port your number to Line](https://useline.io/help/calls/port-your-number.md): Ask the Line porting team to move an existing number to Line in Channels › Calls › Number porting. A UK mobile takes about a week, other numbers 4–6 weeks. - [Choose the number people see when you call](https://useline.io/help/calls/caller-id.md): Outgoing calls show your Line number. To show your own existing number, verify it in Channels › Calls › External numbers and pick it in Show as. - [Calls do not ring](https://useline.io/help/troubleshooting/calls-not-ringing.md): Check your status, the browser tab and sound, the call workflow of the number, and your credits. Line rings only Available people in a Ring step. --- # Port your number to Line > Ask the Line porting team to move an existing number to Line in Channels › Calls › Number porting. A UK mobile takes about a week, other numbers 4–6 weeks. Source: https://useline.io/help/calls/port-your-number Section: Calls and numbers Last updated: 2026-11-06 Roles: Owner, Admin A port moves your existing number from your current provider to Line. You ask for the move in **Channels** › **Calls** › **Number porting**. The Line porting team prepares the paperwork, sends it to the carrier and keeps you updated by email and on the request page. ## Before you start - You need the **Owner** or **Admin** role. - To keep calls coming in while the port runs, divert the number to a Line number. See [Forward your existing number to Line](https://useline.io/help/calls/forward-your-existing-number). ## What the porting team needs | Number type | What the team asks you for | Typical time | |-------------|----------------------------|--------------| | UK landline (01, 02) | Account holder, line type, service address, letter of authority, recent bill. A multi-line account also needs the main billing number. | 4–6 weeks | | UK 03 | Account holder, account number, service address, letter of authority, recent bill | 4–6 weeks | | UK freephone (0800, 0808) | Account holder, account number, service address, letter of authority, recent bill | 4–6 weeks | | UK mobile (07) | Account holder, PAC and the PAC expiry date | 5–7 working days | | International | Account holder, account number, service address, letter of authority, recent bill | 4–6 weeks | Rules: - One request holds one number type. A landline and a mobile need two requests. - Every number on a multi-line account must move together. - The letter of authority must be dated in the last 30 days. The porting team can send you a filled-in letter to sign. - Line cannot port 070, 076 (pager) or other UK ranges that the carrier does not list as portable. The form tells you when a number cannot be ported. ## Get a PAC for a mobile 1. From the mobile you want to move, text `PAC` and the account holder's date of birth (DDMMYYYY) to 65075. For example: `PAC 01021980`. 2. Read the reply. It has a 9-character code, such as ABC123456, and its expiry date. A PAC is valid for 30 days. Your provider can also give you the PAC. Your current provider does not need to know who your new provider is. ## Ask for a port 1. Open **Channels**. 2. Select **Calls**. 3. Select **Number porting**. 4. Select **Move a number**. 5. Type the **Number**. Line shows the number type. 6. Check the **Current provider**. Line fills it in when it can find it. 7. For a mobile, type the **PAC** and the **PAC valid until** date if you have them. 8. Select **Ask us to move it**. The porting team gets your request at once. They email you when they file the port, when the transfer date is set and when the number is live. ## Follow the request Open **Channels** › **Calls** › **Number porting**, then select **View** on the request. The page shows the status, the transfer date, the documents and the updates. You can write to the porting team in **Message the porting team**. To send a PAC or correct a detail, write it there. | Status | What it means | |--------|---------------| | Being prepared | The porting team is getting the request ready. | | Submitted | The porting team has filed the request. | | In review | The current provider is checking the request. | | Action required | The porting team needs something from you. | | Transfer date confirmed | The carrier has set the date of the move. | | Completed | The number is on Line. | | Rejected | The carrier did not accept the request. | | Cancelled | The request was stopped. | When the status is **Action required**: 1. Open the request. 2. Read the message under **We need something from you**. 3. Upload each document that the porting team asks for. To change a detail, write to the porting team. 4. Select **Send back to Line**. To stop a request before it completes, select **Cancel request**. Then select **Cancel request** again to confirm. When the port is complete, you get an email and the number shows under **Numbers** in **Channels** › **Calls**. A mobile receives calls and texts on Line. Other numbers receive calls. ## Common problems **The port was rejected.** A wrong postcode or a wrong line type are common causes. The porting team tells you the reason and what to send. **The PAC does not work.** A PAC expires after 30 days. Get a new PAC and send it in **Message the porting team**. ## Related articles - [Forward your existing number to Line](https://useline.io/help/calls/forward-your-existing-number.md): Keep your number and your provider. Divert its calls to your Line number, and Line handles them with the call workflow of that number. - [Get a phone number](https://useline.io/help/calls/get-a-number.md): Buy a UK mobile, local or national number in Channels › Calls. Line adds it to your workspace at once and sets it to ring your team. - [Choose the number people see when you call](https://useline.io/help/calls/caller-id.md): Outgoing calls show your Line number. To show your own existing number, verify it in Channels › Calls › External numbers and pick it in Show as. - [Make and receive calls in your browser](https://useline.io/help/calls/make-and-receive-calls.md): Take calls in the Line web app while a tab is open and your status is Available. Make calls from New › Make a Call, a contact or an Inbox thread. --- # Make and receive calls in your browser > Take calls in the Line web app while a tab is open and your status is Available. Make calls from New › Make a Call, a contact or an Inbox thread. Source: https://useline.io/help/calls/make-and-receive-calls Section: Calls and numbers Last updated: 2026-11-06 The Line web app is a phone. It rings in your browser when a call comes in, and you can call out from it. You do not need other software. ## Before you start - Your workspace needs a Line number. See [Get a phone number](https://useline.io/help/calls/get-a-number). - Allow the browser to use your microphone when it asks. ## Receive calls Line rings you when both of these are true: - The call workflow of the number has a **Ring Members/Groups** step that includes you. The default workflow rings every team member. - Your status is **Available**. Line does not ring you when your status is **Busy**, **Away** or **Offline**. Set your status in the status menu in the header bar. See [Set your availability and active hours](https://useline.io/help/team/availability). The browser rings only while Line is open in a tab and you are signed in. If you close the tab, Line does not ring you in the browser. You can also take calls in the Line mobile app. See [Use Line on your phone and computer](https://useline.io/help/getting-started/mobile-and-desktop-apps). ### Answer a call 1. A call card opens at the bottom right. It shows **Incoming call...** and the caller. 2. Select the green **Accept call** button. To decline, select the red **Reject call** button. During the call you can: - Select **Mute** to turn your microphone off. Select **Unmute** to turn it on again. - Select **Dialpad** to press keys, for example in a phone menu. - Select **Pop out** to move the call card to its own small window. Not all browsers have this. - Select **End call** to hang up. ### Turn on the ring sound A browser blocks sound until you click on the page. While it blocks sound, a bar at the top says "Your browser is blocking call sounds. Incoming calls will not ring." Select **Turn on sound**. To test the ring, open /settings?tab=calling and select **Play test ring**. ## Make a call 1. Select **New** (the **+** button) in the header bar. 2. Select **Make a Call**. 3. Type a number, or type a name to find a contact. You can also use the keypad. 4. Optional: in **Show as**, select the number that the person you call sees. See [Choose the number people see when you call](https://useline.io/help/calls/caller-id). 5. Select the green call button. 6. To hang up, select **End call**. You can also call from these places: - An Inbox thread: select **Call** at the top of the thread. - A contact: select **Call** on the contact page. If your workspace records calls, the dialler shows **Calls are recorded** or **Calls are transcribed**. See [Record and transcribe calls](https://useline.io/help/calls/call-recording). ## Call costs Calls use credits. When you dial a number that costs more than a normal call, the dialler shows its rate in credits per minute. See [How credits and the credit wallet work](https://useline.io/help/billing/credits-and-usage). ## Common problems **The call ends at once with a message about credits.** Your workspace does not have enough credits. Top up in **Settings** › **Billing & Usage**, then call again. **Make a Call is not available.** Your workspace has no Line number yet. **The person cannot hear you.** Allow microphone access for the Line site in your browser settings. Then reload the page. **Your browser does not ring.** See [Calls do not ring](https://useline.io/help/troubleshooting/calls-not-ringing). ## Related articles - [Choose the number people see when you call](https://useline.io/help/calls/caller-id.md): Outgoing calls show your Line number. To show your own existing number, verify it in Channels › Calls › External numbers and pick it in Show as. - [Set your availability and active hours](https://useline.io/help/team/availability.md): Your status decides if calls ring you. Only Available people ring. Active hours in the mobile app set you to Away outside your working hours. - [Calls do not ring](https://useline.io/help/troubleshooting/calls-not-ringing.md): Check your status, the browser tab and sound, the call workflow of the number, and your credits. Line rings only Available people in a Ring step. - [Use Line on your phone and computer](https://useline.io/help/getting-started/mobile-and-desktop-apps.md): Use Line in a web browser on your computer, and the Line app on your iPhone. There is no separate desktop app. --- # Set up voicemail > Set the voicemail greeting in Channels › Calls › Voicemail. Listen to voicemails in Inbox › Calls. Source: https://useline.io/help/calls/voicemail Section: Calls and numbers Last updated: 2026-11-05 Roles: Owner, Admin Line takes a voicemail when a call workflow reaches a **Voicemail** step. The default call workflow does this when nobody answers. You set the greeting in **Channels** › **Calls** › **Voicemail**. ## Before you start You need the **Owner** or **Admin** role to change voicemail settings. Every member can listen to voicemails. ## Set the greeting 1. Open **Channels**. 2. Select **Calls**. 3. Select **Voicemail**. 4. Under **Greeting**, select a **Greeting type**: - **Text-to-Speech**: select a **Language** and a **Voice**. Type the **Message**. Select **Test Audio** to hear a preview in your browser. - **Recorded**: select **Record Greeting** and speak. A greeting can be up to 60 seconds. Select **Stop**, then **Upload & Use**. 5. Select **Save changes**. This greeting applies to every number that does not have its own greeting. The default message is "We are unable to take your call right now. Please leave a message after the tone." ## Give a number its own greeting 1. On the same page, go to **Per-number greetings**. 2. Find the number and select **Customise**. 3. Set the greeting. 4. Select **Add override**. 5. Select **Save changes**. To go back to the workspace greeting, select **Remove** on the number. ## Let a workflow use its own greeting A **Voicemail** step in a workflow uses the workspace greeting by default (**Account Default**). To let a step play its own greeting: 1. On the same page, go to the **Workflows** section. 2. Turn on **Allow custom voicemail in workflows**. 3. Select **Save changes**. 4. In the workflow, open the **Voicemail** step and select **Custom** in **Voicemail mode**. ## Listen to a voicemail 1. Open **Inbox**. 2. Select **Calls**. 3. Open the conversation. The voicemail shows in the thread with its recording. Line also sends a **New Voicemail** notification to the Line mobile app of each team member. A caller can leave a message of up to 2 minutes. The recording stops when the caller is silent for 4 seconds, presses a key, or hangs up. ## Voicemail transcripts On the Pro and Business plans, Line writes a transcript of each voicemail. It shows under the voicemail in the thread. The Owner controls this with **Transcribe voicemails** in **Channels** › **Calls** › **Transcription**. See [Record and transcribe calls](https://useline.io/help/calls/call-recording). ## Common problems **A workflow plays the workspace greeting, not its own.** Turn on **Allow custom voicemail in workflows**, then save. **No transcript shows.** Your plan is Starter, or **Transcribe voicemails** is off. ## Related articles - [Record and transcribe calls](https://useline.io/help/calls/call-recording.md): On Pro and Business, the Owner turns on call recording, transcripts and call summaries in Channels › Calls. The recording, summary and transcript show on the call in the Inbox. - [Handle calls outside business hours](https://useline.io/help/calls/business-hours.md): Set your hours in Settings › Hours. Hours change how calls are handled only through a Time Rule step in the call workflow of the number. - [Set up what happens when someone calls](https://useline.io/help/workflows/call-workflows.md): A call workflow starts with Call received and lists your numbers. It rings your team, forwards the call, runs your agent or takes a voicemail. - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. --- # Record and transcribe calls > On Pro and Business, the Owner turns on call recording, transcripts and call summaries in Channels › Calls. The recording, summary and transcript show on the call in the Inbox. Source: https://useline.io/help/calls/call-recording Section: Calls and numbers Last updated: 2026-11-06 Plans: Pro, Business Roles: Owner Line can record the calls your team answers and the calls your team makes from the Line apps. It can also write a transcript of each call and, when you turn on **Call summaries**, a short summary. Only the **Owner** of the workspace can change these settings. ## Plans | Plan | Recording and transcripts | |------|---------------------------| | Starter | Not available | | Pro | Available. Each recorded minute and each transcribed minute uses credits. | | Business | Available. No charge for each minute. | See current prices at /pricing. On Pro, if your workspace has no credits, Line does not record the call. The call still connects. ## What Line records - **Incoming calls** that a team member answers. Recording starts when the team member answers. - **Outgoing calls** that your team makes from the web app or the mobile app. Line does not record forwarded calls. An AI agent call and a voicemail are not call recordings, but Line can transcribe them. See **Turn on transcripts** below. ## Turn on recording 1. Open **Channels**. 2. Select **Calls**. 3. Select **Recording**. 4. Turn on **Record calls**. 5. Turn on **Record incoming calls**, **Record outgoing calls**, or both. **Record outgoing calls** is on by default. 6. Check the notice text in **Recording notice for incoming calls** and **Recording notice for outgoing calls**. The default text is "This call may be recorded." 7. Select **Save changes**. The caller hears the incoming notice before the call rings your team. The person you call hears the outgoing notice before the call connects. UK law requires a notice. You cannot save an empty notice. ### Turn recording off for some numbers or people 1. Turn on **Configurable by number** or **Configurable by team member**. 2. In **Recording by number** or **Recording by team member**, turn off the switch for each number or person that Line must not record. 3. Select **Save changes**. An incoming call that rings several team members is recorded only when all of them allow it. ## Turn on transcripts 1. Open **Channels**. 2. Select **Calls**. 3. Select **Transcription**. 4. Set the switches: - **Transcribe call recordings**: makes a transcript of each recorded call. It shows only when recording is on. - **Transcribe AI calls**: makes a transcript of each call your AI agent answers. - **Transcribe voicemails**: makes a transcript of each voicemail. 5. Optional: turn on **Play a transcription notice** and check the **Transcription notice**. This notice plays on AI calls and voicemails. If you turn it off, you must tell callers another way. 6. Select **Save changes**. **Transcribe AI calls** and **Transcribe voicemails** are on by default. ## Turn on call summaries 1. Open **Channels**. 2. Select **Calls**. 3. Select **Transcription**. 4. In **Summaries**, turn on **Call summaries**. 5. Select **Save changes**. Line then writes a summary, action items and tags for each transcribed call and voicemail. Each summary uses 1 credit, on every plan. **Call summaries** is off by default. While it is off, Line makes no summaries and shows none. If your workspace has no credits, Line does not make the summary. ## Listen to a recording 1. Open **Inbox**. 2. Select **Calls**. 3. Open the conversation. 4. On the call, select the play button. On Pro and Business, the call shows its recording, its summary and a **Show transcript** button. Select a line of the transcript to play the recording from that line. Select the download button to save the recording. Line makes the transcript after the call ends. On a plan without recording, select **Details** on the call. The dialog shows the same items. The tags come from this list: Sales, Support, Booking, Billing, Complaint, Feedback, Follow-up, Spam. On the Business plan, **Coaching** lists recent recorded and transcribed calls. You can filter by team member or tag. An Owner or Admin sees every call. A Member sees the calls they made or answered. ## Common problems **The settings show a plan name and a lock.** Your plan does not include recording. Change your plan in **Settings** › **Billing & Usage**. **You cannot change the switches.** Only the Owner can change these settings. **A call has no summary.** Check that **Call summaries** is on and that your workspace has credits. Line does not summarise a call that has no transcript. **A call was not recorded.** Check that recording is on for the direction of the call. Check the number and team member rules. On Pro, check that your workspace has credits. ## Related articles - [Set up voicemail](https://useline.io/help/calls/voicemail.md): Set the voicemail greeting in Channels › Calls › Voicemail. Listen to voicemails in Inbox › Calls. - [Make and receive calls in your browser](https://useline.io/help/calls/make-and-receive-calls.md): Take calls in the Line web app while a tab is open and your status is Available. Make calls from New › Make a Call, a contact or an Inbox thread. - [How credits and the credit wallet work](https://useline.io/help/billing/credits-and-usage.md): Line is prepaid. Calls, texts, WhatsApp, extra email and AI replies use credits from your wallet. One credit is 1p. Automatic top-up refills it. - [Your data, UK GDPR and how long Line keeps it](https://useline.io/help/privacy/your-data-and-gdpr.md): Line is the controller for your account data and the processor for your customers' calls and messages. An Owner sets how long communication data is kept. --- # Handle calls outside business hours > Set your hours in Settings › Hours. Hours change how calls are handled only through a Time Rule step in the call workflow of the number. Source: https://useline.io/help/calls/business-hours Section: Calls and numbers Last updated: 2026-11-06 Roles: Owner, Admin Your hours are a schedule that you save in **Settings** › **Hours**. The schedule alone does not change what happens to a call. To send calls a different way outside your hours, add a **Time Rule** step to the call workflow of your number. > **Important:** The default call workflow of a new number has no Time Rule. It rings Available team members at all hours. ## Before you start You need the **Owner** or **Admin** role. Every member can see the hours. ## Set your hours 1. Open **Settings**. 2. Select **Hours**. 3. Under **Schedules**, select **Business Hours**. 4. Check the **Timezone**. 5. Under **Weekly hours**, turn each day on or off. Set the start and end time for each open day. 6. Optional: select **24 hours** for a day that is open all day. Select **Open 24 hours, every day** to do this for every day. 7. Optional: type a start and end time next to **Set all open days to**, then select **Apply**. 8. Select **Save changes**. A new workspace starts with **Business Hours**, open 08:00 to 17:00 from Monday to Friday. If Line found your hours on your website during setup, it uses those hours. ### Add another schedule You can keep more than one schedule, for example "Call receiving hours". 1. Select **New schedule**. 2. Type a **Name**. 3. Select **Create hours set**. 4. Set the days and times, then select **Save changes**. You cannot delete **Business Hours**. You cannot delete a schedule that a workflow uses. ## Send calls a different way outside your hours Start from a workflow template. 1. Open **Workflows**. 2. Select **New workflow**. 3. Select **Business Hours Call Routing**. It rings your team during open hours and takes a voicemail outside them. **Agent for After-Hour Calls** sends calls outside your hours to an AI agent. 4. Type a **Workflow Name**. 5. Select **Create workflow**. 6. Open the first step of the workflow (**Call received**). Select **Add Phone Numbers** and select your number. 7. Open the **Time Rule** step. In **Hours set**, select the schedule. 8. Select **Publish**. 9. Select **Publish & Activate**. The Time Rule has two branches: **Open hours** and **Outside hours**. Each branch can lead to other steps, for example **Ring Members/Groups**, **Voicemail**, **Forward Calls** or **Agent**. The workflow reads the schedule when each call arrives. If you change your hours later, you do not need to publish the workflow again. For more about the step, see [Route by business hours with a Time Rule](https://useline.io/help/workflows/time-rule). ## Hours and your status Your hours are for the business. Your own status (Available, Busy, Away or Offline) decides if Line rings you. See [Set your availability and active hours](https://useline.io/help/team/availability). ## Common problems **Calls still ring after closing time.** The call workflow of the number has no Time Rule, or the workflow is not published. Open **Workflows** and check which workflow handles the number. **The hours are one hour wrong.