LINE integration
Let the AI automatically reply to messages sent to your LINE Official Account
In Chat → LINE in the sidebar, you can connect your agent to a LINE Official Account (LINE Messaging API). Once connected, the AI automatically replies to messages your customers send to your LINE Official Account, using the same knowledge as the widget.
Available plans
LINE integration is available on the Casual plan and above. On the Hobby plan, "LINE Integration Available on Casual Plan and Above" is shown, and you can change your plan from "Upgrade Plan".
What the integration does
- The AI replies to text messages sent to your LINE Official Account, 24 hours a day.
- Answers use the same agent and knowledge as the widget (facility information, Q&A, text, files, and website information). When you update your knowledge, both the widget and LINE reflect it.
- When helpful, suggested follow-up questions are shown as quick replies (buttons below the message).
- LINE conversations are recorded in Messages with the source "LINE", and you can also see the customer's LINE display name.
What you need
- A LINE Official Account (if you don't have one yet, open one from LINE Official Account)
- Admin permission for the LINE Official Account
- A LINE account (or business account) that can sign in to the LINE Developers Console
Setup
You'll go back and forth between LINE (LINE Official Account Manager and LINE Developers Console) and the NEWT Chat dashboard. It's easiest to keep Chat → LINE open in the dashboard while you work.
Enable the Messaging API for your LINE Official Account
Open the account in LINE Official Account Manager, go to Settings → Messaging API, and click "Enable Messaging API". Follow the instructions to choose (or create) a provider, and a Messaging API channel is created.
If you already use the Messaging API, you can skip this step.
Get the channel secret
Sign in to the LINE Developers Console and open the provider you chose in step 1, then the channel. Copy the "Channel secret" on the Basic settings tab.
Issue a channel access token (long-lived)
Open the Messaging API tab of the same channel. Under "Channel access token (long-lived)" at the bottom of the page, click "Issue" and copy the token.
Enter the credentials in NEWT Chat and save
In the dashboard, enter the Channel Secret and Channel Access Token you copied into "LINE Credentials" and click "Save Settings".
Set the webhook URL in LINE
Copy the URL shown under "Webhook URL" in the dashboard ("Open LINE Developers Console" opens the console). On the Messaging API tab in the LINE Developers Console, click "Edit" for "Webhook URL", paste the URL, and click "Update". Then turn on "Use webhook".
Turn off your LINE Official Account's auto-reply
In LINE Official Account Manager, open Settings → Response settings.
- Under "Chat response method", set the response method to "Manual chat". If it is set to "Manual chat + Auto-response messages", your LINE Official Account's auto-response messages are sent in addition to the AI's reply.
- On the same screen, make sure Webhook is on.
Enable LINE integration in NEWT Chat
After you save the credentials, "Integration Status" appears in the dashboard. Turn on "Enable LINE Integration" (it is off right after saving).
Send a test message from LINE
On your phone, add the LINE Official Account as a friend and send a message. Setup is complete when the AI replies and a conversation with the source "LINE" appears in Messages.
Automatic replies require both "Enable LINE Integration" in the dashboard and "Use webhook" in the LINE Developers Console to be on.
LINE's screens and item names may change. See also the LINE Developers documentation for the latest steps.
Items in the dashboard
| Item | Description |
|---|---|
| Integration Status | Turn automatic replies on or off with "Enable LINE Integration". Shown after you save your credentials |
| Webhook URL | The URL to set in the LINE Developers Console. It is different for each agent |
| LINE Credentials | Enter the channel secret and channel access token. After saving, all but the first few characters are hidden |
| Setup Instructions | A summary of the setup steps |
Changing your credentials
If you reissue the channel access token, for example, re-enter both the channel secret and the channel access token and click "Save Settings". You can't change only one of them or save the masked values.
Pausing the integration
Turn off "Enable LINE Integration". While it is off, messages received on LINE get a reply with your contact information instead of an AI answer. Your LINE settings are kept, so you can resume at any time.
How it works after setup
| Situation | Reply |
|---|---|
| Normal | The AI answers based on your knowledge, with quick replies (suggested questions) when helpful |
| An image, sticker, location, etc. is received | "Sorry, I can only respond to text messages." (in Japanese for Japanese-language teams) |
| LINE integration is disabled | A message saying the service is unavailable, with your contact information (the phone number and contact email in Agent Settings, whichever are set) |
| The agent is paused | Same as above |
| The message limit has been reached | Same as above |
- Message usage: AI replies on LINE count toward your message usage, just like the widget.
- Contact form: The contact form is not shown on LINE.
- LINE fees: AI replies are sent as responses to the customer's messages (reply messages). For your LINE Official Account's plan and how messages are counted, check LY Corporation's latest pricing.
Troubleshooting
- No reply arrives: Check that "Enable LINE Integration", "Use webhook", and Webhook in the response settings are all on, and that the webhook URL was pasted correctly.
- An automatic message other than the AI's reply arrives: In the response settings in LINE Official Account Manager, set the response method to "Manual chat" (make sure it isn't "Manual chat + Auto-response messages").
- Only a contact-information message comes back: LINE integration is disabled, the agent is paused, or the message limit has been reached. Check Agent Settings and Usage.
- It stopped working after changing credentials: Make sure the channel secret and channel access token are from the same channel, then re-enter both and save.