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When you connect AI Helpdesk to LINE WORKS, users can send inquiries to the AI bot from LINE WORKS talk rooms.

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Prerequisites

  • You must have the Admin role in AI Helpdesk.
  • You must have administrator permissions in your LINE WORKS tenant.
  • You need permissions to create apps in the LINE WORKS Developer Console.

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Required information for LINE WORKS connection

Create a client app and a bot in the LINE WORKS Developer Console and prepare the following information.

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Setup in the LINE WORKS Developer Console

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Create a client app

  1. Open Console > Bot > Create Client App and click + Add a new app.
  2. Enter an app name, choose Authentication App, and submit.
  3. Configure App Information as follows.
  4. After submitting, record the following credentials:
    • Client ID
    • Client Secret
    • Service Account
    • Private Key (PEM)

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Create a bot

  1. Open Console > Bot > Create new Bot.
  2. Enter the bot name and description.
  3. Enable Callback URL and set it to:
  4. Enable text, image, and file on the Callback URL.
  5. Enable the Bot Policy checkboxes.
  6. After saving, open the bot’s detail screen and record the Bot ID and Bot Secret.

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Add the bot to your workspace

In the LINE WORKS Admin Console, go to Service > Bot > Add Bot and add the bot you created to the workspace. Configure the policy, user rights, and privacy settings to match your workspace’s operational guidelines.

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Connect LINE WORKS

1

Open integration settings

Select Settings from the left navigation and open the Integrations tab. In the Messaging section, click Add connection and choose LINE WORKS — Custom Bot.
2

Enter credentials (Step 1)

Enter all of the following information.
  • Domain ID
  • Client ID
  • Client Secret
  • Service Account (format: serviceaccount@...)
  • Private Key (paste the full PEM content including line breaks)
  • Bot ID
  • Bot Secret
  • Workspace name (optional)
For the private key, paste the full content including -----BEGIN RSA PRIVATE KEY----- through -----END RSA PRIVATE KEY----- with all line breaks preserved.
After filling in all fields, click Next. The credentials are validated against the LINE WORKS API.
3

Select an observer user (Step 2)

AI Helpdesk talk room sessions require at least three members. In addition to the end user and the bot, select a user from the list to participate as an “observer.”
When credential validation succeeds, a list of users in the LINE WORKS tenant is displayed. It is recommended to use a dedicated account that does not monitor inquiry content during normal operations.
Select a user and click Connect.
4

Confirm successful connection

After a successful connection, a LINE WORKS card appears in the Messaging section, showing the domain ID and connected status.

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Using the bot

After connecting, LINE WORKS users can send inquiries in a talk room with the bot. When a user sends a message to the bot’s talk room, a group talk is automatically created and a session begins.

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Disconnect LINE WORKS

In the Messaging section under Settings > Integrations, click the trash icon on the card to disconnect.
Disconnecting stops accepting new inquiries from that LINE WORKS tenant.

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Troubleshooting

“Credentials are invalid” error
  • Verify that the domain ID contains numbers only.
  • Confirm that the private key is in the correct PEM format (full content with line breaks).
  • Check that the app is enabled in the LINE WORKS Developer Console.
User list is not displayed
  • Verify that the service account has the necessary scopes (such as user.read).
  • Check whether the LINE WORKS API rate limit has been reached.
Last modified on July 10, 2026