How to integrate Re:lation, Dify, and LINE WORKS to generate response suggestions with AI and notify LINE WORKS when a chat starts

Are you thinking, "If we could shorten the time it takes to respond to inquiries, we could reduce the waiting time for our customers"?
Re:lation is an inquiry management tool that excels in EC and D2C scenarios, and it becomes even more convenient when integrated with Dify and LINE WORKS. Dify automatically generates response proposals based on the inquiry content and notifies the customer support team via LINE WORKS. This reduces the steps to a response, improves response speed, and allows for quicker customer support.
Previously, API integration required programming, but with our flowbot template, it can be easily set up without code. This article explains the setup method and specific benefits in detail. Please read to the end.

Recommended for

This flowbot is perfect for the following people:

Those who want to establish a system that can quickly respond to increased inquiries in Re:lation
Those who want to maintain consistent response quality by utilizing unified response proposals across the team
Those who want to simplify the steps of AI (Dify) response creation and information sharing to shorten response time
Those who want to use LINE WORKS to prevent duplicate work or omissions in inquiries involving multiple staff members

Benefits and specific use cases of generating response proposals with Dify and notifying via LINE WORKS when a ticket is created in Re:lation

We considered how automation can be beneficial from the perspectives of customer support representatives, quality control personnel, and customer support team leaders.

1. Improving customer response speed

The system where AI automatically creates responses and notifies via LINE WORKS eliminates the need to create responses from scratch. This allows for a reduction in the time required for inquiry responses. When an inquiry ticket is created in Re:lation, Dify generates a response proposal based on past response history and templates. This response proposal is notified to the person in charge via LINE WORKS, who then reviews and edits it before replying to the customer. This is useful, for example, during periods of concentrated inquiries during sales or when dealing with unfamiliar content. By having AI present response proposals, it is possible to quickly decide on a response policy, preventing delays in responses. As a result, the time customers are kept waiting can be reduced, which is the appeal of this system.

2. Supporting customer response with consistent answers

Dify learns the company's rules and tone to generate consistent quality response proposals. This system reduces response variability and provides unified content. Even less experienced staff can refer to the response proposals presented by Dify, bridging the gap with other staff. Furthermore, in situations where tasks were previously assigned to experienced staff based on the difficulty of the response, using Dify's response proposals can prevent reliance on specific individuals. This enables consistent responses and leads to overall quality stabilization. Additionally, by organizing response procedures, efficient business progress can be aimed for. This system is particularly effective in customer responses involving multiple staff members in a team.

3. Improving transparency and efficiency of information sharing

The system of notifying Dify-generated response proposals via LINE WORKS allows the response status to be immediately shared with the entire team. This makes it easier for leaders to grasp the overall progress by visualizing each staff member's response status. Since the information is organized, it becomes possible to accurately determine the next action. By notifying response proposals to a specific LINE WORKS talk room, the entire team can share the latest information. The notification content includes an overview of the inquiry and the response proposal, allowing leaders to instruct the next response based on them. Additionally, by using LINE WORKS' mention function to assign tasks to specific staff, omissions in work can be prevented. Furthermore, by utilizing notifications within the talk room, the response status can be visualized. For example, by setting a rule where the responsible staff reacts to notifications (e.g., confirming read status or posting a completion message), it becomes easier to identify which inquiries are unaddressed. This process realizes a system that reduces the risk of response omissions. Moreover, smooth information sharing can prevent duplicate responses and improve the overall productivity of the team.

From here, we will explain the setup method for "automating the generation of response proposals with Dify and notifying via LINE WORKS when a ticket is created in Re:lation" using Yoom's flowbot template.

[What is Yoom]

How to generate response proposals with Dify and notify via LINE WORKS when a ticket is created in Re:lation

Utilize Yoom's trigger function to obtain information on newly created tickets in Re:lation. Based on this obtained information, instructions are sent to Dify, and AI generates response proposals. By notifying stakeholders through the LINE WORKS API, a system is realized where inquiry information can be shared and responded to smoothly. Generally, programming knowledge is required to achieve this, but with the no-code tool Yoom, it is possible without programming knowledge.

Integration process

Register my app with Yoom (Re:lation, Dify, and LINE WORKS)
Copy the template
Set up app triggers and app integration
Turn on the trigger button and start integration

Items to Prepare in Advance

Re:lation

Re:lation account information (for operating the management screen)
Access token

Click "System Settings" at the bottom left of the Re:lation management screen.
Select "API Token" from the menu in System Settings.
If there is an existing value, click the eye icon of the API token to display the value. You will need this value.
If you want to generate a new one, you can do so from the "+" button at the top right.

Subdomain
- You can obtain it from the URL. The URL for Re:lation is in the following format:
  "https://{subdomain}.relationapp.jp/"
Inbox
- To specify the inbox for tickets, it is smooth to decide which inbox to use in advance. Re:lation official: How to Add, Edit, and Delete an Inbox

Dify

Dify account information (for operating the management screen)
App (Chatbot)
- How to create: Dify Official App Creation
Access token
- Obtain it from the Dify app.
- Open the created app and select "Monitoring" from the left menu bar.
- Click "API Key" within Backend and Service API.
- Click 'API Key' and select 'Create a 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 admin 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, we will set up to register the app information to be integrated into Yoom. Log in to the Yoom workspace and click + New Connection on the My Apps screen.

