Admin Guide: LINE Integration with BoldDesk
BoldDesk enables smooth LINE App integration, helping businesses engage with customers directly through the LINE messaging platform. Integrating LINE with BoldDesk empowers businesses to deliver faster, more personalized customer support through one of the most widely used messaging platforms. By connecting LINE messages directly to your BoldDesk help desk, support teams can streamline communication, centralize inquiries, and improve response times—all while giving customers the convenience of contacting your brand through the app they use every day.
Key Features of LINE App Integration
- Quick Setup with LINE Channel: Easily integrate LINE by entering your Channel ID and Channel Secret—no complex configuration setups required.
- Support for Multiple LINE Accounts: Connect multiple LINE Official Accounts to manage distinct business presences and support channels.
Check out this video tutorial for insights.
Connect and Add Line Account in BoldDesk
To successfully integrate the LINE App with the BoldDesk platform, it is essential to first complete the necessary configuration steps in the LINE Developers Console. This initial setup serves as a critical foundation to ensure a seamless and reliable connection between LINE and BoldDesk.
Explore further instructions about Admin Guide: Set Up Your LINE Account in the LINE Developer Portal.
Once your LINE channel is configured in LINE Developer Console, follow the steps below to connect and manage your LINE App within BoldDesk:
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Go to Admin > Chat > LINE.
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Click the Install button to connect LINE with BoldDesk.
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Click Manage to manage LINE accounts.
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Click Add Account.
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Enter Name, Channel Id, Channel Secret Key, Brand, Group (Optional) and click Verify & Continue.
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Enable the options in the Message Configuration based on your requirements and click the Next button.
- Welcome Message: Sent automatically when a new customer contacts your support team for the first time.
- Offline Message: Sent when a customer contacts your support team outside of business hours or when support agents are unavailable.
- Conversation Closure Message: Sent automatically at the end of the conversation.
- AI Agent Assistance: It allows AI assistant to automatically handle customer inquiries. Here, select the Handover method (Assign to AI Agent (Direct) or Assign to AI Agent (Workflow)) and then select AI Agent to use on the account.
- Reopen Conversation: Enabling this feature allows users of a resolved conversation to reopen a chat, within the configured “reopen interval,” instead of initiating a new chat.
- Auto-tag Conversations: When a conversation is created, tags are automatically added.
- Business Hours: Select your business hours. When customers opt for a human agent beyond these hours, the AI agent will handle the conversation with suitable responses.
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Copy the Webhook URL and proceed to configure it on the LINE developer’s website and click Save to complete the integration.
FAQs
1. What happens if I enter incorrect Channel ID or Channel Secret?
If the credentials are incorrect, the verification step will fail, and the account will not be added. Double-check your details in the LINE Developers Console before proceeding.
2. Can I connect multiple LINE accounts to one BoldDesk instance?
Absolutely. BoldDesk supports multiple LINE Official Accounts, allowing you to manage different brands under a single BoldDesk environment.
3. Do I need a LINE Official Account to integrate with BoldDesk?
Yes. You must have a LINE Official Account and configure it in the LINE Developers Console before connecting it to BoldDesk. Without this setup, the integration cannot be completed.
