Answer your LINE customers from the same inbox as everyone else
Link a LINE Messaging API channel to Vera.Support and every message your customers send on LINE arrives in your inbox, alongside your other channels.
This is for you if your customers already talk to you on LINE and you would rather not watch a separate app all day. You will need access to the LINE developers console for your business.
Step by step
Activate the LINE app
Open Settings > Apps in the panel at cloud.vera.support and activate the LINE app. Everything else lives under Settings > Line once it is on.
Create a Messaging API channel
In the LINE developers console, create a Provider and then a Messaging API channel under it. The Provider represents your business; the channel is the account your customers message.
Copy the channel secret across
In the channel's Basic settings, find the Channel secret and paste it into Settings > Line > Synchronization > Channel secret.
Generate and paste the access token
Open the channel's Messaging API tab and generate a long-lived Channel access token. Paste it into Settings > Line > Synchronization > Access token. This is what lets us send replies on your behalf.
Point LINE at your webhook
Take the Webhook URL from Settings > Line > Synchronization > Webhook URL and enter it in the LINE channel. Click Verify, then turn on Use webhook so incoming messages reach us.
Turn off auto-replies and test
Disable LINE's Auto-reply messages, or your customers get answered twice. Then scan the channel's QR code with the LINE mobile app and send a message to check it lands in your inbox.
Settings reference
| Setting | What it does |
|---|---|
| Channel secret | The secret from your LINE channel's Basic settings, which confirms that incoming messages really come from LINE. |
| Access token | The long-lived Channel access token from the Messaging API tab, which lets us send replies through your LINE channel. |
| Webhook URL | The address you copy into your LINE channel so that messages sent to it are delivered to your inbox. |
Good to know
You have seven days to reply
A user's message can be answered for seven days. After that the window closes, so keep an eye on anything sitting unread.
Stickers do not come through
LINE stickers are not supported. Everything else your customers write arrives as normal.
Auto-reply messages clash
If LINE's own Auto-reply messages stay switched on, people get an answer from LINE as well as from you. Turn them off in the channel.
Rich messages are converted
Rich messages are converted for LINE where the format allows it, so expect some of them to look simpler than they do in the chat widget.
Follow-up and offline messages behave differently
The follow-up message always sends on LINE, even when an agent has already replied. The offline message sends, but without the timetable.
Common questions
Does the AI chatbot work on LINE?
Can I route LINE conversations to a particular team?
What happens if I miss a message for more than a week?
Why are messages not arriving in my inbox?
How do my customers start a conversation?
Does connecting LINE cost more?
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