What is the LINE Messaging App?

LINE is the fastest growing instant messaging app in the world, bringing agents closer to their customers and end-users. Send free messages and make voice calls or video calls anytime, anywhere. LINE is now available on a variety of smartphones and can be used on Mac or PC desktops.

Why integrate LINE with Zoho Desk?

  1. Manage your customer queries instantly in a dedicated LINE messaging channel from Zoho Desk.
  2. Allow businesses to communicate about the latest business trends, track sales targets, and much more directly with your customers through the LINE messaging app.

  3. Increase your agent's productivity by easily managing multiple instant messaging channels, including LINE from Zoho Desk.

  4. Helps convert conversations into service tickets, which can be handled by your agents and tracked by your customers on Zoho Desk.

What are the prerequisites for integrating a LINE channel?

  1. Channel ID for your Messaging API channel
  2. Channel secret key for your Messaging API channel

What is the LINE Business Account?

LINE official accounts are similar to regular LINE accounts used to communicate with your end-users. You can use a LINE business account to send general information and sales/marketing messages to your customers. Your LINE official account is also equipped with various features that will help customers learn more about your company, your brand, and your products/services. You can learn more about LINE official accounts here.
Login to the LINE Official Account -> Click here.

What is the Messaging API channel?

The Messaging API channel acts as a BOT which responds to the messages sent by your customers. Click here to learn how to create a messaging API channel.

What is the Channel ID and the Channel Secret Key?

A Channel ID is the unique identifier of the channel, and a Channel Secret Key is the unique key used to grant an app access to your channel. To retrieve the Channel ID and Channel Secret Key you can choose to follow any of the below two options:

How to associate agents to the LINE channel?

Follow these steps to associate your agents in Desk with the channel you just created. Every time a department is updated, your agents have to be associated with these channels by following these steps on the Settings page.

IM Channel -> Preferences -> Agents -> Associate.

Enter the Agent Name and department, associate it with the LINE Channel, and then click Save.

Settings to 'send/receive' Messages from Users?

In order to send/receive any incoming messages from the users to the IM platform, the webhook has to be configured on your Messaging API Channel. This can be done from the Instant Messaging module back-end when creating a channel. The Response mode for your channel should be set to BOT. The webhook should be enabled in the channel Basic Settings tab. These can be set in response to channel settings in the LINE Official Account Manager.  
You can verify and change the values of the below settings by going to Settings -> Response settings.
  1. The chat should be Disabled

  2. The webhook should be Enabled

  3. The greetingmessage should be Disabled

  4. The autoResponse should be Disabled

How to add Users to the LINE Channel?

The users should add this channel as their 'friend' in the LINE account to start chatting. You can also share the relevant QR Code/Channel URL with the users, which can be found in the channel settings in the developer console/LINE Official Account Manager.

What are LINE's Monthly Pricing Plans?

There are free, light and standard plans for the LINE official account. The account holders can choose a plan of their choice.

Free Plan
  1. In the free plan, only 500 messages can be sent. And no additional messages.
Paid Plans
  1. In the light plan, the number of messages that can be sent is 15,000 per month; additional messages can also be sent.
  2. In the standard plan, the number of messages that can be sent is 45,000 per month; additional messages can be sent for this paid plan.

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