How to Set Up the Customer Agent

The Customer Agent is a feature that lets AI respond automatically to your customers on LINE. You add it as a Workflow action and set the response policy, the reference sources, how it appears in LINE, and how conversations end. Once the policy and sources are in place, the AI answers each question and hands off to a person only when needed.

Adding the Customer Agent to a Workflow

The Customer Agent runs as a Workflow action, so you combine it with a trigger such as receiving a message or a friend being added.

1. Open the Workflow editor
2. Add an action and select "Customer Agent"
3. The settings panel appears on the right

The settings panel is divided into five blocks. Click a block's heading to open or close it; while a block is closed, a summary of its settings appears under the heading.

Response policy: defining the AI's role with the system prompt

You define the AI's basic behavior and personality in the "System prompt". Click "Edit prompt" to open the editor and write the role and response policy.

A customer service template is included from the start. Replace the brand name placeholder at the top with your own company name first, then rewrite the rest in your own words as needed. To start over, use "Reset to default" to return to the initial state.

The more specific your system prompt, the more consistent the quality of the answers.

Adding variables to the system prompt

The system prompt can include variables whose values differ for each friend. Use the variable button under the editor to insert friend fields, properties synced from HubSpot or Klaviyo, and trigger variables. Inserted variables appear as badges and are replaced with each friend's values when the conversation starts.

The template already tells the AI to address the friend by their LINE display name. Adding a membership tier or purchase history property lets the AI tailor its guidance to the person.

Do not reply under specific conditions

When "Do not reply under specific conditions" is enabled and a case described in the system prompt applies, the AI ends the conversation without sending a reply, handing off to a representative, or notifying anyone. Use it for sticker-only posts or internal notes. Describe the condition itself in the system prompt, such as "don't reply when ___".

Reference sources: referencing a Knowledge Base

You choose the information the AI uses for its answers under "Knowledge Base". When you select a document you registered in advance, the AI answers based on its contents.

You can select multiple documents at once. The more frequently asked questions and product information you register, the more accurately the AI can answer.

The Knowledge Base must be uploaded in advance. For how to register it, see "How to Manage the Knowledge Base".

Reference sources: using Shopify products and orders

In a workspace integrated with Shopify, the AI can reference Shopify product data and order data in addition to the Knowledge Base. The two checkboxes are independent, so you can enable product guidance only, order lookups only, or both.

In a workspace that isn't integrated with Shopify, these two items don't appear in the settings panel. For the integration steps, see "How to Integrate Shopify".

Order details are shared only with LINE-linked customers

The AI shares order details only when the customer has linked their own Shopify account with LINE. For a customer who hasn't linked, the AI doesn't disclose anything — even if they give an order number — and instead explains how to link LINE. Nobody can pull up another person's order from a name or an order number.

Even for linked customers, the AI never shares shipping addresses, email addresses, or phone numbers.

The AI doesn't act on orders

The AI only looks up order status and reports it. It doesn't cancel, change, refund, or return orders, and it doesn't change shipping addresses. When a customer asks for any of these, the AI explains that the store will handle it and hands off to a representative. Placing a notification to a representative on the "Handoff" branch makes sure such requests aren't missed.

Which orders the AI can report on

Orders placed after the Shopify integration, plus the 60 days of orders before the integration date, are covered. Shipping status and tracking numbers come from the fulfillment information in Shopify. For a fulfillment without a tracking number in Shopify, the AI only says the order has shipped.

Prices and amounts are reported in the store's currency.

Appearance in LINE: setting the name, avatar, and greeting message

You shape the AI's appearance and first message as seen by your customers. A preview styled like the LINE screen sits at the top of the block and reflects the name, avatar, greeting message, and button settings as you make them.

The greeting message accepts the same variables as broadcasts. Use the variable button in the input field to pick friend fields or trigger variables, and they're replaced with each friend's values when the conversation starts.

Changing the button labels

During the conversation, the end button and the handoff button appear on the customer's screen as quick replies. You can change their wording to clearer terms.

Ending the conversation: setting the auto-end time and messages

A conversation ends automatically once a set amount of time has passed since the customer's last message. Choose the length under "Time until auto-end". The default is 1 hour.

When you enable "Send a message when the conversation auto-ends", you can send the customer any message you like when the conversation ends. A notice such as "The conversation has ended because time has elapsed" makes it easier for the customer to understand the situation.

Even after a conversation ends, if the same customer opens a new one within 7 days with something like "continuing from yesterday", the AI answers with the tail of the previous conversation in mind.

Preparing a message for when the AI can't answer

"Message when AI cannot answer" is the text sent to the customer when the AI couldn't produce an answer. It goes out in three cases: when an error occurs, when the response doesn't come back in time, and when the conversation reaches its exchange limit.

If you leave it blank, a standard message matching the country of your LINE Official Account is sent. Writing it so it also says what to do next — something like "Sorry, we can't answer automatically right now. Please try again in a little while." — keeps the customer from getting stuck.

Designing the branches after the conversation

The Customer Agent action has two branches, "After end" and "Handoff", and where the flow continues depends on the customer's action or the AI's judgment. Placing actions after each branch lets you automate what happens once a conversation ends.

The next-flow list at the bottom of the settings panel shows which branch each connected action belongs to.

Integrations: saving questions and answers to HubSpot

You can keep what a customer asked the AI, and what the AI answered, on HubSpot contact properties. "Save the conversation to HubSpot" appears in the settings panel only when the HubSpot integration is set up.

Only the most recent one is saved in each case, and the previous content is overwritten. Use it when you want "what they asked" to drive a HubSpot segment (list) or workflow.

Integrations: connecting an external AI agent (A2A)

This is an advanced setting that connects an AI agent you developed in-house to the Customer Agent. "External AI Agents" connects to an external AI agent using the A2A protocol, and you don't need to configure it for normal use.

External AI agent integration is available on the Enterprise plan. On other plans the item is shown with a lock, and you can change plans from "Upgrade".

If you don't configure an external agent, the Customer Agent operates on its own.

Adding an external agent

You add external agents from the settings panel, and you can register multiple agents.

1. In the settings panel, click "Add external agent"
2. Enter the following items

For how A2A integration works, see "A2A Integration Overview".

Tips for effective use

The Customer Agent's answer quality and how smoothly handoffs go depend on how you build your settings. Getting the following four points in order before you start is effective.