Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Multimedia Channels/ Configuring the LINE Channel
Updated on 2024-10-12 GMT+08:00
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Configuring the LINE Channel

A tenant administrator can configure the LINE channel for customers to access.

Prerequisites

This feature applies only to regions outside the Chinese mainland.

  • The system administrator has uploaded the LINE authentication certificate on the Configuration Center > System Management > Certificate page.
  • You have applied for a LINE account (used to bind a payment method for package purchase).
    1. Access the LINE Official Account Manager (https://manager.line.biz/) and register a LINE business account.

    2. Create an official account in the LINE Official Account Manager (https://manager.line.biz/).

    3. Use the LINE business account to log in to the LINE Developers console (https://developers.line.biz/console/) to create a provider.

    4. Click Create a new provider to create a provider.

    5. In the LINE Official Account Manager (https://manager.line.biz/), click Settings in the upper right corner, choose Messaging API from the navigation pane, and select the provider created in the previous step when enabling the messaging API.

    6. In the LINE Official Account Manager (https://manager.line.biz/), bind a payment method and purchase a package.

    7. On the LINE Developers console (https://developers.line.biz/en/docs/messaging-api/generate-json-web-token/#create-an-assertion-signing-key), generate private.key and public.key by referring to "Generate using browser" and save them to the local PC.
    8. On the LINE Developers console (https://developers.line.biz/console/), click Register a public key and enter the public.key value generated in the previous step to generate a key ID.

      Place the generated public.key value in the JSON structure of the private key. The value will be used to set Assertion Signing Key when the LINE channel is created in the AICC.

      Record the values of Channel ID, Channel Secret, and Assertion Signing Key for channel configuration in the AICC.

    9. In the LINE Official Account Manager, disable Auto-response and enable Webhooks.

    10. In the LINE Official Account Manager, disable Group and multi-person chats.

    11. Unauthenticated official accounts cannot be found. You can download the QR code from the LINE Official Account Manager and scan the QR code on a mobile phone to add an official account.

Context

If the channel ID, channel secret, and assertion signing key provided by LINE are changed, you need to modify the involved LINE channel as follows: Sign in as a tenant administrator, choose Configuration Center > Access Configuration > Channel Configuration, click Edit in the Operation column corresponding to the involved channel, and update the values of Channel ID, Channel secret, and Assertion Signing Key

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Access Configuration > Channel Configuration.
  2. Click Newly created. The Configure Channel page is displayed.
  3. Set channel information parameters.

    Table 1 Channel information parameters

    Parameter

    Description

    Channel Selection

    Select LINE.

    Channel ID

    Enter the ID obtained from LINE.

    Channel secret

    Enter the secret obtained from LINE.

    Assertion Signing Key

    Interconnection Encryption Algorithm

    Encryption algorithm used for LINE interconnection. The options are as follows:

    • SHA256WithRSA
    • SHA256WithPSS
    NOTE:

    SHA-256 with RSA is not strong enough, which poses security risks. If the platform supports SHA-256 with PSS, you are advised to use this algorithm, which is stronger.

  4. Set basic configuration parameters.

    Table 2 Basic configuration parameters

    Parameter

    Description

    Channel Name

    The channel name must be unique. The code can contain a maximum of 64 characters, including only letters, digits, and underscores (_), and can start only with a letter or an underscore (_).

    OU Configuration

    Select an OU created in Configuring OUs to assign it to channel resources.

    Skill Queue

    The options are all multimedia called routes of the current tenant space. For details about how to configure a called route, see Configuring Called Routes.

    Keyword for Transfer to Agent
    Keywords for switching from robot service to manual service. After a customer enters any of the keywords on the client, robot service is switched to manual service.
    NOTE:

    If the intelligent robot is enabled, this parameter must be set.

    Agent Work Time
    • Workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment.
    • Non-workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment.

      Non-working days are set on the Configuration Center > Workbench Configuration > Service Time page.

    Non-Working Time Notification

    When a customer call is connected to an agent in non-working time, this message is displayed to notify the customer that the agent is in rest state.

    More

    Last Agent Mode

    For details, see How Do I Enable the Last Agent Mode?.

    Session End Due to No Customer Reply

    For details, see How Do I Set Session End Due to No Customer Reply?.

    Session Transfer Due to No Agent Reply

    For details, see How Do I Set Session Transfer Due to No Agent Reply?.

    Session Transfer

    For details, see How Do I Set Session Transfer?.

  5. Set robot configuration parameters.

    Table 3 Robot configuration parameters

    Parameter

    Description

    Connecting to the Intelligent Robot

    For details, see How Do I Enable Connection to the Intelligent Robot?.

    Access Robot Assistant

    For details, see How Do I Enable Connection to the Robot Assistant?.

  6. Click The next step. The Channel Integration page is displayed.
  7. Configure the Webhook URL in LINE.

    After the LINE channel is created on the channel configuration page in the AICC, the Webhook URL can be obtained. In the LINE Official Account Manager (https://manager.line.biz/), select the official account to be configured, click Settings in the upper right corner, choose Messaging API from the navigation pane, and set Webhook URL.

Follow-up Procedure

Export channel information.

  • All information under Basic Configuration and Robot Configuration can be exported. Passwords and keys cannot be exported.
  • A maximum of 100,000 channel records can be exported at a time, and a maximum of 2000 records are allowed in an exported file.
  • If no channel is selected, all channel information is exported by default.
  1. Return to the channel list.
  2. Select the new channel and click to export the channel information.
  3. Click and confirm that Status of the export task is Success.
  4. Click Download to obtain the exported channel information.