** Check the **Timezone** of the schedule. ## Related articles - [Route by business hours with a Time Rule](https://useline.io/help/workflows/time-rule.md): Add a Time Rule step to a workflow. It splits calls and messages into Open hours and Outside hours, using an hours set from Settings > Hours. - [Set up what happens when someone calls](https://useline.io/help/workflows/call-workflows.md): A call workflow starts with Call received and lists your numbers. It rings your team, forwards the call, runs your agent or takes a voicemail. - [Set up voicemail](https://useline.io/help/calls/voicemail.md): Set the voicemail greeting in Channels › Calls › Voicemail. Listen to voicemails in Inbox › Calls. - [Set your availability and active hours](https://useline.io/help/team/availability.md): Your status decides if calls ring you. Only Available people ring. Active hours in the mobile app set you to Away outside your working hours. --- # Choose the number people see when you call > Outgoing calls show your Line number. To show your own existing number, verify it in Channels › Calls › External numbers and pick it in Show as. Source: https://useline.io/help/calls/caller-id Section: Calls and numbers Last updated: 2026-11-05 Roles: Owner, Admin When you call from Line, the person you call sees your Line number. You can also show a number that you already have, for example your office landline. First you verify that number in **Channels** › **Calls** › **External numbers**. ## Which number Line shows | Call | Number the other person sees | |------|------------------------------| | You call from the dialler and pick a verified external number in **Show as** | Your external number | | You call from the dialler and pick a Line number | Your Line number | | You call from **Call** in an Inbox thread or on a contact | Your Line number | | Line forwards a call with a **Forward Calls** step | Your Line number, not the caller's number | > **Note:** If your workspace has more than one Line number, calls from the web app show the first Line number that your workspace got. ## Verify an external number You need the **Owner** or **Admin** role. 1. Open **Channels**. 2. Select **Calls**. 3. Select **External numbers**. 4. In **Phone number**, type the number in international format, for example +447700900123. 5. Select **Call me**. 6. Answer the call on that phone. 7. When the call asks, key in the code that Line shows on the screen. 8. Wait until the status is **Verified**. If the call does not come or the code fails, select **Call me again**. The number shows under **Your business numbers** with one of these statuses: | Status | What it means | |--------|---------------| | Verified | You can show this number on outgoing calls. | | Pending | Line is waiting for you to key in the code. | | Needs retry | The check failed. Select **Call me again**. | To stop using a number, select **Remove**. ## Show your external number on a call 1. Select **New** (the **+** button) in the header bar. 2. Select **Make a Call**. 3. In **Show as**, select the number marked **(Your Number)**. 4. Type the number to call and select the green call button. Line numbers in the list are marked **(Line)**. ## Move a verified number to Line A verified number can also be ported to Line. On a verified number, select **Check eligibility**. Then select **Start port request**. See [Port your number to Line](https://useline.io/help/calls/port-your-number). ## Common problems **The call says the selected caller ID is not verified.** The number is not verified, or someone removed it. Verify it again in **External numbers**. **Show as does not list your number.** The number is not verified yet. Wait for **Verified**, then reload the page. ## Related articles - [Make and receive calls in your browser](https://useline.io/help/calls/make-and-receive-calls.md): Take calls in the Line web app while a tab is open and your status is Available. Make calls from New › Make a Call, a contact or an Inbox thread. - [Forward your existing number to Line](https://useline.io/help/calls/forward-your-existing-number.md): Keep your number and your provider. Divert its calls to your Line number, and Line handles them with the call workflow of that number. - [Port your number to Line](https://useline.io/help/calls/port-your-number.md): Ask the Line porting team to move an existing number to Line in Channels › Calls › Number porting. A UK mobile takes about a week, other numbers 4–6 weeks. - [Forward calls to a mobile or another phone](https://useline.io/help/calls/forward-calls.md): Verify the phone in Channels › Calls › Forward numbers, then add a Forward Calls step to the call workflow. Line forwards only to verified numbers. --- # Forward calls to a mobile or another phone > Verify the phone in Channels › Calls › Forward numbers, then add a Forward Calls step to the call workflow. Line forwards only to verified numbers. Source: https://useline.io/help/calls/forward-calls Section: Calls and numbers Last updated: 2026-11-06 Roles: Owner, Admin Line can send a call on to another phone, for example your mobile. You do this with a **Forward Calls** step in the call workflow of your number. Line forwards only to a number that you verified, or to one of your own Line numbers. ## Before you start - You need the **Owner** or **Admin** role. - Your workspace needs a Line number. Line places the verification call from it. ## Verify the number to forward to 1. Open **Channels**. 2. Select **Calls**. 3. Select **Forward numbers**. 4. In **Phone number**, type the number in international format, for example +447700900123. 5. Optional: type a **Label**, for example "Sam's mobile". 6. Select **Call to verify**. 7. Answer the call. Line reads a six-digit code two times. 8. Type the code in **Six-digit code**. 9. Select **Verify**. The code is valid for 10 minutes. If you miss the call, select **Call again**. | Status | What it means | |--------|---------------| | Verified | A workflow can forward to this number. | | Existing | Line verified this number before verification calls started. A workflow can forward to it. | | Awaiting code | Type the code from the call. | | Needs retry | The check failed. Select **Call again**. | You can add up to 25 forward numbers. Each number can get 3 verification calls an hour. ### Numbers that Line does not forward to - Premium-rate numbers (09). - Personal numbers (070). - Special-rate numbers (084, 087). - Numbers outside the UK. To forward to another country, contact support@useline.io. ## Add the Forward Calls step 1. Open **Workflows**. 2. Open the call workflow of your number. If the number uses the default workflow, create a call workflow first. See [Set up what happens when someone calls](https://useline.io/help/workflows/call-workflows). 3. Add a **Forward Calls** step where the call must go. 4. In **Forward To**, select the number. The list has your **Forward numbers** and your **Line numbers**. 5. In **Ring Timeout (seconds)**, type how long the phone rings. Use 5 to 60 seconds. 6. Select **Publish**. 7. Select **Publish & Activate**. You can also add a number from the step. Select **Add a forward number** or **Manage forward numbers**. The step has two branches: **Answered** and **Unanswered**. Connect **Unanswered** to another step, for example **Voicemail**. ## What the forwarded phone shows The forwarded phone shows your Line number, not the caller's number. Line does not record forwarded calls. ## Common problems **The forwarded phone does not ring, and the caller goes to voicemail.** The number in the step is not verified. The step shows "is not verified. Calls to it go to voicemail." Verify the number in **Forward numbers**. **Line refuses the number.** It is a premium-rate, personal or special-rate number, or it is outside the UK. Use another number. **You cannot add the step to the default workflow.** The default workflow is read only. Create your own call workflow. ## Related articles - [Set up what happens when someone calls](https://useline.io/help/workflows/call-workflows.md): A call workflow starts with Call received and lists your numbers. It rings your team, forwards the call, runs your agent or takes a voicemail. - [Handle calls outside business hours](https://useline.io/help/calls/business-hours.md): Set your hours in Settings › Hours. Hours change how calls are handled only through a Time Rule step in the call workflow of the number. - [Choose the number people see when you call](https://useline.io/help/calls/caller-id.md): Outgoing calls show your Line number. To show your own existing number, verify it in Channels › Calls › External numbers and pick it in Show as. - [Calls do not ring](https://useline.io/help/troubleshooting/calls-not-ringing.md): Check your status, the browser tab and sound, the call workflow of the number, and your credits. Line rings only Available people in a Ring step. --- # Send and reply to text messages > Send an SMS from the Inbox with New message, or reply in the conversation. Texts leave from your Line number and cost credits per segment. Source: https://useline.io/help/messaging/send-sms Section: Messaging channels Last updated: 2026-11-06 You send and receive texts on your Line number in the **Inbox**. Start a new text with **New message**, or reply in an open conversation. ## Before you start - You need a Line number that can send SMS. To get one, go to **Channels**, open **SMS**, then select **Buy a number**. - Your workspace needs credits. Each text costs credits. ## Send a new text 1. Open **Inbox**. 2. Select **New message** in the header bar. 3. In **To**, type a contact name or a phone number. 4. Select the contact, or type the full phone number. 5. Type the text in **Message**. 6. Select **Send**. You can also select the **+** button in the header bar, then **Send a Message**. This works from any page. The text starts a conversation in the Inbox. Replies from the customer go into the same conversation. ## Reply to a text 1. Open **Inbox**. 2. Select the conversation. 3. Make sure the **Reply** tab is selected in the composer. 4. Type your reply. 5. Select **Send**, or press Command + Enter. A reply leaves from the number that the conversation uses. The customer sees one number for the full conversation. ## Pictures and files Texts on UK numbers cannot carry pictures or files. The attach button is not available on an SMS reply. To share a file, use email, WhatsApp or Web Chat. You can attach a file to an internal note on an SMS conversation. Only your team sees it. ## Message length and segments A long text goes as more than one segment. Each segment costs credits. | Text contains | One segment holds | |---|---| | Only standard characters (GSM-7) | 160 characters | | An emoji or another special character | 70 characters | To see the count while you type, turn on **Show segment details**: 1. Go to **Settings**, then **General**. 2. In **Message composer**, turn on **Show segment details**. The composer then shows the characters in the current segment and the number of segments. This setting is for your user only. ## Texts to landlines A UK landline usually cannot receive texts. When you text a number that starts with 01, 02 or 03, Line shows "This looks like a landline." Select **Send anyway** to send it. Line does not show this warning for a number that has texted you before. ## Delivery status The line under your last message shows its status: | Icon | Status | |---|---| | Clock | Sending | | One tick | Sent | | Two ticks | Delivered | | Warning and **Not delivered** | The text did not arrive | SMS has no read status. For a failed text, see [A text message was not delivered](https://useline.io/help/troubleshooting/sms-not-delivered). ## Common problems **The New message button is not available.** Your workspace has no active number. Check the number status in **Channels** > **SMS**. **You see "Insufficient credits".** Your credit balance is too low to send. An Owner or Admin can buy credits in **Settings** > **Billing & Usage**. ## Related articles - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. - [Use message templates](https://useline.io/help/messaging/message-templates.md): Save replies you send often as templates in Channels > SMS > Templates, then insert them in the Inbox. WhatsApp templates also need Meta approval. - [A text message was not delivered](https://useline.io/help/troubleshooting/sms-not-delivered.md): Point to Not delivered under the message to see the reason. Common causes are a landline, an opt-out, an unreachable phone, a blocked country or low credits. - [How credits and the credit wallet work](https://useline.io/help/billing/credits-and-usage.md): Line is prepaid. Calls, texts, WhatsApp, extra email and AI replies use credits from your wallet. One credit is 1p. Automatic top-up refills it. --- # Connect WhatsApp and reply to customers > Connect a WhatsApp Business number through Meta, then answer chats in the Inbox. Outside the 24-hour service window, you must send an approved template. Source: https://useline.io/help/messaging/whatsapp Section: Messaging channels Last updated: 2026-11-06 Plans: Pro, Business Roles: Owner, Admin You connect a WhatsApp Business number to Line through Meta. After that, customer WhatsApp messages come into the shared **Inbox**, and your team replies from there. ## Before you start - To connect a number, you need the **Owner** or **Admin** role. Any member can reply to WhatsApp chats. - Connecting a WhatsApp account is on the Pro and Business plans. On Starter, the connect screen shows a **Pro** lock. An account that is already connected keeps working. - You need a Meta account with full control of the Business Portfolio. - You need your legal business name, address, website and WhatsApp display name. ## Choose a setup path Line offers three paths. The path depends on the state of the number now. | Path | Use it when | Result | |---|---|---| | **Set up a new WhatsApp Business Account** | The number was never on WhatsApp. | Meta registers the number now. You can use a Line number or another mobile number. | | **Take over an existing WhatsApp Business Account** | The number is on WhatsApp with another provider or in the WhatsApp Business app. | The number moves to Line. It stops working with its current provider or app. | | **Connect an existing WhatsApp Business Account** | You want to keep the WhatsApp Business app on your phone. | The app and Line share the number. | > **Important:** For **Take over an existing WhatsApp Business Account**, turn off two-factor authentication on the WhatsApp account before you start. For **Connect an existing WhatsApp Business Account**, have the phone with the latest WhatsApp Business app near you. Meta confirms the connection in the app. ## Connect a number 1. Go to **Channels**, then open **WhatsApp**. 2. Select **Connect a number**. 3. Select a setup path. 4. Choose the number. For a new account, select **A Line number** or **Another mobile number**. 5. Select **Continue**. 6. Read the requirements. Copy the number that Line shows. Meta asks you to type it. 7. Select **Continue with Facebook**. 8. In the Facebook window, choose or create the business account and verify the number. 9. Come back to Line. Line saves the connection and shows **WhatsApp setup**. If you use a Line number, Meta sends the verification code to Line. Line shows the code next to the Facebook window. For another mobile number, Meta sends the code to that phone. You can also start from a Line number: open **Channels** > **Calls**, select the number, then select **Connect WhatsApp**. ## Finish the setup checklist **WhatsApp setup** shows a checklist: - **Number registered** - **Display name approved** - **Starter templates submitted** - **Payment method added in Meta** - **Test message received** Meta charges your business directly for some messages. Add a payment method in Meta: select **Meta billing**. To test the number, select **Send a test message**. To open the checklist again, open the number in **Channels** > **WhatsApp**, then select **Setup checklist**. ## Reply in the Inbox 1. Open **Inbox**. To see only WhatsApp, select **WhatsApp** under **Views**. 2. Select the conversation. 3. Type your reply and select **Send**. During the service window, you can send text, files and voice notes. ### The 24-hour service window A customer message opens a 24-hour customer service window. During the window, you can send any message. The thread header shows the time that remains, for example "Service window 5h 20m remaining". When the window closes, the composer shows "The 24-hour WhatsApp service window has closed." You then have two options: - Send an approved WhatsApp template. - Wait for the customer to send a new message. This opens a new window. To send a template after the window closes: 1. In **Approved template**, select **Choose a template**, then select a template. 2. Fill in each value field. 3. Check the preview. 4. Select **Send**. The list shows only templates that Meta approved for that number's WhatsApp Business account. To make a template, see [Use message templates](https://useline.io/help/messaging/message-templates). ### Read receipts Line tells the customer that you read a message only when a person opens the conversation. Until then, the customer sees grey ticks. ## Manage a connected number Open **Channels** > **WhatsApp** and select the number. The number has four tabs: | Tab | What it holds | |---|---| | **Configuration** | Channel label, chat link, status, verified name, quality, messaging limit, **Handled by**, business profile and address | | **Templates** | The WhatsApp templates of the number's WhatsApp Business account | | **Billing** | What Meta charges and the Line credits that WhatsApp uses | | **Calls** | WhatsApp calls for the number | The **Handled by** section shows the workflows that answer messages on the number. Select **Edit workflow** to change what happens when a message arrives. ## Costs Two parties charge for WhatsApp: - Meta charges your business directly, with the payment method in Meta. - Line uses credits from your workspace wallet for messages sent and received. See current prices at /pricing. ## Common problems **The Continue button stays disabled.** On Starter, connecting needs the Pro plan. An Owner or Admin can change the plan in **Settings** > **Billing & Usage**. **Line shows "Reconnect WhatsApp".** Meta disconnected the number. Select **Reconnect** and complete the Facebook steps again. **You cannot send a free-form reply.** The service window is closed. Send an approved template, or wait for the customer to message again. ## Related articles - [Use message templates](https://useline.io/help/messaging/message-templates.md): Save replies you send often as templates in Channels > SMS > Templates, then insert them in the Inbox. WhatsApp templates also need Meta approval. - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. - [WhatsApp messages do not arrive](https://useline.io/help/troubleshooting/whatsapp-not-receiving.md): Check the number status in Channels > WhatsApp. A Disconnected or Failed number needs Reconnect. Outside the 24-hour window, send an approved template. - [Set up what happens when a message comes in](https://useline.io/help/workflows/message-workflows.md): A message workflow starts with Message received. Filter by channel, endpoint, keywords or contact, then add an Agent step, an email or a text. --- # Connect your support email to the Inbox > Add an email inbox in Channels, then forward your support address to the Line address. Your team then reads and answers email in the shared Inbox. Source: https://useline.io/help/messaging/email-channel Section: Messaging channels Last updated: 2026-11-05 Roles: Owner, Admin Line puts your customer email in the shared **Inbox**. You add an email inbox in Line, then forward your support address to the Line address. Line does not need access to your mailbox. ## Before you start - You need the **Owner** or **Admin** role to add or change an inbox. Every member can read and answer email. - You need access to the forwarding settings of your mailbox. ## Add an email inbox 1. Go to **Channels**, then open **Email**. 2. Select **Add an inbox**. 3. In **Support address**, type the address that customers write to, for example help@yourbusiness.co.uk. 4. In **Send-as name**, type the name that customers see. Leave it empty to use your workspace name. 5. Select **Continue**. 6. Line shows **Forward your mail to Line** and a new Line address. Select the address to copy it. 7. Select **Done**. ## Forward your mail to Line Set your mailbox to forward a copy of each email to the Line address. Line shows steps for **Gmail**, **Microsoft 365** and **Other** providers. ### Gmail 1. In Gmail, open **Settings**, then **See all settings**, then **Forwarding and POP/IMAP**. 2. Select **Add a forwarding address** and paste the Line address. 3. Gmail sends a confirmation code. The code arrives in your Line **Inbox**. Enter it in Gmail. 4. Select **Forward a copy of incoming mail**, then save. ### Microsoft 365 1. Open the Microsoft 365 admin center, then **Users**, then **Active users**. 2. Select the mailbox, open **Mail**, then **Email forwarding**. 3. Turn on forwarding and paste the Line address. 4. Keep a copy of forwarded mail in the mailbox, then save. ### Other providers 1. Open the forwarding settings of your email provider. 2. Add the Line address as a forwarding address. 3. If the provider asks you to confirm, the confirmation email arrives in your Line **Inbox**. 4. Send a test email to your support address. The inbox status shows **Waiting for first email** until the first email arrives. It then changes to **Connected**. ## Answer email 1. Open **Inbox**. To see only email, select **Email** under **Views**. 2. Select the conversation. 3. Type your reply and select **Send**. You can attach files to an email reply. A customer reply to your email goes into the same conversation. Replies leave from a Line address, not from your support address. Customers see your send-as name. When they reply, the reply comes back to the Line Inbox. ## Start a new email 1. Open **Inbox**. 2. Select **New email** in the header bar. 3. In **From**, select the inbox. 4. Type the address in **To**, then a **Subject** and a **Message**. 5. Select **Send**. **New email** shows only when your workspace has an inbox that can send. ## Change or turn off an inbox Open **Channels** > **Email** and select the inbox. - **Details** — change the **Support address** or the **Send-as name**, then select **Save**. - **Connection** — shows the Line address, the status and the time of the first email. - **Handled by** — shows the workflows that run for each email. Select **Edit workflow** to change them. - **Turn off this inbox** — select **Turn off**. Line then ignores new mail to the inbox, and you cannot send from it. Existing conversations stay in the Inbox. ## Common problems **The status stays at Waiting for first email.** Forwarding is not on, or your provider waits for confirmation. Look for the provider's confirmation email in the Line Inbox. Then send a test email to your support address. **New email is not in the header bar.** No inbox can send. Check that an inbox exists and is not turned off. ## Related articles - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. - [Use message templates](https://useline.io/help/messaging/message-templates.md): Save replies you send often as templates in Channels > SMS > Templates, then insert them in the Inbox. WhatsApp templates also need Meta approval. - [Set up what happens when a message comes in](https://useline.io/help/workflows/message-workflows.md): A message workflow starts with Message received. Filter by channel, endpoint, keywords or contact, then add an Agent step, an email or a text. - [Send and reply to text messages](https://useline.io/help/messaging/send-sms.md): Send an SMS from the Inbox with New message, or reply in the conversation. Texts leave from your Line number and cost credits per segment. --- # Add the Web Chat widget to your website > Add a widget in Channels > Web Chat, copy the script from Install, and paste it once before the closing body tag of your website. Source: https://useline.io/help/messaging/web-chat Section: Messaging channels Last updated: 2026-11-05 Roles: Owner, Admin The Web Chat widget puts a chat on your website. Visitor messages come into the shared **Inbox**. To install it, you copy one script tag from Line and paste it into your website. ## Before you start - You need the **Owner** or **Admin** role to set up a widget. - You need access to your website's HTML or to its tag manager. ## Add a widget If **Channels** > **Web Chat** already lists a widget, go to the next section. 1. Go to **Channels**, then open **Web Chat**. 2. Select **Add a widget**. 3. Type a **Name**, for example "Main website". 4. Select **Create**. Line opens the page for the new widget. You can add more than one widget, for example one for each website. ## Set where the widget shows 1. Open the widget in **Channels** > **Web Chat**. 2. In the widget menu, select **Widget**. 