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Auto-response messages

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. To create a custom answer, follow the steps below.

From LINE Official Account Manager for web browsers:
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 type you want to edit.
5. Uncheck "Use template."
6. Enter your custom message and click Save.

From the LINE Official Account app:
1. Tap the account you want to configure in the Accounts list.
2. Tap AI response messages.
Note: If the "New features" screen appears, tap Get started.
3. Choose Basic or Common from the drop-down menu, then tap the message you want to edit.
4. Uncheck "Use template."
5. Enter your message and tap 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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