Using Conversational Integration with LINE

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 1 minute de lecture

    • 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.

    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.

    Initiating LINE chat conversations

    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.
    Remarque :
    The requester must subscribe and opt in to receive notifications.

    Accepting LINE chat conversations

    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.
    Remarque :
    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 and Service channels.