3. Set the fields: - **Style** — **Chat bubble** or **Ask bar**. - **Allowed domains** — one domain per line, for example example.com. A parent domain also allows its subdomains. If you leave this empty, the widget works on any site. - **Launcher placement** — **Floating launcher**, **Custom trigger only**, or both. - **Custom trigger selector** — shows when you use a custom trigger. Add this selector, for example `[data-line-chat]`, to any button or link that must open the chat. - **Hide launcher on pages** (**Hide ask bar on pages** for the ask bar) — one page path per line, for example /checkout. Use `*` for any text: /account/* covers every page under /account. - **Position** — **Bottom right** or **Bottom left**. This field is not shown for the ask bar. 4. Select **Save changes**. Use **Appearance** and **Conversation** to set the colours, the avatar, the greeting and the suggested questions. The **Preview** shows the real widget with your changes. ## Install the widget 1. Open the widget in **Channels** > **Web Chat**. 2. In the widget menu, select **Install**. 3. Select **Copy** to copy the script tag. 4. Paste the script tag one time on each page, before the closing `` tag. If you use a tag manager, add it as a custom HTML tag on all pages. 5. Publish your website. 6. Open your website and check that the launcher shows. The chat panel loads only after a visitor selects the launcher. > **Important:** The script tag contains the launcher placement and the custom trigger selector. If you change either of them, copy the script tag again and replace the old one on your website. ## Answer chats Chats appear in the **Inbox**. To see only chats, select **Web Chat** under **Views**. The widget's workflow decides who answers first. To see or change it, open the widget and find **Handled by**. Select **Edit workflow**. When your agent handles a chat, the Inbox shows "Line is handling this conversation." above the composer. To answer the visitor yourself, select **Take over**. To give the chat back to the agent, open the actions menu (three dots) and select **Return to AI**. You can send files in a live chat. ## Turn off a widget 1. Open the widget in **Channels** > **Web Chat**. 2. In **Turn off this widget**, select **Turn off**. The widget then does not load on your website. Its conversations stay in the Inbox. Select **Turn on** to start it again. ## Common problems **The launcher does not show on the website.** Check these items: - The widget is on. Its status in **Channels** > **Web Chat** is **Live**, not **Turned off**. - The website domain is in **Allowed domains**, or the list is empty. - The page is not in the list of hidden pages. - With **Custom trigger only**, no floating launcher shows. The chat opens from your own button. **The custom button does not open the chat.** The selector on the button must match the **Custom trigger selector**. Copy the script tag again after you change the selector. ## Related articles - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. - [Set up what happens when a message comes in](https://useline.io/help/workflows/message-workflows.md): A message workflow starts with Message received. Filter by channel, endpoint, keywords or contact, then add an Agent step, an email or a text. - [Hand a conversation over to a person](https://useline.io/help/ai-agents/hand-over-to-a-person.md): Add handover rules in the agent's Procedures tab. When a rule matches, the conversation waits for your team. You choose if the agent keeps answering while the customer waits. - [Send and reply to text messages](https://useline.io/help/messaging/send-sms.md): Send an SMS from the Inbox with New message, or reply in the conversation. Texts leave from your Line number and cost credits per segment. --- # Use message templates > Save replies you send often as templates in Channels > SMS > Templates, then insert them in the Inbox. WhatsApp templates also need Meta approval. Source: https://useline.io/help/messaging/message-templates Section: Messaging channels Last updated: 2026-11-06 Plans: Pro, Business A template is a saved message that your team inserts in a reply. One set of templates works for SMS, email, Web Chat and WhatsApp. To send a template on WhatsApp after the 24-hour service window, Meta must approve it first. ## Before you start - Templates are on the Pro and Business plans. On Starter, **New template** shows a **Pro** lock, and the Inbox shows no templates. - Any member who can reply can make a personal template. Only that member sees it and can change it. - You need the **Owner** or **Admin** role to make, change or archive a shared template. Every member can insert shared templates. - If you change to a plan without templates, you can still edit the templates that you made before. ## Make a template 1. Go to **Channels**, then open **SMS**. 2. Select **Templates**. 3. Select **New template**. 4. Type a **Name**. 5. If you are an Owner or Admin, select **Who can use it**: **Everyone in the workspace** or **Only me**. For other members, the template is always **Only me**. 6. Optional: type a **Shortcut**, for example follow_up. 7. Type the **Message**. 8. Select **Save**. A personal template shows an **Only me** tag in the list. ### Fields in a template A field fills in a value when you insert the template. Write a field in double braces: | Field | Value | |---|---| | `{{contact_name}}` | The name of the contact | | `{{contact_company}}` | The company of the contact | | `{{business_name}}` | Your business name | You can add your own fields, for example `{{booking_date}}`. When you insert the template, Line asks for each value that it does not know. Example: `Hello {{contact_name}}, thanks for your message.` ## Insert a template in a reply 1. Open a conversation in the **Inbox**. 2. Select the **Templates** button in the composer. You can also type `/` at the start of the reply. 3. Search for the template and select it. 4. If Line asks for values, type them in **Fill template fields**, then select **Insert**. 5. Edit the text if necessary. 6. Select **Send**. Templates are also available in the **New message** and **New email** dialogs. ## Change or archive a template 1. Go to **Channels** > **SMS** > **Templates**. 2. Select the pencil button to edit a template, or the bin button to archive it. You can change only your own personal templates. Only an Owner or Admin can change a shared template. ## Get a template approved for WhatsApp WhatsApp requires an approved template to message a customer outside the 24-hour service window. Templates belong to the WhatsApp Business account, so every number on that account can send them. ### Build a WhatsApp template 1. Go to **Channels** > **WhatsApp** and select the number. 2. Select the **Templates** tab. 3. Select **New template**. 4. In **Details**, type a **Label**, check the **Meta name**, then set the **Language** and the **Category**. 5. In **Message**, type the **Body**. Select **Add variable** to add a field. Give each variable a sample. 6. Optional: in **Optional components**, add a **Header**, a **Footer** or **Buttons**. 7. Check the phone preview. 8. Select **Submit for review**. To keep the template in Line without sending it to Meta, select **Save draft**. The categories are: | Category | Use it for | |---|---| | **Marketing** | Offers, announcements and invitations to come back | | **Utility** | Updates about an order, booking or account | | **Authentication** | One-time codes for sign-in and verification | Meta can change the category if the content does not match it. This changes what Meta charges for each message. ### Send a shared template to Meta An Owner or Admin can also send a shared template from **Channels** > **SMS** > **Templates** to Meta: 1. Select **WhatsApp** on the template. 2. In **Submit to WhatsApp**, select the **Account**, the **Language** and the **Category**. 3. Optional: add a **Header**, a **Footer** or a **Quick reply button**. 4. Type an example value for each field. 5. Select **Submit**. ### Template status The **Templates** tab of the number shows each template's status: | Status | Meaning | |---|---| | **Draft** | Saved in Line. Not sent to Meta. | | **In review** | Meta is reviewing it. | | **Approved** | You can send it. | | **Rejected** | Meta refused it. The row shows Meta's reason. Select **Edit and resubmit**. | | **Paused** | Meta paused it. | Select **Sync from Meta** to get the latest status from Meta. If you edit a template after Meta approved it, the approved version stays available. Submit the new version to get it approved. ## Common problems **The template list in the Inbox says "No templates yet."** Your workspace has no templates, or your plan does not include templates. On Starter, the Inbox shows no templates. **A WhatsApp template does not show after the window closes.** Only approved templates for that number's WhatsApp Business account show. Check the status on the number's **Templates** tab, then select **Sync from Meta**. ## Related articles - [Connect WhatsApp and reply to customers](https://useline.io/help/messaging/whatsapp.md): Connect a WhatsApp Business number through Meta, then answer chats in the Inbox. Outside the 24-hour service window, you must send an approved template. - [Send and reply to text messages](https://useline.io/help/messaging/send-sms.md): Send an SMS from the Inbox with New message, or reply in the conversation. Texts leave from your Line number and cost credits per segment. - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. - [Connect your support email to the Inbox](https://useline.io/help/messaging/email-channel.md): Add an email inbox in Channels, then forward your support address to the Line address. Your team then reads and answers email in the shared Inbox. --- # Use the shared Inbox > The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. Source: https://useline.io/help/inbox/shared-inbox Section: Inbox and contacts Last updated: 2026-11-06 The **Inbox** shows every customer conversation in one list: texts, calls, voicemails, WhatsApp, email and Web Chat. Every member of your workspace sees the same conversations and can reply. ## Find your way around The Inbox has three columns: | Column | What it shows | |---|---| | Conversation list | One row for each conversation, newest activity first. The badge on the avatar shows the channel. The small avatar at the foot of a row shows who the conversation is assigned to. | | Thread | The messages, calls and internal notes of the open conversation, with the composer at the bottom. | | Contact panel | The contact's details, **Call** and **Open contact**. Use **Show contact details** or **Hide contact details** in the thread header to show or hide it. | The sub-menu on the left holds your views, such as **My Inbox**, **Mentions** and one view for each channel. See [Organise the Inbox with views](https://useline.io/help/inbox/inbox-views). ## Open and read a conversation 1. Open **Inbox**. 2. Select a conversation in the list. An unread conversation has a dark dot and a heavier name. Line marks a conversation as read when you open it. To mark it as unread again: 1. Select the actions menu (three dots) in the thread header. 2. Select **Mark as unread**. ## Search Type in **Search people, numbers, messages** above the list. The search looks in open and closed conversations. A closed result has a **Closed** tag. ## Reply 1. Open the conversation. 2. Make sure the **Reply** tab is selected in the composer. 3. Type your message. 4. Select **Send**, or press Command + Enter. The reply goes on the same channel as the conversation. The composer shows the channel and the number next to **Send**, for example "via SMS". The composer also has buttons to attach a file, insert a template, add an emoji and record a voice note. Some buttons show only on channels that support them. SMS cannot carry files. When you reply to a conversation that nobody holds, Line assigns it to you. ## Conversation states The list has five tabs: **Open**, **Waiting**, **Snoozed**, **Closed** and **Spam**. Each conversation is in one state. The list shows only the conversations in the selected tab. | Tab | What it holds | |---|---| | **Open** | Conversations that need work | | **Waiting** | Conversations in which your team replied and waits for the customer | | **Snoozed** | Conversations that you put away until a time that you choose | | **Closed** | Finished conversations | | **Spam** | Conversations that you marked as spam | When the customer sends a new message, Line moves a waiting, snoozed or closed conversation back to **Open**. A conversation in **Spam** stays in **Spam**. ## Change the state of a conversation To close a conversation, select **Close** in the thread header. To reopen a closed conversation, select **Reopen**. To snooze it, select **Snooze** (the alarm clock) in the thread header. For the other actions: 1. Open the conversation. 2. Select **Conversation actions** (three dots) in the thread header. 3. Select an action. | Action | What it does | |---|---| | **Close conversation** | Moves the conversation to **Closed**. | | **Reopen conversation** | Moves a closed conversation to **Open**. | | **Snooze…** | Opens **Snooze until**. Select **In 3 hours**, **Tomorrow, 9:00** or **Next Monday, 9:00**. Or set a date and time, then select **Snooze**. The time must be in the future and no more than one year away. At that time, Line moves the conversation back to **Open**. | | **Mark as waiting** | Moves the conversation to **Waiting**. | | **Mark as open** | Shows on a waiting or snoozed conversation. Moves it to **Open**. | | **Merge…** | Email only. Opens **Merge with**. It lists the other email conversations of the same contact. Select one, then select **Merge**. The older conversation stays and keeps its subject. The messages, notes, files and drafts of the newer one move into it. You cannot undo a merge. | | **Mark as spam** | Moves the conversation to **Spam**. Select **Not spam** to move it back to **Open**. | After you change the state, a toast shows **Undo**. A merge has no **Undo**. The **Send** menu in the composer also has **Send and close** and **Send and snooze…**. An Owner or Admin can turn on **Set Waiting when a reply is sent** in **Settings** > **General**. Then a reply from the Inbox moves an open conversation to **Waiting**. It is off by default. ## Delivery status For SMS and WhatsApp, the line under your last message shows a tick: | Icon | Status | |---|---| | Clock | Sending | | One grey tick | Sent | | Two grey ticks | Delivered | | Two olive ticks | Read (WhatsApp only) | | Warning and **Not delivered** | Failed | Point to **Not delivered** to see the reason. Select **Retry** to send the same text again as a new message. Email and Web Chat show only **Sent** or **Not delivered**. ## Common problems **A message is not delivered.** See [A text message was not delivered](https://useline.io/help/troubleshooting/sms-not-delivered) or [WhatsApp messages do not arrive](https://useline.io/help/troubleshooting/whatsapp-not-receiving). **A conversation that you closed comes back.** The customer sent a new message. Line moves a waiting, snoozed or closed conversation back to **Open** when the customer writes again. ## Related articles - [Assign a conversation to a teammate](https://useline.io/help/inbox/assign-conversations.md): Use the assignee button in the thread header to give a conversation to a teammate. When you reply to an unassigned conversation, Line assigns it to you. - [Add internal notes and mention teammates](https://useline.io/help/inbox/internal-notes-and-mentions.md): Select Internal note in the composer to write a note that only your team sees. Type @ to mention a teammate, who then sees it in Mentions. - [Organise the Inbox with views and folders](https://useline.io/help/inbox/inbox-views.md): The Inbox sub-menu has My Inbox, Mentions and one view for each channel. Select Manage to change the order of views and to make your own folders. - [Send and reply to text messages](https://useline.io/help/messaging/send-sms.md): Send an SMS from the Inbox with New message, or reply in the conversation. Texts leave from your Line number and cost credits per segment. --- # Assign a conversation to a teammate > Use the assignee button in the thread header to give a conversation to a teammate. When you reply to an unassigned conversation, Line assigns it to you. Source: https://useline.io/help/inbox/assign-conversations Section: Inbox and contacts Last updated: 2026-11-05 An assignment shows who holds a conversation. You change it with the assignee button in the thread header. Every member can assign a conversation. ## Assign a conversation 1. Open the conversation in the **Inbox**. 2. Select the assignee button in the thread header. It shows the current assignee, or **Unassigned**. 3. Select a teammate. Select **You** to take it yourself. To remove the assignee, select **Unassigned**. ## Automatic assignment when you reply When you send a reply on a conversation that nobody holds, Line assigns it to you. A conversation that a teammate holds keeps that teammate. ## Choose one owner or shared ownership An Owner or Admin chooses how assignment works for the whole workspace: 1. Go to **Settings**, then **General**. 2. In **Conversation ownership**, select one option: | Option | How it works | |---|---| | **One owner** | A conversation has one assignee. A teammate takes it over by a hand-off. | | **Shared** | Several teammates can work on one conversation. Each person who replies joins it. | With **Shared**, the assignee button shows the owner and the number of other people, for example "Sam +2". Select a person in the list to add or remove them. The actions menu (three dots) also has **Add a teammate**. ## Hand off to a teammate You can ask a teammate to take a conversation through team chat: 1. Select the actions menu (three dots) in the thread header. 2. Select **Hand off to a teammate**, then select the person. Line sends the conversation to that person in a direct message. When they select **Take it**, Line assigns the conversation to them. If they select **Not now**, the assignment does not change. To ask for help without a hand-off, select **Ask a teammate**. See [Chat with your team](https://useline.io/help/inbox/team-chat). ## Common problems **A Web Chat conversation shows "Line" as the assignee.** Your agent handles the chat. Select **Take over** above the composer to answer it yourself. **The hand-off options are not in the actions menu.** **Ask a teammate** and **Hand off to a teammate** need team chat. If your workspace has no team chat, assign the conversation with the assignee button. ## Related articles - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. - [Chat with your team](https://useline.io/help/inbox/team-chat.md): Open Inbox, then Team, to send direct messages and talk in spaces. You can share a customer conversation or hand it over to a teammate. - [Invite team members to your workspace](https://useline.io/help/team/invite-team-members.md): Go to Settings > Team, select Invite a teammate, enter their email and role, then send. The invite link works for seven days. - [Add internal notes and mention teammates](https://useline.io/help/inbox/internal-notes-and-mentions.md): Select Internal note in the composer to write a note that only your team sees. Type @ to mention a teammate, who then sees it in Mentions. --- # Add internal notes and mention teammates > Select Internal note in the composer to write a note that only your team sees. Type @ to mention a teammate, who then sees it in Mentions. Source: https://useline.io/help/inbox/internal-notes-and-mentions Section: Inbox and contacts Last updated: 2026-11-05 An internal note is a message in a conversation that only your team sees. Line never sends it to the customer. You can mention a teammate in a note, and the conversation then shows in their **Mentions** view. ## Add an internal note 1. Open the conversation in the **Inbox**. 2. In the composer, select the **Internal note** tab. 3. Type the note. 4. Select **Add note**. The note shows in the thread with a different colour. It stays in the conversation on every channel and in every view. > **Note:** Check the tab before you type. The **Reply** tab sends the message to the customer. ## Attach files to a note You can attach files to a note on every channel, including SMS. 1. Select the **Internal note** tab. 2. Select **Attach a file**, or drop a file on the thread. 3. Select **Add note**. A note can hold up to 5 files of up to 25 MB each. A note can hold only files, with no text. ## Mention a teammate 1. In the **Internal note** tab, type `@`. 2. Select the teammate from the list. 3. Finish the note and select **Add note**. The teammate sees the conversation in **Mentions** in the Inbox sub-menu. ## See your mentions 1. Open **Inbox**. 2. Select **Mentions** in the sub-menu. **Mentions** lists the conversations in which a teammate mentioned you. It also shows your mentions from team chat. ## Discuss a note in team chat Each note has a **Discuss in chat** button. It starts a team chat discussion with the conversation and the note text. The note then shows the number of replies. See [Chat with your team](https://useline.io/help/inbox/team-chat). ## Related articles - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. - [Organise the Inbox with views and folders](https://useline.io/help/inbox/inbox-views.md): The Inbox sub-menu has My Inbox, Mentions and one view for each channel. Select Manage to change the order of views and to make your own folders. - [Chat with your team](https://useline.io/help/inbox/team-chat.md): Open Inbox, then Team, to send direct messages and talk in spaces. You can share a customer conversation or hand it over to a teammate. - [Assign a conversation to a teammate](https://useline.io/help/inbox/assign-conversations.md): Use the assignee button in the thread header to give a conversation to a teammate. When you reply to an unassigned conversation, Line assigns it to you. --- # Organise the Inbox with views and folders > The Inbox sub-menu has My Inbox, Mentions and one view for each channel. Select Manage to change the order of views and to make your own folders. Source: https://useline.io/help/inbox/inbox-views Section: Inbox and contacts Last updated: 2026-11-06 A view is a filter on the conversation list. The Inbox sub-menu shows your views. Select a view to see only the conversations in it. ## The views | View | What it shows | |---|---| | **My Inbox** | Every conversation | | **Mentions** | Conversations in which a teammate mentioned you in an internal note, and your team chat mentions | | **Views** | One view for each channel that your workspace uses: **SMS**, **Calls**, **WhatsApp**, **Web Chat** and **Email**. Your own folders also show here. | A channel view shows only the activity on that channel. For example, **SMS** does not show calls. Internal notes show in every view. The number next to a view is the number of unread conversations in it. ## Make a folder A folder is a view with your own filter. You need the **Owner** or **Admin** role to make or delete a folder. Every member of the workspace sees the folder. 1. Open **Inbox**. 2. Select **Manage** at the bottom of the sub-menu. 3. In **New folder**, type a **Name**, for example "VIP customers". 4. In **Channel**, select a channel, or **Any channel**. 5. Optional: select **Unread only**. 6. Select **Create folder**. The folder shows under **Views**. ## Change the order of views 1. Select **Manage**. 2. Use **Move up** and **Move down** to move each view. 3. Select **Save order**. To delete a folder, select **Delete folder** next to it in **Manage**. Any member can change the order. The order is for your user only. Your teammates keep their own order. ## Status tabs Each view has five tabs above the list: **Open**, **Waiting**, **Snoozed**, **Closed** and **Spam**. The list shows only the conversations in the selected tab. The number on the selected tab is for the current view. See [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox). ## Team inboxes The sub-menu also has a **Team inboxes** group. Select a team inbox to see only the conversations in it. The number next to it is the number of unread conversations in it. To make a team inbox, you need the **Owner** or **Admin** role. 1. Select **Add team inbox** (**+**) next to **Team inboxes**. 