Integrating LINE with Customer Service Management

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Integrating LINE with Customer Service Management

    This integration enables ServiceNow customers to deliver a seamless chat conversation experience via the LINE messaging app. By using the ServiceNow Conversational Integration with LINE application, customer contacts and consumers can initiate and engage in chat conversations with virtual or live agents. The integration supports system-initiated messages and allows agents to both accept incoming chats and proactively start conversations with customers.

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    Key Features

    • Initiate LINE chat conversations between customers and virtual agents, live agents, or other customers.
    • Use chat to search knowledge articles, community posts, access service catalogs, or create customer service cases.
    • View LINE chat conversation details linked to work items directly in Agent Workspace.
    • Indicate agent presence in the Agent Workspace Inbox via the LINE service channel.
    • Make outbound LINE chat conversations and automatically capture interaction details to streamline data entry.
    • Configure system-initiated messages to engage customers proactively.
    • Leverage predefined Customer Service Virtual Agent conversations to gather customer information.

    Example Workflows

    • Issue Resolution: A customer starts a LINE chat with a virtual agent, identifies the product (e.g., router), accesses relevant knowledge articles, and resolves the issue without agent intervention.
    • Customer Feedback: After purchasing a product and opting in for notifications, the customer receives welcome and follow-up messages. Negative feedback triggers an agent-initiated conversation to provide support and gather insights.

    Roles and Access

    The following roles are necessary to utilize the integration effectively:

    • agentworkspaceuser: Accept and manage LINE chat conversations through Advanced Work Assignment in the Agent Workspace.
    • sncustomerservicemanager: View LINE chat conversation details using interaction records.
    • sncustomerservice.consumer and sncustomerservice.customer: Initiate LINE chat conversations with virtual or live agents, search knowledge bases, access service catalogs, and create cases.

    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.