Integrating LINE with Customer Service Management

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Integrating LINE with Customer Service Management

    Integrating LINE with ServiceNow enables a seamless chat experience between customers and agents through the LINE messaging app. This integration allows customers to initiate conversations with virtual or live agents, facilitating effective communication and support.

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    Key Features

    • Customers can initiate LINE chats with virtual agents or live agents.
    • Agents can accept incoming messages or start conversations directly from LINE.
    • System-initiated messages can be configured to engage customers.
    • Access to community posts, knowledge articles, and service catalogs via chat.
    • Conversation details are viewable in Agent Workspace, aiding in tracking and management.
    • Outbound chat capabilities allow agents to connect with customers on LINE while capturing interaction details automatically.

    Key Outcomes

    • Enhanced customer support experience through quick access to information and agent assistance.
    • Improved issue resolution, as demonstrated in workflows where customers resolve product inquiries or provide feedback via LINE.
    • Streamlined data entry for agents, reducing manual workload and increasing efficiency.

    Roles and Access

    Specific roles are required to utilize the Conversational Integration with LINE:

    • agentworkspaceuser: Accept ongoing LINE chat conversations.
    • sncustomerservicemanager: View details of LINE chat interactions.
    • sncustomerservice.consumer, sncustomerservice.customer: Initiate LINE chats and access various support resources.

    Deliver a pre-integrated chat conversation experience with the LINE messaging app for consumers and customer contacts. Integrate LINE with the ServiceNow® Conversational Integration with LINE application.

    As an administrator, if you have configured the Conversational Integration with LINE application, your customer contacts and consumers can initiate a LINE chat conversation with a virtual agent or live agent. An agent can initiate a conversation or accept a conversation initiated from a LINE chat conversation. You can configure system-initiated messages to be sent to the customer. For more information, see Configure Conversational Integration with LINE.

    Note:
    As an administrator, you can also use any predefined Customer Service Virtual Agent conversations to capture information from customer contacts or consumers. For more information, see Customer Service Virtual Agent conversations.
    Key features of the integration include the following:
    • Initiate LINE chat conversations with a virtual agent, live agent, or customer.
    • Use the chat to search for articles in community posts and knowledge articles, access service catalogs, or create a customer service case.
    • View the LINE chat conversation details from which a work item was initiated in Agent Workspace.
    • Indicate your presence in the Agent Workspace Inbox with the Line service channel.
    • Make outbound chat conversations to connect with a LINE chat conversation from a customer contact or consumer, and automatically capture interaction details to simplify data entry.

    Example workflows

    The following example workflow shows the use of the Conversational Integration with LINE application in helping a customer to resolve an issue with the recently purchased router:

    1. The customer initiates a LINE chat conversation using the Virtual Agent bot.
    2. The Customer Service Management application identifies the customer and starts an interaction of type Messaging.
    3. The customer selects the router as a product and finds knowledge articles associated with it.
    4. The customer ends the conversation because the issue was resolved with the help of a knowledge article.

    The following example workflow shows the use of the Conversational Integration with LINE application in addressing customer feedback:

    1. A customer purchases a new product and opts in to receive notifications from your business on the LINE app.
    2. The customer receives a welcome message from customer support.
    3. After two months, the customer receives another message asking for feedback on the product.
    4. The customer shares negative feedback.
    5. An agent reviews the feedback and starts a conversation with the customer to offer help and find out more about the customer’s experience with the product.

    End users and roles

    Users with the roles listed in the following table can use the Conversational Integration with LINE application.

    Table 1. Roles required for Conversational Integration with LINE
    Roles Tasks
    agent_workspace_user Accept an ongoing LINE chat conversation with a customer through the LINE service channel in Advanced Work Assignment.
    sn_customerservice_manager View details of a LINE chat conversation by using interaction records of type Messaging and subtype Line.
    sn_customerservice.consumer, sn_customerservice.customer Initiate LINE chat conversations with a virtual agent or live agent so that you can search for articles in Communities and Knowledge Management, access service catalogs, and create a customer service case.