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Learn how to manage customer conversations and broadcasts
View all customer conversation records for the selected platform account. You can take over conversations as a human agent at any time, view customer tags and notes. The Message Center also offers broadcast functionality for sending messages to multiple customers at once — ideal for event notifications and promotions.
Use Cases
Scenario 1: Human takeover
AI notifies you that a customer needs human assistance. Enter the Message Center, find the conversation, and take over directly. AI will pause auto-replies for that conversation.
Scenario 2: Broadcast event notifications
A new promotion is about to launch and you want to notify all previous customers. Use the Message Center's broadcast feature to send event info to multiple customers at once.
Scenario 3: Review conversation quality
You want to spot-check if AI's recent replies are appropriate. Enter the Message Center and browse recent conversation records to verify AI performance meets brand standards.
Important Notes
LINE Human Collaboration: You must send messages through the FRIDAI Message Center for AI to detect human intervention and pause auto-replies. If you reply directly from the LINE Official Account dashboard, AI won't know and will continue auto-replying.
IG / Threads Cold DM Limitation: Meta's policy does not allow sending DMs via API to users who haven't followed or messaged you. Instagram requires the recipient to message you first before you can reply within a 24-hour window; Threads currently exposes no DM API at all. No tool can bypass this platform-level restriction by "sending to a specified user ID".
Alternatives: Use post-comment-triggered DMs (public post + keyword reply), Click-to-Messenger / Click-to-Instagram ads, or story-reply triggers — these are compliant ways to open the 24-hour conversation window.
Pro Tips
• When using broadcast, note that Meta platforms have a 24-hour messaging window limit. After Apr 27, 2026, only the "Human Agent" tag can be used for sending messages outside this window — legacy tags (Event, Order, Account) will stop working.