2. Type a name. 3. Select **New team inbox**. To move a conversation into a team inbox: 1. Open the conversation. 2. In the thread header, select the team inbox button beside the assignee. It shows **No team inbox** when the conversation is in no team inbox. 3. Select a team inbox. Select **No team inbox** to take the conversation out. Line saves the change at once. Every member who can reply can move a conversation. The button shows only when the workspace has a team inbox, and only on a wide screen. ## Related articles - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. - [Add internal notes and mention teammates](https://useline.io/help/inbox/internal-notes-and-mentions.md): Select Internal note in the composer to write a note that only your team sees. Type @ to mention a teammate, who then sees it in Mentions. - [Chat with your team](https://useline.io/help/inbox/team-chat.md): Open Inbox, then Team, to send direct messages and talk in spaces. You can share a customer conversation or hand it over to a teammate. - [Assign a conversation to a teammate](https://useline.io/help/inbox/assign-conversations.md): Use the assignee button in the thread header to give a conversation to a teammate. When you reply to an unassigned conversation, Line assigns it to you. --- # Add and edit contacts > Line makes a contact when someone calls or messages you. Open Contacts to search, add, edit, export or delete a contact. Source: https://useline.io/help/inbox/contacts Section: Inbox and contacts Last updated: 2026-11-06 A contact is a record of one customer. Line makes a contact when someone calls or messages you. You can also add contacts yourself in **Contacts**. ## Before you start - Every member can see contacts. - You need the **Owner** or **Admin** role to add, edit, export or delete a contact. ## Find a contact 1. Open **Contacts**. 2. Type in **Search contacts...**. The search looks at the name, company, phone number and email. The list shows 50 contacts on each page, newest first. It shows the number of messages and calls and the last activity for each contact. ## Add a contact 1. Open **Contacts**. 2. Select **Add Contact**. 3. Type the **First name** and the **Last name**. 4. Type the **Phone number**. This field is necessary. 5. Optional: type the **Company** and **Notes**. 6. Select **Create contact**. You can also select the **+** button in the header bar, then **Create a Contact**. ## Edit a contact from the Inbox 1. Open the conversation in the **Inbox**. 2. In the contact panel, find **Contact** and select **Edit**. 3. Change the fields: **First name**, **Last name**, **Label**, **Company**, **Notes** and **Tags**. 4. Select **Save**. Type tags as a comma-separated list. A contact can have up to 20 tags of up to 40 characters each. If the conversation has no saved contact, the panel shows the form at once. ## See a contact's history 1. Open **Contacts**. 2. Select the contact. The contact page shows the details on the left and the **Activity** feed on the right. Use the filters above the feed to show **All**, **Conversations**, **Calls**, **Notes** or **Updates**. If the contact sent or got files, the page shows a **Files** section. Select **Show all** to open the **Media, links and docs** panel. ## Edit a contact from the contact page 1. Open the contact page. 2. Select **More actions**. 3. Select **Edit contact**. 4. Change the fields, for example **First name**, **Last name**, **Label**, **Company** and **Notes**. 5. Select **Save**. You can also select **Edit** beside **Details**. ## Export or delete a contact's data On the contact page, select **More actions**. Then: - Select **Export data**. Line emails you a link to the export. - Select **Delete contact data** to delete the contact. Type the contact name to confirm. > **Important:** **Delete contact data** deletes the contact, the linked messages and the call content. You cannot undo this. ## Related articles - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. - [Your data, UK GDPR and how long Line keeps it](https://useline.io/help/privacy/your-data-and-gdpr.md): Line is the controller for your account data and the processor for your customers' calls and messages. An Owner sets how long communication data is kept. - [Delete your data or your account](https://useline.io/help/privacy/delete-your-data.md): Erase one contact on its contact page, or close your account in Settings > Organisation Settings > Delete account. Line erases the data after 30 days. - [Assign a conversation to a teammate](https://useline.io/help/inbox/assign-conversations.md): Use the assignee button in the thread header to give a conversation to a teammate. When you reply to an unassigned conversation, Line assigns it to you. --- # Chat with your team > Open Inbox, then Team, to send direct messages and talk in spaces. You can share a customer conversation or hand it over to a teammate. Source: https://useline.io/help/inbox/team-chat Section: Inbox and contacts Last updated: 2026-11-06 Team chat lets your team send direct messages and talk in named spaces. It is in the **Inbox**. Team chat never sends a message to a customer. Team chat is on for every workspace by default, on every plan. Every member who can reply to customers can use it. There is no setting in the app to turn team chat on or off. If you do not see **Team** in the Inbox, contact support at support@useline.io. ## Open team chat 1. Open **Inbox**. 2. At the top of the sub-menu, select **Team**. Select **Customers** to go back to customer conversations. The **Team** sub-menu shows: - **Mentions** — messages in which a teammate mentioned you. - **Spaces** — the spaces that you joined. - **Direct messages** — your conversations with one or more teammates. - **Browse spaces** — public spaces that you can join. - **Archived** — spaces that are archived. Each workspace has a general space. ## Start a direct message or a space 1. In team chat, select **New chat** in the header bar. 2. Select a tab: - **Message** — for a direct message. In **To**, find and select one or more teammates. - **Space** — for a named space. Type a **Name**. Select **Private space** if only invited people can see it. Then add people. 3. Select **Create**. A group message can have up to 20 people, you included. To change the people in a group message, start a new group. ## Send and reply - Type a message and send it. Type `@` to mention a teammate. - Reply in a thread to keep a topic together. - React to a message, pin it, or save it. Your saved messages are private. Select **Saved messages** in the header bar to see them. - Select **Search team chat** to search messages. - You can edit or delete your own messages. ## Share a customer conversation You can post a customer conversation as a card in team chat. The card shows the contact, channel, status and last message. From the Inbox: 1. Open the customer conversation. 2. Select the actions menu (three dots) in the thread header. 3. Select one option: - **Ask a teammate** — sends the card to a teammate in a direct message. - **Hand off to a teammate** — asks a teammate to take the conversation. - **Share to team chat** — posts the card in a space or a direct message. From team chat, select **Share conversation** in the composer. In a direct message with one person, the button reads **Hand over**. ## Hand over a conversation When you hand over a conversation, your teammate sees **Take it** and **Not now**. - **Take it** assigns the conversation to them. - **Not now** keeps the conversation where it was. Only the person asked can answer. ## Common problems **You cannot see a private space.** Only members of a private space can read it. An Admin role does not give access to a private space. Ask a member of the space to add you. **You do not get alerts.** Desktop alerts need permission in your browser. Check your notification settings and the alert setting of the space. ## Related articles - [Assign a conversation to a teammate](https://useline.io/help/inbox/assign-conversations.md): Use the assignee button in the thread header to give a conversation to a teammate. When you reply to an unassigned conversation, Line assigns it to you. - [Add internal notes and mention teammates](https://useline.io/help/inbox/internal-notes-and-mentions.md): Select Internal note in the composer to write a note that only your team sees. Type @ to mention a teammate, who then sees it in Mentions. - [Choose your notifications](https://useline.io/help/team/notifications.md): The bell shows unread activity. Turn on desktop alerts in your browser, and set phone alerts per channel and status in the Line mobile app. - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. --- # Book appointments in the team calendar > Use Calendar to see and add bookings for your team. Set up appointment types so customers and your agents can book free times. Source: https://useline.io/help/inbox/calendar Section: Inbox and contacts Last updated: 2026-11-06 **Calendar** shows the bookings of your team. You add a booking in the calendar. A customer books on a booking page, and your agent books in a conversation. Line keeps all bookings in Line. It does not read or write the Google or Outlook calendars of your team. ## See the calendar 1. In the main menu, select **Calendar**. 2. Select a view: **Day**, **Week**, **Month** or **Team**. 3. Use **Today** and the previous and next arrows to move through the dates. 4. To see one person, select them in the **Team member** list. The **Team** view shows one day with one column for each team member. Use it to plan visits. All times use the timezone of your default hours. ## Add an appointment 1. Select an empty time in the calendar, or select **New appointment**. 2. In **Add people**, type a name to find a team member or a customer. You can also type an email address or a phone number. 3. Set the date, the start and the end. 4. Select how you meet: **Online meeting**, **Phone call** or **In person**. 5. Optional: select a type. The type fills the length, the meeting link or the address. 6. Select **Add appointment**. When you add a team member, the dialog shows when each person is busy. A clash shows in red. You can still book over a clash. To change a booking, select it in the calendar, make the change, then select **Save**. You can set its status to Completed, No-show or Cancelled. ## Set up an appointment type An appointment type is a booking that customers and agents can make. It sets the length, the hours and the team. 1. Open **Calendar**, then select **Appointment types**. 2. Select **New appointment type**. 3. Type a **Name** and a **Description**. Customers and agents see the description. 4. Select the kind. For an online meeting, add the **Meeting link**. For an in-person type, add the **Address**. Leave the address empty to ask the customer for theirs. 5. Set the **Length**, **Buffer before** and **Buffer after**. Use the buffers for travel between visits. 6. Select the **Hours**, the **Minimum notice** and how far ahead customers can book in **Book up to**. 7. Under **Team**, keep **Everyone in the team** on, or select the people who take this type. 8. Turn on **Booking page** to give customers a link. 9. Select **Create appointment type**. To stop new bookings, select **Archive**. Bookings that exist stay in the calendar. ## Share a booking page 1. Open **Appointment types**. 2. Select **Copy link** on the type. 3. Send the link to your customers or add it to your website. The customer picks a day and a free time, then gives a name and an email address or a phone number. Line gives the booking to the team member with the fewest bookings that day. The customer gets a confirmation email when they give an email address. ## Let your agent book Your agent can use two tools: **Check availability** and **Book appointment**. Turn them on in the agent's **Tools** tab, then publish the agent. The agent offers only free times and books one for the customer. ## Who can do what | Action | Who | |--------|-----| | See the calendar and the types | Every member | | Add and change appointments | Every member | | Delete an appointment and manage types | **Owner** and **Admin** | ## Common problems **A booking page or an agent offers no times.** No team member on the type is free in its hours. Check the **Hours**, the **Team**, the **Minimum notice** and **Book up to** on the type. **The address search finds nothing.** Select **Enter address manually** and type the full address. A typed address has no map. **A customer did not get a confirmation.** Line sends the email only for a booking-page booking with an email address. A booking you add in the calendar does not send an invite. ## Related articles - [Add and edit contacts](https://useline.io/help/inbox/contacts.md): Line makes a contact when someone calls or messages you. Open Contacts to search, add, edit, export or delete a contact. - [Handle calls outside business hours](https://useline.io/help/calls/business-hours.md): Set your hours in Settings › Hours. Hours change how calls are handled only through a Time Rule step in the call workflow of the number. - [How AI agents work in Line](https://useline.io/help/ai-agents/how-agents-work.md): An agent answers calls, texts, WhatsApp, Web Chat and email for you. It replies only when a workflow has an Agent step that names it. - [Connect Google Calendar or Microsoft Calendar](https://useline.io/help/integrations/connect-a-calendar.md): Connect a calendar in Integrations so your agents can check free times and book meetings. A person approves each booking. Pro and Business only. --- # How workflows decide what happens to calls and messages > Workflows alone decide what happens. A call runs one workflow for its number. A message runs every matching workflow, then the default. Source: https://useline.io/help/workflows/how-workflows-work Section: Workflows Last updated: 2026-11-05 A workflow decides what happens to each call and message that comes into Line. Nothing else routes a call or a message. Your agent, your hours and your team all act through workflow steps. ## The parts of a workflow A workflow has one trigger and a set of steps. | Trigger | Starts when | |---------|-------------| | **Call received** | A call comes in to a number that the trigger lists. | | **Message received** | An SMS, WhatsApp, Web Chat or email message comes in. | | **Web Chat abandoned** | A visitor leaves a Web Chat before the question is answered. | | **Agent ended a conversation** | An agent ends a conversation. The workflow gets the summary and the outcome. | Steps check a condition, such as a **Time Rule**, or do an action, such as **Ring Members/Groups** or **Agent**. ## Calls run one workflow Each number has exactly one live call workflow. - If an enabled, published custom call workflow lists the number, that workflow answers. - If none lists the number, the number's default call workflow answers. It rings your team, sends a missed-call SMS, then takes a voicemail. - If two enabled call workflows list the same number, the one changed last answers. If the live workflow fails, the default call workflow runs. If that also fails, the call goes to voicemail. ## Messages run every matching workflow 1. Line saves the message in the Inbox first. 2. Line runs every enabled message workflow whose trigger matches the message, oldest first. 3. The first workflow that reaches a reply sends the reply. Later workflows do not send a second reply, but their other steps, such as an email, still run. 4. If no custom workflow sends a reply, the default message workflow for that number, widget or inbox runs last. Every number, widget and inbox starts with a default message workflow. It has only a trigger, so messages wait in the Inbox for a person. To make your agent reply, add an **Agent** step. ## Hours and availability Business hours change what happens only through a **Time Rule** step. Team availability changes what happens only through a **Team Availability** step. **Ring Members/Groups** rings only people whose status is Available. ## See which workflow handles a channel 1. Open **Channels**. 2. Select a channel type, then select a number, inbox or widget. 3. Find **Handled by**. It lists the workflows in the order that they run. ## Who can change workflows Every member can view workflows and their runs. Only an **Owner** or an **Admin** can create, edit, publish, enable, disable or delete a workflow. You build workflows on the web app only. The mobile app does not edit workflows. ## Plan limits | Plan | Custom workflows | |------|------------------| | Starter | 3 | | Pro | 10 | | Business | No limit | Default workflows do not count towards the limit. ## Related articles - [Build and publish a workflow](https://useline.io/help/workflows/build-a-workflow.md): In Workflows, select New workflow, choose a template, set the trigger and steps, fix every issue, then select Publish. - [Set up what happens when someone calls](https://useline.io/help/workflows/call-workflows.md): A call workflow starts with Call received and lists your numbers. It rings your team, forwards the call, runs your agent or takes a voicemail. - [Set up what happens when a message comes in](https://useline.io/help/workflows/message-workflows.md): A message workflow starts with Message received. Filter by channel, endpoint, keywords or contact, then add an Agent step, an email or a text. - [Route by business hours with a Time Rule](https://useline.io/help/workflows/time-rule.md): Add a Time Rule step to a workflow. It splits calls and messages into Open hours and Outside hours, using an hours set from Settings > Hours. --- # Build and publish a workflow > In Workflows, select New workflow, choose a template, set the trigger and steps, fix every issue, then select Publish. Source: https://useline.io/help/workflows/build-a-workflow Section: Workflows Last updated: 2026-11-05 Roles: Owner, Admin You build a workflow in **Workflows**. Start from a template, set the trigger and the steps, then publish. Publishing also turns the workflow on. ## Before you start - You need the **Owner** or **Admin** role. - On Starter, you can have 3 custom workflows. On Pro, you can have 10. Business has no limit. ## Create the workflow 1. Open **Workflows**. 2. Select **New workflow**. 3. Select a template, for example **Ring Then Voicemail** or **Start from scratch**. 4. In **Workflow Name**, type a name. 5. Select **Create workflow**. The builder opens. ## Set the trigger 1. On an empty canvas, select **Start with a trigger**, then select a trigger. To swap the trigger later, select it and then select **Change**. 2. For **Call received**, select **Add Phone Numbers** and select each number that this workflow answers. 3. For **Message received**, set **Channel** and **Sent to**. Leave a level empty to match **Any**. A new workflow has no number, widget or inbox. You must select one in the trigger. ## Add steps 1. Select the **+** under a step. 2. Search for a step, or select one from the list. 3. Set up the step in the panel. Each change applies to the canvas at once. 4. Select **Done**. Steps are grouped as **Logic**, **AI**, **Call Routing**, **Call Actions** and **Notifications**. A step marked **Soon** is not available yet. A step with a condition has two branches. Connect a step to each branch. ## Fix the issues Line checks the workflow while you work. A step with a problem has a red outline. The **Issues** tab lists every problem. **Publish** stays off until you fix all of them. ## Test the workflow 1. Select **Test**. 2. Under **Test conditions**, set **Outside business hours**, **Known caller** and **Available team members**. 3. Read the path that the test run takes, and the side effects such as an email or a text. A test run sends nothing. ## Save and publish 1. Select **Save** to keep a draft. The draft does not change what happens to calls and messages. 2. Select **Publish**. 3. If Line shows **Publish & Activate Workflow?**, read the list of numbers that change workflow. Then select **Publish & Activate**. A published custom workflow is enabled. To stop it, select **Disable**. To start it again, select **Enable**. ## Delete a workflow 1. Open the workflow. 2. Select the delete button in the top bar. 3. Type the exact workflow name. 4. Select **Delete**. For a default message workflow, the button is **Remove**. After a removal, the custom workflows for that endpoint still run. ## Common problems **New workflow is locked.** You have reached the workflow limit of your plan. See [Plans](https://useline.io/help/billing/plans). **Publish is off.** Open the **Issues** tab and fix each issue. **A call workflow does not publish.** The trigger has no phone number. Select **Add Phone Numbers** in the trigger. **The workflow does not run.** Check that it shows **Enabled** in the workflow list, and that the **Published** column shows a version. ## Related articles - [How workflows decide what happens to calls and messages](https://useline.io/help/workflows/how-workflows-work.md): Workflows alone decide what happens. A call runs one workflow for its number. A message runs every matching workflow, then the default. - [Set up what happens when someone calls](https://useline.io/help/workflows/call-workflows.md): A call workflow starts with Call received and lists your numbers. It rings your team, forwards the call, runs your agent or takes a voicemail. - [Set up what happens when a message comes in](https://useline.io/help/workflows/message-workflows.md): A message workflow starts with Message received. Filter by channel, endpoint, keywords or contact, then add an Agent step, an email or a text. - [Route by business hours with a Time Rule](https://useline.io/help/workflows/time-rule.md): Add a Time Rule step to a workflow. It splits calls and messages into Open hours and Outside hours, using an hours set from Settings > Hours. --- # Set up what happens when someone calls > A call workflow starts with Call received and lists your numbers. It rings your team, forwards the call, runs your agent or takes a voicemail. Source: https://useline.io/help/workflows/call-workflows Section: Workflows Last updated: 2026-11-06 Roles: Owner, Admin A call workflow starts with the **Call received** trigger. Each number has one live call workflow. That workflow decides if the call rings your team, goes to your agent, is forwarded or goes to voicemail. ## Before you start - You need the **Owner** or **Admin** role. ## The default call workflow Every number starts with a default call workflow. It rings your team, sends a missed-call SMS, then takes a voicemail. You cannot edit a default call workflow. To change it: 1. Open **Workflows**. 2. Open the default call workflow for the number. 3. Select **Duplicate as Custom**. An editable copy opens. It is disabled and not published. 4. Change the copy. 5. Select **Publish**. When your custom workflow is live, it answers the number and the default stops. ## Choose the numbers 1. Select the **Call received** trigger. 2. Select **Add Phone Numbers**. 3. Select each number that this workflow answers. When you publish, Line lists each number whose call workflow changes. A number that you take from another workflow stops using that workflow. ## Call steps | Step | What it does | |------|--------------| | **Ring Members/Groups** | Rings your team on the web and mobile apps. Set **Ring strategy**, **Ring timeout (seconds)** and **Ring devices**. It rings only people whose status is Available. | | **Forward Calls** | Forwards the call to a verified number or another Line number. | | **Agent** | Your agent answers the call. | | **Voicemail** | The caller leaves a voicemail. | | **Send Missed-Call SMS** | Texts the caller after an unanswered ring. Put it on an **Unanswered** branch. | | **Time Rule** | Splits the call into **Open hours** and **Outside hours**. | | **Team Availability** | Splits the call by how many team members are available. Set **Minimum Available**. | | **Send an Email** | Emails a verified address with the call details. | | **Send an SMS** | Texts a number, such as the caller. | **Ring Members/Groups** and **Forward Calls** have two branches: **Answered** and **Unanswered**. Nothing runs after a call is answered. Add the next step to **Unanswered**. Every path in a call workflow must end with a step that handles the call, such as **Voicemail** or **Agent**. ## Put your agent on calls 1. Make sure that the agent has **Calls** turned on in its **Identity** tab, and that it is published. 