LINE channel integration

LINE is one of the most popular messaging platforms in Japan, Thailand, Taiwan, and Indonesia. By connecting a LINE Official Account to Deskwoot, your team can receive and respond to LINE messages directly from your shared inbox. Alongside every other support channel you use. This guide walks you through the prerequisites, setup steps, and tips for a smooth integration.

Prerequisites

• LINE Official Account. If you don't have one yet, create it at the LINE Official Account Manager.
• LINE Developers Console access. Sign in at developers.line.biz with the same account that owns or administers your Official Account.
• Messaging API channel. Inside the LINE Developers Console, create a Messaging API channel linked to your Official Account. This generates the credentials Deskwoot needs.

Connecting to Deskwoot

1. Log in to your Deskwoot dashboard and navigate to Settings > Inboxes > Add Inbox.
2. Select LINE from the list of available channel types.
3. Enter the following credentials from your Messaging API channel in the LINE Developers Console:
   • Channel ID
   • Channel Secret
   • Channel Access Token (long-lived token recommended)
4. Click Create LINE Inbox.
5. Deskwoot will provide a Webhook URL. Copy it, return to the LINE Developers Console, and paste it into the Webhook URL field of your Messaging API channel. Make sure Use webhook is toggled on.

Once the webhook is verified, incoming LINE messages will appear in your Deskwoot inbox in real time.

Troubleshooting & Common Pitfalls

• Messages not arriving: Confirm that the webhook URL is correctly pasted in the LINE Developers Console and that Use webhook is enabled. Even a trailing space in the URL can cause failures.
• Invalid credentials error: Double-check that you are copying the Channel ID, Secret, and Token from the Messaging API channel. Not from a LINE Login channel or another provider.
• Auto-reply conflicts: If LINE's built-in auto-reply or greeting messages are still active, customers may receive duplicate responses. Disable them in the LINE Official Account Manager under Response settings.

Best-Practice Tips

• Use a long-lived Channel Access Token so you don't have to rotate credentials frequently.
• Assign the LINE inbox to a dedicated team or agent group to ensure messages from your LINE audience receive timely, region-appropriate replies.
• Take advantage of Deskwoot's AI bot capabilities to handle common LINE inquiries automatically, freeing your agents for more complex conversations.

Frequently Asked Questions

Can I connect more than one LINE Official Account?

Yes. Repeat the setup steps above for each Official Account. Every account will appear as a separate inbox in Deskwoot, so your team can manage them independently.

Does Deskwoot support LINE stickers and images?

Incoming media such as images, videos, and stickers are displayed within the conversation thread. Support for specific media types in outbound replies depends on LINE's Messaging API capabilities.

What happens if my Channel Access Token expires?

If the token expires or is revoked, Deskwoot will no longer be able to send or receive messages on that inbox. Generate a new token in the LINE Developers Console and update it in Settings > Inboxes within Deskwoot.