Configure a LINE channel

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

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 as and when they find time, unlike 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 incredible opportunity to capitalize on the social media trend and engage with your customers in a seamless and personalized experience.

Prerequisites

Following are the prerequisites before configuring the LINE channel in Omnichannel for Customer Service.

1. Create a LINE handle.
2. Create a LINE channel in the LINE Developers console. More information: 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 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'll 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've 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:

      • Custom automated messages
      • Post-conversation survey

   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. More information: 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. More information: Configure work classification

8. Configure work distribution. More information: Work distribution settings

9. Add a bot. More information Configure a bot

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

    • Sessions
    • Agent notifications
    • Context variables
    • Smart assist bots
    • Quick replies

Customer and agent experiences

A customer can initiate 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 initiates 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. More information: View notifications

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

If the customer isn't identified by name, a new contact record can be created.

Privacy notice

By enabling this feature, your data will be shared with LINE and flow outside of your organization's compliance and geo boundaries (even if your organization is in a Government Cloud environment). Please consult the feature technical documentation for more information here.

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 relating to monitoring, recording, and storing communications with their end-users. This includes adequately notifying end-users that their communications with agents may 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.

See also

Understand and create workstreams
Configure automated messages
Configure a post-conversation survey
Delete a configured channel
Support for live chat and asynchronous channels