Adding LINE social messaging channels

What's my plan?

Customers without Zendesk Suite must have Support and Chat with the Social Messaging add-on to use this feature.

Quick Look: Admin Center > Channels > Messaging and social > Messaging

This article describes how you can add a LINE social messaging channel. LINE is an all-in-one communications app for free text, voice and video calls, moments, photo sharing, and games.

This article contains the following sections:

• Adding a LINE channel
• Copying the Webhook URL to your LINE account
• Next steps

Adding a LINE channel

To support LINE social messages in the Zendesk Agent Workspace, you can add one or more LINE channels. You must be an administrator to add LINE channels.

To add a LINE channel, you need the following information from your LINE account:

• Channel ID and Channel secret: You can get this information from the LINE Developer Center. Open the account for editing, then from the Basic settings tab, copy the values from the Channel ID and Channel secret fields in LINE to the Zendesk Add channel page.
• (Multi-brand accounts only) Brand: The brand to associate with the channel.

To add a LINE channel

1. In Admin Center, click Channels in the sidebar, then select Messaging and social > Messaging.
2. Click Add channel and select LINE from the drop-down.
3. Enter the Channel ID and Channel secret, which can be found in the LINE Developer Center.
4. Click Next.

   Once your channel details are verified, the Webhooks settings appear.

5. Copy the Webhook URL that appears in the Zendesk Add channel page and add it to your LINE settings in the LINE Developer Center. For details, see Copying the Webhook URL to your LINE account.
6. When you've finished copying the Webhook URL to your account in the LINE Developer Center, click Connect channel.

   When the channel connects successfully, a Channel added message appears.

Copying the Webhook URL to your LINE account

When the Webhook URL appears on the Zendesk Add channel page, you need to add this information to your LINE account in the LINE Developer Center. This allows your LINE account to communicate with your Zendesk account.

To update the Webhook URL

1. In the LINE Official Account Manager, under Response Settings > Toggle responses, turn on Webhooks.
2. In the LINE Developer Center, click the edit icon for the Use webhooks setting.
3. Next to Use webhook, click the slider to turn it on, then click Update.
4. Click the edit icon for the Webhook URL setting again.
5. Paste the Webhook URL from the Zendesk Add channel page, then click Update.

Next steps

After you've added your LINE channel, make sure the Agent Workspace is optimized for your agents to use it. You can also configure automatic responses to messages your customers send you.