LINE Quick Start

The LINE channel connects your LINE Official Account to Resool, so messages customers send to your account arrive in the shared inbox with WhatsApp, Instagram and email. You connect it with the channel access token and channel secret of your account's Messaging API channel, and Resool sets the webhook for you. It's the way to support customers in Japan, Taiwan and Thailand, where LINE is the main messaging app, from the same inbox as every other channel.

#What you can do with LINE

In the Inbox

• Receive messages sent to your LINE Official Account as conversations, including images, video, audio, files and stickers.
• Reply at any time with text and images. LINE has no reply window.

On the channel

• Open a chat with your LINE Official Account to test it.
• Refresh the connection if the webhook was changed in the LINE Developers console.

#Before you begin

• A LINE Official Account with a Messaging API channel. You can enable the Messaging API from LINE Official Account Manager or create the channel in the LINE Developers console.
• The channel access token (long-lived) and the Channel secret of that channel. LINE accounts can only be connected with these credentials.
• Your LINE plan's message quota. Replies from Resool are sent as LINE push messages, which count toward your LINE plan's monthly quota.
• In Resool, only workspace Owners and Admins can connect channels. LINE counts as one channel toward your plan's limit.

#How to get your LINE credentials

1. Open the LINE Developers console and sign in.
2. Open the provider and the Messaging API channel of your LINE Official Account (or create one).
3. On the Basic settings tab, copy the Channel secret (32 letters and digits).
4. On the Messaging API tab, issue a Channel access token (long-lived) and copy it.
5. On the same tab, check that Use webhook is turned on.

#How to connect LINE to Resool

1. Go to Settings › Channels and click Add Channel.
2. On the Business Messaging tab, find LINE and click Connect.
3. The Connect LINE dialog shows three steps and an Open LINE Developers link. Fill in:
   • Channel name: how the channel appears in Resool. "LINE" by default.
   • Channel access token (long-lived): paste the token from the Messaging API tab.
   • Channel secret: paste the secret from Basic settings.

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Settings › Channels › Add Channel › LINE › Connect

The "Connect LINE" dialog with the LINE logo, the three numbered steps, the Open LINE Developers link, the Channel name, Channel access token (long-lived) and Channel secret fields, the note about push messages and the monthly quota, and the Connect button.

File: screenshots/line-quick-start-connect-dialog.png

1. Click Connect. Resool checks the credentials, sets the webhook and opens the channel page.
2. In LINE Official Account Manager, turn off auto-reply messages so answers come from Resool instead of LINE's automatic replies.

Add your LINE Official Account as a friend in LINE, send it a message and check that it appears in the Inbox.

#How to configure LINE

Open Settings › Channels and click Manage on the LINE channel. The Configuration tab shows:

• Channel name: rename the channel and save with the save bar.
• The account card: your LINE Official Account's name and ID, its status (Connected, or Needs attention with the reason), Open chat to open the account in LINE, and Refresh connection to set the webhook again.
• Webhook: the address LINE sends messages to. Resool sets it automatically.

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Settings › Channels › LINE › Configuration

The Configuration tab with the Channel name field, the account card with the LINE Official Account name and ID, the Connected badge, Open chat and Refresh connection buttons, and the Webhook card with the URL and the quota note.

File: screenshots/line-quick-start-configuration.png

Routing, auto-assignment and satisfaction surveys are set in Channel settings. To remove the channel, click Delete channel under Danger zone and confirm. Past conversations stay.

#Notes and limitations

• Replies are LINE push messages and count toward your LINE plan's monthly message quota. When the quota runs out, LINE stops delivering them until the next month or until you upgrade your LINE plan.
• LINE can't send documents. Files other than JPEG and PNG images are sent as links.
• Each LINE Official Account can be connected to one Resool workspace.

#FAQ and troubleshooting

#I see "The channel secret is 32 letters and digits."

You probably pasted another value, such as the Channel ID. Copy the Channel secret from the Basic settings tab.

#I see "The platform refused these credentials. Check them and try again."

LINE didn't accept the access token.

What you can do:

• Issue a new long-lived channel access token on the Messaging API tab and paste it.
• Check that the token and the secret belong to the same Messaging API channel.

#Customers get LINE's automatic reply as well as our answer

Auto-reply is still on in LINE Official Account Manager. Turn off auto-reply messages there.

#Messages from customers don't arrive

What you can do:

• In the LINE Developers console, check that Use webhook is turned on for the Messaging API channel.
• In Resool, open the channel and click Refresh connection.

#Replies stopped being delivered

Your LINE plan's monthly message quota may be used up. Check your usage in LINE Official Account Manager.

#What's next?

• Channel settings: routing, auto-assign and satisfaction surveys
• Replying to conversations
• WeChat Quick Start
• Telegram Quick Start