Integrating LINE with Customer Service Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Integrating LINE with Customer Service Management

    This integration enables ServiceNow customers to deliver a seamless chat experience using the LINE messaging app. By configuring the Conversational Integration with LINE application, both customer contacts and consumers can initiate chat conversations with virtual or live agents. Agents can also start or accept conversations via LINE, with system-initiated messages configurable to enhance communication.

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    Key Features

    • Initiate LINE chat conversations involving virtual agents, live agents, or customers directly.
    • Use chat functionality to search for knowledge articles, community posts, access service catalogs, or create customer service cases.
    • View detailed LINE chat conversation records within the Agent Workspace where work items are initiated.
    • Agents’ presence is indicated in the Agent Workspace Inbox through the LINE service channel.
    • Make outbound LINE chat conversations to proactively engage customers and automatically capture interaction details for efficient data entry.

    Example Workflows

    • Issue Resolution: A customer uses a Virtual Agent in LINE to address a router issue, accesses relevant knowledge articles, and resolves the problem without needing agent assistance.
    • Customer Feedback: After a purchase, customers receive notifications via LINE, provide feedback, and agents can follow up through LINE chat to address concerns and improve customer experience.

    Roles and User Access

    Specific roles enable users to utilize the integration effectively:

    • agentworkspaceuser: Accept and manage LINE chat conversations within Advanced Work Assignment.
    • sncustomerservicemanager: View LINE chat interaction records for oversight and management.
    • sncustomerservice.consumer and sncustomerservice.customer: Initiate LINE chats with virtual or live agents to search knowledge bases, access service catalogs, and create cases.

    This integration empowers ServiceNow customers to enhance customer engagement by leveraging LINE’s chat capabilities, streamlining communication, and improving issue resolution and feedback management.

    Deliver a pre-integrated chat conversation experience with the LINE messaging app for consumers and customer contacts. Integrate LINE with the ServiceNow® Conversational Integration with LINE application.

    As an administrator, if you have configured the Conversational Integration with LINE application, your customer contacts and consumers can initiate a LINE chat conversation with a virtual agent or live agent. An agent can initiate a conversation or accept a conversation initiated from a LINE chat conversation. You can configure system-initiated messages to be sent to the customer. For more information, see Configure Conversational Integration with LINE.

    Note:
    As an administrator, you can also use any predefined Customer Service Virtual Agent conversations to capture information from customer contacts or consumers. For more information, see Customer Service Virtual Agent conversations.
    Key features of the integration include the following:
    • Initiate LINE chat conversations with a virtual agent, live agent, or customer.
    • Use the chat to search for articles in community posts and knowledge articles, access service catalogs, or create a customer service case.
    • View the LINE chat conversation details from which a work item was initiated in Agent Workspace.
    • Indicate your presence in the Agent Workspace Inbox with the Line service channel.
    • Make outbound chat conversations to connect with a LINE chat conversation from a customer contact or consumer, and automatically capture interaction details to simplify data entry.

    Example workflows

    The following example workflow shows the use of the Conversational Integration with LINE application in helping a customer to resolve an issue with the recently purchased router:

    1. The customer initiates a LINE chat conversation using the Virtual Agent bot.
    2. The Customer Service Management application identifies the customer and starts an interaction of type Messaging.
    3. The customer selects the router as a product and finds knowledge articles associated with it.
    4. The customer ends the conversation because the issue was resolved with the help of a knowledge article.

    The following example workflow shows the use of the Conversational Integration with LINE application in addressing customer feedback:

    1. A customer purchases a new product and opts in to receive notifications from your business on the LINE app.
    2. The customer receives a welcome message from customer support.
    3. After two months, the customer receives another message asking for feedback on the product.
    4. The customer shares negative feedback.
    5. An agent reviews the feedback and starts a conversation with the customer to offer help and find out more about the customer’s experience with the product.

    End users and roles

    Users with the roles listed in the following table can use the Conversational Integration with LINE application.

    Table 1. Roles required for Conversational Integration with LINE
    Roles Tasks
    agent_workspace_user Accept an ongoing LINE chat conversation with a customer through the LINE service channel in Advanced Work Assignment.
    sn_customerservice_manager View details of a LINE chat conversation by using interaction records of type Messaging and subtype Line.
    sn_customerservice.consumer, sn_customerservice.customer Initiate LINE chat conversations with a virtual agent or live agent so that you can search for articles in Communities and Knowledge Management, access service catalogs, and create a customer service case.