Creating a LINE channel

1. Create a Messaging API channel in the LINE Developers console. For detailed information, see the LINE Developers documentation. After creating the channel, record this information to be used later:

   • Channel ID — ID of the channel as shown on the Channel settings page under Basic Settings.

   • Channel Secret — signature key of the channel as shown under Basic Settings.

   • Channel access token (long-lived) — Long-lived token shown under the Messaging API tab.

2. In Medallia Conversations, create a channel for the LINE connector.

   1. Open the Channels list: click the Channels tab.

   2. Click New Channel.

      

   3. In the Add Channel panel, select:

      • Line

   4. Provide:

      • Name — descriptive name of the channel.

      • Description — a description of the channel, including its purpose and the name of the channel it is targeting.

   5. In the Auth section, enter the LINE channel ID, secret, and token.

   6. Click Save.

3. In the LINE Developers console, set and enable the Webhook to connect to the Medallia Conversations, channel.

   1. In the Messaging API tab for the channel, Edit the Webhook URL and enter the Medallia Conversations webhook.

   2. Click Verify. The request should display Success.

   3. Turn on Use webhook.

4. (optional) Retrieve the QR code that allows LINE users to "friend" the channel (and thereby allow Medallia Conversations to initiate conversations to the respondent). The QR code is on the Messaging API settings tab under Bot information.

The channel is now ready to communicate with LINE.

LINE properties

Category

Line

Channel name

(required) Unique name of the channel. For usability, make the name descriptive and include the category in the name to differentiate the channel from similar channels.

For example, here are two channels for Orion Retail: one for SMS and one for Facebook:

Channel description

Text description of the purpose of the channel. Mention any restrictions like blackout dates and availability windows.

Availability windows

Availability windows identify when the channel is available to send feed-based invitations. Use the availability windows to pause the channel during times when people might not be receptive to the invitation, such as on weekends or at night. Note, this does not affect feedless surveys, which can be taken at any time.

The day and time are based on the respondent's timezone, as specified in the timezone information included in the raw invitation provided by the company, and processed by the import specification. See Import specifications for details about the import process.

When a window opens, messages are sent at random times within the next hour; they do not all go at at the opening of the window.

Important: Select a window that is greater than 1 hour/60 minutes. Selecting a window that is less than 1 hour can cause invitations to be sent during the restricted window.

Tip: Use availability windows for channels that contact or push the conversation to respondents. For passive channels — like web pages or social media — use them as needed by your company.

This example disables the channel on weekends, and between the hours of 7:00 p.m. and 9:00 a.m.

Blackout dates

Blackout dates are specific days of a year when the channel does not send feed-based invitations. Use the dates to pause invitations to the channel on days when respondents might not be receptive, such as holidays. Messages scheduled to be sent on blackout dates are sent after the blackout expires. Note, this does not affect feedless surveys, which can be taken at any time.

Tip: Use availability windows for channels that contact or push the conversation to respondents. For passive channels — like web pages or social media — use them as needed by your company.

This example disables the channel on the U.S. holidays of the Fourth of July and Thanksgiving in 2018.

Opt-out keywords

Words or phrases respondents may send requesting their intention to opt-out of receiving future conversations from the company, on all channels. After receiving the opt-out instruction, the channel sends a message to the respondent acknowledging the request.

Note: A channel must have at least one opt-out keyword. The default keyword is 'stop'.

Each entry may be a single word, such as 'stop', or a multi-word phrase such as 'opt me out'. The text is case-insensitive: 'stop', 'STOP', and 'Stop' are all recognized when the word is 'stop'.

Opt-out message

Text message to send to the respondent after the channel receives an Opt-out keyword from the respondent.

Channel ID

(Required) ID of the LINE channel as shown on the "Channel settings" page on the LINE Developers console and in the LINE Official Account Manager.

Channel Secret

(Required) The signature key of the channel as shown on the "Channel settings" page on the LINE Developers console.

Token

(Required) A long-lived channel access token for the Messaging API, and which is associated with the channel.

Default Conversation Throttle

The conversation throttle limits how many Default conversation messages, for a specific Conversation, can be sent to the same recipient within a time window. This prevents infinite "ping-pong" loops with auto-responders or answering machines, thereby reducing accidental spam, controlling costs, and protecting customer trust.

For example, by default Medallia Conversations sends no more than 3 Default Conversations to the same recipient with a 90-second time period. Instead of making a 4th attempt, the recipient is blocked for 24 hours from receiving a Default Conversation. After 24 hours, Medallia Conversations again tries to send default Conversations to the recipient.

To view a list of the blocked recipients, see Blocked Records.

Channel settings

Channel settings are advanced, custom channel configuration options. Each setting is a key/value pair.