Integrate Channel Talk, Dify, and LINE WORKS to generate response suggestions using AI when a chat is initiated and notify LINE WORKS.

"We want to handle customer inquiries on our e-commerce site faster without compromising quality." Do you have this kind of challenge? Channel Talk is a customer support tool utilized by many e-commerce businesses. By integrating this tool with Dify and LINE WORKS, you can further improve response speed and accuracy. Using the template developed by our company, you can easily set up API integrations that previously required programming, without any code. In this article, we will explain in detail how to set up using this template. Additionally, we will introduce the benefits of automated workflows and actual usage scenarios. Discover the new form of customer support through this article.

Recommended for

This flowbot is perfect for the following individuals:

Those who want to quickly respond to numerous inquiries and avoid keeping customers waiting
Those who want to utilize unified response proposals with AI (Dify) to maintain consistency in team responses
Those who want to streamline the response creation process in Channel Talk and reduce the burden on staff
Those who want to facilitate smooth information sharing in LINE WORKS and strengthen team collaboration
Those who want to reduce personalized tasks and create a system that anyone can handle

Benefits and Three Specific Use Cases of Generating Response Proposals with Dify and Notifying LINE WORKS When a Chat Starts in Channel Talk

We will consider the benefits that customer support representatives and the entire team can gain from this integration flow.

1. A System for Speedy Inquiry Response

When a chat starts, Dify creates a response proposal from Channel Talk and shares it immediately in LINE WORKS. This process proceeds efficiently, shortening the initial response time.
Since the chat response proposal is generated immediately, customer support representatives no longer need to think of responses from scratch each time. This allows them to quickly confirm the inquiry content and respond promptly. For example, for common questions like "checking delivery status" or "return policy," AI provides response proposals, giving representatives the opportunity to consider polite language and additional product suggestions based on that content. This is expected to further enhance the quality of customer support.

2. Consistency in Responses Supported by AI

Dify creates response proposals based on the company's unique rules and tone. This makes it possible to always deliver a consistent message to customers. Consistent responses lead to a sense of trust where customers feel "reassured no matter which representative handles their inquiry."
Even inexperienced customer support representatives can respond based on AI-generated response proposals, reducing the likelihood of variability in customer support. For example, even when there are questions about product specifications or usage, utilizing response proposals can alleviate the representative's anxiety and facilitate smooth responses. This system helps customers perceive the company as "providing courteous and accurate support."

3. Smooth Customer Support Across the Entire Team

Inquiry content and response proposals are immediately shared with the entire team in LINE WORKS. This ensures that information is not managed personally, and all relevant parties can understand the situation in real-time. By sharing information through notifications, it prevents inquiry responses from concentrating on specific staff members. For example, even if a difficult inquiry arises, experienced staff can immediately provide advice or smoothly proceed with necessary follow-ups by utilizing chat. The chat environment allows for timely interactions, enabling appropriate collaboration and enhancing the team's overall response capability. This system helps avoid situations where one person handles everything, promoting liberation from personalized tasks. As a result, inquiry responses are consistently handled by the entire team.

From here, we will explain how to set up "automating the generation of response proposals with Dify and notifying LINE WORKS when a chat starts in Channel Talk" using Yoom's flowbot template.

[What is Yoom]

How to Generate Response Proposals with Dify and Notify LINE WORKS When a Chat Starts in Channel Talk

Integration Process

Register My Apps in Yoom (Channel Talk, Dify, and LINE WORKS)
Copy the template
Set up app triggers and app integration
Turn on the trigger button and start the integration

Items to Prepare in Advance

Channel Talk

Channel Talk account information (for operating the management screen)
Access Token
- Open the settings from the left menu list in the channel settings and click on Security & Development. You can obtain the secret key (access token) by clicking '＋Create New Authentication Key' from API Management.

Access Key

Once you create an authentication key as mentioned above, you can also obtain an access key.

Dify

Dify account information (for operating the management screen)
App (Chatbot)
- How to create: Dify Official App Creation
Access Token
- Obtain it within the Dify app.
- Open the created app and select "Monitoring" from the left menu bar.
- Click on "API Key" within Backend and Service API.
- Click 'API Key' and select '＋Create New Secret Key' to display the API Secret Key. This corresponds to the access token. More details: Dify My App Registration Method and What You Can Do by Linking

LINE WORKS

Client ID
Client Secret
Scope
- Log in to the LINE WORKS Developer Console with administrator privileges.
- ＞Help: How to Register My App for LINE WORKS (API2.0)
Bot ID
- ＞LINE WORKS Official: Create a Bot
- ＞LINE WORKS Developers Management Screen
Talk Room ID
- Click the three-dot leader at the top right to display the channel ID.

Step 1: Setting Up My App Integration

Here, you will set up the app information to be integrated into Yoom. After logging into Yoom's workspace, click ＋New Connection on the My Apps screen.

A list of apps that can be connected with Yoom will be displayed. Search for the app to be integrated from the search window and proceed with My App registration.

Channel Talk

Click on the app name from the search results. A screen will appear to enter the values obtained from Channel Talk.

