Transfer LINE chat conversations to live agents

Configure the Advanced Work Assignment application to transfer a LINE chat conversation initiated by a requester (customer contact or consumer) to a live agent.

Before you begin

Your administrator must have completed the following tasks:

• Activate Advanced Work Assignment.
• Install Conversational Integration with LINE.
• Set the application scope to Conversational Integration with LINE using the application picker. For more information, see Application picker.
• Activate the Conversational Messaging plugin (com.glide.messaging.awa). For more information, see Activate Conversational Messaging.

Role required: admin

About this task

Procedure

1. Enable the Line service channel.
   1. Navigate to Advanced Work Assignment > Settings > Service Channels.
   2. In the Name column of the Queues list, search for Line.
   3. Click Line.
   4. On the Service Channel form, select the Active check box.
   5. Click Update.
   For more information, see Service channels.
2. Automatically route work items for LINE chat conversations to agents by configuring the queue for the Line service channel.
   1. Navigate to Advanced Work Assignment > Settings > Queues.
   2. In the Name column of the Queues list, search for Agent Line Queue.
   3. Click Agent Line Queue.
   4. On the Queue form, select the Active check box.
   5. Click Update.
   Note:

   By default, the Line - Most Capacity assignment rule is associated with the Agent Line Queue. You can create another assignment rule and associate it with the queue. For more information, see Configure agent assignment rules and Work item queues.
3. Configure agent presence states for the Line service channel.
   1. Navigate to Advanced Work Assignment > Settings > Presence States.
   2. In the Name column of the Presence States list, click an existing state.
   3. On the Presence State form, in the Service channels section, click the add icon (>) to move the Line service channel from the Available column to the Selected column.
   4. In the Apply to groups section of the Presence State form, click the add icon (>) to move the Agent Line Group group from the Available column to the Selected column.
      Note:

      You can ignore this step if you have selected the Apply to all groups check box.
   5. Click Update.
   For more information, see Configure agent presence states.