LINE Integration

Connect a LINE Official Account to Sanka when LINE integration is enabled for your workspace, then validate webhook delivery and support expectations.

Last updated: May 28, 2026

Use this guide to connect a LINE Official Account to Sanka in workspaces where LINE integration is enabled. It covers setup, expected behavior, customer matching limits, troubleshooting, and AI-safe checkpoints so support teams can distinguish configuration issues from product bugs.

When to use LINE integration

LINE integration is for teams that handle customer conversations through a LINE Official Account and want those conversations available in Sanka. Because LINE availability can depend on workspace setup, do not assume every workspace can create or use a LINE connection by default. Use this guide when:

Your workspace admin or Sanka support has confirmed LINE integration is enabled.
You have access to the LINE Official Account and LINE Developers channel.
You need to connect inbound LINE events to the Sanka workspace.
You need to troubleshoot webhook delivery, channel tokens, or customer matching.

LINE is not a replacement for every message channel in Sanka. Email, SMS, Slack, calls, and LINE can have different compose, import, matching, and reply behavior depending on how the workspace is configured.

Prerequisites

A LINE Official Account.
Access to LINE Developers for the provider and Messaging API channel.
Permission to generate or copy the channel access token.
Permission to edit the Messaging API webhook URL.
Workspace admin access in Sanka, or help from an admin who can create integrations.
Confirmation that LINE integration is enabled for the workspace.
Permission to view or update the contacts, companies, tickets, or other records that LINE conversations may be associated with.

Ask AI for a setup checklist

Before changing tokens or webhook settings, ask Sanka-connected Claude or Codex to prepare a checklist. Do not ask AI to rotate tokens, change webhook URLs, send customer replies, or update customer records until an admin has reviewed the current setup.

Sample prompt

/sanka Prepare a checklist for connecting a LINE Official Account to Sanka. Include LINE Developers access, Messaging API channel settings, channel access token, Sanka workspace permissions, webhook URL validation, expected inbound message behavior, customer matching checks, and what evidence I should collect before treating a message issue as a bug. Do not change tokens, webhook settings, or customer records.

Prepare LINE Developers

In LINE Developers:

Open the provider for the LINE Official Account.
Create or open the Messaging API channel used by that account.
Confirm the channel is connected to the correct LINE Official Account.
Generate or copy a channel access token for the Messaging API channel.
Keep the token secure. Treat it like a credential and share it only with workspace admins who need to configure the integration.

Create the Sanka integration

In Sanka:

Open Workspace > Integrations.
Select LINE if it appears for your workspace.
If LINE does not appear, ask your workspace admin or Sanka support to confirm whether LINE integration is enabled.
Create the integration and enter the channel access token from LINE Developers.
Save the integration.
Copy the webhook URL shown in Sanka for the LINE integration.

If the integration was created by Sanka support or an admin outside the normal integrations page, confirm where the webhook URL and connection status should be reviewed before continuing.

Configure the LINE webhook

In LINE Developers:

Open the Messaging API channel.
Paste the Sanka webhook URL into the Webhook URL field.
Enable webhook delivery.
Use LINE Developers webhook verification if available.
Send a test message from a LINE account that is allowed to message the Official Account.
Return to Sanka and confirm whether the message appears in the message or conversation surface configured for your workspace.

If verification fails, check the webhook URL, channel token, channel status, and whether LINE integration is enabled for the workspace before treating it as a product issue.

Expected behavior

After setup:

Sanka stores the LINE connection for the workspace.
LINE sends inbound Messaging API events to the Sanka webhook after webhook delivery is enabled.
Messages should appear only in the Sanka message or conversation surface configured for the workspace.
Customer matching depends on the identifiers and records available in the workspace.
If Sanka cannot confidently match the LINE sender to a customer, the conversation should stay unassigned or require review.
Replies, imports, and automated actions may be limited unless they are enabled for the workspace and channel.
Rotating the channel access token or changing the webhook URL can stop delivery until Sanka and LINE Developers are updated consistently.

Do not assume a missing LINE page, button, or compose option is a bug. First confirm the workspace has LINE enabled and that the channel supports the requested operation.

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LINE setup checkpoints

Logs

Search logsAll actionsAll dates

ID / ActionDateTarget / ItemChangeActor

1Workspace enablement confirmedMay 23, 2026Workspace integrationsLINE is available for this workspaceWorkspace admin

2Webhook saved in LINE DevelopersMay 23, 2026Messaging API channelSanka webhook URL pasted and webhook delivery enabledWorkspace admin

3Test message reviewedMay 23, 2026LINE conversationInbound event appeared in the configured Sanka message surface or was documented as not deliveredSupport lead

Use these checkpoints before treating a LINE issue as a product bug. Most setup problems come from workspace enablement, channel token, webhook URL, webhook delivery, or customer matching.

Customer matching and associations

LINE sender identity is not the same as an email address or phone number. Matching depends on the records and identifiers available in your workspace. A conversation should be linked automatically only when Sanka can identify the sender with confidence. If the sender is unknown, review the conversation before linking it to a contact, company, ticket, order, invoice, or other record. Do not create or merge customer records from a LINE message unless your team has confirmed the sender identity and the workspace's consent rules. When a LINE conversation relates to an open support case, link the relevant ticket or task so the next agent can understand the follow-up context.

Troubleshoot common issues

Issue	What to check
LINE does not appear in Integrations	Confirm LINE integration is enabled for the workspace. If it is not enabled, ask a workspace admin or Sanka support before trying to create the connection.
Webhook verification fails	Check that the webhook URL was copied from the correct Sanka workspace, webhook delivery is enabled, and the Messaging API channel is active.
Messages do not appear in Sanka	Confirm the channel access token, webhook URL, webhook delivery setting, workspace enablement, and the Sanka message surface configured for LINE.
Messages appear under the wrong customer	Review customer identifiers and existing associations before saving the link. LINE sender identity may require manual confirmation.
Replies are unavailable	Confirm whether outbound LINE replies are enabled for the workspace and whether the user has permission to reply from that channel.
Delivery stopped after a token change	Update the Sanka integration with the current channel access token and send another test message.
Duplicate conversations appear	Check whether multiple LINE channels or workspaces point to the same webhook or Official Account.
AI assumes LINE works like email or SMS	Recheck workspace enablement, channel-specific behavior, and the supported message surface before drafting a reply or code change.

AI-safe support guidance

For LINE issues, AI should classify the request before replying or proposing a code change:

Enablement: Is LINE integration available in this workspace?
Channel setup: Is the LINE Official Account connected to the correct Messaging API channel?
Webhook delivery: Is the Sanka webhook URL saved and enabled in LINE Developers?
Token validity: Was the channel access token rotated or copied from the wrong channel?
Message surface: Where should LINE conversations appear in this workspace?
Customer matching: Is there enough evidence to associate the sender with a contact, company, ticket, or order?
Permissions: Can the user view or reply to this conversation?