2. Add an **Agent** step. 3. In **Agent**, select the agent. 4. In **Mode**, select **Act**. 5. Select **Publish**. An agent without Calls shows as **Calls off** and cannot be selected. Calls run only in Act mode. An Agent step in another mode sends the call to voicemail. The **Agent** step is the last step on its path. ## Templates for calls | Template | What it does | |----------|--------------| | **Ring Then Voicemail** | Rings the team, texts missed callers, then takes a voicemail. | | **Direct Line** | Rings team members. | | **Business Hours Call Routing** | Rings the team in open hours. Sends calls to voicemail outside hours. | | **Agent for After-Hour Calls** | Your agent answers outside hours. The team rings in open hours. | | **Agent for Missed Calls** | Rings the team first. Your agent answers if nobody picks up. | | **Email Alert Then Voicemail** | Emails the team about an after-hours call, then takes a voicemail. | ## Common problems **Nobody's phone rings.** **Ring Members/Groups** rings only people whose status is Available. If nobody is available, the call goes to the **Unanswered** branch at once. **A forwarded call goes to voicemail.** **Forward Calls** dials only verified numbers. Line also refuses premium and special-rate numbers. Verify the number from the **Forward Calls** step. **My changes do not apply to calls.** Select **Publish**. A saved draft does not change live calls. **The wrong workflow answers.** A number has one live call workflow. Open **Channels**, select the number, and check **Handled by**. ## Related articles - [Build and publish a workflow](https://useline.io/help/workflows/build-a-workflow.md): In Workflows, select New workflow, choose a template, set the trigger and steps, fix every issue, then select Publish. - [Route by business hours with a Time Rule](https://useline.io/help/workflows/time-rule.md): Add a Time Rule step to a workflow. It splits calls and messages into Open hours and Outside hours, using an hours set from Settings > Hours. - [Set up voicemail](https://useline.io/help/calls/voicemail.md): Set the voicemail greeting in Channels › Calls › Voicemail. Listen to voicemails in Inbox › Calls. - [Set your availability and active hours](https://useline.io/help/team/availability.md): Your status decides if calls ring you. Only Available people ring. Active hours in the mobile app set you to Away outside your working hours. --- # Set up what happens when a message comes in > A message workflow starts with Message received. Filter by channel, endpoint, keywords or contact, then add an Agent step, an email or a text. Source: https://useline.io/help/workflows/message-workflows Section: Workflows Last updated: 2026-11-05 Roles: Owner, Admin A message workflow starts with the **Message received** trigger. It runs for SMS, WhatsApp, Web Chat and email. Every message is in the Inbox before any workflow runs, so a person can always answer it. ## Before you start - You need the **Owner** or **Admin** role. ## How message workflows run 1. A message comes in. Line saves it in the Inbox. 2. Line runs every enabled message workflow whose trigger matches, oldest first. 3. The first workflow that reaches a reply sends the reply. Other workflows still run their other steps, such as an email. 4. If no custom workflow replies, the default message workflow for that number, widget or inbox runs last. Each number, widget and inbox has a default message workflow. At first it has only a trigger, so messages wait in the Inbox. You can edit it, publish it or remove it. ## Choose which messages start the workflow Select the **Message received** trigger. It has two parts. **Messages** - **Channel**: select **SMS**, **WhatsApp**, **Web Chat** or **Email**. - **Sent to**: select the numbers, widgets or inboxes. Both must match. A level with nothing selected shows **Any**. With no Channel, no Sent to and no filters, the workflow runs for every message. **Filters** 1. Select **Add filter**. 2. Select **Keywords** or **Contact**. 3. For **Keywords**, select **Contains** or **Does not contain**, then type the words, for example "quote, price". 4. For **Contact**, select **Known** or **Unknown**. Filters in a group join with **And** or **Or**. Select **Add filter group** to add another group. ## Steps for messages | Step | What it does | |------|--------------| | **Agent** | Your agent replies. In **Mode**, select **Act** to send or **Draft** to save the reply for a person. | | **Time Rule** | Splits the path into **Open hours** and **Outside hours**. | | **Team Availability** | Splits the path by how many team members are available. | | **Send an Email** | Emails a verified address with the message details. | | **Send an SMS** | Texts a number, such as the sender. You must select the **From** number. | | **Send WhatsApp** | Sends a WhatsApp reply or an approved template. The trigger must be limited to WhatsApp. | A message workflow does not need a final step. When a path ends without a reply, the message waits in the Inbox for a person. A **Time Rule** or **Team Availability** step still needs a step on both branches. ## Make your agent reply to messages 1. Make sure that the agent has **Messages** or **Email** turned on, and that it is published. 2. Open the message workflow for the number, widget or inbox. You can use the default message workflow. 3. Add an **Agent** step. 4. In **Agent**, select the agent. 5. In **Mode**, select **Act** or **Draft**. 6. Select **Publish**. ## Web Chat without an agent If no workflow on a Web Chat widget has an **Agent** step, the widget tells the visitor that the team will follow up. The chat waits in the Inbox. ## Common problems **Two workflows match, but only one reply goes.** This is correct. The first workflow that reaches a reply sends it. Use filters so that each workflow matches different messages. **A Send WhatsApp step shows an issue.** Set **Channel** in the trigger to **WhatsApp** only. **An automatic email does not start the workflow.** Line does not run workflows for automated email, such as out-of-office replies. This stops email loops. ## Related articles - [How workflows decide what happens to calls and messages](https://useline.io/help/workflows/how-workflows-work.md): Workflows alone decide what happens. A call runs one workflow for its number. A message runs every matching workflow, then the default. - [Build and publish a workflow](https://useline.io/help/workflows/build-a-workflow.md): In Workflows, select New workflow, choose a template, set the trigger and steps, fix every issue, then select Publish. - [Choose if your agent sends replies or drafts them](https://useline.io/help/ai-agents/agent-modes.md): The Agent step in a workflow has a mode. Act sends replies. Draft saves each reply for a person to approve. Calls run only in Act. - [Add the Web Chat widget to your website](https://useline.io/help/messaging/web-chat.md): Add a widget in Channels > Web Chat, copy the script from Install, and paste it once before the closing body tag of your website. --- # Route by business hours with a Time Rule > Add a Time Rule step to a workflow. It splits calls and messages into Open hours and Outside hours, using an hours set from Settings > Hours. Source: https://useline.io/help/workflows/time-rule Section: Workflows Last updated: 2026-11-06 Roles: Owner, Admin A **Time Rule** step sends a call or message down one of two branches: **Open hours** or **Outside hours**. Your business hours change what happens only through a Time Rule. No other setting routes by hours. ## Before you start - You need the **Owner** or **Admin** role. - Set your hours in **Settings** > **Hours**. Every workspace has a **Business Hours** set. ## Add a Time Rule 1. Open **Workflows**. 2. Open the workflow. 3. Select the **+** where the rule must go. 4. Under **Logic**, select **Time Rule**. 5. In **Hours set**, select a set, for example **Business Hours**. 6. Connect a step to the **Open hours** branch. 7. Connect a step to the **Outside hours** branch. 8. Select **Publish**. You must connect a step to both branches. Line shows an issue until you do, and you cannot publish. ## Hours sets or custom hours | Choice | How it works | |--------|--------------| | An hours set | The workflow reads the set each time it runs. When you change the set in **Settings** > **Hours**, the workflow uses the new hours at once. You do not need to publish again. | | **Custom hours for this workflow** | You set days and times in the step. The hours apply only to this workflow. | Use an hours set when more than one workflow uses the same hours. ## Create another hours set 1. Open **Settings** > **Hours**. 2. Select **New schedule**. 3. In **Name**, type a name, for example "Call receiving hours". 4. Select **Create hours set**. 5. Set the **Timezone** and the **Weekly hours**. 6. Select **Save changes**. For each open day, you can select **24 hours**. **Open 24 hours, every day** sets all seven days. You cannot delete the default **Business Hours** set. You cannot delete a set that a workflow uses. ## Example: your agent answers after hours The **Agent for After-Hour Calls** template does this for you: 1. **Call received** 2. **Time Rule** 3. **Outside hours**: **Agent** 4. **Open hours**: **Ring Members/Groups** ## Test a Time Rule 1. In the workflow, select **Test**. 2. Turn **Outside business hours** on or off. 3. Read which branch the test run takes. ## Common problems **Calls go the wrong way at the start or end of the day.** Check the **Timezone** of the hours set in **Settings** > **Hours**. **I changed my hours, but the workflow did not change.** The step uses **Custom hours for this workflow**. Select an hours set in **Hours set** instead, then publish. ## Related articles - [Handle calls outside business hours](https://useline.io/help/calls/business-hours.md): Set your hours in Settings › Hours. Hours change how calls are handled only through a Time Rule step in the call workflow of the number. - [Set up what happens when someone calls](https://useline.io/help/workflows/call-workflows.md): A call workflow starts with Call received and lists your numbers. It rings your team, forwards the call, runs your agent or takes a voicemail. - [Set up what happens when a message comes in](https://useline.io/help/workflows/message-workflows.md): A message workflow starts with Message received. Filter by channel, endpoint, keywords or contact, then add an Agent step, an email or a text. - [Build and publish a workflow](https://useline.io/help/workflows/build-a-workflow.md): In Workflows, select New workflow, choose a template, set the trigger and steps, fix every issue, then select Publish. --- # Invite team members to your workspace > Go to Settings > Team, select Invite a teammate, enter their email and role, then send. The invite link works for seven days. Source: https://useline.io/help/team/invite-team-members Section: Team and security Last updated: 2026-11-05 Roles: Owner, Admin You invite people from **Settings** > **Team**. Line emails each person a link to join your workspace. The link works for seven days. ## Before you start - You need the **Owner** or **Admin** role. Members can see the team list, but they cannot change it. - Your plan sets the number of seats. Members and pending invites both use a seat. | Plan | Seats | |---|---| | Starter | 2 | | Pro | 10 | | Business | No limit | ## Invite a person 1. Open **Settings** > **Team** ([/settings?tab=team](https://useline.io/settings?tab=team)). 2. Select **Invite a teammate**. 3. Enter the person's **Email**. 4. Select a **Role**: **Member** or **Admin**. See [Roles and permissions](https://useline.io/help/team/roles-and-permissions). 5. Select **Send invite**. Line sends the email. The dialog also shows the invite link. Select **Copy invite link** to send the link yourself, for example in a text message. The person shows in the team list with the **Pending** tag until they join. ## What the invited person does 1. Open the link in the email. 2. Create an account, or sign in to an existing Line account. Use the email address that received the invite. 3. Enter the 6-digit code that Line emails to them. A Member then opens your workspace. An Admin first sees the **Set up your workspace** questions, then opens the workspace. If your workspace requires two-factor authentication, they set up a method before they can open the workspace. ## Manage a pending invite Select the actions menu (three dots) on the invite row. - **Resend invite** sends the email again. You can resend an invite three times. You must wait 60 seconds between sends. - **Revoke invite** stops the link. The seat becomes free. You can invite the same address again later. ## Change a role or remove a person Select the actions menu on the person's row. - **Edit role** changes the role between **Member** and **Admin**. Select **Save**. - **Remove** takes away the person's access to this workspace. Line asks you to confirm. Their conversations become unassigned. Line does not delete their user account or their message history. You cannot change or remove the Owner. You cannot change or remove yourself. ## Common problems **Send invite is locked.** All the seats on your plan are in use. Revoke a pending invite, remove a person, or [change your plan](https://useline.io/help/billing/change-your-plan). **The invite email did not send.** Line shows a message and keeps the invite link. Copy the link and send it yourself. **The link does not work.** The link stops working after seven days, or after you revoke it. Send a new invite. **The person sees "Please use the invited email address to continue".** They must sign in with the email address that you invited. Invite their other address if necessary. **Some people show the Agency tag.** These are staff from an agency that manages your workspace. You manage their access in **Settings** > **Agencies**, not in **Team**. ## Related articles - [Understand roles and permissions](https://useline.io/help/team/roles-and-permissions.md): Line has three roles. The Owner and Admins can change the workspace. Members use the inbox and calls but cannot change settings. - [Compare the Starter, Pro and Business plans](https://useline.io/help/billing/plans.md): Line has three plans. Starter is a number and a team inbox. Pro adds recording, WhatsApp, templates and more agents. Business removes the limits. - [Change your plan or billing interval](https://useline.io/help/billing/change-your-plan.md): An Owner or Admin changes the plan in Settings > Billing & Usage > Change plan. It starts at once. Line adjusts the charge for the rest of the period. - [Turn on two-factor authentication](https://useline.io/help/team/two-factor-authentication.md): Set up an authenticator app, text message or email codes in Settings > Profile. Owners and Admins can make two-factor required in Organisation Settings. --- # Understand roles and permissions > Line has three roles. The Owner and Admins can change the workspace. Members use the inbox and calls but cannot change settings. Source: https://useline.io/help/team/roles-and-permissions Section: Team and security Last updated: 2026-11-05 Each person in a workspace has one role: **Owner**, **Admin** or **Member**. The role controls what the person can change. ## The three roles | Role | Who has it | Summary | |---|---|---| | **Owner** | The person who created the workspace | Can do everything. Some privacy and recording settings are for the Owner only. | | **Admin** | People that the Owner or an Admin makes Admin | Can do everything except the Owner-only tasks. | | **Member** | Most team members | Uses the inbox and calls. Cannot change the workspace. | ## What each role can do | Task | Owner | Admin | Member | |---|---|---|---| | Read and reply to conversations | Yes | Yes | Yes | | Make and take calls | Yes | Yes | Yes | | Set your own status, profile, password and two-factor methods | Yes | Yes | Yes | | See the team list | Yes | Yes | Yes | | Add, edit and delete contacts | Yes | Yes | No | | Change channels, workflows and agents | Yes | Yes | No | | Buy numbers | Yes | Yes | No | | Invite, remove and change the role of people | Yes | Yes | No | | Change the plan and top up credit | Yes | Yes | No | | Turn on two-factor for the workspace | Yes | Yes | No | | Reset a Member's two-factor | Yes | Yes | No | | Reset an Admin's two-factor | Yes | No | No | | Change call recording settings | Yes | No | No | | Change how long Line keeps communications | Yes | No | No | | Export all workspace data | Yes | No | No | ## Rules for roles - You give a role when you invite a person. You can choose **Member** or **Admin**. - An Owner or Admin can change a person between **Member** and **Admin** later, in **Settings** > **Team**. - Nobody can change or remove the Owner. - You cannot change or remove your own role. - Agency staff do not have one of these roles. Their access comes from the agency link. They show with the **Agency** tag in the team list. To change a role, see [Invite team members to your workspace](https://useline.io/help/team/invite-team-members). ## Common problems **A control is greyed out or missing.** Your role does not allow the change. Ask an Owner or Admin. ## Related articles - [Invite team members to your workspace](https://useline.io/help/team/invite-team-members.md): Go to Settings > Team, select Invite a teammate, enter their email and role, then send. The invite link works for seven days. - [Turn on two-factor authentication](https://useline.io/help/team/two-factor-authentication.md): Set up an authenticator app, text message or email codes in Settings > Profile. Owners and Admins can make two-factor required in Organisation Settings. - [Change your plan or billing interval](https://useline.io/help/billing/change-your-plan.md): An Owner or Admin changes the plan in Settings > Billing & Usage > Change plan. It starts at once. Line adjusts the charge for the rest of the period. - [Choose your notifications](https://useline.io/help/team/notifications.md): The bell shows unread activity. Turn on desktop alerts in your browser, and set phone alerts per channel and status in the Line mobile app. --- # Turn on two-factor authentication > Set up an authenticator app, text message or email codes in Settings > Profile. Owners and Admins can make two-factor required in Organisation Settings. Source: https://useline.io/help/team/two-factor-authentication Section: Team and security Last updated: 2026-11-05 Two-factor authentication asks for a 6-digit code after your password. Any person can set it up for their own account. An Owner or Admin can turn it on for the whole workspace and make it required. ## Methods | Method | How you get the code | |---|---| | **Authenticator app** | An app on your phone shows a new code every 30 seconds. The app lists the account as "Line". | | **Text message** | Line texts a code to your mobile. Each text uses workspace credit. | | **Email** | Line emails a code to your account email address. The code expires after 10 minutes. | ## Set up a method for yourself 1. Open **Settings** > **Profile** ([/settings?tab=profile](https://useline.io/settings?tab=profile)). 2. Go to **Two-factor authentication**. 3. On the method that you want, select **Set up**. 4. Follow the steps. For an authenticator app, scan the QR code. For text messages, enter your **Mobile number**. 5. Enter the 6-digit code and select **Verify**. Then make your recovery codes: 1. On **Recovery codes**, select **Set up**. 2. Select **Copy**, **Download** or **Print**, and keep the codes in a safe place. 3. Tick **I have saved these codes**. 4. Select **Done**. If you set up your first method on the sign-in screen, Line shows **Save your recovery codes** straight after it. Line then offers **Add a backup method**. Add a second method, or select **Not now**. ## Recovery codes You get ten recovery codes. Each code works one time. Use a code when you cannot use your other methods. - To see how many codes are left, look at **Recovery codes** in **Settings** > **Profile**. - To make new codes, select **Regenerate**. Your old codes stop working. ## Turn on two-factor for the workspace You need the **Owner** or **Admin** role. 1. Open **Settings** > **Organisation Settings** ([/settings?tab=account](https://useline.io/settings?tab=account)). 2. In **Two-factor authentication**, select **On**. 3. For **Requirement**, select **Required** or **Optional**. 4. In **Allowed methods**, select one or more methods. 5. Optional: in **Remember devices**, choose how long a browser stays trusted. The choices are **Off — ask at every sign-in**, 1, 7, 14, 30 or 90 days. 6. Select **Save**. | Requirement | What members see | |---|---| | **Required** | Every member must pass a code to open the workspace. A member with no method sets one up first. | | **Optional** | A member who joins by invite sees the setup screen one time, with **Skip for now**. | The **Member two-factor** table shows each member and the methods they have, or **Not set up**. When the workspace remembers devices, the code screen shows a **Remember this device for** box. A member who ticks it does not enter a code in that browser for the period you set. To make every member enter a code at their next sign-in, select **Forget all devices**. Each member can see and forget their own remembered browsers in **Settings** > **Profile** > **Remembered devices** > **Manage**. Line emails a person when a method is added or removed, when a recovery code is used, and when their two-factor is reset. ## Reset a member's two-factor Use this when a member loses all their methods and recovery codes. 1. Open **Settings** > **Team**. 2. Select the actions menu on the member's row. 3. Select **Reset two-factor**. 4. Select **Reset two-factor** again to confirm. The member loses all methods, recovery codes and remembered devices. Line signs them out everywhere. They set up a method at their next sign-in. An Owner can reset any person except themselves. An Admin can reset only Members. If the person also uses another Line workspace, Line support must do the reset. ## Common problems **I lost my phone.** On the code screen, select **Use a recovery code**. If you have no codes, select **Cannot verify? Get help**. See [Fix sign-in problems](https://useline.io/help/troubleshooting/sign-in-problems). **I cannot remove a method.** While two-factor is required, you cannot remove your last allowed method. Add another method first. **Text message codes do not arrive.** The workspace needs credit and a number that can send texts. Use another method, or ask an Admin to top up. **I signed in with an email code and Line does not accept email for two-factor.