The Customer Agent is a feature that lets AI respond automatically to your customers on LINE. You add it as a Workflow action and configure the AI's role, the Knowledge Base it references, and what happens after a conversation ends. Once you tell it your response policy, the AI answers based on the nature of each question and hands off to a human only when needed.
Add 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.
- Open the Workflow editor
- Add an action and select "Customer Agent"
- The settings panel appears on the right
When you configure the AI's response policy and Knowledge Base in the settings panel, the Customer Agent starts a conversation with the customer the moment the trigger fires.
Define the AI's Role with the System Prompt
You define the AI's basic behavior and personality in the "System Prompt", and simply writing the role and response policy there is enough for the AI to answer accordingly.
A customer service template is included from the start, so we recommend using it as is at first and rewriting it in your own words as needed. If you want to revert, use "Reset to Default" to return to the initial state.
| Point | Example of how to write it |
|---|---|
| Define the role | Clarify the AI's position, e.g. "You are the customer support representative for ___" |
| Specify the response policy | Specify how to use polite language, the length of answers, and how to handle questions it cannot address |
| Set restrictions | Clearly state how personal information is handled and which topics to refrain from answering |
The more specific your System Prompt, the more consistent the quality of the answers.
Set the Display Name, Avatar, and Greeting Message
You shape the AI's appearance and first message as seen by your customers, and there are three items to configure.
| Setting | Description |
|---|---|
| AI name | The name of the AI shown on LINE. Enter up to 20 characters. Example: "AI Support", "___ Assistant" |
| AI avatar image | The icon image shown on LINE. Choose a file from "Upload Image". Keep the file size under 30MB |
| Greeting message | A message sent automatically to the customer when the conversation begins. Example: "Hello. Is there anything I can help you with?" |
Reference a Knowledge Base
You choose the information source the AI uses for its answers from the "Knowledge Base", and 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".
Enable Available Tools
In addition to the Knowledge Base, you can enable tools that let the AI look up information on the spot, and the AI automatically chooses the appropriate one from the enabled tools based on each question.
| Tool | What it does |
|---|---|
| Shopify product data | Searches product data integrated with Shopify and answers. Available when the Shopify integration is enabled |
Tools for external services appear only when that integration is complete.
Design the Post-Conversation Branches (True/False)
The Customer Agent action has two branches, True and False, and where it proceeds changes depending on the customer's action, so placing actions after each branch lets you automate what happens once a conversation ends.
| Branch | Condition to proceed | Example use |
|---|---|---|
| True | When the customer taps the end button to end the conversation | Sending a thank-you message, guiding to a survey |
| False | When the customer taps the human handoff button to request a handoff to a representative | Notifying a representative, starting human handoff |
The end button and the human handoff button are shown to the customer as quick replies during the conversation.
Change the Button Labels
You can change the wording of the buttons shown on LINE to clearer terms.
| Setting | Description |
|---|---|
| End button label | The wording of the button that ends the conversation. Tapping it proceeds to the True branch. Example: "End" |
| Human handoff button label | The wording of the button that requests a handoff to a representative. Tapping it proceeds to the False branch. Example: "Talk to an operator" |
| Hide the human handoff button | When enabled, the human handoff button is no longer shown, so customers can no longer request a handoff to a representative |
Set the Message Shown on Timeout
When one hour passes since the customer's last message, the conversation session ends automatically, and you can choose whether to send a message on timeout.
When you enable "Send a message after the 1-hour timeout", you can send the customer any message you like when the session ends. Setting up a notice such as "The conversation has ended because time has elapsed" makes it easier for the customer to understand the situation.
Integrate with 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 agent integration is a feature that integrates with an external AI agent using the A2A protocol, and you do not need to configure it for normal use.
If you do not configure an external agent, the Customer Agent operates on its own.
Add an External Agent
You add external agents from the settings panel, and you can register multiple agents.
- In the settings panel, click "Add External Agent"
- Enter the following items
| Setting | Description |
|---|---|
| Agent name | A name to identify the external agent |
| Endpoint URL (required) | The connection URL of the agent you are integrating with |
| Agent Card URL (optional) | A URL that indicates the capability information of the agent you are integrating with |
For how A2A integration works, see "Overview of A2A Integration".
Tips for Effective Use
The Customer Agent's answer quality and how smoothly handoffs go depend on how you build your settings, so getting the following three points in order before you start operating is effective.
| Tip | Description |
|---|---|
| Make the System Prompt specific | Clearly writing the AI's role and response policy reduces variation in answers |
| Enrich the Knowledge Base | Registering frequently asked questions and product information lets the AI answer accurately |
| Prepare a handoff flow | Placing a notification to a representative in the False branch makes the switch to human handoff smooth |