How can my customers use LINE with the Omnichannel Widget?

The Omnichannel Widget supports LINE as a channel. This means your customers can initiate and continue conversations in LINE from the Omnichannel Widget.

Starting a LINE conversation from the Omnichannel Widget

To start a conversation using LINE from the Omnichannel Widget, users can click on the LINE card on the widget homepage. LINE will then authenticate the user in LINE web or on their mobile application — depending on what device the user is active on.

When the customer starts sending messages to your LINE business account, these messages will arrive in the Inbox Queue as tickets or will trigger an automated flow in Flow Builder — depending on your Inbox configuration

Switching a Live Chat conversations to LINE

To switch a Live Chat conversation to LINE, your customers need to navigate back to the widget homepage and choose LINE. Once they are authenticated, they can start chatting in LINE. Keep in mind that the two conversations will not be automatically linked, so your agent will need to keep an eye on the new ticket coming into Inbox.