LINE Messenger

The LINE Messenger integration allows businesses to connect their Chat360 bots with the LINE messaging platform, enabling automated conversations, customer support, and notifications directly within the LINE app.

Once integrated, users can interact with your bot on LINE, and all conversations will be accessible through Live Chat in Chat360, allowing agents to monitor and respond when needed.

Creating a LINE Bot

Step 1: Navigate to Bots

• Log in to the Chat360 Dashboard.

• Go to Bots from the main menu.

Step 2: Create a New Bot

1. Click Create New Bot.

2. Choose one of the following options:

• Start from Scratch

• Start with a Template

Step 3: Select Channel

In the Channel Selector, choose LINE as the messaging platform.

Step 4: Build Your Bot Flow

1. Use the drag-and-drop Bot Builder to design your conversation flow.

2. Add components such as:

• Messages

• User Inputs

• Actions

3. Connect nodes by linking their connection points.

4. Click Save to store the flow.

Channel Configuration

Step 1: Add LINE Channel

1. Navigate to:
   Channels → LINE

2. Click Add New Channel.

Step 2: Obtain Credentials from LINE Developer Console

Go to the LINE Developer Console
From the Messaging API settings, retrieve the following credentials:

• Channel ID

• Channel Access Token

Step 3: Enter Credentials in Chat360

• Paste the Channel ID into the corresponding field.

• Paste the Channel Access Token.

• Click Save to create the channel.

Step 4: Webhook Configuration

To connect LINE with Chat360:

1. In Chat360, go to the LINE channel list.

2. Click Edit next to the created channel.

3. Copy the Webhook URL generated by Chat360.

Now configure it in the LINE Developer Console:

1. Go to Messaging API → Webhook Settings

2. Paste the Webhook URL

3. Click Update

4. Enable the Webhook toggle

Adding Users to the Bot

For users to interact with the bot, they must first add the bot as a friend.

Steps:

1. Open the LINE app.

2. Navigate to Messaging API → QR Code in the LINE Developer Console.

3. Scan the QR code using the LINE app.

4. Add the bot as a friend.

Only users who have added the bot can send or receive messages.

Messaging and Live Chat

Once the LINE channel is active:

• All incoming LINE messages appear under Live Chat in Chat360.

Agents can:

• Enter the chat

• Respond to users

• Send attachments

• Escalate conversations to tickets

Agents can also use built-in AI tools such as:

• Message rephrasing

• Tone adjustment

• Translation

The LINE channel's performance can be tracked in Bot Analytics.

LINE Bot Analytics

You can track performance metrics under:
Analytics → Bot Analytics
Select your LINE bot to view detailed insights.

Key Performance Metrics

Analytics Controls

You can customize analytics using:

• Date Picker – Select reporting periods (e.g., Last 7 Days)

• Refresh Button – Update metrics instantly

• Table Mode / Graph Mode – Switch between data views

Example Use Cases

Customer Support

Route incoming support queries through a LINE bot flow, and transfer complex cases to agents via Live Chat.

Order Status Updates

Automatically send order confirmations and delivery notifications via LINE.
Example goal metric: Order Delivered.

Re-engagement Campaigns

Send broadcast messages to inactive users and track success through Engaged Sessions per User.

Multi-Language Support

Use LINE’s popularity in markets such as Japan to deliver localized customer support and monitor Conversation Dropoff Rate to identify user friction.

By integrating LINE Messenger with Chat360, businesses can unify customer communication, automate interactions, and leverage analytics to continuously improve engagement and support experiences.