--- title: "AI support on a LINE Official Account: built-in options or Replai · Replai" url: https://replai.tw/en/guide/line-official-account-ai-support language: en last_updated: 2026-10-14 publisher: "Replai · AIthentic LLC" --- # AI customer support on a LINE Official Account: LINE’s built-in options or Replai A LINE Official Account can reply to customers with LINE’s own auto-response messages and AI chatbot, or connect an AI support agent such as Replai through the Messaging API. For fixed business information such as opening hours and prices, the built-in options are usually enough. When customers ask how a software product works, the answers live in product docs, a help center or GitHub, and conversations need group chats and a handoff to people, Replai is built for that case. ## Ways a LINE Official Account can reply automatically 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. **How a LINE Official Account can reply automatically (October 2026)** | | Auto-response messages | AI chatbot (Beta) | Replai | | --- | --- | --- | --- | | How it replies | Sends a reply you wrote when a message matches a keyword | Generates replies from business information you upload | Answers from your knowledge sources, or only writes drafts a teammate approves | | Where answers come from | Each reply you wrote | Uploaded information such as price lists, menus and opening hours | Files, websites, Google Drive, GitHub repositories and text | | Where you set it up | LINE Official Account Manager | LINE Official Account Manager | Replai, connected by a Messaging API webhook | | Cost | Available to every official account | Part of the chat advanced plan | NT$10 per AI-resolved conversation. No fixed monthly or per-seat fees. [Pricing](https://replai.tw/en/pricing). | | Limits | Replies only when a message matches a keyword | LINE recommends it for accounts under 25,000 friends; some industries cannot use it | No monthly conversation allowance | LINE’s features are described in LINE for Business’s [AI chatbot introduction](https://tw.linebiz.com/column/oa-aichatbot/) (in Chinese); the earlier [AI auto-response messages](https://tw.linebiz.com/manual/line-official-account/oa-manager-smartchat/) were scheduled to end in May 2024. The AI agent platform timeline comes from [Business Next’s report on LINE CONVERGE 2026](https://www.bnext.com.tw/article/92615/line-converge-2026-agentic-ai) (in Chinese): the first agents cover booking, sales and customer service, and pricing has not been announced. ## When LINE’s built-in options are enough 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. ## When you need Replai 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. Automatic customer follow-up when an issue is completed is planned; your team follows up today. - **Tests before publishing:** try questions in the preview and rerun saved tests. ## Connecting Replai to a LINE Official Account Connecting takes three credentials from the LINE Developers Console and one webhook URL, with no developer needed. [Channels](https://replai.tw/en/guide/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. ## What it costs Replai charges for AI resolutions; LINE charges separately under your Official Account plan. 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. NT$10 per AI-resolved conversation. No fixed monthly or per-seat fees. [Pricing](https://replai.tw/en/pricing). [Troubleshooting: when the Agent does not reply or answers wrong](https://replai.tw/en/guide/troubleshooting) ## Keep reading - [Channels](https://replai.tw/en/guide/channels): Connect Replai to a LINE Official Account, including group chats, or add the chat widget to your website. Status of Messenger, Instagram and WhatsApp. - [Human handoff](https://replai.tw/en/guide/human-handoff): When Replai hands a conversation to a person, the two reply modes, each handoff condition and its default, and what your team and customers see. - [Pricing](https://replai.tw/en/pricing): NT$10 per AI-only conversation your team marks resolved. No monthly or seat fees. Payment collection is not yet available; usage amounts are estimates. Replai · AIthentic LLC Last updated October 14, 2026