---
sourceDocument: Brazil Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Use

# Using Conversational Integration with LINE {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Enable a requester to converse with an agent using the LINE chat
conversations.

An administrator can configure the Conversational Integration with LINE application
for integrating the LINE messaging app with a ServiceNow
application. For more information, see [Integrating the LINE messaging app with other applications](https://www.servicenow.com/docs/KK02Rl~LV5ErSkn~ufXGBQ "Other ServiceNow applications and features can use the Conversational Integration with LINE application.").

The following options are available:

* An administrator can configure system-initiated messages to be delivered as LINE chat conversations.
* A live agent can initiate LINE chat conversations with a requester.
* A requester can initiate LINE chat conversations with a virtual agent or live agent.
* A live agent can accept LINE chat conversations as work items from their Agent Workspace Inbox to converse with a requester.

{#messg-line-using__ul_qdc_ngh_mqb}

## Initiating LINE chat conversations {#messg-line-using__section_zky_24n_4qb}

As a live agent, you can initiate LINE chat conversations with a requester in
two ways:

* Send a message from either an active interaction record, a contact record, or a consumer contact record.
* Set up notifications to be sent to the requester when a business event occurs or when a record is updated. See [Create a provider notification](https://www.servicenow.com/docs/W2~d983pTJ5fSm6piOqzig "Execute the following steps to create a provider notification for Virtual Agent and Workspace providers.").

{#messg-line-using__ul_mqq_j4n_4qb}  
Note:  
The requester must subscribe and opt in to receive notifications.

## Accepting LINE chat conversations {#messg-line-using__section_dpc_hpz_pnb}

As a live agent interacting with a requester over the LINE service channel, you
can do the following:

* Converse with the requester through text messages.
* Share a knowledge article displayed as a link to the requester.
* Share a record, for example, a customer service case.
* Share any URLs as links.
* Share any files as attachments.

{#messg-line-using__ul_ys4_flt_nnb}  
Note:  
If an administrator has configured the Line service channel for transfer of chat conversations, then you can accept a work item from the LINE chat conversation in your Agent Workspace Inbox. For more information, see [Transfer LINE chat conversations to live agents](https://www.servicenow.com/docs/ZmVOWlWdU00w3cQHDhg9Lg "Configure the Advanced Work Assignment application to transfer a LINE chat conversation initiated by a requester (customer contact or consumer) to a live agent.") and [Service channels](https://www.servicenow.com/docs/onD5b_zcOA9G3LOBo41LDg "Provide customer support by automatically routing incoming work to agents through service channels.").
* **[Transfer LINE chat conversations to live agents](https://www.servicenow.com/docs/ZmVOWlWdU00w3cQHDhg9Lg)**   
  Configure the Advanced Work Assignment application to transfer a LINE chat conversation initiated by a requester (customer contact or consumer) to a live agent.