Create a LINE Messaging Channel in Service Cloud

Step 1: Set Up a LINE Official Account

To help your customers over LINE, you need a LINE Official Account. You must also add yourself as a provider in your LINE settings. After completing these tasks, you can connect your LINE account to Salesforce.

1. Create a LINE Official Account. For steps, see the LINE documentation.
2. In the LINE Official Account Manager, enable the Messaging API and create a provider.
   1. In your account settings, go to the Messaging API section and enable the Messaging API.
   2. When prompted, create a provider to represent your business.
3. In your account settings, copy the following values. You’ll need them when you set up your channel in Salesforce.
   1. Channel Name: Equivalent to your Account Name in the LINE Official Account Manager
   2. Channel ID: Found in the Messaging API section
   3. Channel Secret: Found in the Messaging API section
4. Issue a channel access token in the LINE Developers Console. The token is used to verify that Salesforce has permission to use the channel.
   1. In the LINE Official Account Manager, go to the Messaging API section of your account settings.
   2. Click the link to open the LINE Developers Console, and click the Messaging API tab.
   3. In the Channel Access Token field, issue your token and then copy it. You’ll need it when you set up your channel in Salesforce.

Step 2: Prepare for Messaging in Salesforce

If LINE is your first Messaging channel in Salesforce, complete these key tasks to get started with Messaging.

1. Turn on Messaging.
2. Give users access to Messaging.
3. Configure your Omni-Channel message routing settings.
4. Add Messaging to the Service Console.

Step 3: Connect LINE to Salesforce

To send and receive LINE messages in Salesforce, create a LINE Messaging channel.

1. From Setup, enter Messaging in the Quick Find box, and then select Messaging Settings.
2. Click New Channel, then click Next.
3. Select LINE, then click Next.
4. Accept the terms and conditions, and click Next.
5. Enter the LINE channel name, ID, secret, and access token that you copied from your LINE settings, and click Next.
   
6. Choose your routing method, and then click Next.
   1. To set up a basic routing solution from scratch, select Create a new queue. Queues and routing configurations don’t support routing to bots.
   2. To use an existing queue or an Omni-Channel flow, which supports bots and more complex routing logic, select Set up routing later.
7. On the final screen, click Go to Channel Settings to add your routing preferences. If you already closed the setup flow, click your channel's name on the Messaging Settings page.
   1. On the channel record home page, click Edit.
   2. In the Omni-Channel Routing section, select a routing type. Omni-Flow lets you route messages using an Omni-Channel flow, and supports bots. Omni-Queue lets you route using a queue and routing configuration.
   3. If you selected the Omni-Flow routing type, select a flow in the Flow Definition field and a back-up queue in the Fallback Queue field.
      
   4. If you selected the Omni-Queue routing type, select a queue.
   5. Save your changes.

Step 4: Complete the Connection to LINE

In the LINE Developers Console, provide an essential URL from Salesforce and update other settings.

1. On the channel record home page in Salesforce, in the LINE Connection section, copy the value in the Webhook URL field.
   
2. In a separate tab, go to the LINE Developers Console and find the Webhook URL field on the Messaging API tab.
   While this field is also visible in the LINE Official Account Manager, the Developers Console contains additional settings that you must update.
3. Paste the value into the Webhook URL field.
4. Click Verify below the field.
5. Select Use webhook.
6. (Recommended) On the Messaging API tab in the Developers Console, disable auto-reply messages and greeting messages. Because you’ll configure your auto-responses in Salesforce, disabling these messages in LINE helps your customers avoid redundant or conflicting auto-responses.

Step 5: Activate Your Channel

To start the flow of LINE messaging traffic into Salesforce, activate your channel in Setup.

1. Complete the tasks in the Channel Activation Checklist to verify that your channel is ready for business. These tasks include setting up sensitive data rules, auto-responses, and Einstein bots.
2. On the Messaging Settings page in Setup, click the name of your LINE channel. If you already have the channel record home open, refresh the page.
3. At the top of the page, click Activate Channel.
   

What's Next?

When your channel is active, LINE messages are routed to your support team according to the queue or Omni-Channel flow that you selected. Your work doesn’t need to end there, though. To get more out of your LINE channel, explore these resources.

• Increase Messaging Productivity
• Work with Messaging Data
• Message with Customers in the Service Console

Tip If your channel is active but you’re not able to send or receive messages, double-check that you completed Step 4: Complete the Connection to LINE. If this step isn’t completed, your channel won't function even if it's active.