Configure a LINE channel

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Many customers use social messaging channels like LINE for their personal communication needs. Many also prefer using these messaging channels to engage with businesses. The asynchronous nature of these channels gives customers the convenience of getting their issues resolved as and when they find time, unlike real-time channels like Chat for Dynamics 365 Customer Service, where the session ends when the chat window is closed.

The LINE channel gives you an incredible opportunity to capitalize on the social media trend and engage with your customers in a seamless and personalized experience.

Note

The LINE channel isn't available in the Government Community Cloud (GCC) region.

Prerequisites

Following are the prerequisites before configuring the LINE channel in Omnichannel for Customer Service.

Note

To enable the LINE channel in an existing Omnichannel for Customer Service environment, you must upgrade to the latest version of Omnichannel for Customer Service.

1. Create a LINE handle. More information: Create and Manage a LINE profile
2. Create a LINE channel in the LINE Developers console. More information: Create a LINE channel

After completing the prerequisites, you can add the LINE channel for your organization by following these steps:

1. Create a LINE channel.
2. Create routing rules.

Create a LINE channel

To configure the LINE channel

1. Go to one of the apps, and perform the following steps.

   Customer Service admin center

   1. In the site map, select Channels in Customer support. The Channels page appears.

   2. Select Manage for Messaging accounts. The Accounts and channels page appears.

   3. Select New account.

   Omnichannel admin center

   • In the site map, select Channels under General settings, and on the Accounts and channels page, select New account.

2. Enter the following details:

   1. On the Channel details page, enter a name and select LINE in Channel.

   2. On the Account details page, enter the following details:

      • Channel ID: ID of the LINE application. Go to the LINE developer portal > Provider > Channel (ensure that it's a Messaging API) > Basic settings, and then copy the value in the Channel ID box.
      • Channel secret: Application secret of the LINE application. Go to the LINE developer portal > Provider > Channel (ensure that it's a Messaging API) > Basic settings, and then copy the value in the Channel secret box.
      • Channel access token: Token of the LINE application. Go to the LINE developer portal > Provider > Channel (ensure that it's a Messaging API) > Messaging API, and then copy the value in the Channel access token (long-lived) box.

   3. On the Callback information page, copy the text in the Callback URL box. You'll use the copied information in the LINE account.

   4. Select Done.

3. To configure routing and work distribution, you can create a workstream or select an existing one.

4. Select the workstream that you've created for the LINE channel and on the workstream page, select Set up LINE, and configure the following options:

   1. On the LINE page, select an account from Available LINE accounts.

   2. On the Language page, select a language.

   3. On the Behaviors page, configure the following options:

      • Custom automated messages
      • Post-conversation survey

   4. On the User features page, set the toggle for File attachments to On and select the following checkboxes if you want to allow agents and customers to send and receive file attachments. More information: Enable file attachments.

      • Customers can send file attachments
      • Agents can send file attachments

   5. Verify the settings on the Summary page, and select Finish. The LINE channel instance is configured.

5. Configure routing rules. More information: Configure work classification

6. Configure work distribution. More information: Work distribution settings

7. Add a bot. More information Configure a bot

8. In Advanced settings, configure the following options based on your business needs:

   • Sessions
   • Agent notifications
   • Context variables
   • Smart assist bots
   • Quick replies

Create a LINE channel in Omnichannel Administration

Important

Support for the Omnichannel Administration app ended on April 30, 2022. We recommend that you use the Omnichannel admin center or Customer Service admin center app to configure the latest features, such as unified routing and voice channel. More information: Omnichannel Administration app is deprecated.

1. Go to Channels > LINE.

2. Select New to create a LINE channel.

3. On the New LINE Application page, provide the following account details:

   • Name: Name of the LINE application.

   • Channel ID: ID of the LINE application. Go to the LINE developer portal > Provider > Channel (ensure that it's a Messaging API) > Basic settings, and then copy the value in the Channel ID field.

