Integrating LINE with Zoho Desk
LINE Messaging App
Benefits of integrating LINE with Zoho Desk
• Allow businesses to communicate about the latest business trends, track sales targets, and much more directly with your customers through the LINE messaging app.
• Increase your agent's productivity by easily managing multiple instant messaging channels, including LINE from Zoho Desk.
• Helps convert conversations into service tickets, which can be handled by your agents and tracked by your customers on Zoho Desk.
Getting Started
• Channel ID for your Messaging API channel
• Channel secret key for your Messaging API channel
LINE Business Account
Free Plan
- In the free plan, only 500 messages can be sent. And no additional messages.
Paid Plans
- In the light plan, the number of messages that can be sent is 15,000 per month; additional messages can also be sent.
- 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.
To view your account's billing information, follow the below steps:
• Or users can also check these statistics by navigating to the Activity and Billing section under Settings.
Steps to create a LINE Messaging API
Log in to your LINE Business ID using your LINE account or business account.
Depending on the service, you may be required to create and use one of the two available options. Click here to create a LINE official account.
Log in with a business account: You can register a business account with your regular email address or your work email address, then log in to the LINE app.
Step 2: To create a Messaging API Channel and to retrieve the Channel ID and Channel Secret Key for the created Messaging API.
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.
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:
Option 1
Once you are in the LINE Official Account Manager, it will show the list of channels you've created. Select and open the account manager page for the messaging API channel for which you want to create a channel on Zoho Desk's IM module.
You can also find this information in the Settings tab in the top right corner of the Account Manager page. Go to Settings and click on Messaging API. There you can find the Channel ID and the Channel Secret Key for the account you selected.
Option 2
Go to the Providers tab in the left pane, choose the provider under which you have created a messaging API channel, and open it. In the Channels tab, you can find the channels you've created. Open the Messaging API Channel. On the Channel page, you can find the Channel ID and Channel Secret under the Basic Settings tab.
Steps to configure LINE Channel
Step 2: Navigate to Setup -> Instant Messaging -> LINE -> Configure -> Create Channel.
Step 4: Fill in the Channel ID and the Channel Secret Key details in the Create Channel form.
Step 5: Enter the Name of the Channel in the channel name field displayed on the Add Channel form. You can also upload the Channel Icon picture that will be listed on your Desk Application. Copy the Channel ID and Channel Secret Key details from the LINE official account manager settings tab and paste them into the Channel ID and Channel Secret fields. Choose the department you want to associate the channel with, then click Save. Your channel will be created.
Settings in Preferences
1. Associating your Agents
IM Channel -> Setup -> Preferences -> Agents -> Associate.
Enter the Agent Name and department, associate it with the LINE Channel, and then click Save.
2. Auto Ticket Conversion
Settings to 'send/receive' Messages from Users
• The Chat should be Disabled
• The webhook should be Enabled
• The greeting message should be Disabled
• The auto Response should be Disabled
How to add Users to the LINE Channel
Happy Messaging!
Deactivating a LINE Channel
2. Select Instant Messaging under the Channels section.
3. Click on LINE in the IM options.
4. The channels you created will be listed. Select the channel that you would like to deactivate and click on the toggle option and slide it off. A corresponding deactivation message box will appear.
5. To confirm, click Deactivate. The channel will then be deactivated.
To delete a channel:
- Click the Setup icon (
) in the top bar.
- Under Channels, click Instant Messaging.
- Click LINE on the Instant Messaging page.
The channels created in your account will be displayed. - Then, click on the horizontal ellipsis at the right corner of your channel, followed by Delete Channel.
- Click Yes, Delete on the confirmation dialog box.
The channel will be deleted.
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