LINE channel integration

Updated Oct 20, 20265 min read

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Connect your LINE Official Account to Deskwoot to handle LINE customer messages in your shared inbox. Three values from the LINE Developers Console (a long-lived Channel Access Token, the Channel Secret and the Bot User ID), one webhook URL pasted back into LINE, and you're live. Big win for teams supporting Japan, Thailand, Taiwan, or Indonesia where LINE is the dominant channel.

LINE is one of the most popular messaging platforms in Japan, Thailand, Taiwan, and Indonesia. By connecting a LINE Official Account to Deskwoot, your team can receive and respond to LINE messages directly from your shared inbox. Alongside every other support channel you use. This guide walks you through the prerequisites, setup steps, and tips for a smooth integration.

Prerequisites

LINE Official Account. If you don't have one yet, create it at the LINE Official Account Manager.
LINE Developers Console access. Sign in at developers.line.biz with the same account that owns or administers your Official Account.
Messaging API channel. Inside the LINE Developers Console, create a Messaging API channel linked to your Official Account. This generates the credentials Deskwoot needs.

Connecting to Deskwoot

Log in to your Deskwoot dashboard and navigate to Settings > Inboxes > Add Inbox.
Select LINE from the list of available channel types.
Enter the following credentials from your Messaging API channel in the LINE Developers Console:
- Channel Access Token (long-lived token recommended)
- Channel Secret (Basic settings)
- Bot User ID (Messaging API > Bot info; needed so incoming messages reach this inbox)
The form also shows the Webhook URL (https://deskwoot.com/api/webhooks/line). Copy it, then click Create Inbox.
Return to the LINE Developers Console and paste it into the Webhook URL field of your Messaging API channel. Make sure Use webhook is toggled on.

Once the webhook is verified, incoming LINE messages will appear in your Deskwoot inbox in real time.

Troubleshooting & Common Pitfalls

Messages not arriving: Confirm that the webhook URL is correctly pasted in the LINE Developers Console, that Use webhook is enabled and that the Bot User ID in Deskwoot belongs to this channel. Even a trailing space in the URL can cause failures.
Invalid credentials error: Double-check that you are copying the Channel Secret, Channel Access Token and Bot User ID from the Messaging API channel. Not from a LINE Login channel or another provider.
Auto-reply conflicts: If LINE's built-in auto-reply or greeting messages are still active, customers may receive duplicate responses. Disable them in the LINE Official Account Manager under Response settings.

Best-Practice Tips

Use a long-lived Channel Access Token so you don't have to rotate credentials frequently.
Assign the LINE inbox to a dedicated team or agent group to ensure messages from your LINE audience receive timely, region-appropriate replies.
Take advantage of Deskwoot's AI bot capabilities to handle common LINE inquiries automatically, freeing your agents for more complex conversations.

Frequently asked questions

Do I need a LINE Official Account?

Yes. Create one at the LINE Official Account Manager (manager.line.biz) if you don't have one yet. Free tier is fine for getting started.

Where do I find the Channel Secret, Token and Bot User ID?

LINE Developers Console (developers.line.biz) → your Messaging API channel. The Channel secret is on the Basic settings tab; the Channel access token (issue a long-lived one) and, under Bot info, the Bot User ID are on the Messaging API tab.

Why a Messaging API channel and not a LINE Login channel?

Messaging API is the one that handles two-way customer conversations. LINE Login is for OAuth user sign-in. Different products despite the similar UI in the Developers Console.

Messages aren't arriving. What's wrong?

Most common: webhook URL has a trailing space, OR 'Use webhook' isn't toggled on in the LINE Developers Console. Also check that you pasted the URL exactly as Deskwoot showed it and that the Bot User ID belongs to this channel.

What if LINE's built-in auto-reply is enabled?

Disable it in LINE Official Account Manager → Response settings. Otherwise customers get both LINE's auto-reply AND your Deskwoot agent's reply, which is confusing.

Can I connect multiple LINE Official Accounts?

Yes. Each becomes a separate Deskwoot inbox. Repeat the setup per account and set the same webhook URL in each channel; Deskwoot routes the messages by the Bot User ID. The Hacker plan includes 1 inbox besides live chat and email forwarding inboxes.

Are stickers and images supported?

Inbound stickers, images, video, audio, files and locations show up in the conversation as a short note ([Sticker], [Image] and so on), not as the media itself. Outbound: you can send text, JPEG and PNG images and other files as a link; LINE-specific message types (flex, carousel) aren't in the reply UI.

What if my token expires?

Long-lived tokens (recommended) don't expire on their own. Short-lived ones do. Without a valid token Deskwoot can't send replies on that inbox, and the inbox settings have no field to swap the token, so start with a long-lived one.

Is there a per-message cost for LINE messages?

LINE's own pricing applies (free for the first N messages/month, then per-message). Deskwoot doesn't add a per-message fee; it's the standard AI conversation count if the bot replies.

Can the bot answer LINE messages?

Yes. Same Fynn bot (Startup and up), with answers in Japanese, Thai or Chinese, detected from the inbound message. Fynn answers text messages; stickers, images, voice messages and other media are left for your team, because LINE audio is not transcribed. Above Fynn's first reply, customers see a line such as "Fynn, the AI assistant of Acme". Especially useful outside your working hours in Asia Pacific time zones.

What about LINE rich menus?

Rich menus are set up on the LINE side, and Deskwoot does not show or edit them. A menu button that sends a text message reaches Deskwoot like any other customer message; postback actions are not passed to Deskwoot.

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