---
schema_version: "1"
id: b15d2ec0a606f9ed0b6bcb8347cfbe64aa86135390843759c60876c7f7796e44
title: Create a LINE Messaging Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_line_create.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_line_create.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: abb327227b9db84b91b1ce3c7a76b0d4a6ce2109a62ab52661c362ee276793d3
description: Create an enhanced Messaging channel in Salesforce that's connected to the LINE messaging app, widely used in Japan. With a LINE channel, your support team can address inquiries sent over LINE directly from the Service Console.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Create a LINE Messaging Channel

Create an enhanced Messaging channel in Salesforce that's connected to the LINE messaging app, widely used in Japan. With a LINE channel, your support team can address inquiries sent over LINE directly from the Service Console.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="messaging_line_create__d791e2638"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_line_create__d791e2638" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
              <strong>This article applies to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced LINE channels</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
              <strong>This article doesn’t apply to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
              WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple
              Messages for Business, and Bring Your Own Channel</td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
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        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d131635e98">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131635e98 ">To set up Messaging:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131635e98 ">Configure Messaging</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131635e98 ">To view Messaging channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131635e98 ">View Setup and Configuration</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d131635e98 ">To create Messaging channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d131635e98 ">
              <p>System Administrator AND Configure Messaging</p>
              <p style="margin-bottom:0;">OR</p>
              <p style="margin-bottom:0;">Configure Messaging AND Customize
                Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All
                Data</p>
            </td>

          </tr>
        </tbody>
      </table>

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png)

Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See [Discover and Set Up Features With Salesforce Go](https://help.salesforce.com/s/articleView?id=xcloud.setup_salesforce_go.htm&type=5&language=en_US).

When an end user sends your business a message in LINE, Omni-Channel routes the message to a bot or service rep in Omni-Channel according to your preferences. Reps can send and receive images, emoji, stickers, links, videos, and questions with clickable options. And admins can easily move LINE channels between Salesforce orgs, such as from a sandbox to production.

![On left side, the LINE mobile app, and on right side, the Service Console showing the conversation](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_line.png)

- **[Considerations for LINE Messaging Channels](https://help.salesforce.com/s/articleView?id=service.messaging_line_considerations.htm&release=264.0.0&type=5)**  
    LINE lets businesses communicate with users of the LINE messaging app. Review important considerations for creating and managing LINE channels in Agentforce Service (formerly Service Cloud).

## Step 1: Set Up a LINE Official Account

To help your customers over LINE, you need a LINE Official Account. You must also add yourself as a provider in your LINE settings. After completing these tasks, you can connect your LINE account to Salesforce.

1. Create a LINE Official Account. For steps, see the [LINE documentation](https://www.linebiz.com/jp-en/other/).
2. In the LINE Official Account Manager, enable the Messaging API and create a provider.
    1. In your account settings, go to the Messaging API section and enable the Messaging API.
    2. When prompted, create a provider to represent your business.
3. In your account settings, copy the following values. You’ll need them when you set up your channel in Salesforce.
    1. Channel Name: Equivalent to your Account Name in the LINE Official Account Manager
    2. Channel ID: Found in the Messaging API section
    3. Channel Secret: Found in the Messaging API section
4. Issue a channel access token in the LINE Developers Console. The token is used to verify that Salesforce has permission to use the channel.
    1. In the LINE Official Account Manager, go to the Messaging API section of your account settings.
    2. Click the link to open the LINE Developers Console, and click the Messaging API tab.
    3. In the Channel Access Token field, issue your token and then copy it. You’ll need it when you set up your channel in Salesforce.

## Step 2: Prepare for Messaging in Salesforce

If LINE is your first Messaging channel in Salesforce, complete these key tasks to get started with Messaging.

1. [Turn on Messaging](https://help.salesforce.com/s/articleView?id=service.livemessage_enable.htm&release=264.0.0&type=5 "Turn on Messaging in Agentforce Service (formerly Service Cloud) so that service reps can communicate with customers in standard and enhanced Messaging channels. This step isn’t needed for Enhanced Chat.").
2. [Give users access to Messaging](https://help.salesforce.com/s/articleView?id=service.messaging_permissions_parent.htm&release=264.0.0&type=5 "Assign permissions to users who will message with customers or supervise service reps in Messaging channels.").
3. [Configure your Omni-Channel message routing settings](https://help.salesforce.com/s/articleView?id=service.messaging_omnichannel_routing.htm&release=264.0.0&type=5 "Use Omni-Channel to route customer inquiries sent over a Messaging channel to a queue, bot, or qualified service rep. For simple routing scenarios, try queue-based routing. Alternatively, create an Omni-Channel flow to define routing rules and dynamically route messages, or route all messages to a single user or an Agentforce agent.").
4. [Add Messaging to the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_create_console_app.htm&release=264.0.0&type=5 "Configure the Service Console to put all messaging tools at your team's fingertips. Add Omni-Channel, customize the Messaging Session page layout, and make the Send Message global action available. Optionally, customize the Enhanced Conversation component and add messaging components to the Service Console.").

