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 performs product searches 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 and other criteria, then presents them | Shopify integration and enabling it in the action |
| External AI agent integration | Delegates questions to an external AI agent that supports the A2A protocol to obtain specialized answers | 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 product search is turned on in the action. From your integrated product data, the agent finds products that match keywords and other criteria and presents them to your friends.
External AI agent integration
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 proceeds to the False 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 product 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 one hour after the last message. You can choose in the action settings whether to send the friend a message when it ends.
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 | True branch |
| Human support button | Hands off to an operator | False branch |
You can change the button labels in the action settings. You can hide the human support button as needed.
You can also set the AI's name, avatar image, and first greeting message in the action settings.
Common Use Cases
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 based on product data from the Shopify integration
- 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."