Documentation

Installing, daily use, and what the app creates inside your CRM.

Overview

This app connects one LINE Official Account to one CRM business account. Customer messages arrive in the Conversations inbox on the app's LINE channel, and replies sent there are delivered to the customer's LINE. This page documents how to install and use the app, and what it creates inside your business account.

Installing

  1. Install the app onto your business account — from the marketplace listing or an install link from your provider. An approval at the Company level also works: it connects the business accounts selected during the installation, and each one finishes connecting when its settings page is opened.
  2. Open your business account and select “LINE Integration” in the left sidebar — that is the app's settings page.
  3. Paste the Channel Secret and the long-lived Channel Access Token from your LINE Developers Console, then Save — the webhook URL is registered automatically. The built-in setup guide walks through the console step by step.
  4. In the LINE Developers Console, turn on Use webhooks (the one switch that has no API and must be set by hand).
  5. Send a test message from LINE — it appears in Conversations within seconds, and replies reach the customer's phone.

Daily use

  • Reading and replying — customer messages arrive in the Conversations inbox on the LINE channel. Type a reply there and it is delivered to the customer's LINE.
  • Images in replies — attach a .png or .jpg image to a reply and it is sent as a LINE image; other file attachments are delivered as links inside the text. Very long messages are trimmed to LINE's per-message limit (~5,000 characters).
  • Workflow triggers — LINE - Inbound Message fires on every customer message (message text, message type, contact, and LINE identifier available as variables); LINE - New Friend Added fires when a customer adds your account. Using them requires workflow premium features to be enabled for the business account.
  • Workflow action — LINE - Send Message sends a text message (up to ~5,000 characters) to the contact's LINE and logs it into the conversation.
  • Send from the CRM — messages sent from LINE's own tools (Official Account Manager chats, broadcasts, automated and greeting messages) never appear in the CRM. Keep all sending — replies and automation — inside the CRM, so the conversation history stays complete.

How contacts are created

When a customer messages your LINE account (or adds it as a friend) for the first time, the app checks its own conversation mapping for that LINE identifier. If none exists yet, it creates a contact with:

  • Name — the customer's LINE display name, saved into the First name field (LINE does not provide separate first/last names).
  • Contact source — “LINE”.
  • Tag — `line`, a marker for filtering LINE-sourced contacts.
  • A generated phone number — see the next section.

If the customer has written before, their existing contact is reused — including after a reinstall within 30 days of uninstalling. Matching is by LINE identifier only, never by name or phone number: if you already keep a contact for the same person with a real phone number, the LINE conversation appears as a separate contact.

About the generated phone numbers (+1000 …)

Your CRM threads conversations by phone number, and a contact with no phone number cannot hold a conversation. LINE does not provide customers' phone numbers, so the app gives every LINE contact a generated number in the +1000 xxx xxxx range:

  • They are not real. The +1000 range is never assigned to real phones — you cannot call or text these numbers.
  • They are stable. The same LINE customer keeps the same number, including across a reinstall within 30 days.
  • They are internal keys. Their only job is to anchor the conversation thread. Treat them as identifiers, not contact data.

What else appears in your business account

  • Workflow components — the triggers “LINE - Inbound Message” and “LINE - New Friend Added”, and the action “LINE - Send Message” appear in your workflow builder (see Daily use above).
  • Media links — images, videos, and files in conversations are served through temporary links that expire after 7 days; after that the preview in the CRM stops loading (the original stays in the LINE chat).
  • 1:1 chats only — group and room chats are ignored.

Uninstalling

Uninstall the app from your CRM's app settings — that single step removes everything the app holds for the connection (LINE credentials, connection tokens, settings) and automatically redirects your LINE channel's webhook to a discard address, so nothing is processed afterwards.

  • Delete any workflows that use the LINE triggers or action.
  • Everything the app created inside your CRM — contacts, conversations, and tags — stays. New LINE messages simply stop arriving.
  • To stop LINE deliveries completely, remove the Webhook URL (or turn off Use webhooks) in the LINE Developers Console — LINE has no interface for us to unregister it fully.
  • To use the integration again later: install the app once more, re-create the workflow triggers/action you need, and re-enter your two LINE credentials on the app's settings page.
  • The 30-day window: reinstalling within 30 days of uninstalling reconnects your LINE customers to their existing contacts and conversation history. After 30 days the link is deleted — their next message creates a new contact, and earlier conversations stay in your CRM but are no longer connected.