LINE
Livedesk supports adding a LINE channel so users can converse with customers. With this feature, you can:
- Automatically receive messages from LINE and assign them to the corresponding team or agent.
- View the profile details of users who send messages.
- View, manage, and reply to all messages in conversations or in the ticket list.
Below, we will explain how to add a LINE channel.
Preparation
Register an account
Livedesk creates a LINE channel based on the LINE Official Account and Messaging API, which are used to send and receive messages through the LINE channel. Therefore, before adding a channel, you need to apply for a LINE account.
Create a Messaging API channel
- Create a Provider
Log in to the LINE Console to access the console interface. Create a Provider, or specify a provider within an existing Provider.
- Configure the channel
After creating a Provider, go to the Channels tab, which is displayed by default. If there is no configured channel yet, you need to create one first. Click "Create a Messaging API channel." Follow the platform instructions to complete channel creation, then enter the channel page. If you do not have an official account, follow the instructions to fill in the relevant information and you will be redirected to create the corresponding LINE Official Account.
After creation is complete, you will enter the LINE Official Account Manager. Select Setting > Messaging API, then select "Enable Messaging API" to enable the Messaging API. After enabling it, specify the bound Provider for this API channel, then click Confirm to complete the setup.
- Obtain the token and other configuration information
After completing the above configuration, return to the LINE Developers Platform, select the channel configured in the previous step, and open it. In Basic Settings, you can view the Channel ID, Channel Secret, and Channel access token required to create the channel in Livedesk. Copy and save them for later use during configuration.
"Add Channel" > "LINE"
Enter configuration information
Fill in the configuration information according to the on-screen prompts, then click "Confirm" when finished.
- Channel Name: Enter the channel name.
- LINE Channel ID: Enter the LINE Channel ID used to receive messages.
- LINE Channel Password: Enter the password for the LINE channel.
- LINE Channel Token: Enter the access token for the LINE channel.
Set the callback URL
You need to set and verify the callback URL, or Webhook URL, for messages in LINE. After completing channel creation in Livedesk, you can view the generated webhook address for that channel in the configuration and copy it.
Open the LINE Developers Platform, select the corresponding Provider to configure, open the Messaging API settings page, and paste the address copied in the previous step into Webhook URL.
Detailed settings
After the channel is created, you can configure detailed settings for the corresponding channel.
Settings
Set channel greeting message
Disabled by default. Enter a custom greeting message, which will be sent automatically to the customer when the customer starts a conversation.
Enable CSAT
After enabling this feature, a customer satisfaction survey will be launched automatically each time an issue is resolved. CSAT scores can be viewed later in the reports section.
Conversation assignment
This section displays the current conversation assignment rules for this channel. Routing rules, AI Agent, and Human Agent responses are supported. The conversation assignment priority order is: routing rules > AI Agent > Human Agent.
When routing rules exist, the system first determines whether the routing rule requirements are met. When multiple routing rules exist at the same time, they are checked in order. If a rule matches, assignment is carried out according to that rule.
If the current scenario does not meet the routing rules, it is assigned to the AI Agent first.
If there is no AI Agent, it will be assigned to the corresponding Human Agent. Automatic assignment is supported, with both a concurrent load-based assignment mechanism and a sequential average assignment mechanism.
Human Agent
Supports assigning human agents to handle conversation messages for this channel, and allows you to add or remove them.
AI Agent
Supports assigning AI agents to handle conversation messages for this channel. You can choose to enable or disable them, and adding a GPT AI Agent is supported.
Working hours
You can set the team's working hours.
If business hours are clearly defined, select the "Enable business availability for this inbox (Enabled)" checkbox. After selecting it, the corresponding settings will be displayed below. You can set an unavailable message for visitors outside business hours. You can also set business hour ranges and the corresponding time zone for each day.
