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Connect Your LINE Business Account

Follow the steps below to connect your business LINE account to ScaleFlow.

After the connection is complete, customer messages sent to your business LINE account will appear in Inbox. From there, your staff or the AI Assistant can reply in one place.

What is LINE Business?​

LINE Official Account is a LINE account designed for businesses, similar to a Facebook fan page but on LINE. Customers can send messages, ask for prices, place orders, or receive updates through this account.

ScaleFlow connects to LINE through the Messaging API, which allows it to receive and send messages from the official account. You will copy two credentials from the LINE admin pages, the Channel secret and Channel access token, and paste them into ScaleFlow.

Before You Start​

Prepare the following:

  • A LINE account used to manage the business, usually owned by the shop owner, marketing team, or customer support team.
  • Permission to manage Channels in ScaleFlow. If you do not see the Connect button, ask your administrator for access.
  • About 15-30 minutes for the first setup, especially if you still need to create a LINE Official Account, enable Messaging API, and copy the credentials.

Note: The two credentials you copy, Channel secret and Channel access token, work like passwords. Do not share them publicly or send them to unauthorized people. Only paste them into ScaleFlow during setup.

Step Overview​

StepWhereWhat to do
1ScaleFlowOpen the LINE Business page and click Connect
2LINECreate or select an Official Account
3LINEEnable Messaging API and copy the Channel secret
4LINEEnable Webhook and turn off automatic replies
5LINECopy the Channel access token (long-lived)
6ScaleFlowPaste both credentials, click Verify, then Create connection
7ScaleFlowChoose whether to sync contacts
8ScaleFlow + LINE appSend a test message and check Inbox

Step 1: Open the LINE page in ScaleFlow​

  1. Sign in to ScaleFlow.
  2. In the left main menu, select Channels.
  3. In the channel list, select LINE Business.
  4. Click the Connect button in the top-right area of the channel settings section.

ScaleFlow opens the detailed Connect LINE Business guide page.

Open Channels and select LINE Business

LINE Business settings page with the Connect button

Step 2: Create or Select a LINE Official Account​

This step is done on LINE's website, not inside ScaleFlow.

  1. Open your browser and go to LINE Official Account Manager.
  2. Sign in with your LINE account.
  3. If you do not have a business account yet:
    • Create a new Official Account.
    • Enter your business name, business category, and contact information as instructed on the screen.
    • Wait for LINE approval if required.
  4. If you already have an account, select the correct Official Account that customers will message.

Important: Make sure you choose the correct business LINE account. If your company has multiple LINE accounts, confirm with the marketing or customer support team which account is currently used for customer communication.

Official Account list in LINE Official Account Manager

Step 3: Enable Messaging API and Copy the Channel Secret​

currently used for customer communication. Still in LINE Official Account Manager:

  1. Open the Official Account you selected in step 2.
  2. Go to Settings -> Messaging API.
  3. Click Enable Messaging API.
  4. LINE will ask you to choose a Provider in LINE Developers:
    • Select an existing Provider, or
    • Create a new Provider and give it a clear name, such as your company name.
  5. Remember the Provider name because you will need it in step 5.
  6. After Messaging API is enabled, find Channel secret on the same page and click Copy.

Return to ScaleFlow, find Step 2, and paste the Channel secret into the matching field.

Enable Messaging API in LINE Official Account Manager

Paste the Channel secret into ScaleFlow - Step 2

Step 4: Configure Response Settings​

To make sure customer messages go to ScaleFlow instead of being answered automatically by LINE:

  1. In LINE Official Account Manager, go to Settings -> Response settings.
  2. Turn on Webhooks.
  3. On the same page, turn off Auto-response messages.

Note: Webhooks allow LINE to forward customer messages to ScaleFlow. Turning off auto-response prevents customers from receiving two replies at the same time, one from LINE and one from your team.

Enable Webhook and disable Auto-response

Note: ScaleFlow automatically registers the webhook URL when you create the connection.

Step 5: Get the Channel Access Token​

This step is done in LINE Developers Console.

  1. Open LINE Developers Console.
  2. Sign in with the same LINE account.
  3. In the left menu, select the Provider you used in step 3.
  4. Select the channel linked to your Official Account.
  5. Open the Messaging API tab.
  6. Scroll down to Channel access token.
  7. Click Issue to generate a new token, or click Copy if a long-lived token already exists.
  8. Copy the full token value.

Return to ScaleFlow and, in Step 4, paste the value into Channel access token (long-lived).

Select the Provider and channel in LINE Developers Console

Copy the long-lived Channel access token

Paste the access token into ScaleFlow - Step 4

📷 Image note: Capture Step 4 in ScaleFlow with the access token field filled in.

