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Configure a LINE channel

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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

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 when they have time. This functionality is different from 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 opportunity to capitalize on the social media trend and engage with your customers in a seamless and personalized experience.

Prerequisites

The prerequisites to configure the LINE channel in Contact Center admin center or Customer Service admin center are as follows:

  1. Create a LINE handle.
  2. Create a LINE channel in the LINE Developers console. For more information, refer to 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. In the site map of Contact Center admin center or Customer Service admin center, 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.

  4. 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 use the copied information in the LINE account.

    4. Select Done.

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

  6. Select the workstream that you 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:

    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. For more information, refer to 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.

  7. Configure routing rules. For more information, refer to Configure work classification.

  8. Configure work distribution. For more information, refer to Work distribution settings.

  9. Add a bot. For more information, refer to Configure a bot.

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

Customer and agent experiences

A customer can start 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 starts 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. For more information, refer to View notifications.

After the system links the LINE social profile to a customer or contact record by the agent, subsequent LINE conversations are linked to the customer records, and then the customer summary is populated.

If the system doesn't identify the customer by name, a new contact record can be created.

Privacy notice

If you enable this feature, your data is shared with LINE and flows outside of your organization's compliance and geo boundaries (even if your organization is in a Government Cloud environment). For more information, refer to Connect a bot to LINE.

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 related to monitoring, recording, and storing communications with their end users. This responsibility includes adequately notifying end users that their communications with agents might 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.

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