Account Name
- Enter a value that is easy to identify. Use a value that can identify the account, such as an email address.
Access Token
Access Key
- Enter the values obtained in advance.

Enter the required fields and click the "Add" button to complete the My App registration for Channel Talk.

Dify

Click on the app name from the search results. A screen will appear to enter the values required for integration.

Account Name
- Enter any value. It is recommended to use a value that can identify the account, such as an email address.
Access Token
- Enter the values obtained in advance.

Enter the required fields and click the add button to complete the My App registration for Dify.

LINE WORKS

Select LINE WORKS from the search results to transition to a screen where you can enter the values required for integration.

Enter the information obtained from the LINE WORKS Developer Console into each field and click the add button.

Help: How to Register My App for LINE WORKS (API2.0)

This completes the My App registration for LINE WORKS.

Step 2: Copy Yoom's Flow Bot Template to My Project

Click on this banner.

The template will be copied to My Project. You can access My Project from the left menu bar.

Step 3: App Trigger "When a New Customer Chat is Created"

Click on the first step of the template.

Here, you will set up to retrieve ticket information issued by Channel Talk.

(1/2) Select Linked Account and Action

This item is already pre-configured.

App Trigger Title
App
Account Information Linked with Channel Talk
Trigger Action

→ Click Next.

(2/3) API Detailed Settings for App Trigger

Webhook Name
- Enter any value that suits the purpose. Example: When Chat Starts
Access Key
- Enter the access key obtained from Channel Talk.

(3/3) API Detailed Settings for App Trigger

Webhook Event
- Start a new chat in Channel Talk and click Test.

→ Click Test. → Successful. The following items can be retrieved. The retrieved items will be used in Dify's prompt (instructions).

→ Click Save.

Step 4: Integrate with App "Send Chat Message"

Click on the second step of the template.

Here, you will set up the prompt (instructions) to be sent to Dify.

(1/2) Select Linked Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information Linked with Dify
Trigger Action

→ Click Next.

(2/2) API Connection Settings

query
- Quote the inquiry content from the customer.
- Click the edit field to display the output obtained from Channel Talk. The code {{details}} is embedded in the pre-configuration, but customization by quoting other codes is possible.

user
- Set an arbitrary identifier in alphanumeric characters.
Variables are not mandatory, but utilizing them allows for more flexible and efficient prompt and notification settings. For example, dynamic information such as "name" or "date" can be automatically reflected in the prompt, reducing setup effort and enabling optimal response to users.

→ Click Test. → Successful. You can obtain Dify's response proposal (response content).

→ Click Save.

Step 5: Integrate with App "Send Message"

Click on the third step of the template.

Here, you will set up the template message to be notified to LINE WORKS.

(1/2) Select Linked Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information Linked with LINE WORKS
Trigger Action

→ Click Next.

(2/2) API Connection Settings

Bot ID
- Click the edit field to display the bot candidates. If you have already created a bot, select the bot to use, and the ID will be quoted.

‍

If you are going to create a bot from now, please refer to the official LINE WORKS article.
＞Official LINE WORKS: Create a Bot
＞LINE WORKS Developers Management Screen

Create a template message to notify.

Talk Room ID
- Click the three-dot leader at the top right of the LINE WORKS talk room. A menu will open, and clicking the channel ID will display the ID. Obtain the ID and enter it in the edit field.

‍

Message Content

Click the edit field to embed the values obtained in the previous operation (Send Chat Message to Dify). You can quote the actual Channel Talk detail code received and post Dify's response content to easily verify consistency.

→ Click Test. → Successful

→ Click Save. This concludes the current process.

Step 6: Turn ON the App Trigger

Once all steps are configured, a completion screen indicating setup completion will be displayed.

Turn ON the trigger and activate the flow bot with the toggle at the top left of the template.

<span class="mark-yellow">The flow bot setup was completed easily without programming.</span> The template used this time is here.

Make the Most of It! 3 Automation Selections Using Dify and LINE WORKS

Dify and LINE WORKS can integrate with other apps, further expanding the scope of automation.

1. More Efficient Inquiry Handling with HubSpot

Based on inquiries received in HubSpot, Dify creates response drafts and notifies LINE WORKS. This reduces the effort of drafting responses and allows for quick handling. Additionally, information sharing within the team can proceed smoothly.

2. Mechanism for Smooth Handling with Intercom

When a new conversation is created in Intercom, Dify generates a draft response and sends it to LINE WORKS. By simplifying the response creation process, it enhances the efficiency of customer support and reduces the workload.

3. Simplifying Inquiry Handling with Google Forms

Based on inquiries received via Google Forms, Dify creates response proposals and notifies LINE WORKS. This generates a unified response proposal, enhancing efficiency while maintaining the quality of responses.

Summary

In this article, we introduced the integration flow of "Channel Talk, Dify, LINE WORKS" that can be achieved without coding. This automation is expected to improve the speed of customer response, ensure consistency in answers, and facilitate smooth information sharing. This flow is designed to be intuitively set up without any programming knowledge. It is ideal for those who want to start automation as anyone can easily get started. Why not make customer support more efficient with this flow bot? Click the banner to check the details.

Well, see you again!