   • Channel secret: Application secret of the LINE application. Go to the LINE developer portal > Provider > Channel (ensure that it's a Messaging API) > Basic settings, and then copy the value in the Channel secret field.

   • Channel access token: Token of the LINE application. Go to the LINE developer portal > Provider > Channel (ensure that it's a Messaging API) > Messaging API, and then copy the value in the Channel access token (long-lived) field.

   • Enable Webhooks: Webhooks in the LINE application must be enabled. Go to the LINE account manager > Settings > Response settings. Under Main settings, select Bot for Response mode, and then under Detailed Settings, select Enabled for Webhooks.

4. Browse to and select the out-of-the-box work stream for the LINE channel, and then select Save. After you save the record, the LINE channel is enabled. The Callback URL has been created. The next step is to save it.

   To create a work stream, see Create work streams.

5. The Callback URL might take a few minutes to generate. Select Refresh.

6. Go to the the LINE developer portal > Provider > Channel (make sure it's a Messaging API) > Messaging API. Copy the Webhook URL from Omnichannel for Customer Service, and then paste it into the Webhook URL field in the LINE developer console.

7. Make sure that Use webhook is enabled in the LINE app dashboard.

   More information about the LINE app: Setting up your LINE app

8. On the Automated messages tab, configure automated messages.

9. On the Surveys tab, configure a post-conversation survey.

The LINE channel setup is complete.

Note

You can only add one LINE account per LINE Application channel.

Modify settings for a specific LINE account

1. In the Omnichannel Administration app, go to your LINE application and select the LINE account you want to modify.

2. On the General settings tab, provide the following information:

   • Language: Select the preferred language for your LINE account.

   • Work stream: Select an existing work stream or create a new one.

   • Enable file attachments for customers: Set to Yes to allow customers to send file attachments to agents. Otherwise, set to No.

   • Enable file attachments for agents: Set to Yes to allow agents to send file attachments to customers. When the agent sends an attachment, the app sends the blob storage URL to the channel. Otherwise, set to No.

     To learn more about attachments, see Enable file attachments.

     To learn more about uploading media in LINE, see LINE developer documentation.

3. On the Automated messages tab, configure automated messages.

4. On the Surveys tab, configure a post-conversation survey.

Create routing rules

1. Go to Work Distribution Management > Work Streams.

2. Open the out-of-the-box work stream or the one you created.

3. On the Routing rules items tab, create a routing rule to transfer the message to an appropriate agent. Select the entity as LINE Engagement Context. For example, you can create a rule to transfer LINE chat from a customer named LINE to the default queue.

Customer and agent experiences

A customer can initiate a conversation in any of the following ways:

• LINE app on a mobile device
• LINE app on a desktop device
• line.me/en/

If a customer initiates a conversation from the LINE website and then later switches to the mobile device, the previous conversation persists and the customer can continue the conversation.

The agent receives the notification of the incoming chat request, along with customer details. More information: View notifications

Once the LINE social profile is linked to an user customer/contact record by the agent, subsequent LINE conversations are linked to the customer records and the customer summary is populated.

If the customer isn't identified by name, a new contact record can be created.

Privacy notice

By enabling this feature, your data will be shared with LINE and flow outside of your organization's compliance and geo boundaries (even if your organization is in a Government Cloud environment). Please consult the feature technical documentation for more information here.

Customers are solely responsible for using Dynamics 365, this feature, and any associated feature or service in compliance with all applicable laws, such as laws relating to monitoring, recording, and storing communications with their end-users. This includes adequately notifying end-users that their communications with agents may be monitored, recorded, or stored and, as required by applicable laws, obtaining consent from end users before using the feature with them. Customers are also encouraged to have a mechanism in place to inform their agents that their communications with end-users may be monitored, recorded, or stored.

See also

Understand and create workstreams
Configure automated messages
Configure a post-conversation survey
Create and manage routing rules
Delete a configured channel
Support for live chat and asynchronous channels