With the Customer Agent, you can automate how you respond to inquiries from your friends on LINE — from answering questions around the clock, to handing off to an operator when needed.
What is the Customer Agent?
The Customer Agent is an AI that automatically responds to messages from your friends on LINE. You place it as an action within a Workflow, and it answers your friends' questions around the clock, drawing on your Knowledge Base and integrated product data.
You can leave most of your inquiry handling to the agent. All you need to prepare is the Knowledge Base it references and the policy for how it should respond. When an inquiry is beyond what the AI can handle, it can hand off to an operator.
Its role differs from the Marketing Agent's. The Marketing Agent is an AI that assists Members inside Lumo's management screen, whereas the Customer Agent is an AI that responds directly to your friends on LINE.
What the Customer Agent can do
Centered on Knowledge Base search, the Customer Agent searches Shopify products, looks up the customer's own order status, or delegates to an external AI agent as needed, and hands off to an operator when an inquiry is hard to handle.
| Feature | Description | Requirements |
|---|---|---|
| Knowledge Base search | Finds relevant information from the materials registered in your Knowledge Base and answers based on that content | A registered Knowledge Base |
| Product search | Searches your integrated product data for products that match keywords or a price range, and presents them with the price, stock, and product page URL | Shopify integration and enabling it in the action |
| Order and shipping status | Looks up the customer's own orders and reports the payment status, shipping status, tracking number, and order status page URL | Shopify integration, enabling it in the action, and the customer having linked LINE |
| External AI agent integration | Delegates questions to an external AI agent that supports the A2A protocol to obtain specialized answers | The Enterprise plan and setting up an external AI agent |
| Hand off to an operator | Hands off inquiries that are hard for the AI to handle to a staff member (operator) | Available by default |
Knowledge Base search
From the materials registered in your Knowledge Base (such as frequently asked questions, product information, and manuals), the agent finds content relevant to the question and answers it. The accuracy of its answers depends heavily on the contents of your Knowledge Base — the more thorough your materials, the more precisely it can answer.
Product search
You can use this when the Shopify integration is enabled and "Use Shopify product data" is turned on in the action. From your integrated product data, the agent finds products that match keywords or a price range and presents them to your friends along with the price, stock, variants, and product page URL. For products on sale, it also mentions the regular price.
Order and shipping status
You can use this when the Shopify integration is enabled and "Use Shopify order and shipping status (LINE-linked customers only)" is turned on in the action. For questions such as "When will my order arrive?" or "What's my tracking number?", the agent looks up the order number, order date, amount, payment status, shipping status, tracking number, tracking URL, and order status page URL, and answers.
It reports only the orders of the friend themselves, and only when they have linked their Shopify account with LINE. For a friend who hasn't linked, it doesn't disclose anything and instead explains how to link LINE. It never shares shipping addresses, email addresses, or phone numbers.
The agent doesn't cancel, change, refund, or return orders, and it doesn't change shipping addresses. For such requests, it explains that the store will handle it and hands off to an operator.
External AI agent integration
External AI agent integration is available only on the Enterprise plan. When you set up an external AI agent, you can delegate questions to your own in-house AI agent that supports the A2A protocol. You can leave specialized areas to the external agent and return its answers to your friends. A2A is a standard that lets AI agents work together.
Hand off to an operator
When an inquiry is hard for the AI to handle, or when a friend wants to be helped by a person, the agent hands off to an operator. Once it hands off, the Workflow continues on the "Handoff" branch. You can also hide the hand-off button in the action settings.
How the Customer Agent works
The Customer Agent works as a single action within a Workflow. A conversation begins from a trigger, the agent continues responding, and the flow proceeds to the next branch when the conversation ends or is handed off.
| Order | What happens | Notes |
|---|---|---|
| 1 | A trigger starts the Workflow | It starts running on the trigger you configured, such as receiving a message |
| 2 | The flow reaches the Customer Agent action | The conversation with the friend begins here |
| 3 | The friend sends a message on LINE | The agent reads its content |
| 4 | It searches for relevant information | It looks in your Knowledge Base and, when enabled, your Shopify product and order data |
| 5 | It generates and sends an answer | It crafts an answer from the information it gathered and replies on LINE |
| 6 | The conversation ends or is handed off | The friend ends it or it hands off to an operator, and the flow proceeds to a branch |
A conversation ends automatically once a set amount of time has passed since the last message. You choose the length in the action settings, from 30 minutes to 24 hours, with 1 hour as the default. You can also choose in the action settings whether to send the friend a message when it ends. Even after a conversation ends, if the same friend opens a new one within 7 days with something like "continuing from yesterday", the agent answers with the tail of the previous conversation in mind. If the friend doesn't bring it up, the agent doesn't mention it.
Answering the message that started the conversation
When a conversation starts from a Message Received trigger, the agent answers the friend's message that started it right away. If you've set a greeting message, the greeting and the answer go out together in a single send.
| How the conversation starts | What the friend receives first |
|---|---|
| A message with a question or request | The greeting message and the answer to that message. If the greeting message is blank, just the answer |
| A message that matches the "Do not reply under specific conditions" condition | Nothing. The conversation ends without the greeting message either |
| A Rich Menu tap, or a message that's just the keyword itself | Only the greeting message. The agent answers from the next message |
| A trigger other than a message, such as a new friend being added | Only the greeting message. The agent answers from the next message |
A message that only calls up the AI, like an "Ask the AI" button on a Rich Menu, has nothing to answer yet, so the agent greets the friend and waits for the question. When a conversation starts from a message posted in a group or multi-person chat, the agent doesn't answer it there either. It sends the greeting message to the friend's one-on-one chat and answers from the next message.
How it appears on LINE
The Customer Agent's answers come with buttons for controlling the conversation. Which button the friend presses determines which Workflow branch the flow takes.
| Button | Role | Branch taken |
|---|---|---|
| End button | Ends the conversation | "After end" branch |
| Handoff button | Hands off to an operator | "Handoff" branch |
You can change the button labels in the action settings. You can hide the handoff button as needed.
You can also set the AI's name, avatar image, and first greeting message in the action settings.
Common usage patterns
The Customer Agent can be used for a wide range of inquiry handling, from first-line responses to frequently asked questions to product guidance and bridging to human support.
- Automatic responses to frequently asked questions: Answers recurring questions — such as business hours, the return process, and how to use a product — automatically, around the clock
- Product guidance: Suggests products that match your friends' wishes, along with product page URLs, based on product data from the Shopify integration
- First-line order and shipping inquiries: Answers questions such as "Has it shipped?" or "What's my tracking number?" by looking up the LINE-linked friend's own orders, and hands requests such as cancellations off to an operator
- Linking first-line and human support: Smoothly hands off inquiries that are hard for the AI to resolve to an operator
How to use the Customer Agent
You use the Customer Agent by adding the "Customer Agent" action to a Workflow. You configure the response policy, Knowledge Base, and the buttons to display within this action. For the setup steps, see "How to Set Up the Customer Agent".
The accuracy of the answers is determined by the contents of your Knowledge Base. Registering your materials first lets the agent answer more precisely. For registering and managing your Knowledge Base, see "How to Manage the Knowledge Base".