** An email code cannot confirm an email sign-in. Use another method, a recovery code, or sign in with your password. ## Related articles - [Fix sign-in problems](https://useline.io/help/troubleshooting/sign-in-problems.md): Reset a forgotten password, sign in with an email code, or use a recovery code if you lost your two-factor device. Then contact support. - [Understand roles and permissions](https://useline.io/help/team/roles-and-permissions.md): Line has three roles. The Owner and Admins can change the workspace. Members use the inbox and calls but cannot change settings. - [Invite team members to your workspace](https://useline.io/help/team/invite-team-members.md): Go to Settings > Team, select Invite a teammate, enter their email and role, then send. The invite link works for seven days. - [How credits and the credit wallet work](https://useline.io/help/billing/credits-and-usage.md): Line is prepaid. Calls, texts, WhatsApp, extra email and AI replies use credits from your wallet. One credit is 1p. Automatic top-up refills it. --- # Choose your notifications > The bell shows unread activity. Turn on desktop alerts in your browser, and set phone alerts per channel and status in the Line mobile app. Source: https://useline.io/help/team/notifications Section: Team and security Last updated: 2026-11-05 Line tells you about new activity in three places: the bell in the web app, desktop alerts in your browser, and phone notifications from the Line app. ## The bell The bell is in the header bar on every page of the web app. - The number on the bell is the count of unread conversations in the workspace. - Select the bell to see the most recent messages, calls and voicemails, newest first. - An unread row has a dot. - Select a row to open that conversation in the **Inbox**. The bell clears when the conversation is read. The bell also lists your unread team chat direct messages and mentions. ## Turn on desktop alerts Desktop alerts show on your computer when the Line tab is open, even when you use another page or app. 1. In the web app, select **Enable** on the banner at the top of the page. Or select the bell, then **Turn on desktop alerts**. 2. When the browser asks, allow notifications for Line. You then get an alert for: - each new message on SMS, WhatsApp, email and Web Chat - each missed call - each voicemail - each incoming call that rings you in the browser, while the Line tab is not in front Line does not show alerts while you look at the **Inbox**, because the Inbox shows new items as they arrive. Select an alert to open the conversation. ## Set phone notifications You set phone notifications in the Line mobile app. Your choices are personal. They apply only to you, in the current workspace. 1. In the app, select your photo at the top right to open **Profile**. 2. Select **Settings**. 3. Go to **Notifications**. 4. Select a status: **Available**, **Busy** or **Away**. 5. For each channel, select **Sound**, **Silent** or **Off**. The default choices are: | Channel | Available | Busy | Away | |---|---|---|---| | Calls (missed), SMS, WhatsApp, Web Chat, Email | Sound | Silent | Off | | Voicemail | Sound | Silent | Silent | | Team chat | Sound | Sound | Silent | When your status is **Offline**, your phone gets no alerts. **Team chat alerts** sets which team chat messages notify you: **All**, **Mentions & DMs** or **None**. These choices do not change which calls ring you. Only people who are **Available** get calls. See [Set your availability](https://useline.io/help/team/availability). ## Common problems **I do not get desktop alerts.** If the bell menu says "Desktop alerts are blocked in this browser's site settings", allow notifications for Line in your browser settings. Also check that your computer does not silence the browser. **I do not get alerts on my phone.** Check your status. Away turns most alerts off by default. Check that Line can send notifications in your phone settings. **The bell number does not match the list.** The number updates when the page loads. The list loads when you open it. Reload the page to update both. ## Related articles - [Set your availability and active hours](https://useline.io/help/team/availability.md): Your status decides if calls ring you. Only Available people ring. Active hours in the mobile app set you to Away outside your working hours. - [Use Line on your phone and computer](https://useline.io/help/getting-started/mobile-and-desktop-apps.md): Use Line in a web browser on your computer, and the Line app on your iPhone. There is no separate desktop app. - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. - [Invite team members to your workspace](https://useline.io/help/team/invite-team-members.md): Go to Settings > Team, select Invite a teammate, enter their email and role, then send. The invite link works for seven days. --- # Set your availability and active hours > Your status decides if calls ring you. Only Available people ring. Active hours in the mobile app set you to Away outside your working hours. Source: https://useline.io/help/team/availability Section: Team and security Last updated: 2026-11-05 Your status tells Line if you can take calls. Only people who are **Available** ring. You set your status in the web app or the mobile app. Both apps use the same status. ## The four statuses | Status | Calls | Phone alerts (default) | |---|---|---| | **Available** | Calls ring you | With sound | | **Busy** | Calls skip you | Silent | | **Away** | Calls skip you | Most are off | | **Offline** | Calls skip you | None | To change phone alerts for each status, see [Choose your notifications](https://useline.io/help/team/notifications). ## Change your status on the web 1. Find the status button at the top right of the header bar. It shows a coloured dot and your status. 2. Select it. 3. Select **Available**, **Away**, **Busy** or **Offline**. ## Change your status in the mobile app 1. Select your photo at the top right. 2. On **Profile**, select your status. 3. In **Your status**, select the new status. ## Set active hours Active hours set your status on a schedule. You set active hours in the Line mobile app. They apply to you only, in the current workspace. 1. Open **Profile** > **Settings**. 2. In **Active hours**, turn on **Use active hours**. 3. Select the days that you work. 4. Set **From** and **To**. The start time must be earlier than the end time. Active hours use the time zone of your phone. ## How active hours change your status - At the end of your hours, Line sets you to **Away** if you are **Available**. - At the start of your hours, Line sets you back to **Available**, but only if active hours set you to **Away**. - Line does not change **Busy**, **Offline**, or an **Away** that you chose yourself. - If you choose a status yourself, your choice stays until your hours next end. - When you save active hours, Line applies them at once. For example, if your hours end at 17:00 and you turn them on at 18:20, you go **Away** now. The status sheet in the app tells you when the next automatic change happens. > **Note:** Active hours are personal. To change when the business takes calls, use business hours in a workflow. See [Set your business hours](https://useline.io/help/calls/business-hours). ## Common problems **Calls do not ring me.** Check that your status is **Available**. Check that active hours did not set you to **Away**. **I go Away in the evening without doing anything.** Active hours are on. Turn off **Use active hours**, or change the times. **My status shows Offline on the web.** You have not set a status yet. Select the status button and choose **Available**. ## Related articles - [Choose your notifications](https://useline.io/help/team/notifications.md): The bell shows unread activity. Turn on desktop alerts in your browser, and set phone alerts per channel and status in the Line mobile app. - [Make and receive calls in your browser](https://useline.io/help/calls/make-and-receive-calls.md): Take calls in the Line web app while a tab is open and your status is Available. Make calls from New › Make a Call, a contact or an Inbox thread. - [Handle calls outside business hours](https://useline.io/help/calls/business-hours.md): Set your hours in Settings › Hours. Hours change how calls are handled only through a Time Rule step in the call workflow of the number. - [Calls do not ring](https://useline.io/help/troubleshooting/calls-not-ringing.md): Check your status, the browser tab and sound, the call workflow of the number, and your credits. Line rings only Available people in a Ring step. --- # Compare the Starter, Pro and Business plans > Line has three plans. Starter is a number and a team inbox. Pro adds recording, WhatsApp, templates and more agents. Business removes the limits. Source: https://useline.io/help/billing/plans Section: Plans and billing Last updated: 2026-11-06 Line has three plans: **Starter**, **Pro** and **Business**. Each workspace is on one plan. The plan sets the features, the limits and the credit rates for the workspace. For current prices, see [/pricing](https://useline.io/pricing). All prices exclude VAT. ## What each plan includes | | Starter | Pro | Business | |---|---|---|---| | Numbers included | 1 | 1 | 3 | | Team seats (members and open invites) | 2 | 10 | No limit | | Custom workflows | 3 | 10 | No limit | | Calendar connections | None | 3 | No limit | | Create more AI agents | No (default agent only) | Yes | Yes | | Call recording and transcription | No | Yes, pay per minute | Yes, no per-minute charge | | Voicemail transcription | No | Yes | Yes | | Connect a WhatsApp Business account | No | Yes | Yes | | Messaging templates | No | Yes | Yes | | Call coaching (`/coaching`) | No | No | Yes | | Monthly included credits | No | No | Yes | | Support response target | Within 24 hours | Within 12 hours | Within 4 hours | Every plan has the shared inbox, calls, SMS, voicemail and business hours. ## Numbers Each plan includes one or more numbers. Each extra number costs a monthly fee. The **Plan** card in **Settings** > **Billing & Usage** shows how many numbers you have and how many the plan includes. ## Usage is separate The plan fee does not include usage. Calls, texts, WhatsApp messages, email above your allowance and AI replies use credits from your prepaid credit wallet. Credit rates can be lower on higher plans. See [Credits and usage](https://useline.io/help/billing/credits-and-usage). ## Monthly or yearly billing You can pay for a plan monthly or yearly. Yearly billing costs less over the year. All the lines on your subscription, including extra numbers, use the same interval. ## When you reach a limit - **Seats.** You cannot send a new invite. Members who already have access keep it. - **Workflows.** You cannot create or copy a workflow. Workflows that you made before keep running. - **Calendar connections.** You cannot connect a new calendar. You can always reconnect a calendar that you already have. A locked control shows a lock and the name of the plan that includes it. To remove the lock, [change your plan](https://useline.io/help/billing/change-your-plan). ## Common problems **I cannot create a new agent on Starter.** Starter includes only the default agent. You can edit it. To create more agents, move to Pro or Business. **Call recording stopped after I changed plan.** Starter does not include call recording. Your recording settings stay saved, and they work again when you move back to Pro or Business. ## Related articles - [Change your plan or billing interval](https://useline.io/help/billing/change-your-plan.md): An Owner or Admin changes the plan in Settings > Billing & Usage > Change plan. It starts at once. Line adjusts the charge for the rest of the period. - [How credits and the credit wallet work](https://useline.io/help/billing/credits-and-usage.md): Line is prepaid. Calls, texts, WhatsApp, extra email and AI replies use credits from your wallet. One credit is 1p. Automatic top-up refills it. - [See invoices and update your payment card](https://useline.io/help/billing/invoices-and-payment.md): Select Manage billing in Settings > Billing & Usage to open the Stripe billing portal. There you see invoices and change the card for your plan. - [Cancel your subscription or close your account](https://useline.io/help/billing/cancel-your-account.md): Cancel the subscription in the Stripe billing portal from Manage billing. Numbers are deleted 14 days after it ends. Delete account closes it at once. --- # How credits and the credit wallet work > Line is prepaid. Calls, texts, WhatsApp, extra email and AI replies use credits from your wallet. One credit is 1p. Automatic top-up refills it. Source: https://useline.io/help/billing/credits-and-usage Section: Plans and billing Last updated: 2026-11-06 Roles: Owner, Admin Line is prepaid. Your plan fee covers the plan. Usage, such as calls, texts and AI replies, uses credits from your credit wallet. One credit is worth 1p. ## What uses credits - Outgoing and incoming calls, per minute. - Outgoing and incoming SMS, per segment. - WhatsApp messages. - AI agent replies by text and by email. The cost depends on the channel and the AI model. - Email above your plan's monthly email allowance. - Call recording and transcription on Pro, per minute. Business has no per-minute charge. Rates depend on your plan and on the destination. For current rates, see [/pricing](https://useline.io/pricing). ## See your balance and usage 1. Open **Settings**. 2. Select **Billing & Usage**. 3. Find **Credit wallet**. It shows your **Balance**. 4. Find **Usage this period**. It shows the credits you used in this billing period. 5. Find **Wallet activity**. It lists each top-up, debit, refund and adjustment. ## Free credits - A new workspace starts with a small number of opening credits. - In the first month, each number adds included credits. - Business adds included credits each month. Included credits go into the same wallet as credits that you buy. ## Turn on automatic top-up Automatic top-up is on by default. When the balance falls below a threshold, Line charges your card and adds credits. 1. Open **Settings** > **Billing & Usage**. 2. In **Credit wallet**, turn on **Automatic top-up**. 3. In **When balance drops below**, enter the threshold. The minimum is 20 credits. 4. In **Top up by**, enter the number of credits. The minimum is 1,000 credits (£10). 5. Select **Save changes**. You need a saved card. To add one, select **Add card**. To change it, select **Replace**. ## Buy credits now 1. Open **Settings** > **Billing & Usage**. 2. In **Credit wallet**, select **Buy credits**. 3. Enter the number of credits. The minimum is 1,000 credits (£10). 4. Select **Buy [number] credits**. Line charges your saved card. ## What stops when credits run low | Available credits | Outgoing calls and messages | Incoming calls and messages | |---|---|---| | 20 or more | Work | Work | | 1 to 19 | Stop | Work | | 0 | Stop | Calls are declined. Messages are saved, but nothing replies. | Line never lets the balance go below zero. There is no post-paid usage. When automatic top-up is off and the balance is below 100 credits, a warning shows at the top of the app. The workspace Owner also gets an email. ## Common problems **Automatic top-up failed.** The card was declined. **Credit wallet** shows **Auto top-up failed** and the reason. Line tries again after six hours. To try again now, select **Replace** and save a working card. **Buy credits is not available.** There is no card on the wallet. Select **Add card** first. **The app says "Not enough credits to make calls."** The balance is below 20 credits. Buy credits or turn on automatic top-up. ## Related articles - [Compare the Starter, Pro and Business plans](https://useline.io/help/billing/plans.md): Line has three plans. Starter is a number and a team inbox. Pro adds recording, WhatsApp, templates and more agents. Business removes the limits. - [See invoices and update your payment card](https://useline.io/help/billing/invoices-and-payment.md): Select Manage billing in Settings > Billing & Usage to open the Stripe billing portal. There you see invoices and change the card for your plan. - [A text message was not delivered](https://useline.io/help/troubleshooting/sms-not-delivered.md): Point to Not delivered under the message to see the reason. Common causes are a landline, an opt-out, an unreachable phone, a blocked country or low credits. - [Change your plan or billing interval](https://useline.io/help/billing/change-your-plan.md): An Owner or Admin changes the plan in Settings > Billing & Usage > Change plan. It starts at once. Line adjusts the charge for the rest of the period. --- # Change your plan or billing interval > An Owner or Admin changes the plan in Settings > Billing & Usage > Change plan. It starts at once. Line adjusts the charge for the rest of the period. Source: https://useline.io/help/billing/change-your-plan Section: Plans and billing Last updated: 2026-11-06 Roles: Owner, Admin You change your plan in **Settings** > **Billing & Usage**. The new plan starts at once. Line adjusts the charge for the rest of the billing period. ## Before you start - You need the **Owner** or **Admin** role. - The workspace needs a live subscription. If the subscription has ended, see [Cancel your account](https://useline.io/help/billing/cancel-your-account) to reactivate it. - Check what each plan includes in [Compare the plans](https://useline.io/help/billing/plans). ## Change your plan 1. Open **Settings**. 2. Select **Billing & Usage**. 3. In the **Plan** section, select **Change plan**. 4. Select **Monthly** or **Annual**. 5. On the plan that you want, select its button, for example **Upgrade to Pro** or **Downgrade to Starter**. 6. Read the summary. It shows the current plan, the new plan and the start, **Today**. 7. Select the same button again to confirm. The card for your current plan shows **Current plan**. You cannot select it again on the same interval. ## How Line charges for the change | Change | What happens | |---|---| | Upgrade | You pay the difference for the rest of this billing period now. | | Downgrade | Your plan changes now. Unused time is credited to your next invoice. | | Monthly to yearly | You pay for the year now. Unused time on your current plan is taken off. | Extra numbers move to the new plan and to the new interval. ## Switch to yearly billing On a monthly plan, the **Plan** card shows the saving from yearly billing. Select **Switch to yearly** to open the same dialog on yearly prices. ## What you lose when you downgrade Before you confirm a downgrade, the dialog lists the features that the new plan does not include. It also tells you if your numbers cost extra on the new plan. After a downgrade: - Your settings for a locked feature stay saved. They work again if you upgrade. - Members over the new seat limit keep access. You cannot invite more people. - Workflows over the new limit keep running. You cannot create more. ## Common problems **I do not see Change plan.** Only an Owner or an Admin sees it, and only when the subscription is active. An agency workspace stays on the Agency plan. **"The payment failed, so your plan did not change."** Stripe declined the card. Update the card with **Manage billing**, then try again. See [Invoices and payment](https://useline.io/help/billing/invoices-and-payment). ## Related articles - [Compare the Starter, Pro and Business plans](https://useline.io/help/billing/plans.md): Line has three plans. Starter is a number and a team inbox. Pro adds recording, WhatsApp, templates and more agents. Business removes the limits. - [See invoices and update your payment card](https://useline.io/help/billing/invoices-and-payment.md): Select Manage billing in Settings > Billing & Usage to open the Stripe billing portal. There you see invoices and change the card for your plan. - [Cancel your subscription or close your account](https://useline.io/help/billing/cancel-your-account.md): Cancel the subscription in the Stripe billing portal from Manage billing. Numbers are deleted 14 days after it ends. Delete account closes it at once. - [How credits and the credit wallet work](https://useline.io/help/billing/credits-and-usage.md): Line is prepaid. Calls, texts, WhatsApp, extra email and AI replies use credits from your wallet. One credit is 1p. Automatic top-up refills it. --- # See invoices and update your payment card > Select Manage billing in Settings > Billing & Usage to open the Stripe billing portal. There you see invoices and change the card for your plan. Source: https://useline.io/help/billing/invoices-and-payment Section: Plans and billing Last updated: 2026-11-06 Roles: Owner, Admin Line bills through Stripe. To see your invoices or to change the card for your plan, select **Manage billing** in **Settings** > **Billing & Usage**. Line opens the Stripe billing portal. ## Before you start - You need the **Owner** or **Admin** role. - Prices exclude VAT. Line bills in pounds sterling (GBP). ## Open your invoices 1. Open **Settings**. 2. Select **Billing & Usage**. 3. In the **Plan** section, select **Manage billing**. 4. In the Stripe billing portal, find your invoice history. ## What Line charges you for Line has two types of charge: | Charge | When | Card | |---|---|---| | Plan subscription, including extra numbers | Each month or each year | The card in the Stripe billing portal | | Credit top-ups | When you buy credits, or when automatic top-up runs | The card in **Credit wallet** | When you buy a new number, Line charges the part of the period that is left at once. ## Change the card for your plan 1. Open **Settings** > **Billing & Usage**. 2. Select **Manage billing**. 3. In the Stripe billing portal, add the new card. ## Change the card for credit top-ups 1. Open **Settings** > **Billing & Usage**. 2. In **Credit wallet**, select **Replace**. If there is no card, select **Add card**. 3. Enter the card details and save. A new card on the wallet also clears a failed automatic top-up. Line then tries the top-up again. ## When a payment fails - The workspace Owner gets an email. The email gives the reason, the amount due and the date of the next attempt. - A banner at the top of the app says that the last payment failed. Owners and Admins see **Update card**. - Stripe tries the payment again. If Stripe stops trying, the subscription ends. Your numbers are then deleted 14 days later. See [Cancel your account](https://useline.io/help/billing/cancel-your-account). ## Common problems **Manage billing is not available.** The workspace has no subscription yet. Finish setup and checkout first. **Only one person gets billing emails.** Line sends billing emails to the first Owner of the workspace. ## Related articles - [How credits and the credit wallet work](https://useline.io/help/billing/credits-and-usage.md): Line is prepaid. Calls, texts, WhatsApp, extra email and AI replies use credits from your wallet. One credit is 1p. Automatic top-up refills it. - [Change your plan or billing interval](https://useline.io/help/billing/change-your-plan.md): An Owner or Admin changes the plan in Settings > Billing & Usage > Change plan. It starts at once. Line adjusts the charge for the rest of the period. - [Cancel your subscription or close your account](https://useline.io/help/billing/cancel-your-account.md): Cancel the subscription in the Stripe billing portal from Manage billing. Numbers are deleted 14 days after it ends. Delete account closes it at once. - [Compare the Starter, Pro and Business plans](https://useline.io/help/billing/plans.md): Line has three plans. Starter is a number and a team inbox. Pro adds recording, WhatsApp, templates and more agents. Business removes the limits. --- # Cancel your subscription or close your account > Cancel the subscription in the Stripe billing portal from Manage billing. Numbers are deleted 14 days after it ends. Delete account closes it at once. Source: https://useline.io/help/billing/cancel-your-account Section: Plans and billing Last updated: 2026-11-06 Roles: Owner, Admin You can stop paying for Line in two ways. Cancel the subscription in the Stripe billing portal, or delete your account in **Settings** > **Organisation Settings**. | | Cancel the subscription | Delete account | |---|---|---| | Where | **Manage billing** (Stripe billing portal) | **Settings** > **Organisation Settings** > **Delete account** | | Who | Owner or Admin | Any signed-in person | | Numbers | Deleted 14 days after the subscription ends | Released at once | | Workspace data | Kept | Erased 30 days after the workspace closes | | Can you undo it | Yes, with **Reactivate**, until the numbers are deleted | No | ## Cancel the subscription 1. Open **Settings**. 2. Select **Billing & Usage**. 3. In the **Plan** section, select **Manage billing**. 4. In the Stripe billing portal, cancel the subscription. When the subscription is set to end, the **Plan** card shows **Ends** and the date. If you cannot find the cancel option in the portal, email support@useline.io. ## What happens after the subscription ends Line keeps your numbers for 14 days. Then Line gives them back to the carrier. A deleted number cannot be recovered. | Day | What happens | |---|---| | 0 | The subscription ends. The Owner gets the first email. | | 3 | Second email. | | 7 | Third email. | | 13 | Final notice. | | 14 | Line deletes the numbers. | During this time, a banner at the top of the app shows which numbers Line will delete and when. > **Important:** Before you cancel, export the data that you want to keep. See [Export your data](https://useline.io/help/privacy/export-your-data). ## Reactivate the subscription You can start the subscription again before the numbers are deleted. 