Step 6: Verify and Create the Connection in ScaleFlow​

After you paste both the Channel secret and Channel access token:

  1. Look at the right panel in ScaleFlow under Connection status.
  2. Click Verify Setup.
  3. Wait a few seconds. If the setup is correct, you will see a green confirmation showing the LINE account name and its @... ID, for example @myshop.
  4. Confirm that the displayed name matches the correct business account.
  5. Click Create Connection.

Verify Setup button before verification

Successful verification showing the Official Account name

If verification fails​

Common causes include:

  • One of the credentials was pasted incorrectly or incompletely. Copy both values again from LINE.
  • You selected a LINE Login channel instead of a Messaging API channel. Check step 3 again.
  • The token has expired. Generate a new long-lived token in step 5.

After fixing the issue, click Verify Setup again. If you change either credential after a successful verification, you must verify again before creating the connection.

Step 7: Choose Contact Sync Options​

After Create Connection succeeds, ScaleFlow shows the Choose contact sync options dialog.

What is contact sync?​

If you enable Contact Sync, ScaleFlow imports the list of people currently following your LINE Official Account and adds them to Contacts.

  • Recommended if you want an existing list of followers available in Contacts.
  • Optional if you only need to receive messages when customers contact you first. In that case, ScaleFlow still creates contacts automatically when new messages arrive.

Note about free or unverified LINE accounts​

Some free or unverified LINE accounts do not allow bulk syncing of followers. In that case, ScaleFlow shows that contact sync is unavailable.

Inbox will still work normally. Just do the following:

  1. Turn off the Contact Sync toggle.
  2. Click Continue to finish.

If you want to sync later, upgrade or verify the Official Account in LINE Official Account Manager and try again.

Contact sync options dialog

If contacts already exist in ScaleFlow​

When sync is enabled, choose how ScaleFlow should handle duplicate contacts:

OptionMeaning
MergeKeep the existing information and only fill missing fields from LINE. (Recommended)
ReplaceOverwrite the existing information with data from LINE.
SkipLeave duplicate contacts unchanged and only add new people.

Step 8: Confirm the Connection is Active​

Go back to Channels -> LINE Business and scroll to Connected accounts.

The connection is successful when:

  • You see a LINE account card with the correct Official Account name.
  • The status shows active.
  • The card includes the Test, Reconnect, and Delete buttons.

Connected LINE account in ScaleFlow

Buttons on the account card​

ButtonWhen to use it
TestWhen you want to confirm that ScaleFlow can still communicate with LINE.
ReconnectWhen the connection has a problem or you changed credentials on LINE and need to enter the new values again.
DeleteWhen you want to stop using this LINE account in ScaleFlow. New messages will no longer arrive in Inbox.

Step 9: Send a Test Message and Open Inbox​

The best way to confirm the setup is to test it like a real customer:

  1. On your phone, open the LINE app.
  2. Find the business Official Account by scanning the QR code or searching by name or @ ID.
  3. Send a test message, for example: "Hello, I want to ask about your product."
  4. In ScaleFlow, open Inbox.
  5. Find the new conversation. The message you just sent should appear there with the LINE label.

Customer sends a message in the LINE app

The same message appears in ScaleFlow Inbox

You can also click Test on the LINE account card. If it succeeds, ScaleFlow shows a green confirmation message.

Daily Workflow After Setup​

  1. Customers send messages through your LINE Official Account.
  2. Messages appear in ScaleFlow Inbox.
  3. Staff can reply directly, or you can enable the AI Assistant to help with responses.
  4. If follow-up is needed, create a Ticket from the conversation.

Frequently Asked Questions​

I do not see the Connect button​

Your ScaleFlow account may not have permission to manage channels. Contact your company administrator.

We have multiple LINE Official Accounts. Can we connect more than one?​

Each Official Account is connected separately. You can connect multiple LINE accounts if your business uses multiple Official Accounts.

What happens if I change the Channel secret or access token on LINE?​

Go to Channels -> LINE Business, click Reconnect on the account card, then repeat the steps to paste the credentials and Verify again.

Is it a problem if contact sync does not work?​

No. Messaging still works normally. Inbox continues to receive messages, and contacts are created when customers message you. The only limitation is that you will not have the full existing follower list imported in advance.

Customer messages still do not appear in Inbox​

Try these steps in order:

  1. Click Test on the LINE account card.
  2. Confirm that Webhooks are enabled and Auto-response is disabled on LINE, as described in step 4.
  3. Click Reconnect and verify the credentials again.
  4. Ask your ScaleFlow administrator for help if the issue continues.

Once LINE is working correctly:

  1. Add canned replies, policies, and FAQs to Knowledge so AI can answer more accurately.
  2. Set up an AI Agent if you want more automation.
  3. Turn on the AI Assistant when you are ready.

Official LINE resources, mostly available in English or Japanese:

In ScaleFlow, the same resources are also shown in the Reference links section on the right side of the connection guide page.