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:
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
Create your own developer account fromhttps://account.line.biz/login?redirectUri=https%3A%2F%2Fdevelopers.line.biz%2Fconsole%2F
Create a provider and a channel, following this guide
From Messaging settings, enable Webhooks and add Webhook URL (see https://xcally.atlassian.net/wiki/spaces/XM/pages/1971880535/Line#Setup-Line-Plugin to retrieve this URL)
Line plugin needs a long lived channel access token
Retrieve the Channel access token and secret from your channel configuration page.
Save the Access Token and the Channel Secret. 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:3008/api/from-motion-to-line, where 3008 must be replaced with the port used for the plugin. 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
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.
Download the Line Plugin zip file: https://repository.xenialab.com/repository/plugins/line-plugin/xcally-line-plugin-v2.0.0.zip
Open the App Zone section
Upload the Line Plugin:
After the upload, you will find it in the list of the uploaded App Zone Plugins:
To Install the plugin, click on
button, and click Install plugin:
Click on the
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!
XCALLY Motion does not support two or more identical plugins, concurrently active. For more information, please contact us via Support Portal.
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
Access token: Insert the Line Access Token previously saved.
Channel secret: Insert the Line Channel Secret name previously saved.
Message config
Automatic 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 users when the message could not be delivered to Motion: Message that appears to your Customers in case of technical difficulties and messages could not be delivered
Warning sent to agents when the message could not be delivered to Line: Message that appears to your Agents in case of technical difficulties and messages could not be delivered to Line
Warning sent to agents for attachments too big to be forwarded to Motion: Message that appears to your Agents in case the attachment sent by the Customer is too big for Motion to handle.
Webhooks config
Line webhook: http://localhost/api/plugins/webhook?port=3008&path=%2Fapi%2Ffrom-line-to-motion&token= ; this needs to be set in the Line channel admin page (where localhost is your XCALLY instance hostname and 3008 must be replaced with the port used for the plugin).
Motion reply URL: http://localhost:3008/api/from-motion-to-line, where 3008 must be replaced with the port used for the plugin.
Remember to Restart the Plugin:
Go to the App Zone section, select the Line plugin
click on the
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 the users, 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.
Motion can’t receive contacts sent by the users, either from their personal contact list or their Line's contact list. Line is currently not forwarding those kind of messages to our systems.
Motion can't directly send attachments to users other than video and images. Any other kind of attachment will instead be converted into a downloadable URL.
GIF\PNG images are converted to JPG. That's how Line send them back to Motion.
Text or attachments can be exchanged: they must be sent in different messages.
Additional Information
Debugging/Troubleshooting
Log files are saved in the following locations:
error logs only: /var/log/xcally/logs/line-plugin.error.pm2.log
error and info logs: /var/log/xcally/logs/line-plugin.pm2.log