1. Open **Settings** > **Billing & Usage**. 2. Select **Reactivate**. 3. Pay in Stripe Checkout. Line restarts the same plan and the same billing interval. Your numbers come back into use. A first-month offer does not apply again. ## Delete your account Delete account closes every workspace that you own alone, releases its numbers at once and cancels its subscription. See [Delete your data](https://useline.io/help/privacy/delete-your-data) for the full steps. ## Common problems **I cancelled but still see a banner.** The banner stays until the numbers are deleted or you reactivate. It counts down the days. **I want to keep my number after I leave.** Line cannot recover a number after it is deleted. Contact support@useline.io before the subscription ends. ## Related articles - [See invoices and update your payment card](https://useline.io/help/billing/invoices-and-payment.md): Select Manage billing in Settings > Billing & Usage to open the Stripe billing portal. There you see invoices and change the card for your plan. - [Delete your data or your account](https://useline.io/help/privacy/delete-your-data.md): Erase one contact on its contact page, or close your account in Settings > Organisation Settings > Delete account. Line erases the data after 30 days. - [Export your data](https://useline.io/help/privacy/export-your-data.md): Request a ZIP of your own data, one contact's data or the whole workspace. Line emails you a download link. The link expires after seven days. - [Compare the Starter, Pro and Business plans](https://useline.io/help/billing/plans.md): Line has three plans. Starter is a number and a team inbox. Pro adds recording, WhatsApp, templates and more agents. Business removes the limits. --- # What you can connect to Line > Line connects to Google Calendar, Microsoft Calendar, your own HTTP and MCP tools, and the SMS API. Email to SMS works with any software that sends email. Source: https://useline.io/help/integrations/integrations-overview Section: Integrations and API Last updated: 2026-11-05 Line connects to four things: Google Calendar, Microsoft Calendar, your own HTTP and MCP tools, and the SMS API. You find them all in **Integrations** in the main menu. ## The integrations | Integration | What it does | Plan | |---|---|---| | **Google Calendar** | Agents check free and busy times and book meetings in Google Calendar. A person approves each booking. | Pro and Business | | **Microsoft Calendar** | The same, for Microsoft 365 and Outlook calendars. | Pro and Business | | **HTTP and MCP tools** | Give agents tools that call your own HTTPS endpoints and MCP servers. | All plans | | **SMS API** | Send and receive texts from your own software with Line API keys. Line must approve access first. | All plans | Calendar connections count towards a plan limit. Starter has none, Pro has 3, and Business has no limit. See [Compare the plans](https://useline.io/help/billing/plans). ## Open Integrations 1. In the main menu, select **Integrations**. 2. Use the filters **All**, **Calendar** or **Developer**, or search by name. 3. Select an integration card to open its **Overview**. Cards are in two groups: **Connected** and **Available**. ## Who can do what | Action | Who | |---|---| | See the integrations | Every member | | Connect, reconnect or disconnect a calendar | Owner or Admin | | Add tools and secrets | Owner or Admin | | See and set up the SMS API | Owner or Admin | ## Email to SMS Email to SMS is not in **Integrations**. It is a channel. Any system that sends email can send a text through it, for example a CRM, a booking system or a monitoring tool. See [Send texts by email](https://useline.io/help/integrations/email-to-sms). ## What Line does not connect to Line has no native Zapier, Make or n8n app. These tools can call the [SMS API](https://useline.io/help/integrations/sms-api) with an HTTP request, or send email to an Email to SMS gateway. Line has no CRM, helpdesk or team chat connectors. ## Common problems **I do not see the SMS API.** Only Owners and Admins see it. **Connect is replaced by a lock.** Your plan has reached its calendar limit, or your plan does not include calendar connections. Change your plan, or disconnect a calendar that you do not use. ## Related articles - [Get access to the SMS API](https://useline.io/help/integrations/sms-api.md): An Owner or Admin requests SMS API access in Integrations. After Line approves it, create test keys to try the sandbox and live keys to send real texts. - [Send texts by email with an Email to SMS gateway](https://useline.io/help/integrations/email-to-sms.md): Create a gateway in Channels > Email to SMS. Email the gateway address with a mobile number in it, and Line texts the email body from your Line number. - [Connect Google Calendar or Microsoft Calendar](https://useline.io/help/integrations/connect-a-calendar.md): Connect a calendar in Integrations so your agents can check free times and book meetings. A person approves each booking. Pro and Business only. - [Compare the Starter, Pro and Business plans](https://useline.io/help/billing/plans.md): Line has three plans. Starter is a number and a team inbox. Pro adds recording, WhatsApp, templates and more agents. Business removes the limits. --- # Connect Google Calendar or Microsoft Calendar > Connect a calendar in Integrations so your agents can check free times and book meetings. A person approves each booking. Pro and Business only. Source: https://useline.io/help/integrations/connect-a-calendar Section: Integrations and API Last updated: 2026-11-06 Plans: Pro, Business Roles: Owner, Admin Connect Google Calendar or Microsoft Calendar in **Integrations**. Your agents can then check free and busy times and book meetings. A person approves each booking before it is made. ## Before you start - You need the **Owner** or **Admin** role. - Your workspace must be on Pro or Business. Pro allows 3 calendar connections. Business has no limit. - You need a Google account, or a Microsoft 365 or Outlook account, that can edit the calendar. ## Connect a calendar 1. In the main menu, select **Integrations**. 2. Select **Google Calendar** or **Microsoft Calendar**. 3. Select **Connect Google Calendar** or **Connect Microsoft Calendar**. 4. Sign in to your Google or Microsoft account. 5. Accept every calendar permission that the sign-in page asks for. Line returns you to the **Overview**. The card moves to **Connected**. ## What agents can do | Action | Policy | |---|---| | Check free and busy times | Runs on its own | | Book meetings | A person approves | You can turn a calendar tool off for all agents in **Agents** > **Tools**. ## Reconnect or disconnect 1. Open **Integrations** and select the calendar. 2. Select **Reconnect** to sign in again, or **Disconnect** to remove the connection. 3. To disconnect, confirm in the dialog. After you disconnect, agents stop checking and booking that calendar. Line deletes the stored sign-in. For Google, Line also asks Google to remove its access. For Microsoft, remove the access in your Microsoft account. ## Common problems **The connection fails after I sign in.** You did not accept every calendar permission. Line refuses a Google or Microsoft sign-in that does not grant all of them. Connect again and accept all permissions. **The calendar shows an error and Reconnect.** The sign-in expired or the account removed access. Select **Reconnect**. **Connect is replaced by a lock.** Your plan does not include calendar connections, or you reached the limit. See [Compare the plans](https://useline.io/help/billing/plans). ## Related articles - [What you can connect to Line](https://useline.io/help/integrations/integrations-overview.md): Line connects to Google Calendar, Microsoft Calendar, your own HTTP and MCP tools, and the SMS API. Email to SMS works with any software that sends email. - [How AI agents work in Line](https://useline.io/help/ai-agents/how-agents-work.md): An agent answers calls, texts, WhatsApp, Web Chat and email for you. It replies only when a workflow has an Agent step that names it. - [Compare the Starter, Pro and Business plans](https://useline.io/help/billing/plans.md): Line has three plans. Starter is a number and a team inbox. Pro adds recording, WhatsApp, templates and more agents. Business removes the limits. - [Get access to the SMS API](https://useline.io/help/integrations/sms-api.md): An Owner or Admin requests SMS API access in Integrations. After Line approves it, create test keys to try the sandbox and live keys to send real texts. --- # Get access to the SMS API > An Owner or Admin requests SMS API access in Integrations. After Line approves it, create test keys to try the sandbox and live keys to send real texts. Source: https://useline.io/help/integrations/sms-api Section: Integrations and API Last updated: 2026-11-05 Roles: Owner, Admin The SMS API lets your own software send and receive texts from your Line numbers. Line must approve your workspace first. Then you create API keys in **Integrations** > **SMS API**. The full API reference, quickstart and code samples are at [/developers](https://useline.io/developers). ## Before you start - You need the **Owner** or **Admin** role. - You need a Line number that can send SMS. - You must have consent to text every recipient, and you must honour opt-outs. ## Request access 1. In the main menu, select **Integrations**. 2. Select **SMS API**. 3. Select **Set up SMS API**. The **API access** page opens. 4. In **Use case**, describe what you will send. 5. In **Expected messages each month**, enter a number. 6. In **Consent process**, describe how recipients agree to get texts. 7. Select the consent check box. 8. Select **Request access**. The **Status** changes to **Pending**. Line reviews the request. When Line approves it, the status changes to **Active**. If Line rejects it, the page shows the reason. ## Create an API key 1. Open **Integrations** > **SMS API** > **API access**. 2. In **API keys**, select **Create key**. 3. Enter a **Name**. 4. In **Environment**, select **Test** or **Live**. 5. In **Sender**, select the number that the key can send from. 6. Select the **Scopes** that the key needs. 7. Select **Create key**. 8. Select **Copy** and store the key in a safe place. > **Important:** Line shows the full key only once. If you lose it, create a new key and revoke the old one. Test keys start with `line_sk_test_`. Live keys start with `line_sk_live_`. ## Test with the sandbox A test key uses the same URLs as a live key. It sends no real texts and uses no credits. Its messages, events and webhooks stay apart from your live data. The last four digits of the recipient number set the result: | Recipient ends in | Result | |---|---| | `0002` | `failed` | | `0003` | `undelivered` | | Any other digits | `delivered` | You can also simulate a customer reply, STOP or START with a test key. See the sandbox section at [/developers](https://useline.io/developers). ## Request a sender name A sender name shows instead of a number, for example ACMEDENTAL. Recipients cannot reply to it. It sends only to UK and Irish numbers. 1. Open **Integrations** > **SMS API** > **API access**. 2. In **Sender names**, select **Request name**. 3. Enter a name of 3 to 11 letters, numbers or spaces. 4. Select **Request name**. Line reviews each name. Use only your own business name or brand. ## Costs Live sends use credits from your credit wallet, per segment. Line reserves the credits when it accepts the message. A UK send that the network reports as `failed` or `undelivered` gets its credits back. See [Credits and usage](https://useline.io/help/billing/credits-and-usage). ## Common problems **I do not see SMS API in Integrations.** Only Owners and Admins see it. **My request is still Pending.** Line reviews each request by hand. Contact support@useline.io if you need a decision. **A live send is refused for credits.** Sends stop when the wallet has fewer than 20 credits. Buy credits or turn on automatic top-up. ## Related articles - [What you can connect to Line](https://useline.io/help/integrations/integrations-overview.md): Line connects to Google Calendar, Microsoft Calendar, your own HTTP and MCP tools, and the SMS API. Email to SMS works with any software that sends email. - [Send texts by email with an Email to SMS gateway](https://useline.io/help/integrations/email-to-sms.md): Create a gateway in Channels > Email to SMS. Email the gateway address with a mobile number in it, and Line texts the email body from your Line number. - [How credits and the credit wallet work](https://useline.io/help/billing/credits-and-usage.md): Line is prepaid. Calls, texts, WhatsApp, extra email and AI replies use credits from your wallet. One credit is 1p. Automatic top-up refills it. - [Send and reply to text messages](https://useline.io/help/messaging/send-sms.md): Send an SMS from the Inbox with New message, or reply in the conversation. Texts leave from your Line number and cost credits per segment. --- # Send texts by email with an Email to SMS gateway > Create a gateway in Channels > Email to SMS. Email the gateway address with a mobile number in it, and Line texts the email body from your Line number. Source: https://useline.io/help/integrations/email-to-sms Section: Integrations and API Last updated: 2026-11-05 Roles: Owner, Admin An Email to SMS gateway turns an email into a text. Any system that sends email can use it, for example Outlook, a CRM, a booking system or a monitoring tool. The text leaves from your own Line number. ## Before you start - You need the **Owner** or **Admin** role to create and change a gateway. Members can see it. - You need a Line number that can send SMS. - Each text uses credits from your credit wallet, at the normal SMS rate. ## Create a gateway 1. In the main menu, select **Channels**. 2. Select **Email to SMS**. 3. Select **Create a gateway**. 4. Enter a **Name**, for example the name of the system that will send. 5. Select **Create**. The gateway card shows the gateway address. You are added as the first allowed sender. ## Send a text 1. Copy the gateway address from the card. 2. Put the mobile number after the `+`, with 44 in place of the first 0. For example: `name+447700900123@inbound.useline.io`. 3. Send an email to that address from an allowed sender. The email body becomes the text. Line removes quoted history. One email can text up to ten numbers. Put each gateway address in **To** or **Cc**. ### Put the number in the subject Some systems cannot change the address. Use the subject instead. 1. On the gateway card, in **Number in**, select **The subject**. 2. Send the email to the gateway address with no number in it. 3. Make the subject the mobile number and nothing else, for example `+447700900123`. Separate more numbers with commas. ## Choose who can send Line refuses mail from anyone who is not an allowed sender. An empty list blocks all mail. 1. On the gateway card, find **Allowed senders**. 2. Enter an address, such as `crm@yourcompany.co.uk`, or a whole domain, such as `@yourcompany.co.uk`. 3. Select **Add**. ## Choose the sending number In **Send from**, select the number that every text comes from. **Number in the workflow** lets the gateway workflow choose. Each gateway has a workflow named **Email to SMS**. Select **Edit workflow** to change it, for example to add a time rule or to text a fixed number. ## Use your own domain You can use a subdomain that you own, such as `sms.yourcompany.co.uk`. Senders then write to `447700900123@sms.yourcompany.co.uk`. 1. In **Your domain**, enter the subdomain. 2. Select **Add domain**. 3. Add the DNS records that the card shows to your domain. 4. Select **Check DNS** until the domain is verified. The Line address keeps working while you wait. ## Replies A reply from the recipient goes to the Inbox, in the SMS conversation with that person. You can also reply to a text by email. When a workflow forwards a text with a **Send an Email** step, reply to that email in your mail program. Line texts your reply to the customer from the number that they texted. Only a verified email destination or the sign-in email of a member can reply this way. ## Check what was sent **Recent texts** on the gateway card lists the last ten sends and refusals, with the reason for each refusal. Limits: 200 workflow texts an hour for the workspace, and 20 an hour for each recipient. ## Common problems **No text arrived and the log shows "Sender not allowed".** Add the sender address or its domain to **Allowed senders**. **The email arrived in the Inbox but no text went.** The address had no number, the subject was not only a number, the body was empty, or the wallet had too few credits. Check **Recent texts** for the reason. **My email reply did not send.** You replied from an address that is not a verified email destination or a member sign-in. The SMS conversation shows the note **Email reply not sent**. ## Related articles - [What you can connect to Line](https://useline.io/help/integrations/integrations-overview.md): Line connects to Google Calendar, Microsoft Calendar, your own HTTP and MCP tools, and the SMS API. Email to SMS works with any software that sends email. - [Set up what happens when a message comes in](https://useline.io/help/workflows/message-workflows.md): A message workflow starts with Message received. Filter by channel, endpoint, keywords or contact, then add an Agent step, an email or a text. - [Send and reply to text messages](https://useline.io/help/messaging/send-sms.md): Send an SMS from the Inbox with New message, or reply in the conversation. Texts leave from your Line number and cost credits per segment. - [How credits and the credit wallet work](https://useline.io/help/billing/credits-and-usage.md): Line is prepaid. Calls, texts, WhatsApp, extra email and AI replies use credits from your wallet. One credit is 1p. Automatic top-up refills it. --- # Your data, UK GDPR and how long Line keeps it > Line is the controller for your account data and the processor for your customers' calls and messages. An Owner sets how long communication data is kept. Source: https://useline.io/help/privacy/your-data-and-gdpr Section: Privacy and data Last updated: 2026-11-05 Line is run by IMPCT Ltd in the UK. Line is the data controller for your account data. For the calls, messages and contacts in your workspace, your business is the controller and Line is the processor. ## Who controls which data | Data | Controller | Processor | |---|---|---| | Your sign-in, profile and billing details | Line | — | | Your customers' calls, messages, recordings and contact details | Your business | Line | As the controller of your customers' data, your business must: - Have a lawful basis to call and text your contacts. - Give your contacts your own privacy notice. - Answer requests from your contacts. Line helps when you need it. - Follow opt-out and consent rules. Line processes this data only on your instructions, under the [Data Processing Agreement](https://useline.io/legal/dpa). The [privacy policy](https://useline.io/legal/privacy) gives the full details. The [sub-processor list](https://useline.io/legal/sub-processors) names the companies that help Line run the service. ## Set how long Line keeps communication data By default, Line keeps messages, calls and transcripts while the workspace is open. An Owner can set a shorter period. 1. Open **Settings**. 2. Select **Organisation Settings**. 3. In **Communication retention**, select **1 year**, **2 years**, **6 years** or **Life of workspace**. Line saves the change at once. Line then removes messages, calls, transcripts and their files when they are older than this period. > **Important:** Removed data cannot be recovered. Export the data that you want to keep first. ## What Line keeps after a workspace closes - Line erases a closed workspace, with its contacts, messages, calls and files, 30 days after it closes. - Stripe keeps billing invoices for 7 years for UK tax records. ## Your rights and your customers' rights | Task | Where | |---|---| | Get a copy of your own data | [Export your data](https://useline.io/help/privacy/export-your-data) | | Get a copy of one contact's data | [Export your data](https://useline.io/help/privacy/export-your-data) | | Erase one contact | [Delete your data](https://useline.io/help/privacy/delete-your-data) | | Close your account | [Delete your data](https://useline.io/help/privacy/delete-your-data) | | A person without a Line account asks for access, deletion or correction | [/delete-my-data](https://useline.io/delete-my-data) | ## Contact Email privacy@useline.io with a privacy question. You can also complain to the UK Information Commissioner's Office (ICO). ## Common problems **I cannot change Communication retention.** Only the workspace Owner can change it. ## Related articles - [Export your data](https://useline.io/help/privacy/export-your-data.md): Request a ZIP of your own data, one contact's data or the whole workspace. Line emails you a download link. The link expires after seven days. - [Delete your data or your account](https://useline.io/help/privacy/delete-your-data.md): Erase one contact on its contact page, or close your account in Settings > Organisation Settings > Delete account. Line erases the data after 30 days. - [Cancel your subscription or close your account](https://useline.io/help/billing/cancel-your-account.md): Cancel the subscription in the Stripe billing portal from Manage billing. Numbers are deleted 14 days after it ends. Delete account closes it at once. --- # Export your data > Request a ZIP of your own data, one contact's data or the whole workspace. Line emails you a download link. The link expires after seven days. Source: https://useline.io/help/privacy/export-your-data Section: Privacy and data Last updated: 2026-11-05 Line exports data as a ZIP file. You request the export in the app. Line emails you a link to the file. The link expires after seven days. ## What you can export | Export | Contains | Who can request it | |---|---|---| | Your own data | Your profile, your memberships, your last sign-in and your recorded sign-ins | Any signed-in person | | One contact | The records for that contact | Owner or Admin | | The whole workspace | The workspace records, with links to its files | Owner only | Links to files inside the ZIP also expire after seven days. ## Export your own data 1. Open **Settings**. 2. Select **Profile**. 3. In **Export my data**, select **Request export**. ## Export one contact 1. Open **Contacts**. 2. Select the contact. 3. Select **Export data**. ## Export the whole workspace 1. Open **Settings**. 2. Select **Organisation Settings**. 3. In **Export workspace data**, select **Request export**. The message "We will email your export link" shows when Line accepts the request. ## Common problems **I do not see Export workspace data.** Only the workspace Owner sees it. **The download link does not work.** The link expired after seven days. Request a new export. ## Related articles - [Your data, UK GDPR and how long Line keeps it](https://useline.io/help/privacy/your-data-and-gdpr.md): Line is the controller for your account data and the processor for your customers' calls and messages. An Owner sets how long communication data is kept. - [Delete your data or your account](https://useline.io/help/privacy/delete-your-data.md): Erase one contact on its contact page, or close your account in Settings > Organisation Settings > Delete account. Line erases the data after 30 days. - [Cancel your subscription or close your account](https://useline.io/help/billing/cancel-your-account.md): Cancel the subscription in the Stripe billing portal from Manage billing. Numbers are deleted 14 days after it ends. Delete account closes it at once. --- # Delete your data or your account > Erase one contact on its contact page, or close your account in Settings > Organisation Settings > Delete account. Line erases the data after 30 days. Source: https://useline.io/help/privacy/delete-your-data Section: Privacy and data Last updated: 2026-11-05 You can erase one contact, or you can delete your whole account. A person who is not a Line user can ask for their data to be deleted at [/delete-my-data](https://useline.io/delete-my-data). > **Important:** Deletion cannot be undone. Export the data that you want to keep first. See [Export your data](https://useline.io/help/privacy/export-your-data). ## Erase one contact You need the **Owner** or **Admin** role. 1. Open **Contacts**. 