AI customer support on a LINE Official Account: LINE’s built-in options or Replai

As of October 2026, a LINE Official Account has three ways to reply automatically: LINE’s built-in keyword auto-response messages, the AI chatbot (Beta) in the chat advanced plan, and an outside service connected through the Messaging API, such as Replai. At LINE CONVERGE 2026, LINE also announced an AI agent platform in the OA Plus console, planned for the first quarter of 2027.

LINE’s features are described in LINE for Business’s AI chatbot introduction (in Chinese); the earlier AI auto-response messages were scheduled to end in May 2024. The AI agent platform timeline comes from Business Next’s report on LINE CONVERGE 2026 (in Chinese): the first agents cover booking, sales and customer service, and pricing has not been announced.

If customers mostly ask about opening hours, prices, location or bookings, and a few replies cover the answers, LINE’s auto-response messages or AI chatbot take the least setup and need no other service.

Customers of a SaaS team ask how the product works, why a setting has no effect, or when an issue will be fixed. The answers live in product docs, a help center or a code repository, and often need an engineer to step in. Replai is built for that case:

• Learns from product documentation: PDF, Word, Excel and Markdown files, whole websites (up to 200 pages per import), Google Drive and GitHub repositories, refreshed by reimporting when a source changes.
• Answers in LINE group chats: a group mode decides when the Agent speaks (Silent, Mention Only, Keyword or Smart Reply), for teams that serve business customers in LINE groups.
• Hands off with the history: when the customer asks, when the Agent cannot answer or when the customer is frustrated, the conversation goes to the team’s shared inbox and can return to the AI afterwards.
• The same Agent answers on your website: the website chat widget uses the same knowledge and rules.
• Connects to Linear: files or links Linear issues from support conversations and follows up with the customer when the issue is completed or canceled.
• Tests before publishing: try questions in the preview and rerun saved tests.

Connecting takes three credentials from the LINE Developers Console and one webhook URL, with no developer needed. Channels has each step in detail.

1. Sign in to Replai with Google, create an Agent and add your product documentation.
2. Try your customers’ most common questions in the preview.
3. Paste the Messaging API channel’s Channel ID, Channel Secret and Channel access token into Replai, then paste the webhook URL Replai shows back into LINE and verify it.
4. In LINE Official Account Manager, set the response mode to “Chatbot” and turn off LINE’s own auto-response so customers do not get two replies.
5. Publish the Agent.

Using Replai involves two plans: Replai’s, and your LINE Official Account’s own. Replies the Agent sends within about 50 seconds of a customer’s message are free on LINE; later messages, such as a teammate’s reply some time after a handoff, go out as LINE push messages and count toward your LINE plan’s monthly message allowance.

Replai Starter is NT$799 a month with 300 conversations and a 14-day free trial; Growth is NT$2,999 a month with 2,000 conversations. A LINE group chat counts as one continuing conversation. See pricing.