LINE messaging channel setup
Handle LINE messages and automated choices in INSIDE with either a supplied access token or automatically refreshed tokens.
What it is
Line Messaging connects a LINE account to INSIDE. You can answer customer messages, receive media and use automated questions with native LINE choices. INSIDE can generate and refresh messaging credentials when the connection uses automatic tokens.
Who uses it and why
- Operators answer customers without leaving INSIDE.
- Administrators arrange the LINE account connection and automated tasks with Powerfront.
- Developers coordinate channel credentials or a custom token connection with Powerfront.
- Visitors send messages and select choices in LINE.
Where to find it
Open a LINE conversation to read and reply. Powerfront manages Line Messaging under Settings › General Settings › Integrations.
How it works
LINE messages arrive through a signed connection. INSIDE imports text, images, audio, video, files, locations and stickers. LINE's connection-verification events do not create customer messages.
You reply from the conversation pane. Supported images, video and audio use native media messages. Other files are sent as download links. Automated yes/no questions use confirmation buttons, and choice questions use buttons or a carousel.
The connection chooses credentials in this order:
- A token supplied by a custom connection, when configured and available.
- A supplied long-lived Access Token.
- An automatically generated token using the Channel Id and Channel Secret.
INSIDE refreshes generated tokens when two minutes or less remain before expiry. Simultaneous requests share the refresh. If LINE rejects a generated token as unauthorised, INSIDE refreshes it and retries once. This automatic replacement does not apply to a supplied long-lived token.
Configure it
Ask Powerfront to connect your LINE account using Line User Id, Channel Id and Channel Secret. Line User Id must begin with an at sign. Account names and channel identities must be unique within the configured LINE accounts.
Powerfront can supply a long-lived Access Token or use automatic token generation. An empty credential field on an existing account can retain the saved credential, so ask Powerfront explicitly to change token mode.
Powerfront can also change the account's Business Hours, Virtual Assistant, Post Chat Survey and Service Levels options.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Line Messaging Integration | Settings › General Settings › Integrations | channel | On in the new-account editor; Off if absent from a saved account | Powerfront | Enables the selected LINE account connection. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | Settings › General Settings › Integrations | Yes | Identifies the LINE account in INSIDE. |
| Line User Id | Settings › General Settings › Integrations | Yes | Identifies the LINE account and must start with an at sign. |
| Channel Id | Settings › General Settings › Integrations | Yes | Identifies the LINE channel used for messaging and account validation. |
| Channel Secret | Settings › General Settings › Integrations | No | Verifies incoming notifications and allows automatic token generation with the channel identity. |
| Access Token | Settings › General Settings › Integrations | No | Supplies a long-lived token instead of using INSIDE-generated tokens. |
Limits and good to know
- Native JPEG and PNG images can be up to 10,000,000 bytes. Native MP4 video and supported MP4 or M4A audio can be up to 200,000,000 bytes. Larger files in these native formats fail the send check.
- Offer-card text is shortened to 60 characters.
- Multiple-selection questions are unsupported. Choice lists have a maximum of 30 items and must fit LINE's carousel grouping. Some counts above ten cannot be grouped by this release.
- This integration does not provide typing indicators, outgoing reactions, location requests or authentication requests.
Depends on and works with
View all connections as a list
This feature uses
- Website, channel and subsite accessConfigured by
Operator website and channel access controls conversation access.
- Attachments in conversationsEnhances
Supported media is exchanged in the conversation.
- Messaging channel connectionsRequires
LINE messaging needs a connected business account and its authorisation.
- Messaging conversationsRequires
Conversations retain the receiving LINE account identity.
- Webhooks and message statusRequires
Signed provider notifications import customer messages and choices.
- Virtual Assistant tasks in messaging channelsEnhances
Automated questions use confirmation, button and carousel templates.
- Post-chat surveys in messaging channelsEnhances
The account can enable a post-chat survey.
- Custom integrationsEnhances
A Powerfront-managed custom connection can supply access tokens.
Used by
- Webhooks and message statusConfigured by
LINE account credentials determine whether incoming callbacks pass verification.
- Virtual Assistant tasks in messaging channelsEnhances
LINE offers channel-specific choice controls.
FAQ and troubleshooting
Why did messages stop after a token expired?
A supplied long-lived token is not automatically replaced. Ask Powerfront to renew it or switch the account to generated tokens.
Why does account validation fail?
The token must belong to the configured LINE channel. Ask Powerfront to check the channel identity and credentials. Temporary LINE unavailability or rate limiting can also prevent validation.
Why did a file arrive as a link?
INSIDE uses download links for file formats that do not have a supported native media send path.
Why does my choice question fail?
Use a single-selection question. Reduce or regroup the choices so they fit the LINE button or carousel format.