How to Set Up LINE Official Account Auto-Replies, and When to Switch to AI Customer Service

Once you've opened a LINE Official Account and messages start piling up, many shops first think of "auto-reply" 💬 Questions about opening hours, your address or price list get answered as soon as a customer asks, and you don't have to type every reply yourself.

This article first covers roughly how to set up the built-in auto-reply in LINE Official Account, then what AI customer service does differently, and finally shares our LINE AI Customer Service plan prices for your reference 🌸

The built-in auto-reply in LINE Official Account

The LINE Official Account admin panel has its own auto-response feature. Common setups include:

• Greeting message: the first message sent automatically when a customer adds you as a friend
• Keyword replies: when a customer types a word you've set, such as "address" or "opening hours," the matching reply is sent
• Default auto-response: when no keyword matches, a fixed message is sent

LINE adjusts menu locations, button names and available features from time to time, so it's best to follow LINE's official help docs when setting things up. Monthly plans for official accounts also follow LINE's announcements 💡

Keyword replies cost nothing extra and work once you set them up. They only "reply when a word matches," so you need to think ahead about which words customers might type and set them up one by one.

Keyword replies vs. AI customer service: what's the difference

To put it in everyday terms:

• Keyword replies are like a lookup table: when what the customer types matches a word on the table, they get the answer on the table
• AI customer service first reads the information you provide, then builds answers from it

So they're good at different jobs. Keyword replies suit short, fixed info that rarely changes; AI customer service suits questions asked in many different ways whose answers are all in your information, like one service being asked about in several different phrasings.

That said, AI customer service can't answer everything ✨ We first set a "knowledge scope" so it only replies based on the information you provide; anything not found there is handled by the "reply rules for unanswered questions," which can be set.

What our LINE AI Customer Service can do

LINE AI Customer Service is AI customer service connected to your LINE Official Account. Estimated timeline is 15 to 35 business days, counted from the day the scope is confirmed, and the source code and files are handed over to you.

The Starter plan is US$905 and includes:

• AI customer service connected to your LINE Official Account
• Rich menu setup
• Knowledge scope setup
• Reply rules for unanswered questions
• Usage and cost limits
• Chat history
• 30 days of free fine-tuning after launch

The Starter plan doesn't include handoff to a live person, website integration or self-service updates in an admin panel.

Two Platforms plan US$1,680: everything in Starter, plus:

• Website AI customer service (shares a knowledge base with LINE)
• Handoff to a human agent
• Multiple knowledge sources
• Update Q&A content yourself in the admin panel
• List of unresolved questions
• Monthly reply quality spot checks (first three months)

The Premium plan is quoted per project. It can include multiple official accounts, integration with your existing CRM, POS or order system, online booking flows, segmented broadcast settings, or other platforms like Telegram and WhatsApp. We talk with you first and then quote 🌸

What are "usage and cost limits"?

Every time the AI customer service replies to a message, the AI provider charges based on usage. This usage fee isn't included in our price; you pay it directly to the AI provider.

That's why every plan has a "usage and cost limits" setting: set a monthly usage cap first, and budgeting becomes easier.

Conversation logs are kept too, so you can look back at what customers asked and how the AI replied ♡

What the price doesn't include

• LINE Official Account application and monthly fee
• AI provider usage fees
• Writing and organizing the knowledge base content (can be quoted separately)
• LINE Pay or other payment features
• Group chats and push messages

You'll need to apply for the LINE Official Account and the AI provider account yourself; monthly fees and usage fees are settled directly between you and the providers.

After launch, if you'd like someone to regularly update the knowledge content and keep an eye on usage, take a look at AI System Maintenance. The Standard plan starts at US$165 per month and includes 5 hours of knowledge base updates each month plus a conversation quality spot-check report.

Also, if you only want AI customer service on your website for now and aren't connecting LINE yet, take a look at AI Customer Service: Starter plan US$970 Professional plan US$1,455. If you later want LINE and your website together, that's the LINE AI Customer Service Two Platforms plan.

Want to chat a bit more?

Starting with LINE's built-in keyword replies is perfectly fine too. Once the kinds of questions grow, you can think about AI customer service then ✨

To see the full plans, go to LINE AI Customer Service or Pricing & Plans. If you'd like to ask whether your information is a good fit for AI customer service, you can go to Contact Us and chat with us. Consultations and quotes are free.