Setting up LINE for Zoom CX

Zoom Contact Center (ZCC) supports LINE as a messaging channel, to enable brands to engage directly with consumers on one of the most popular messaging platforms in Japan and Singapore. With this integration, admins can complete basic setup and onboarding for LINE numbers, configure messaging flows and queues, and ensure agents are ready to handle LINE interactions. Once set up, agents and supervisors can send and receive LINE messages within the ZCC interface, share images from the asset library, transfer conversations, and access full interaction history. At the same time, supervisors and managers can monitor LINE engagements, provide real-time assistance, and track performance metrics to maintain consistent service quality.

Requirements for enabling LINE messaging channel in Zoom Contact Center

Limitations for using the LINE messaging channel

The following limitations apply when using the LINE messaging channel in Zoom Contact Center:

Conversation support

Text messages

Media messages

Emojis and stickers

Special message handling

Table of Contents

How to set up the LINE channel on LINE console

Create a channel

  1. Log in with your LINE account or business account.
  2. In the left menu, click Providers and then Create.
  3. Enter a provider name and click Create.
  4. Within the newly created provider, click Create a new channel.
  5. Select Messaging API.
  6. Click Create a LINE Official Account.
  7. Verify your account via text message:
  8. Once verified, fill in the required information for your LINE Official Account.
  9. Click Submit.
  10. After creating the channel, click the Channels tab to view your new channel.

Edit channel configuration

  1. Log in with your LINE account or business account.
  2. In the left menu, click Providers.
  3. Select the channel you want to edit.
  4. Click the Basic settings tab.
  5. Under Basic information, click the LINE Official Account Manager link.
  6. In LINE Official Account Manager, you can configure the following under the Settings section:

Obtain channel secret and token

The channel secret and channel access token are required when creating a LINE app in the Marketplace. Keep them secure and do not share them.
  1. Log in with your LINE account or business account.
  2. In the left menu, click Providers.
  3. Select the channel you want to edit.
  4. To get the Channel secret:
  5. To get the Channel access token:

How to set up LINE messaging channel within Zoom

Set up the integration in Zoom App Marketplace and Zoom Contact Center

  1. Sign in to Zoom App Marketplace.
  2. In the search bar, look for LINE for Zoom CX.
  3. Click Add.
  4. On the authorization page, provide the following details:
  5. Click Submit.

Create a Zoom Contact Center LINE channel flow

  1. Sign in to the Zoom web portal.
  2. In the left navigation, click Contact Center Management, then Flows.
  3. Click Add Flow.
  4. Under Channel/Source, select Messaging then LINE.
  5. Enter a display name for the flow.
  6. Click Add.
    The flow editor will open.
  7. In the left panel, drag and drop the Route to widget.
  8. Select Queue then select a messaging queue to route to.
  9. Configure entry point for the channel.
    Once done, the LINE channel is now connected.

How to add another LINE channel application connection

  1. Sign in to Zoom App Marketplace.
  2. In the top-right corner, click Manage.
  3. In the left menu, click Added apps.
  4. Search LINE for Zoom CX.
  5. Expand the Connections section.
  6. Click New Connection to create a new one.

How to uninstall the LINE for Zoom CX connection

  1. Sign in to Zoom App Marketplace.
  2. In the top-right corner, click Manage.
  3. In the left menu, click Added apps.
  4. To the right of the LINE for Zoom CX connection, click the ellipsis icon then Delete.

How your data is used

Zoom's LINE for Zoom CX marketplace app allows Zoom Communications Inc. to access your LINE channel and will send/receive messages to/from your end consumer. By adding this connection, you agree to Zoom Terms of Service. Zoom will retain your chat message data for the duration of time configured in your Privacy and Data Retention settings for Zoom Contact Center