2. Select the contact. 3. Select **Delete contact data**. 4. Confirm. Line deletes the contact, the linked messages and the call content. Billing records of calls stay, but they keep no personal details. ## Delete your account Any signed-in person can delete their own account. You can also do this in the mobile app. 1. Open **Settings**. 2. Select **Organisation Settings**. 3. In **Delete account**, select **Delete account**. 4. Read the list of what happens. 5. Type the name of the workspace. If no workspace closes, type your email address. 6. Select **Delete account**. ### What happens - Every workspace that you own alone closes at once. Everyone in it loses access. - Its subscription is cancelled. - Its phone numbers go back to the carrier at once. They cannot be recovered. - Its conversations, calls, recordings, contacts and files are erased 30 days later. - A workspace that has another Owner stays open. You only leave it. - You are signed out and cannot sign in again. ## Requests from people without a Line account Your customers, callers and anyone else can make a request at [/delete-my-data](https://useline.io/delete-my-data). The form has these request types: - **Delete my data** - **Access my data** - **Correct my data** - **Object to processing** - **Data protection complaint** The person enters an email address and gets a six-digit code. They enter the code to send the request. When the data belongs to your workspace, Line passes the request to your workspace Owner. Your business is the controller of that data, so your business answers it. See the [privacy policy](https://useline.io/legal/privacy) and the [Data Processing Agreement](https://useline.io/legal/dpa) for the full terms. ## Common problems **The contact is not deleted.** Only Owners and Admins can erase a contact. Ask an Owner or Admin to do it. **Delete account shows an error.** Line could not cancel the subscription or release a number, so it changed nothing. Try again, or email support@useline.io. **The verification code does not work.** The code expires after 15 minutes. Send a new request from [/delete-my-data](https://useline.io/delete-my-data). ## Related articles - [Your data, UK GDPR and how long Line keeps it](https://useline.io/help/privacy/your-data-and-gdpr.md): Line is the controller for your account data and the processor for your customers' calls and messages. An Owner sets how long communication data is kept. - [Export your data](https://useline.io/help/privacy/export-your-data.md): Request a ZIP of your own data, one contact's data or the whole workspace. Line emails you a download link. The link expires after seven days. - [Cancel your subscription or close your account](https://useline.io/help/billing/cancel-your-account.md): Cancel the subscription in the Stripe billing portal from Manage billing. Numbers are deleted 14 days after it ends. Delete account closes it at once. --- # Calls do not ring > Check your status, the browser tab and sound, the call workflow of the number, and your credits. Line rings only Available people in a Ring step. Source: https://useline.io/help/troubleshooting/calls-not-ringing Section: Troubleshooting Last updated: 2026-11-06 Line rings a person only when the call workflow of the number has a **Ring Members/Groups** step that includes them, and their status is **Available**. Do the checks below in order. ## 1. Check your status 1. Look at the status menu in the header bar. 2. If it shows **Busy**, **Away** or **Offline**, select **Available**. Line does not ring a person who is Busy, Away or Offline. If nobody is Available, the call skips the ring at once. In the default workflow, the caller then gets a missed-call text and voicemail. If you use active hours in the Line mobile app, Line sets you to Away outside those hours. See [Set your availability and active hours](https://useline.io/help/team/availability). ## 2. Check the browser - Keep Line open in a browser tab, and stay signed in. The browser rings only while the tab is open. - If a bar says "Your browser is blocking call sounds", select **Turn on sound**. - To test the sound, open /settings?tab=calling and select **Play test ring**. - Check that the tab and your computer are not muted. ## 3. Check the call workflow 1. Open **Channels**. 2. Select **Calls**. 3. Look at **Handled by** for the number. This is the workflow that answers its calls. 4. Open the workflow in **Workflows**. Check these points: - The workflow is published and enabled. - The **Ring Members/Groups** step includes you. If the step names team members, you must be one of them. If it names nobody, it rings every Available team member. - In the step, **Ring devices** for you is not **Mobile only**. With **Mobile only**, Line does not ring you in the browser. - A **Time Rule** step does not send the call to the **Outside hours** branch. Check the hours and the **Timezone** in **Settings** › **Hours**. See [Handle calls outside business hours](https://useline.io/help/calls/business-hours). - A **Forward Calls** step uses a verified number. If it does not, the call goes to voicemail. See [Forward calls to a mobile or another phone](https://useline.io/help/calls/forward-calls). ## 4. Check your credits Incoming calls use credits. If your workspace has no credits, Line declines the call. The caller hears a busy tone. The call shows in **Inbox** › **Calls**. Top up in **Settings** › **Billing & Usage**. See [How credits and the credit wallet work](https://useline.io/help/billing/credits-and-usage). ## 5. Check a diverted number If callers dial your existing number and it diverts to Line, call your Line number directly. - If the Line number rings, the divert is the problem. See [Forward your existing number to Line](https://useline.io/help/calls/forward-your-existing-number). - If the Line number also does not ring, go back to step 1. ## Still not ringing Email support@useline.io. Give the number that you called, the time of the call, and the number that the call came from. ## Related articles - [Make and receive calls in your browser](https://useline.io/help/calls/make-and-receive-calls.md): Take calls in the Line web app while a tab is open and your status is Available. Make calls from New › Make a Call, a contact or an Inbox thread. - [Set your availability and active hours](https://useline.io/help/team/availability.md): Your status decides if calls ring you. Only Available people ring. Active hours in the mobile app set you to Away outside your working hours. - [Handle calls outside business hours](https://useline.io/help/calls/business-hours.md): Set your hours in Settings › Hours. Hours change how calls are handled only through a Time Rule step in the call workflow of the number. - [Set up what happens when someone calls](https://useline.io/help/workflows/call-workflows.md): A call workflow starts with Call received and lists your numbers. It rings your team, forwards the call, runs your agent or takes a voicemail. --- # A text message was not delivered > Point to Not delivered under the message to see the reason. Common causes are a landline, an opt-out, an unreachable phone, a blocked country or low credits. Source: https://useline.io/help/troubleshooting/sms-not-delivered Section: Troubleshooting Last updated: 2026-11-06 When a text fails, the Inbox shows **Not delivered** under the message. Point to **Not delivered** to see the reason and the error code. Then use the table below to fix it. ## Find the reason 1. Open the conversation in the **Inbox**. 2. Find the message with **Not delivered**. 3. Point to **Not delivered**. A tooltip shows the reason and the error number. To send the same text again, select **Retry**. Line sends it as a new message. ## Reasons and fixes | Error | What it means | What to do | |---|---|---| | 21610 | The recipient replied STOP. | The recipient must text START to your number. Then you can text them again. | | 21614, 30006 | The number cannot receive texts. It can be a landline. | Call the customer, or use another channel. | | 21211, 21421 | The number is not valid. | Check the digits and the country code. | | 30003 | The phone is off, out of coverage or no longer active. | Try again later. | | 30005 | The number does not exist or is no longer in use. | Ask the customer for a new number. | | 30004, 30007 | The carrier blocked or filtered the message. | Change the wording. Do not use all capitals or many links. | | 30001, 30008 | The carrier did not deliver it, and gave no clear reason. | Select **Retry**. | | 21408 | Texts to that country are not turned on for your workspace. | Contact support@useline.io. | ## The text does not send at all Some problems stop the text before it leaves. Line then shows a message in the composer or the dialog. **"Insufficient credits".** Your credit balance is too low. An Owner or Admin can buy credits in **Settings** > **Billing & Usage**. **"This looks like a landline."** Line thinks the number is a UK landline. A landline usually cannot receive texts. Select **Send anyway** only if you are sure that the number can receive texts. **"Can't send to" a country.** Texts to that country are not turned on for your workspace. Contact support@useline.io. **"No business number assigned to this account".** Your workspace has no active number. Check the number status in **Channels** > **SMS**. ## A picture or file did not send Texts on UK numbers cannot carry pictures or files. Send files by email, WhatsApp or Web Chat. ## Still not working Contact support@useline.io. Include the recipient number, the time you sent the text and the error number. ## Related articles - [Send and reply to text messages](https://useline.io/help/messaging/send-sms.md): Send an SMS from the Inbox with New message, or reply in the conversation. Texts leave from your Line number and cost credits per segment. - [How credits and the credit wallet work](https://useline.io/help/billing/credits-and-usage.md): Line is prepaid. Calls, texts, WhatsApp, extra email and AI replies use credits from your wallet. One credit is 1p. Automatic top-up refills it. - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. - [Calls do not ring](https://useline.io/help/troubleshooting/calls-not-ringing.md): Check your status, the browser tab and sound, the call workflow of the number, and your credits. Line rings only Available people in a Ring step. --- # WhatsApp messages do not arrive > Check the number status in Channels > WhatsApp. A Disconnected or Failed number needs Reconnect. Outside the 24-hour window, send an approved template. Source: https://useline.io/help/troubleshooting/whatsapp-not-receiving Section: Troubleshooting Last updated: 2026-11-05 If WhatsApp messages do not arrive in the Inbox, first check the status of the number. If you cannot send to a customer, the 24-hour service window is often closed. ## Check the number status 1. Go to **Channels**, then open **WhatsApp**. 2. Select the number. 3. Find **Status** in **Details**. | Status | What to do | |---|---| | **Live** | The number works. Go to the next section. | | **Setting up** | Meta has not finished the setup. Select **Setup checklist** and complete each item. | | **Disconnected** or **Failed** | Meta disconnected the number. Select **Reconnect** and complete the Facebook steps again. You need the **Owner** or **Admin** role. | Also check **Quality** and **Messaging limit**. Meta sets them. The messaging limit is the number of customers that the number can start conversations with each day. ## Customer messages do not show in the Inbox - Open **My Inbox**, not a channel view or a folder. Check the **Closed** tab too. - Send a test message to the number. Use the chat link on the number's **Configuration** tab. - If you connected with **Connect an existing WhatsApp Business Account**, check that the WhatsApp Business app is still active on the phone. A customer message always goes into the Inbox, even when no workflow replies to it. ## You cannot send a reply **The composer says the service window has closed.** WhatsApp allows a free-form reply only for 24 hours after the customer's last message. After that, send an approved template, or wait for the customer to message again. **"No approved templates are available."** Make a template on the number's **Templates** tab and submit it to Meta. You can send it after Meta approves it. See [Use message templates](https://useline.io/help/messaging/message-templates). **A template is Rejected.** Open the number's **Templates** tab. The row shows Meta's reason. Select **Edit and resubmit**. **The customer sent STOP.** Line stops WhatsApp messages to a customer who sends STOP, STOPALL, UNSUBSCRIBE, CANCEL, END or QUIT. **You cannot attach a file.** Files are not available while the service window is closed. Use a template. ## Your agent does not reply on WhatsApp A workflow decides who answers each message. Open the number and find **Handled by**. Select **Edit workflow** to check the workflow. ## Still not working Contact support@useline.io. Include the WhatsApp number and the time of a missing message. ## Related articles - [Connect WhatsApp and reply to customers](https://useline.io/help/messaging/whatsapp.md): Connect a WhatsApp Business number through Meta, then answer chats in the Inbox. Outside the 24-hour service window, you must send an approved template. - [Use message templates](https://useline.io/help/messaging/message-templates.md): Save replies you send often as templates in Channels > SMS > Templates, then insert them in the Inbox. WhatsApp templates also need Meta approval. - [Use the shared Inbox](https://useline.io/help/inbox/shared-inbox.md): The Inbox holds every customer conversation on SMS, calls, WhatsApp, email and Web Chat in one list. Open a conversation to read it, reply, or close it. - [Calls do not ring](https://useline.io/help/troubleshooting/calls-not-ringing.md): Check your status, the browser tab and sound, the call workflow of the number, and your credits. Line rings only Available people in a Ring step. --- # Your agent does not answer calls or messages > An agent replies only when a published, enabled workflow reaches an Agent step that names it in Act mode. Check the workflow first, then the agent. Source: https://useline.io/help/troubleshooting/agent-not-answering Section: Troubleshooting Last updated: 2026-11-06 Your agent replies only when a workflow sends the call or message to it. Most problems are in the workflow. Do the checks below in order. ## 1. Find the workflow that handles the channel 1. Open **Channels**. 2. Select the channel type, then select the number, widget or inbox. 3. Find **Handled by**. If the list shows only the default workflow, your agent does not reply. A default message workflow has no **Agent** step. Add an **Agent** step to it, or create a workflow. See [Message workflows](https://useline.io/help/workflows/message-workflows) and [Call workflows](https://useline.io/help/workflows/call-workflows). ## 2. Check the workflow 1. Open **Workflows**. 2. Find the workflow. Check that **Status** shows **Enabled** and that **Published** shows a version. 3. Open the workflow and select the **Agent** step. 4. Check that **Agent** names your agent. 5. Check that **Mode** is **Act**. 6. If you changed anything, select **Publish**. In **Draft** mode, the agent saves its replies in the Inbox for a person to send. **Use deployment mode** can leave the agent off. ## 3. Check that the path reaches the Agent step 1. In the workflow, open the **Runs** tab. 2. Open a recent run. Read the path it took. A **Time Rule** can send the call or message down the other branch. A call can be answered by **Ring Members/Groups** before it reaches the agent. A **Message received** trigger with **Channel**, **Sent to** or keyword filters can skip the message. ## 4. Check the agent 1. Open **Agents**, then select **Manage agent** on the agent. 2. In the **Identity** tab, under **Where does the Agent work?**, turn on the channel: **Messages**, **Calls** or **Email**. 3. Under **When can the Agent work?**, turn on **When a customer sends a message** or **When a customer calls**. 4. Check that the header shows a live version, for example "v3 is live". If it shows **Not published**, select **Publish**. A draft change does not reach customers until you publish. ## 5. Check the agent's activity 1. Open the agent's **Activity** page. 2. Open the most recent run. Read the steps and any error. If there is no run, the workflow did not reach the Agent step. Go back to step 3. ## Other causes **The agent stopped in one conversation only.** A handover rule matched earlier in that conversation. The agent then replies only while the customer waits for a person, and only when the **Procedures** tab sets **While the customer waits for a person** to **Keep answering until a person replies**. The agent stops when a person from your team replies or takes over. A person must answer the conversation in the Inbox. See [Hand a conversation over to a person](https://useline.io/help/ai-agents/hand-over-to-a-person). **Another workflow replied first.** When two message workflows match, only the first reply is sent. Check the **Runs** tab of each workflow. **A WhatsApp reply waits as a draft.** The customer's last message is more than 24 hours old. WhatsApp allows only an approved template outside that window. **A Web Chat visitor gets "the team will follow up".** No workflow on that widget has an **Agent** step. **A call goes to voicemail instead of the agent.** The Agent step on a call must use **Act** mode, and the agent must have **Calls** on. **An automatic email gets no reply.** Line does not run workflows for automated email, such as out-of-office replies. **An action waits.** A tool set to **Ask first** waits in **Agents** > **Work items** until a person approves it. **Nothing works for the whole workspace.** A suspended or closed workspace still receives messages, but the agent does not answer. Contact support. ## Contact support If the checks do not find the problem, email support@useline.io. Tell us the number, widget or inbox, and the time of the call or message. ## Related articles - [How workflows decide what happens to calls and messages](https://useline.io/help/workflows/how-workflows-work.md): Workflows alone decide what happens. A call runs one workflow for its number. A message runs every matching workflow, then the default. - [Choose if your agent sends replies or drafts them](https://useline.io/help/ai-agents/agent-modes.md): The Agent step in a workflow has a mode. Act sends replies. Draft saves each reply for a person to approve. Calls run only in Act. - [Test your agent before it goes live](https://useline.io/help/ai-agents/test-your-agent.md): Use the agent's Test tab to chat with the draft on each channel. Nothing is sent or changed. Then check live runs in Activity. - [Hand a conversation over to a person](https://useline.io/help/ai-agents/hand-over-to-a-person.md): Add handover rules in the agent's Procedures tab. When a rule matches, the conversation waits for your team. You choose if the agent keeps answering while the customer waits. --- # Fix sign-in problems > Reset a forgotten password, sign in with an email code, or use a recovery code if you lost your two-factor device. Then contact support. Source: https://useline.io/help/troubleshooting/sign-in-problems Section: Troubleshooting Last updated: 2026-11-05 Most sign-in problems have a fix that you can do yourself. Find your problem below. ## I forgot my password 1. Go to [/login](https://useline.io/login). 2. Select **Forgot password?**. 3. Enter your email address. 4. Select **Email me a reset link**. 5. Open the email from Line and select the link. 6. On **Set a new password**, enter a new password two times. Use at least 8 characters. 7. Select **Save password**. Line then opens your dashboard. If the email does not arrive, check your spam folder. Line sends the link only if an account exists for that address. In the mobile app, select **Forgot password?** on the sign-in screen. ## Sign in without your password You can sign in with a code that Line emails to you. 1. Go to [/login](https://useline.io/login). 2. Select **Email code**. 3. Enter your email address. 4. Select **Email me a code**. 5. Enter the 6-digit code from the email. 6. Select **Sign in**. To get a new code, select **Resend code**. You must wait 60 seconds between codes. This option works only for an account that already exists. ## I did not get my sign-up code 1. Check your spam folder. 2. On **Verify your email**, select **Send it again**. You must wait 60 seconds between codes. 3. Check that you typed your email address correctly. If not, sign up again with the correct address. ## I lost my two-factor device 1. Sign in with your email and password. 2. On the code screen, look under **Other ways to verify**. Select another method that you set up. 3. If you have no other method, select **Use a recovery code**. Enter one of your recovery codes and select **Verify**. After you sign in with a recovery code, Line opens **Settings** > **Profile**. Set up a new method there. If you have no method and no recovery code: 1. Select **Cannot verify? Get help**. 2. Ask an Owner or Admin of your workspace to reset your two-factor. They do this in **Settings** > **Team** > **Reset two-factor**. 3. If you are the only Owner, or you use more than one Line workspace, select **Ask Line support**. Line support replies to your email address. See [Turn on two-factor authentication](https://useline.io/help/team/two-factor-authentication). ## Other problems **Line says the email code cannot confirm my sign-in.** You signed in with an email code, and email is your only two-factor method. Enter a recovery code, or select **Sign in with your password**. **The Google and Apple buttons do not work.** These options are not available yet. Use your email address. **My invite link does not work.** An invite link works for seven days. Ask an Owner or Admin to send a new invite. Use the email address that received the invite. **I signed in but I cannot see my workspace.** An Owner or Admin may have removed you. Ask them to invite you again. **Line says the workspace is suspended.** The workspace cannot send or receive while it is suspended. Select **Contact support**. **I want to use a different email address.** You cannot change the email address of an account. Ask your Owner or Admin to invite the new address. ## Contact support If you still cannot sign in, email support@useline.io from the address on your account. Tell us what you see on the screen. ## Related articles - [Turn on two-factor authentication](https://useline.io/help/team/two-factor-authentication.md): Set up an authenticator app, text message or email codes in Settings > Profile. Owners and Admins can make two-factor required in Organisation Settings. - [Create your Line account](https://useline.io/help/getting-started/create-your-account.md): Go to /signup, enter your name, work email and a password, accept the terms, then enter the 6-digit code that Line emails to you. - [Invite team members to your workspace](https://useline.io/help/team/invite-team-members.md): Go to Settings > Team, select Invite a teammate, enter their email and role, then send. The invite link works for seven days. - [Calls do not ring](https://useline.io/help/troubleshooting/calls-not-ringing.md): Check your status, the browser tab and sound, the call workflow of the number, and your credits. Line rings only Available people in a Ring step.