# Line Help Centre

> 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.

## Use these docs with AI

- Full text of every article: https://useline.io/help/llms-full.txt
- MCP server (Streamable HTTP, no sign-in): https://useline.io/help/mcp
- Any help page as Markdown: send `Accept: text/markdown`, or add `.md` to the URL
- Product, pricing and company facts: https://useline.io/llms.txt
- Developer API reference: https://useline.io/developers

## Getting started

- [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.
- [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.
- [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.
- [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.

## AI agents

- [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.
- [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.
- [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.
- [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.
- [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.

## Calls and numbers

- [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.
- [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.
- [Set up voicemail](https://useline.io/help/calls/voicemail.md): Set the voicemail greeting in Channels › Calls › Voicemail. Listen to voicemails in Inbox › Calls.
- [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.
- [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.
- [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.

## Messaging channels

- [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.
- [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.
- [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.
- [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.
- [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.

## Inbox and contacts

- [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.
- [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.
- [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.
- [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.
- [Book appointments in the team calendar](https://useline.io/help/inbox/calendar.md): Use Calendar to see and add bookings for your team. Set up appointment types so customers and your agents can book free times.

## Workflows

- [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.
- [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.

## Team and security

- [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.
- [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.
- [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.
- [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.
- [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.

## Plans and billing

- [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.
- [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.
- [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.

## Integrations and API

- [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.
- [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.
- [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.

## Privacy and data

- [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.
- [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.

## Troubleshooting

- [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.
- [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.
- [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.
- [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.
- [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.

## Optional

- [Contact support](https://useline.io/contact): Email support@useline.io. Real people in the UK.
- [Pricing](https://useline.io/pricing): Current plan prices and credit rates