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

Re:lation

Click the app name from the search results. A screen to enter the values obtained from Re:lation will be displayed.

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
- Enter the API token.

Once you enter the required fields and click "Add," the registration of My App for Re:lation is complete.

Dify

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

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 value obtained in advance.

Once you enter the required fields and click the add button, the registration of My App for Dify is complete.

LINE WORKS

Select LINE WORKS from the search results to transition to the screen for entering 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 registration of My App for LINE WORKS.

Step 2: Copy the Yoom Flow Bot Template to My Project

Click 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 Ticket is Created"

Click on the first step of the template.

Here, you will set up to retrieve ticket information issued by Re:lation.

(1/2) Select Integration Account and Action

This item is already pre-configured.

App Trigger Title
App
Account Information for Integration with Re:lation
Trigger Action

→ Click Next.

(2/2) API Detailed Settings for App Trigger

Trigger Interval
- Set the interval time for the Flowbot to start.
- You can choose from 5 minutes, 10 minutes, 15 minutes, 30 minutes, or 60 minutes. *The shortest interval may vary depending on your plan.
Subdomain
- Can be obtained from the URL: "https://{subdomain}.relationapp.jp/"
Inbox ID
- Click the edit field to display options. Select the inbox to use, and the ID will be quoted.

→ Click Test. → Success. The following items can be retrieved. These are the values used in the next operation.

→ Click Save.

Step 4: Integrate with App to "Retrieve Ticket Details"

Click on the second step of the template. Here, you will retrieve inquiry details from the ticket ID obtained in the previous step.

(1/2) Select Integration Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information for Integration with Re:lation
Action

→ Click Next.

(2/2) API Connection Settings

Subdomain
- Enter the same value as before: "https://{subdomain}.relationapp.jp/"
Inbox ID
- Click the edit field and select the inbox to use from the displayed options. Please select the same inbox as in the previous operation.
Ticket ID
- Click the edit field to display the output obtained in the previous step. Select the ticket ID, and the quote code will be embedded.

→ Click Test. → Success. Inquiry details from the customer can be retrieved. These will be used in the next operation.

→ Click Save.

Step 5: Integrate with App to "Send Chat Message"

Click on the third step of the template.

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

(1/2) Select Integration Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information for Integration with Dify
Action

→ Click Next.

(2/2) API Connection Settings

query
- Please quote the inquiry details from the customer.
- Click the edit field to display the output obtained in the previous operation. Create instructions to be read by Dify from this.

user
- Set an arbitrary identifier using alphanumeric characters.
Variables

It is not mandatory, but utilizing it can make prompts and notifications more flexible and efficient. For example, dynamic information such as "name" or "date" can be automatically reflected in the prompt, reducing the setup effort while enabling a perfect response for the user.

→ Click Test. → Success. Dify's response proposal (response content) can be obtained.

→ Click Save.

Step 6: Integrate with App to "Send Message"

Click on the fourth step of the template.

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

(1/2) Select Integration Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information for Integration with LINE WORKS
Action

→ Click Next.

(2/2) API Connection Settings

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

‍

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

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
- Create the template message to be notified.

Click the edit field to embed the values obtained in the previous operation (sending chat messages to Dify). By quoting the subject or body code of Re:lation, you can verify consistency with Dify's response content.

The output obtained in each step is divided into tabs, so please check them all.

→ Click Test. → Success

→ Click Save. This concludes the steps.

Step 7: Turn ON the App Trigger

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

Turn on the trigger and start the Flowbot with the toggle at the top left of the template.

The Flowbot setup was easily completed without programming. This is the template used this time.

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

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

1. Automatically Respond to HubSpot Inquiries and Instantly Notify via LINE WORKS

When there is an inquiry from a customer in HubSpot, Dify automatically creates a response and notifies LINE WORKS. The person in charge can immediately check the response and start addressing the inquiry promptly.

2. Automatic Response Creation and Notification Based on Intercom Conversations

When a new conversation is created in Intercom, Dify automatically generates a response based on its content and notifies LINE WORKS. The person in charge can immediately check the response content and quickly start handling the task.

3. Automate Google Form Response Creation and LINE WORKS Notification

When there is an inquiry via Google Form, Dify automatically creates a response based on the content and notifies LINE WORKS. This eliminates the hassle of creating responses, allowing you to immediately share information with relevant parties and start addressing the issue.

Summary

In this article, we explained how to set up automation using the integration of Re:lation, Dify, and LINE WORKS. By implementing this automation, you can expect improved response speed, consistency in answers, and enhanced transparency and efficiency in information sharing. Additionally, API integration, which traditionally required programming, can be easily set up with this template without any coding. Even without programming knowledge, you can immediately implement this system. By using this template, you can create consistent responses and share information quickly while minimizing the hassle of setup. Please give it a try and experience the benefits of automation. For more details, please check the banner below.