Connect LINE Official Account — step-by-step setup

Why this matters

On a Thai property agency, ~80% of inbound leads start in LINE. If LINE isn't in your CRM, those conversations live in the personal phone of whichever agent saw them first — invisible to the team, lost when the agent changes phone, and untraceable for commission disputes.

DevProp's LINE OA integration brings every conversation into a unified inbox: searchable, taggable, routable, and tied to a listing record + pipeline stage.

Prerequisites

1. A LINE Official Account in Verified or Premium tier (free Unverified accounts work but are limited to 500 free messages/month — fine for testing, not for production).
2. Admin access to the LINE OA (you can add DevProp as a co-admin if your boss owns the account).
3. A LINE Messaging API channel created in LINE Developers console and linked to the OA.

Step 1 — Create the Messaging API channel

1. Go to developers.line.biz/console and sign in with your LINE OA admin.
2. Provider → Create new provider (use your agency name).
3. Inside the provider → Create new channel → Messaging API.
4. Fill: Channel name (your agency), description, category (Real Estate), upload your logo.
5. Save. You're now on the channel admin page.
6. Click Messaging API tab → scroll to Channel access token → Issue. Copy the token (you'll paste it into DevProp in Step 3).

Step 2 — Link channel to your OA

Same channel page, Messaging API tab, scroll up to Linked OA. Click Edit → select your LINE OA from the dropdown → save. The OA name should now appear under the channel name.

Step 3 — Paste credentials into DevProp

From your DevProp admin, navigate to Settings → Integrations → LINE Official. Three fields:

1. Channel ID — visible top-right of the channel admin page
2. Channel secret — Messaging API tab, copy the field
3. Channel access token (long-lived) — what you just issued in Step 1

Click Connect. DevProp validates the credentials live and shows the connected OA name + profile image. If validation fails, double-check the secret has no leading/trailing spaces (the most common mistake).

Step 4 — Configure webhook

Same DevProp page, Webhook section. Copy the auto-generated URL (looks like https://your-tenant.devprop.app/api/line/webhook/abc123). Back in LINE Developers console → Messaging API tab → Webhook URL → paste it → enable the Use webhook toggle → click Verify.

If Verify succeeds, click Update. If it fails: check your DevProp tenant is reachable on HTTPS (it should be — we provision Let's Encrypt automatically) and that there's no firewall blocking LINE's egress IPs.

Step 5 — Disable LINE's auto-reply default

This is the mistake 90% of agencies make. By default, LINE OA has a Default response auto-reply ("Thanks for messaging us, an agent will reply soon"). This auto-reply blocks DevProp from receiving the message.

In manager.line.biz → your OA → Auto-reply settings:

1. Turn OFF Default response (or set it to "Webhook only", not "Auto-reply").
2. Turn ON Webhook at the channel level.
3. If you want LINE's built-in keyword auto-reply for FAQs, configure those individually and they'll fire alongside DevProp's webhook (LINE sends to both).

Step 6 — Test the round-trip

From a personal LINE account that is NOT yet a friend of the OA, scan your OA's QR code → add as friend → send a message ("Hello, I'm interested in your Sukhumvit listings").

In DevProp inbox, within 2 seconds:

1. A new conversation appears with the sender's LINE display name + profile picture.
2. The default lead record is created at Inbox stage.
3. Auto-assignment fires (if you configured round-robin) — otherwise, you'll see it as unassigned.
4. A browser/email notification triggers for the assigned agent.

Reply from DevProp. The reply lands in the sender's LINE chat within 1 second.

Multi-agent routing

By default, the first agent to claim a conversation in DevProp owns it (and gets the lead-agent commission split). For larger agencies, configure auto-routing: Settings → LINE → Routing rules. Options:

1. Round-robin — even distribution across all online agents.
2. Weighted — high-performers get more leads (configurable weight per agent).
3. Listing-based — if the message references a listing (by URL or listing number), routes to that listing's primary agent.
4. Language-based — Thai messages → Thai-speaking agents; Chinese → Mandarin-capable agents; etc.
5. Off-hours fallback — after 9pm or weekends, route to Nisa AI (if Pro plan) or to a dedicated after-hours agent.

The other 3 mistakes agencies make

1. Using a personal LINE instead of a LINE OA. Personal LINEs can't connect to webhooks. You must have an Official Account.
2. Forgetting to verify the channel. Unverified channels can't be added to LINE Ads — you lose paid LINE traffic.
3. Not setting business hours. Your agents miss 11pm enquiries because notifications are off at home. Configure off-hours fallback to Nisa or to an on-duty agent.