LINE - scenario steps

Updated at March 28th, 2025

Here is the list of all the steps available in the Bot Editor to send messages of different formats to your customers on the LINE channel.

Preamble

LINE has one rule: you can only reply to a customer's message once for free, and within 30 seconds. This is only possible with bots; human agents can't respond as quickly. Therefore, the first message sent by a bot in response to a customer's message or by clicking a button is free.

LINE also offers a way to reply with a message to a customer after these 30 seconds: this is called a "push" and it is not free. The company must subscribe to a plan and LINE will bill them directly. The price list is available here: https://www.lycbiz.com/jp/service/line-official-account/plan/ . 5000 yen is about 30 euros and 3 yen is about 0.019 euros.

⚠️ If the company tries to use Alcmeon bots and inbox on a LINE account that is not a business account and has not subscribed to a plan, all kinds of errors will appear in Alcmeon and the bots will not work as expected.

AI Bot ✨

This step allows an artificial intelligence API (NLP or generative) to respond to the client's last message.

See our dedicated article: Create your AI Bot scenario

AI satisfaction ✨

This step is intended to appear after an AI has given a response, so you can collect customer satisfaction with the AI's response.

See our dedicated article: Create your AI Bot scenario

Become Friends

This step is the main entry point for new customers who contact you on this channel. It is triggered in two cases:

when the customer becomes a “Friend” of the brand, which is a mandatory online step to access the discussion space
the customer was a “Friend” and blocked the brand; when he unblocks it, this step is triggered again.

First Conversation

This step is necessary and should be added to the scenario.

It is triggered when a user with a conversation history on this channel BEFORE the account was logged into Alcmeon sends a new message.

This message is neither a "Become Friends" nor a "Next Conversation", since in Alcmeon there is no past conversation, nor an "unexpected text", since the message is not part of a conversation already started.

Following conversations

This step determines the bot's behavior during a new conversation, as opposed to its very first conversation in the channel. It is triggered when there are messages in Alcmeon that formed a previous conversation (in the Alcmeon sense) for this client, and this client sends back a new message that is the start of a new conversation.

Note: When all previous messages from the customer have been “anonymized” (special action for GDPR compliance), if the customer sends a message, then this step is triggered.

Unexpected text

This step is used to intercept messages typed by a customer in the middle of the decision tree, when they would be expected to click a button presented to them instead. It is triggered when ALL of the following conditions are met:

the customer sent a message
this message is not a click on a button or on another element of the scenario), it is therefore a message typed by the client himself
in the same conversation as this message from the customer, there is a message immediately preceding it which is a message sent by the bot as part of THIS scenario
This previous message from the bot does not have a "free message entry" or "default response" output, because in this case the script should follow that output, which takes precedence over "unexpected text".

This step sends a text message along with a series of "quick replies," which are buttons the customer can click. These buttons disappear when one is clicked. Once a button is clicked, the label on that button is the message sent by the customer.

In the Alcmeon bot editor, you can connect each button to another step, so that the scenario continues when the customer clicks on it.

The sent text message can contain emojis, an image, a video, an audio file, or an attachment.

Message only

This step sends a single text message to the customer.

This step must be connected to another step, otherwise the bot scenario will abruptly stop at this step for the client.

Carousel

This function sends a set of up to 10 slides, which can scroll horizontally. Each slide can contain an image, then a title (maximum 40 characters), a main text (maximum 160 characters), and up to 4 buttons.

Each button can be connected to another step in the scenario (continuing the bot experience for the customer), or open a URL that you can define.

Unlike the “quick replies” described in the “Message with menu” step, clicking a carousel button does not make it disappear: the customer can go back in their conversation history to click the same button again or another carousel button.

Image Carousel

This carousel displays a set of up to 10 slides, which can be scrolled horizontally. Each slide can only contain one clickable image and an optional title, which will be the label for the button displayed over the image.

Each slide can be connected to another step in the scenario (continuing the bot experience for the customer), or open a URL that you can define.

ImageMap

This step allows you to send a message containing a single image with multiple touch zones.

Each area can be set to connect to another step in the scenario (continuing the bot experience for the customer), or open a URL that you can define.

Confirm

This step sends a text with two buttons (exactly), typically “yes” and “no”.

Each of these two buttons can be set to connect to another step in the scenario (continue the bot experience for the customer), or open a URL that you can define.

Advanced feature, please contact Alcmeon support to use it.

This step is triggered by an event containing a payload as a parameter, which is triggered by the tab menu at the bottom of the chat window in the client application.

This menu is called the "Rich Menu." It is not managed by Alcmeon: only the effect in the chat window of clicking on this Rich Menu is managed by Alcmeon.

It may contain:

buttons opening a URL
buttons that send a payload into the chat window to start a specific scenario.
buttons that send a keyword into the chat, a keyword that can be detected by Alcmeon via a " Condition on entered text " step placed after the "First conversation", "Following conversations" and "Unexpected text" steps (to handle all cases).

The Rich Menu step of Alcmeon scenarios is only triggered in case 2 above.