Connect LINE

What it is

LINE is the default messaging app in Japan, Taiwan, and Thailand, and a LINE Official Account is how businesses there are expected to be reachable. Connecting it lets your chatbot answer people who message that account.

The card asks for two values, both from a Messaging API channel in the LINE Developers console: a Channel access token and a Channel secret. The access token lets Agentency send replies; the channel secret lets Agentency verify that each incoming message really came from LINE.

LINE goes Connected as soon as the token checks out, but it will not receive anything until you paste Agentency's Callback URL into the channel's Webhook URL field and switch Use webhook on. Both halves are required, and the second one is easy to miss.

When you would use it

Use this when your customers are in a market where LINE is the normal way to contact a business, or when you already run a LINE Official Account and its inbox is busier than your team can keep up with.

Where to find it

Open Dashboard → Chatbots → your chatbot → Integrations → Messaging and click the LINE card.

Steps

1. In the LINE Developers console, create a provider if you do not have one, then create a Messaging API channel. The drawer's View official setup guide link goes to LINE's own walkthrough.
2. On the Messaging API tab, issue a long-lived channel access token and copy it. Short-lived tokens will connect and then expire, taking the channel down with them.
3. On the Basic settings tab, copy the Channel secret.
4. In Agentency, open Integrations → Messaging → LINE, paste both values, and press Connect. Agentency checks the token against LINE and reads back your account's display name before saving.
5. Copy the Callback URL from the panel that appears.
6. Back in the LINE console, paste it into Webhook URL on the Messaging API tab, save, and turn Use webhook on.
7. In the LINE Official Account Manager, turn the built-in auto-reply and greeting responses off. Left on, LINE's canned replies answer first and your chatbot looks broken or duplicated.
8. Add your Official Account as a friend on your phone, send it a question, and confirm the answer.
9. Check the thread in Conversations.

What you will see

The connect form shows four numbered steps and the official-guide link. LINE has no extra note callout — the steps are the whole story.

Once connected, the badge reads Connected, the panel shows Connected as followed by your Official Account's display name, and the warning panel One last step shows the callback URL with a copy button. Lifetime message and user counts sit alongside. Test connection re-checks the stored token with LINE; Disconnect removes the connection.

How replies behave

Agentency answers through LINE's push messaging rather than by replying to the original message. The practical effects are worth knowing:

• The answer arrives as a new message from your Official Account, a moment after the question. This is expected, not a fault.
• Long answers are split into several messages, since LINE caps a single message.
• Questions longer than about 2,000 characters are trimmed before the chatbot reads them.
• Stickers, images, and voice messages get a short reply saying the chatbot reads text only. Stickers are common on LINE, so expect to see this.

Each answer spends message credits at your chatbot's live model rate (1X = one credit; see Message credits). LINE may apply its own message allowances on your Official Account plan; that is between you and LINE.

Limits and plan notes

LINE needs a plan with integrations, messaging enabled for this deployment, an Active chatbot, and a free slot under the connected-app cap on the Connected channels card. See Messaging channels availability.

Both values are stored encrypted and never shown again. Reconnecting replaces them without using a second slot. Disconnecting stops replies immediately and clears the credentials, but the Webhook URL stays in your LINE channel — clear it or switch Use webhook off if you are finished.

One Messaging API channel points at one webhook address, so connecting here takes over from any other tool that channel was wired to.

Common problems

Connected here, but LINE messages go unanswered.

Check three things in the LINE console, in this order: the Webhook URL matches the callback URL in the drawer; Use webhook is switched on; and the chatbot is Active in Agentency. The switch is the usual culprit — the URL saves happily while the toggle stays off.

LINE answers with a canned message instead of my chatbot.

The Official Account's auto-reply or greeting messages are still enabled. Turn them off in the LINE Official Account Manager.

Connect is rejected as invalid credentials.

Either the channel access token is wrong or expired, or you pasted the channel secret into the token field. Issue a fresh long-lived token on the Messaging API tab and try again.

It worked, then stopped a while later.

A short-lived token expired. Issue a long-lived one and press Reconnect.

Messages arrive in Conversations but the customer sees nothing.

That points at the access token rather than the webhook: inbound is working and outbound is failing. Reconnect with a current token, then use Test connection.

Everything is verified and it still says nothing.

Confirm the chatbot has knowledge to answer from — see Chatbot readiness — and that you are not out of credits.