---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/conversational-interfaces

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Transfer LINE chat conversations to live agents

# Transfer LINE chat conversations to live agents {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure the Advanced Work Assignment application to transfer a LINE chat conversation initiated by a requester (customer contact or
consumer) to a live agent.

## Before you begin

Your administrator must have completed the following tasks:

* Activate Advanced Work Assignment.
* [Install Conversational Integration with LINE](https://servicenow-prod.fluidtopics.net/FpKS~xv3ReULLeOutzDalw "Install the Conversational Integration with LINE so that your business can interact with requesters on the LINE app. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.").
* Set the application scope to Conversational Integration with LINE using the application picker. For more information, see [Application
  picker](https://www.servicenow.com/docs/access?context=c_ApplicationPicker&version=yokohama&pubname=yokohama-application-development&ft:locale=en-US).
* Activate the Conversational Messaging plugin (com.glide.messaging.awa). For more information, see .

{#messg-line-live-agent-conv__ul_rwd_n34_pnb}

Role required: admin

## About this task

## Procedure

1. Enable the Line service channel.
   1. Navigate to Advanced Work AssignmentSettingsService Channels.
   2. In the Name column of the Queues list, search for <kbd class="ph userinput">Line</kbd>.
   3. Select Line.
   4. On the Service Channel form, select the Active check box.
   5. Select Update.

   {#messg-line-live-agent-conv__substeps_pz1_x44_pnb}  
   For more information, see Service channels.
2. Automatically route work items for LINE chat conversations to agents by configuring the queue for the Line service channel.
   1. Navigate to Advanced Work AssignmentSettingsQueues.
   2. In the Name column of the Queues list, search for <kbd class="ph userinput">Agent Line Queue</kbd>.
   3. Select Agent Line Queue.
   4. On the Queue form, select the Active check box.
   5. Select Update.

   {#messg-line-live-agent-conv__substeps_ugw_2q4_pnb}  
   Note:  
   By default, the Line - Most Capacity assignment rule is associated with the Agent Line Queue. You can create another assignment rule and associate it with the queue. For more information, see Configure agent assignment rules and Work item queues.
3. Configure agent presence states for the Line service channel.
   1. Navigate to Advanced Work AssignmentSettingsPresence States.
   2. In the Name column of the Presence States list, select an existing state.
   3. On the Presence State form, in the Service channels section, select the add icon \> to move the Line service channel from the Available column to the Selected column.
   4. In the Apply to groups section of the Presence State form, select the add icon \> to move the Agent Line Group group from the Available column to the Selected column.  
      Note:  
      You can ignore this step if you have selected the Apply to all groups check box.
   5. Select Update.

   {#messg-line-live-agent-conv__substeps_o43_mq4_pnb}  
   For more information, see Configure agent presence states.
{#messg-line-live-agent-conv__steps_vb4_3ks_nnb}

*[\>]: and then