Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Channels/ Configuring the LINE Channel
Updated on 2023-10-12 GMT+08:00
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Configuring the LINE Channel

Prerequisites

  • 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 Modify 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 New. The Social Media Enabling Configuration page is displayed.

    Set Channel Access Code, select LINE, and click Next.

    The channel access code 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 (_).

  3. On the Choose configuration method page, set LINE channel parameters.

    Table 1 LINE channel parameters

    Parameter

    Description

    Personalized Configuration

    Channel ID

    Enter the ID obtained from LINE.
    • Channel secret
    • Assertion Signing Key

    Enter the values obtained from LINE.

    Select an 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.

    Common Configuration

    Channel access code

    The channel access code set in 2 is displayed and can be modified.

    OU Configuration

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

    Info Configuration

    Set the following parameters:

    • Skill Queue: The options are all multimedia called routes of the current tenant space. Select an option as required.
    • Keyword for Transfer to Agent: Keywords for switching from chatbot service to manual service. After a customer enters any of the keywords on the LINE client, chatbot service is switched to manual service.
      NOTE:

      If the intelligent chatbot is disabled, you do not need to set this parameter.

    Dialog End Method

    Customized timeout period for no customer reply and session end message. This function is disabled by default. If it is disabled, the default timeout period is 20 minutes. If it is enabled, you need to configure the following:

    • Prompt Interval for No Reply (min): If a customer does not reply on the client within this period, the session is disconnected. The default value is 20.
    • Conclusion: The system sends this end reminder after the session is disconnected.

    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 Time Notification: Notification displayed when a customer calls in non-working time.

    Chatbot Configuration

    This function is disabled by default, indicating that sessions are directly connected to agents. If it is enabled, you need to configure chatbot information as required. Set the following parameters:

    • Change Avatar: Chatbot avatar.
    • Name: Chatbot name.
    • Gender: Chatbot gender.
    • Chatbot Access Code: Chatbot access code configured in the intelligent IVR.
    • Default reply: Customized reply displayed when the chatbot cannot recognize the intent of a customer.
    • Timeout reply: Customized reply displayed when the session with a customer times out.
    • Prompt for transfer to agent: Customized prompt message indicating that chatbot service is switched to manual service.
    • Silent Agent Skill Queue: The options are all multimedia called routes of the current tenant space. Select an option as required.

    Robot Assistant Configuration

    This function is disabled by default. If it is enabled, the chatbot assistant is enabled on the agent side.

    • Assistant Access Code: Chatbot assistant access code configured in the intelligent IVR.

  4. Click Save And Proceed To The Next Step. The Integration instructions page is displayed.

  5. 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, select Messaging API from the navigation pane, and set Webhook URL.

Parent topic: Configuring Channels