Reply to customers who message the store's LINE OA

AI answers customers once the store turns it on, and each reply uses credits

AI answers customers only in stores that turn it on: switch on "AI replies to customers on your LINE OA" in Settings > Store features, then "Let AI answer customer questions" on the AI replies on LINE page. Each AI reply uses the store's credits by actual usage, about 0.1-0.2 credit and not more than 1 credit a reply. Every reply ends with a line saying it was answered by AI and may be inaccurate.

Good to know

• If credits run short the AI does not reply: the message goes to Needs staff, the customer gets the store's acknowledgement and staff are told credits are short. Credits never go negative.
• Messages the AI does not answer (handed to staff) use no credits.
• Turning AI replies on, or raising the daily limit, needs permission to manage credit budgets (the owner by default). A manager can turn it off or lower the limit.
• If you do not see the LINE customer inbox, the add-on is not switched on for your store.

Answer messages waiting for staff

The LINE customer inbox lists the customer who has waited longest first. Each conversation shows why it was handed to staff, such as a complaint, refund request, reservation, order status question, or an image or file.

Steps

1. Open the LINE customer inbox and choose a conversation under Needs staff
2. Tap "Take over"; AI is switched off for that conversation
3. Type in "Reply to customer" and tap "Send"
4. When done, tap "Resolve and let AI continue" or "Close conversation"

Good to know

• If a reply is saved but not delivered, check the settings on the Connect LINE page.
• Refunds and discounts are for staff to decide; the AI never promises them.

AI settings and frequently asked questions

The owner or a manager sets "Let AI answer customer questions", the reply tone, the hours the AI may reply, the acknowledgement sent when handing to staff, an online order link, the maximum AI replies per day, and the frequently asked questions. The page shows the credits per reply and the most a day can use at the chosen daily limit.

Good to know

• The AI answers only from the store's FAQ, branch names, and menu names, prices and availability, except items set to "Hide from customer AI on LINE" on the menu screen.
• The acknowledgement sent when handing to staff is already in use today.

Get customer messages into BoxBak

Messages arrive once the Connect LINE page has both the access token and the channel secret of the Messaging channel. Then copy the webhook URL from the AI replies on LINE page into LINE Developers.

Steps

1. Enter the access token and Messaging channel secret on the Connect LINE page and save
2. Open the AI replies on LINE page and copy the webhook URL
3. In LINE Developers, paste the webhook URL, turn on Use webhook and turn off LINE's own auto-reply messages