## Step 3: Connect LINE to Salesforce

To send and receive LINE messages in Salesforce, create a LINE Messaging channel in Messaging Settings.

For faster setup, create a LINE messaging channel using the [service\_de\_headless\_channel\_configure](https://github.com/forcedotcom/sf-skills/tree/main/skills) skill in Claude.

1. From Setup, enter Messaging in the Quick Find box, and then select **Messaging Settings**.
2. Click New Channel, then click **Next**.
3. Select **LINE**, then click **Next**.
4. Accept the terms and conditions, and click **Next**.
5. Enter the LINE channel name, ID, secret, and access token that you copied from your LINE settings, and click **Next**.
    
    ![Setup screen showing four LINE fields to be completed](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_line_steps.png)
6. Choose your routing method, and then click **Next**.
    1. To set up a basic routing solution from scratch, select **Create a new queue**. Queues and routing configurations don’t support routing to bots.
    2. To use an existing queue or an Omni-Channel flow, which supports bots and more complex routing logic, select **Set up routing later**.
7. On the final screen, click **Go to Channel Settings** to add your routing preferences. If you already closed the setup flow, click your channel's name on the Messaging Settings page.
    1. On the channel record home page, click **Edit**.
    2. In the Omni-Channel Routing section, select a routing type. **Omni-Flow** lets you route messages using an Omni-Channel flow, and supports bots. **Omni-Queue** lets you route using a queue and routing configuration.
    3. If you selected the Omni-Flow routing type, select a flow in the Flow Definition field and a back-up queue in the Fallback Queue field.
        
        ![Omni-Channel Routing page section with a flow and fallback queue selected](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/line2.png)
    4. If you selected the Omni-Queue routing type, select a queue.
    5. Save your changes.

## Step 4: Complete the Connection to LINE

In the LINE Developers Console, provide an essential URL from Salesforce and update other settings.

1. On the channel record home page in Salesforce, in the LINE Connection section, copy the value in the Webhook URL field.
    
    ![LINE Connection section of the channel record home page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/line3.png)
2. In a separate tab, go to the [LINE Developers Console](https://developers.line.biz/console/) and find the Webhook URL field on the Messaging API tab.
    
    While this field is also visible in the LINE Official Account Manager, the Developers Console contains additional settings that you must update.
3. Paste the value into the Webhook URL field.
4. Click **Verify** below the field.
5. Select **Use webhook**.
6. (Recommended) On the Messaging API tab in the Developers Console, disable auto-reply messages and greeting messages. Because you’ll configure your auto-responses in Salesforce, disabling these messages in LINE helps your customers avoid redundant or conflicting auto-responses.

## Step 5: Activate Your Channel

To start the flow of LINE messaging traffic into Salesforce, activate your channel in Setup.

1. Complete the tasks in the [Channel Activation Checklist](https://help.salesforce.com/s/articleView?id=service.messaging_wa_channel_activation.htm&release=264.0.0&type=5 "After you create or upgrade to an enhanced Facebook Messenger, Apple Messages for Business, WhatsApp, or LINE channel, you can’t yet message with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.") to verify that your channel is ready for business. These tasks include setting up sensitive data rules, auto-responses, and Einstein bots.
2. On the Messaging Settings page in Setup, click the name of your LINE channel. If you already have the channel record home open, refresh the page.
3. At the top of the page, click **Activate Channel**.
    
    ![Activate Channel button on a LINE channel in Salesforce Setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/line4.png)

## What's Next?

When your channel is active, LINE messages are routed to your support team according to the queue or Omni-Channel flow that you selected. Your work doesn’t need to end there, though. To get more out of your LINE channel, explore these resources.

- [Increase Messaging Productivity](https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&release=264.0.0&type=5 "Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots.")
- [Work with Messaging Data](https://help.salesforce.com/s/articleView?id=service.messaging_data.htm&release=264.0.0&type=5 "Learn how to safely monitor and report on messaging activity, and review steps to honor your customers’ data handling preferences.")
- [Message with Customers in the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_agent.htm&release=264.0.0&type=5 "Learn how to interact with customers in standard and enhanced Messaging channels.")

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png)

Tip If your channel is active but you’re not able to send or receive messages, double-check that you completed Step 4: Complete the Connection to LINE. If this step isn’t completed, your channel won't function even if it's active.