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Overview

The LINE integration connects a LINE Official Account (LINE OA) to Conduit so messages from LINE land in your unified inbox, AI agents can reply automatically, and operators can respond just like on any other channel. LINE is the dominant consumer messaging app in Thailand, Japan, and Taiwan. You can connect multiple LINE Official Accounts to one workspace (for example, one per property or brand). Each account gets its own webhook URL.
A single LINE Official Account can only be connected to one Conduit workspace. LINE allows just one webhook URL per account, so connecting the same account to a second workspace would redirect its incoming messages. If you see “already connected to another workspace,” disconnect it there first.

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Prerequisites

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Connection Steps

  1. In LINE Official Account Manager → Settings → Messaging API, enable the Messaging API.
  2. In the LINE Developers Console, open your channel:
    • Copy the Channel ID and Channel Secret from the Basic settings tab.
    • Issue a Channel Access Token (long-lived) on the Messaging API tab.
  3. In Conduit, go to Settings → Channels → LINE, paste all three values, and click Connect. Conduit validates the token and shows your account’s name and avatar.
  4. Copy the webhook URL shown on the connected account and paste it into the Webhook URL field on the Developers Console’s Messaging API tab, then turn Use webhook ON.
  5. In LINE Official Account Manager, disable auto-reply and greeting messages so LINE doesn’t answer alongside Conduit.
  6. Back in Conduit, click Verify connection to confirm LINE can reach your webhook.
If you leave LINE’s built-in auto-reply or greeting messages on, LINE answers your customers before Conduit does. Turn both off in LINE Official Account Manager so Conduit is the only thing replying.

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How replies are sent

LINE has two outbound APIs, and Conduit always picks the cheaper one automatically:
  • Reply API (free) — usable for a short window after each inbound message. The chat input shows a Reply window open indicator with a live countdown while it’s available.
  • Push API (metered) — used once the reply window has passed. Push messages count against your LINE plan’s monthly quota.
You don’t choose between them. Conduit uses the free reply if the window is still open and falls back to push otherwise.

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Media support

DirectionSupported
ReceivingPhotos, videos, voice messages, and files are downloaded and shown in the inbox. Stickers and locations appear as text descriptions.
SendingJPEG/PNG images, MP4 video, and MP3/M4A audio are delivered natively. Other files (and media outside LINE’s size limits) are delivered as a download link.
LINE has no “file” message type, so PDFs, documents, and any media outside LINE’s accepted formats or size limits are sent as a download link appended to your message instead of an inline preview.

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Using LINE with agents and workflows

Once connected, LINE behaves like any other channel:
  • AI agents reply to LINE conversations automatically, following the same triggers, routing, and approval rules as your other channels.
  • Workflows can send LINE messages through the Send Message step.
  • Tickets can be answered over LINE from the ticket reply box.

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Troubleshooting

  • Token expired — if someone regenerates the channel access token in the LINE console, the channel stops working and Conduit marks it Token expired (you’ll also get an in-app notification and an email). Click Reconnect on the account and paste only the new token. Your Channel ID and Secret stay the same, and Conduit checks that the new token belongs to the same account.
  • Webhook verification fails — double-check the webhook URL was pasted exactly, Use webhook is ON, and the Channel Secret you connected matches the channel the webhook URL belongs to.
  • Contact unfollowed — if a contact blocks or unfollows your account, LINE can’t deliver messages to them. The chat input shows a Contact unfollowed indicator until they add your account again.