How to add Chatbot to your LINE channel

Let's create a bot that will help you attend to your customers around the clock. Bots work all day, every day, to provide your customers with comprehensive support: they can effectively respond to customers, ask the right questions at the right time, and deliver quick answers to common questions.

Build your bot in minutes using the Guided Conversations (GC) builder or Answer Bot to address simple customer questions and issues. Then, plan for your agents to take over when more complex issues need attention.

Getting started

To create your first bot:

Setup

1. Go to Setup (

) in the top bar.

2. Select the Instant Messaging channel.

3. Navigate to the Preferences section.

4. Click on the Bots sub-tab.

5. Under the Associate a Bot section, click Let's Get Started.

6. Select Guided Conversations or Answer Bot under the Configure Bot accordion.

7. Click Next.

8. Select the respective bot, or click Create Bot (if no bot has been created for the selected option).

Click Create GC Widget and follow the steps to create a GC widget ↗, or create an Answer Bot and follow the steps to create an Answer Bot ↗.

9. Click Next.

10. The next step is to associate a LINE channel where you can leverage your conversational bot for better customer support. Associate a channel by selecting it from the drop-down list. Then, click Save.

Note

An error message will be shown when there are no channels to be associated. In that case, refer to this help doc to create a LINE channel in Zoho Desk, and continue the process of configuring the bot.

11. Continue bot configuration by checking that the default selection, All Visitors, is highlighted, ensuring the bot attends to all visitor conversations.

12. The final step is to ensure the availability of the configured bot is set to Always.

Note

You should assign the bot to a unique audience. This will help you prevent the same customers from receiving answers from the same bot.

Supported GC Blocks in the LINE channel

Build your bot in minutes using the Guided Conversations (GC) builder to address simple customer questions and issues in your configured LINE channel. First, make a note of the blocks supported in LINE for leveraging the Blended Conversations feature in Zoho Desk.

See also: Supported GC blocks in LINE ↗

How to dissociate a bot

Setup

1. Click the Setup icon (

) in the top bar.

2. Under Channels, click Instant Messaging.

3. Navigate to the Preferences section.

4. Click the Bots sub-tab under the Associate a Bot section.

5. Click on the horizontal ellipsis in the right corner of the bot you want to dissociate, and then click Dissociate.

6. Click Yes, Dissociate in the confirmation dialog box. The bot will be dissociated.

How to delete a configured LINE channel

Setup

1. Click the Setup icon (

) in the top bar.

2. Under Channels, click Instant Messaging.

3. Click LINE on the Instant Messaging page. The channels in your account will be displayed.

4. Click on the horizontal ellipsis in the top-right corner of the channel you want to delete, then click Delete Channel.

5. Click Yes, Delete in the confirmation dialog box. The channel will be deleted.

Note

Once deleted, you will not be able to send or receive messages in the channel. Though chats will remain intact (read-only), they cannot be transferred or blocked. The configured business page for the deleted LINE channel will be dissociated, and the same page can be used to re-configure another channel. The channel ID associated with the bot will be deleted.

Info

Under IM > Preferences > Bot Listing, the bot's status will be disabled.

Read a feature story: Chat transfers made simple ↗

Read a feature story: Build meaningful customer support experiences ↗

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