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. 

Before you can configure ACD messaging for LINE Messaging in Genesys Cloud, you must create a LINE Messaging app. You’ll use LINE’s developer site to create your LINE Messaging app.

Disclaimer: Since LINE’s developer site is considered a third-party, the 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 are following the most recent process.

To create a LINE Messaging app, you must have a you must have a LINE Developer account. LINE has two different types of developer accounts: Standard and Approved. The type you choose depends on your business needs. For more information about the different LINE accounts, see the LINE@ account page.

Regardless of which type of account you have, configuring ACD messaging for LINE Messaging requires multiple steps. You must also switch back and forth between the LINE Developers console and Genesys Cloud to transfer certain pieces of information. 

The steps that you follow for creating your LINE app depends upon what type of account you have.

For more information on creating a LINE app with a Standard account, see Getting started with LINE Login.

When you create a LINE app with a Standard account, pay particular attention to four pieces of information to set up ACD messaging for LINE Messaging:

  • Channel ID
  • Channel Secret
  • Webhook URI
  • QR Code

As you create your LINE app, which LINE refers to as a channel, the process generates the Channel ID and Channel Secret codes. You need these two codes on hand when you Configure ACD messaging for LINE Messaging in Genesys Cloud.

When you configure ACD messaging for LINE Messaging in Genesys Cloud, that process generates a link titled Webhook URI. You need this link to complete the LINE app creation procedure.

Once you create your channel using a Standard account, look for a QR Code at the bottom of the LINE page. Your customers use this QR Code to begin using your app to communicate with your agents in Genesys Cloud. Therefore, you must copy this QR code and display it on your website. Your customers then scan in the QR Code to begin using the app.

To create a LINE app for Genesys Cloud using a Standard account, follow this general outline:

  1. Access your LINE Developers console.
  2. Create your messaging API channel.
  3. Copy the Channel ID and Channel Secret codes.
    Note: A Standard account doesn’t support Switcher functionality, so just skip the Switcher Secret.
  4. Access Genesys Cloud.
  5. Follow the instructions in the Standard account section of the Configure ACD messaging for LINE Messaging article for entering the Channel ID and Channel Secret codes and generating the Webhook URI.
  6. Switch back to the LINE Developers console.
  7. Make sure that webhooks are enabled.
  8. Paste the Webhook URI into the appropriate box.
    Note: After you paste the Webhook URI, be sure and remove the preceding https:// from the link. This information is included by LINE. If you don’t remove it, you receive an error message.

Once you verify the Webhook URI, your app is ready to go. However, you must copy the QR Code and make it available on your website where your users can scan it. 

When you are creating a LINE app with an Approved account, you must have one piece of information to begin to set up your app: the Webhook URI. As you configure ACD messaging for LINE Messaging in Genesys Cloud, the process generates the Webhook URI link. You need this link to begin the LINE app creation procedure.

The approval process may take a week to 10 days to complete. As such the configuration operation is done over time in multiple sessions.

In addition, you can optionally add the Switcher feature to an app that you create with an Approved account. When enabled, the Switcher feature allows your LINE Messaging channel to interact with a Bot. The details concerning the creation and use of Bots is beyond the scope of Genesys Cloud’s support for the LINE Messaging. However, we provide you with a way to connect a channel to your Genesys Cloud ACD Messaging for LINE Messenger integration by using Switcher Secret. Applying for a Switcher Secret is a separate procedure and you must contact LINE directly for more details.

To create a LINE app with an Approved account, follow this general outline:

  1. Access Genesys Cloud.
  2. Follow the instructions in the Approved account section of the Configure ACD Messaging for LINE Messaging article for generating the Webhook URI.
  3. Access the LINE account creation page and apply for an Approved account.
  4. Make sure that webhooks are enabled.
  5. Paste the Webhook URI into the appropriate box. 
  6. Submit your account for approval.

Once your account is approved, you can complete the procedure.

  1. Access your LINE Developers console.
  2. Copy the Channel ID and Channel Secret codes.
  3. Access Genesys Cloud.
  4. Follow the instructions in the Approved account section of the Configure ACD Messaging for LINE Messaging article for entering the Channel ID and Channel Secret codes.