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Using chats toggle
To start using the chat feature, follow the steps below.

From the LINE Official Account Manager app:
1. Tap the account you want to configure in the Accounts list.
2. Tap Settings Responses > Response mode.
3. Select Chat.

From the browser version of LINE Official Account Manager:
1. Click the account you want to configure in the Accounts list.
2. Click Settings > Response settings.
3. Next to "Response mode," select Chat.

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Manual chat and smart chat toggle
The "Manual chat and smart chat" option uses LINE's AI technology to automatically reply to users' simple questions.
Note: Currently, this feature is only available in Japan and can only recognize questions sent in Japanese.

When you enable Manual chat and smart chat, appropriate replies will be automatically selected from those registered in Simple Q&A and sent out to users.

If a question is complicated or can't be answered via automatic reply, you can switch to manual chat so you and your staff member can answer directly. (After replying to a user manually, you can switch back to smart chat.)

For more information, see the Help articles below.

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Using manual chat and smart chat toggle
You can enable the "Manual chat and smart chat" option with either of the methods below.

From the LINE Official Account app:
1. Tap the account you want to configure in the Accounts list.
2. Tap Settings > Responses.
3. Under Detailed settings, tap During business hours and select Manual chat and smart chat.

From the browser version of LINE Official Account Manager:
1. Click the account you want to configure in the Accounts list.
2. Click Settings > Response settings.
3. Under Detailed settings, select Manual chat and smart chat for During business hours.
Note:
- Changing the response mode from Bot to Chat will automatically turn off webhooks. Please keep in mind that webhooks will NOT turn back on automatically if you switch to bot mode again.
- The "Manual and smart chats" option is currently only available for use in Japan.

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About Chats toggle
You can connect with your users through your LINE official account via:
• 1-on-1 chats
• Group chats
• The Messaging API

You cannot use the Chats feature (for 1-on-1 and group chats) and the Messaging API at the same time. To use the Chats feature, select Chat mode; to use the Messaging API, select Bot mode.

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About group chats toggle
You can use group chats when you want to communicate with a number of users at once.
Note: LINE official accounts can only join group chats when they are invited by a LINE user.

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Joining a group chat toggle
LINE official accounts can only join group chats when they are invited by a LINE user.

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About Simple Q&A toggle
Simple Q&A uses LINE's AI technology to identify simple user queries and automatically send appropriate pre-registered responses.

There are two Simple Q&A message types: basic template messages and custom messages that you can create yourself.

For information about creating custom responses, see this Help article.

To use Simple Q&A, you need to enable Manual chat and smart chat.

Users' questions are automatically sorted into one of the 19 categories below:

• Common questions
- Greeting, Instructions, Thanks, Unanswerable, Complaint

• General location questions
- Recommendation, Business hours, Reservation, Payment, Price range, Address, Closest station, Website, Phone number

• Detailed location questions
- Wi-Fi, Power outlets, Seats, Smoking, Parking

After a question is sorted, the appropriate pre-registered response will be sent for its category.

Questions related to basic information will be answered using the information registered on your account page.

If you've set keywords for an auto-response message and a user's message contains an exact keyword match, the auto-response message for that keyword will be sent preferentially.
Note:
- Make sure each piece of basic information you want to appear in template messages has been published on your account page.
- It may take several minutes for updated account page information to show up in messages.

In addition to the 19 basic categories listed above, you can also set a business category for your account so you can respond to common questions specific to your business type.

For more information about Simple Q&A business categories, see this Help article.

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Creating custom answers toggle
When pre-made templates aren't enough, you can respond to users with your own custom answers. 
Note: Custom answers can only be created on LINE Official Account Manager for web browsers, and not on the LINE Official Account app.

To create your own custom answers:
1. Click the account you want to configure in the Accounts list.
2. Click AI response messages > Simple Q&A.
3. Click Settings.
4. Click the Basic or Common tab > the message you want to edit.
5. Uncheck Use template.
6. Enter your custom message, then click Save.

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About Simple Q&A business categories toggle
Setting a Simple Q&A business category lets you respond to common questions specific to your business type, in addition to the 19 basic categories offered.

For information about Simple Q&A, see this Help article.

Available business categories:
• Beauty
• Food
• Education
• Hospitality
• Retail
• Other

To set a business category, follow the steps below.
Note: Business categories can only be set on LINE Official Account Manager for PC web browsers, and not on the LINE Official Account app.

1. Click Home > AI response messages > Simple Q&A.
2. Click the pencil icon next to Business category.
3. Select a business category from the pop-up.
4. Click Apply.

You can edit the questions for the business category that you applied from the Specialized tab on the Simple Q&A page.

Specialized responses for business categories are all custom responses and are turned OFF by default.

If you've set keywords for an auto-response message and a user's message contains an exact keyword match, the auto-response message for that keyword will be sent preferentially.

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