Connect LINE

Connect a LINE Official Account and the messages customers send it on LINE land in the Inbox, next to your other channels. It suits businesses that sell to customers in Thailand, Japan or Taiwan, where LINE is the main messaging app. Distribution rules, flows, the AI assistant and reports work as on every other channel.

What it supports

Only one-to-one chats reach the Inbox. Group and room messages are not handled.

Before you start

• A LINE Official Account, created in LINE Official Account Manager.
• The Messaging API turned on for that account: in LINE Official Account Manager, open Settings → Messaging API and enable it (choose or create a provider).
• A website under Customer Support → Channels, and the Manage level on the Customer Support module.

Step 1: Get the channel secret and access token

Open the LINE Developers console and select the account's Messaging API channel:

1. On the Basic settings tab, copy the Channel secret (32 letters and digits).
2. On the Messaging API tab, under Channel access token (long-lived), click Issue and copy the token.

Step 2: Connect in Ha Tang

1. Go to Customer Support → Channels, click Add channel and pick LINE under Messaging apps.
2. If the business has several websites, choose one under Attach new connections to site.
3. Paste the Channel secret and the Channel access token, then click Connect LINE.

Ha Tang checks the token, sets the channel's webhook in LINE and asks LINE to test it. The account appears with its @basic ID and the status Active.

If the test fails, the account's page shows a warning such as Webhook test failed …: turn on "Use webhook" in LINE Developers → Messaging API. The webhook URL is also shown on the account's page under How it works, so you can paste it by hand if needed.

Step 3: Finish the setup in LINE

1. In LINE Developers → Messaging API, turn on Use webhook.
2. In LINE Official Account Manager → Response settings, turn off auto-reply messages and greeting messages, so customers do not get two answers.
3. Turn Chat on if you want customers to see their messages read when an agent opens the conversation.

Send a message to the account from the LINE app to check that it arrives in the Inbox.

Message costs

Ha Tang replies the free way whenever it can: a reply sent less than about 50 seconds after the customer's latest message is free. When the monthly allowance runs out, later replies are not delivered and the conversation gets an internal note.

Limits

• Long texts are split into messages of 5,000 characters.
• Files received are kept up to 25 MB.
• Replies written in LINE Official Account Manager do not show in the Inbox, because LINE does not send them to apps. Answer customers from Ha Tang.
• LINE does not let apps unsend messages, so recalling a sent message is not available.
• Rich menus and Flex messages are not handled.

To send LINE conversations to one team, tick LINE under a distribution rule's Channels (none ticked = any).

Disconnecting

Disconnect on the account's page stops new messages from reaching the Inbox. Past conversations are kept. LINE does not let apps clear the webhook URL, so remove it in LINE Developers if you stop using Ha Tang; messages to a disconnected account are ignored either way. Connecting the same account again keeps its history.

Troubleshooting