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Line Integration with XCALLY

 XCALLY Motion enables you to integrate Line as a New Channel, using the Open Channel.

Customers can interact with your Agents, sending and receiving direct messages, from your Line Official Account.

Agents are able to receive the incoming messages on a special Line Queue and to reply from the XCALLY Motion standard GUI.

To make the Integration work, you need to configure your Line Account and your XCALLY Motion.

Let’s see how to configure Line Integration!

Requirements

The Plugin for the Line Integration requires:

  • NodeJS, version 16.0.0 or higher, to run this plugin

  • The Motion instance itself must have a public address for Line to broadcast events, and this public address must be accessible via HTTPS

  • Access to a Line developer Account, a bot and a channel.

Line Account Configuration

Follow these steps to create a Line Account and enable its integration with XCALLY Motion:

  • Register to Line by downloading the app for your phone on your app store

  • Register as a developer account by logging in https://partners.viber.com/login

  • In your developer console, create a Bot Account:

  • At the end, the Account will be created as in the following example:

  • Save the Bot Account Name and Token. We will need them to setup the Line plugin.

Now your Line Account is completed!

For further Line documentation, click here.

XCALLY Configuration

In this section you’ll see how to install and configure the XCALLY Motion Line Plugin interface, in order to let your Agents interact with Line users.

In this phase of the process, you need to access your XCALLY Motion as Admin.

Setup Line Account

  • Access the Open Channel Section:

  • Create a new Open Channel Account in your XCALLY Motion, clicking on the plus button and filling the fields:

Name: choose a name for your Line Account

Key: enter a specif key (it must different for each channel)

Reply URL: http://localhost:3007/sendMessage . This URL is going to be used by Open Channel to answer to the interactions.

List: Choose the List where the new contacts will be saved in the Contacts Manager. If a contact is already present in the List, the new interaction will be associated and reported in the Customer Journey. 

Description: (Optional) Describe to which bot the channel is associate.

To configure the Line Account:

  • Select the Line Account in the list of Openchannel Accounts, click on the (blue star) button and Edit it:

  • Check the information and complete the Line Account configuration:

On the top of the screen, you can see the ID Account (the number that follows the # ).

  • Save the Receive URL. We’ll need it to setup the Line plugin.

  • Save the Token. We’ll need it to setup the Line plugin.

Setup Line Queue

In order to have Agents receive notifications from the Line Account and manage interactions, you need to configure a specific Queue.

Follow the next steps:

  • Create a new Open Channel Queue, as Line Queue.

  • Add Agents or Teams to the Line Queue.

  • Associate he Line Queue to the Line Account.

Please refer to this documentation to complete this phase of the process.

Generate API Key

Plug-ins, as Line, are connected to XCALLY Motion through the API Key.

  • To generate the API Key, go to the Staff section and open the User section

  • Select your Admin user and press on the three dots button to Edit it:

  • Click on the API Key Manager Icon:

  • Generate the API KEY, clicking on GENERATE button:

  • Save the API Key. We will need it to setup the Line plugin.

Upload the Plugin to XCALLY Motion

It is necessary to upload the plugin.

  • After the upload, you will find it in the list of the uploaded App Zone Plugins:

  • To Install the plugin, click on (blue star)  button, and click Install plugin:

  • Click on the (blue star) button to edit the plugin. Select in the Sidebar field how/to whom this integration must be shown in the menu (default value: Admin Only)

Now your Line Plugin is active!

Setup Line Plugin

To configure the Plugin for Line, access the Plugins section and select Line Openchannel.

  • Fill and check the fields:

Plugin config

Motion API Key: Insert the API Key previously saved.
Plugin port: Plugin port (choose a different port for each plugin)
Map Key: Insert a key to map the plugin
Receive URL: Insert the Receive URL previously saved.
Public motion server address: Enter the public XCALLY Motion URL
Proxy token: If necessary, insert the proxy token

Line config

Authentication token: Insert the Line Bot Authentication Token previously saved.
Profile name: Insert the Line Bot Account name previously saved.
Profile picture url: Insert the Line Profile picture url previously saved.

Message config

Messages configAutomatic response to stickers: Message that appears to your Customers in case they’re trying to send stickers (Stickers are not supported on Motion)

Warning sent to agents for attachments too big to handle: Message that appears to your Customers in case the attachment is too big for Motion to handle

Warning sent to users when the message could not be delivered to Motion: Message that appears to your Customers in case of technical difficulties and your message could not be delivered

Motion reply URL http://localhost:3007/api/from-motion-to-Line

Remember to Restart the Plugin:

  • Go to the App Zone section, select the Line plugin

  • click on the (blue star) button and choose the Restart plugin command:

Line Integration is ready to be used!

Line Interactions

The Line interaction below shows the communication between the Line user and your Agent (who interacts from the XCALLY Omnidesktop Interface.

Note that:

  • Motion can't show to agents any sticker sent by a user, as Line currently doesn't allow any way to retrieve those from their systems. Users sending stickers will receive an automated response you can customize in the plugin's settings.

  • Text or attachments can be exchanged: they must be sent in different messages.

Additional Information

Debugging/Troubleshooting

All of the log files for Line plugin events are available at /var/log/xcally/openchannel-Line-info.log.

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