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Conversational Integration with LINE › Integrate VA with messaging apps › Integrate VA with other channels › Virtual Agent › Conversational Interfaces
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Using Conversational Integration with LINE

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.

Note: 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.

Note: 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.

Parent Topic:Conversational Integration with LINE