LineHelp

Add the Web Chat widget to your website

Owner, Admin

The Web Chat widget puts a chat on your website. Visitor messages come into the shared Inbox. To install it, you copy one script tag from Line and paste it into your website.

Before you start

  • You need the Owner or Admin role to set up a widget.
  • You need access to your website's HTML or to its tag manager.

Add a widget

If Channels > Web Chat already lists a widget, go to the next section.

  1. Go to Channels, then open Web Chat.
  2. Select Add a widget.
  3. Type a Name, for example "Main website".
  4. Select Create.

Line opens the page for the new widget. You can add more than one widget, for example one for each website.

Set where the widget shows

  1. Open the widget in Channels > Web Chat.
  2. In the widget menu, select Widget.
  3. Set the fields:
    • Style — Chat bubble or Ask bar.
    • Allowed domains — one domain per line, for example example.com. A parent domain also allows its subdomains. If you leave this empty, the widget works on any site.
    • Launcher placement — Floating launcher, Custom trigger only, or both.
    • Custom trigger selector — shows when you use a custom trigger. Add this selector, for example [data-line-chat], to any button or link that must open the chat.
    • Hide launcher on pages (Hide ask bar on pages for the ask bar) — one page path per line, for example /checkout. Use * for any text: /account/* covers every page under /account.
    • Position — Bottom right or Bottom left. This field is not shown for the ask bar.
  4. Select Save changes.

Use Appearance and Conversation to set the colours, the avatar, the greeting and the suggested questions. The Preview shows the real widget with your changes.

Install the widget

  1. Open the widget in Channels > Web Chat.
  2. In the widget menu, select Install.
  3. Select Copy to copy the script tag.
  4. Paste the script tag one time on each page, before the closing </body> tag. If you use a tag manager, add it as a custom HTML tag on all pages.
  5. Publish your website.
  6. Open your website and check that the launcher shows.

The chat panel loads only after a visitor selects the launcher.

Important: The script tag contains the launcher placement and the custom trigger selector. If you change either of them, copy the script tag again and replace the old one on your website.

Answer chats

Chats appear in the Inbox. To see only chats, select Web Chat under Views.

The widget's workflow decides who answers first. To see or change it, open the widget and find Handled by. Select Edit workflow.

When your agent handles a chat, the Inbox shows "Line is handling this conversation." above the composer. To answer the visitor yourself, select Take over. To give the chat back to the agent, open the actions menu (three dots) and select Return to AI.

You can send files in a live chat.

Turn off a widget

  1. Open the widget in Channels > Web Chat.
  2. In Turn off this widget, select Turn off.

The widget then does not load on your website. Its conversations stay in the Inbox. Select Turn on to start it again.

Common problems

The launcher does not show on the website. Check these items:

  • The widget is on. Its status in Channels > Web Chat is Live, not Turned off.
  • The website domain is in Allowed domains, or the list is empty.
  • The page is not in the list of hidden pages.
  • With Custom trigger only, no floating launcher shows. The chat opens from your own button.

The custom button does not open the chat. The selector on the button must match the Custom trigger selector. Copy the script tag again after you change the selector.