Documentation

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

Overview

This app connects one LINE Official Account to one CRM sub-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 sub-account.

Installing

  1. Install the app onto your sub-account — from the marketplace listing or an install link from your provider — and approve it at the Sub-Account level. An Agency-level approval alone connects nothing.
  2. Open your sub-account and select “LINE” 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 — Inbound LINE 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 sub-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.

The “LINE User ID” contact field

The first time a LINE message arrives, the app adds a contact custom field named LINE User ID to your sub-account — a plain text field (key `line_user_id`), visible in your CRM's custom field settings.

If a contact field with that name or key already exists, it is reused — nothing is duplicated.

The field stores each contact's LINE identifier, and it is how replies and workflow messages find the right person. Please do not rename or delete it — deleting it stops replies from reaching LINE.

How contacts are created

When a customer messages your LINE account (or adds it as a friend) for the first time, the app searches your sub-account for a contact carrying that LINE identifier. If none exists, it creates one 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”.
  • Tags — `line` and `line:<identifier>`, used to find the contact again on the next message.
  • The “LINE User ID” field — set to the customer's LINE identifier.
  • A generated phone number — see the next section.

If the customer has written before, their existing contact is reused — including after the app is reinstalled. 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 always receives the same number, even after a reinstall.
  • 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 sub-account

  • Workflow components — the triggers “Inbound LINE 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

Delete the connection from the app's settings page first, then uninstall the app — the order matters:

  1. On the app's settings page (sidebar “LINE”), scroll to the danger zone at the bottom and delete the connection. This removes the stored credentials, detaches your LINE channel's webhook, and shows the one remaining manual step — removing the webhook URL in the LINE Developers Console.
  2. Then uninstall the app from your CRM's app settings.

Why this order: uninstalling the app also removes the settings page, so the in-app delete is no longer reachable afterwards. Uninstalling without it still deletes the connection data, but your LINE channel's webhook keeps pointing at the app until you remove it in the console.

Either way, everything the app created inside your CRM — contacts, conversations, the custom field, and tags — stays. New LINE messages simply stop arriving.