Feature deprecation: Genesys will deprecate the LINE third-party messaging channel on April 24th, 2024.  The ability to create new LINE integrations will be restricted starting on November 29th, 2023.  Existing LINE integrations created before November 29th will continue to work until the End of Life date of April 24th, 2024, at which time those integrations will be disabled. For more information on the deprecation, see Native LINE third-party messaging channel. 

Prerequisites:
  • Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 1 Digital Add-on II license
  • Messaging > Integration > All permission
  • LINE account

Genesys Cloud ACD messaging provides a way for your customers to use LINE Messaging to interact with agents who are using Genesys Cloud. However, before you can get ACD messaging for LINE Messaging up and running, you must have a LINE developer account and a LINE Messaging app. The method you use to create your LINE app and configure ACD messaging for LINE Messaging depends on the type of LINE developer account you have. 

LINE has two different types of developer accounts: Standard and Approved. For more information, see the LINE@ account page.

Regardless of which type of account you have, configuring ACD messaging for LINE Messaging requires multiple steps. The process also involves switching back and forth between the LINE Developers console and Genesys Cloud. 

To configure ACD messaging for LINE Messaging with a Standard account, you must have the following information from your LINE Messaging app:

  • Channel ID
  • Channel Secret

For more information about how to obtain the Channel ID and Channel Secret, see the Standard account section of the Create a LINE app for Genesys Cloud article.

After you have the Channel ID and Channel Secret, perform the following steps:

  1. Click Admin.
  2. Under Message, click Platforms.
  3. Click Create New Integration.
  4. Click the LINE Messaging tile. The Line Messaging page appears. 
    Note: The status text next to the LINE Messaging icon should show New.
  5. In the Name box, type a name that you want to assign to your integration.
  6. Click Generate Webhook URI. 
  7. When the Webhook URI box appears, click Copy Link to copy the link to the clipboard.
    Note: You need Webhook URI to complete the LINE Messaging app configuration.
  8. In the Channel ID box, type the Channel ID code you set up with your LINE Messaging app.
  9. In the Channel Secret box, type the Channel Secret code that you set up with your LINE Messaging app.
  10. Leave the Switcher Secret box blank.
    Note: A Standard account doesn’t support Switcher functionality.
  11. In the Supported Content list, select a supported content profile. If you do not select a supported content profile, the integration uses the default content profile.
  12. Click Save.

When you return to the Platforms page, notice that the status indicator shows Active in the LINE Messaging tile.

At this point, return to your LINE Developers console and add the Webhook URI as described in the Standard account section of the Create a LINE app for Genesys Cloud article.

To configure ACD messaging for LINE Messaging with an Approved account, you perform the procedure in two separate sessions.

In the first session:

  1. Click Admin.
  2. Under Messaging, click Platforms.
  3. On the Platforms page, locate the LINE Messaging row. Notice that the status indicator shows Disconnected.
  4. Click Configure in the LINE Messaging row.
  5. In the Name box, type a name that you want to assign to your integration.
  6. Click Generate Webhook URI.
  7. Click Copy Link.
  8. Click Save.

When you return to the Platforms page, notice that the status indicator shows Incomplete in the LINE Messaging tile.

Follow the instructions in the Approved account section of the Create a LINE app for Genesys Cloud article for adding the Webhook URI and submitting your account for approval.

Once you have an approved account, you can complete the procedure.

  1. Click Admin.
  2. Under Messaging, click Platforms.
  3. Click Finish Setup in the LINE Messaging row.
  4. In the Channel ID box, type the Channel ID code you set up with your LINE Messaging app.
  5. In the Channel Secret box, type the Channel Secret code that you set up with your LINE Messaging app.
  6. If you have applied for Switcher enabled Approved account, type the code in the Switcher Secret box.
  7. In the Service Code box, type the Service Code you received from LINE.
  8. In the Supported Content list, select a supported content profile. If you do not select a supported content profile, the integration uses the default content profile.
  9. Click Save.

When you return to the Platforms page, notice that the status indicator shows Active in the LINE Messaging row.

Once you have a working LINE Messaging app and have configured ACD messaging for LINE Messaging, then you can configure message flows in Architect. 

Disclaimer: The third-party application configuration information in this article is provided as general instruction and is subject to change by the third party. Best practice recommends that you review the third-party’s official documentation to confirm that you follow the most recent process.