LINE AI auto-reply: what can the built-in Official Account AI chatbot do?
LINE Official Account now has built-in AI. Add a plan for NT$100 a month, upload your price list or menu, and AI answers your customers’ common questions. So do you still need a separate AI customer service platform? This article covers LINE’s built-in AI chatbot (beta): how to turn it on, what it can do and what its limits are, then compares it point by point with an AI customer service platform to help you decide which suits your business.
The plans and prices described here are for LINE Official Account in Taiwan, which differ from other countries such as Japan.
What is the LINE Official Account AI chatbot (beta)?
In November 2025, LINE launched an “AI chatbot” for Official Accounts, currently in beta. It is included in the Advanced Chat plan, which costs NT$100 a month. You upload PDFs or images of your price list, menu, opening hours and so on, and the system turns them into FAQs. When customers send messages, AI replies based on this content, with no external system to install or connect.
According to LINE, uploaded data isn’t used for AI training. It can be used alongside manual chat and auto-reply messages, and when a customer’s message exactly matches a keyword, the “auto-reply message” takes priority.
How to turn on LINE’s AI auto-reply
- Add the Advanced Chat plan (NT$100/month) in your Official Account settings; accounts without it can’t enable the feature
- Go to “Settings” → “Response settings” and choose a response mode that includes “AI chatbot (beta)”
- Upload PDFs or images of your price list, menu, opening hours, FAQs and so on, and let the system generate FAQs
- Test conversations in the admin first to make sure the answers are correct, then open it to customers
Limits to know before you start
- Monthly reply cap: the beta has a monthly limit on replies, and LINE recommends it for Official Accounts with fewer than 25,000 friends
- Some industries may not be eligible: LINE may not offer it to medical and social welfare (hospitals, clinics, care facilities, etc.), finance, religion, politics and government agencies, or legal businesses
- No guarantee of correct answers: LINE states that this feature uses AI technology and does not guarantee accuracy, suitability or appropriateness
- Works only on LINE: customers on Facebook Messenger, Instagram DMs and your website chat need to be handled separately
- Mainly answers common questions: LINE’s description focuses on answering questions from uploaded data and says nothing about checking time slots, making bookings or connecting to your own systems
How does LINE’s built-in AI differ from an AI customer service platform?
The biggest difference isn’t whether it can answer, but whether it can get things done beyond answering. Here’s a comparison using Chatbotta as an example:
| LINE built-in AI chatbot (beta) | Chatbotta | |
|---|---|---|
| Cost | Advanced Chat plan, NT$100/month | From NT$1,999/month, priced by monthly AI conversations |
| Channels | LINE only | LINE, Messenger, Instagram and website chat share one setup |
| Data sources | Upload PDFs or images to generate FAQs automatically | AI knowledge base, plus live lookups in Google Sheets and your own systems through external tools (MCP) |
| Can it act for customers? | Mainly answers common questions | Checks slots, takes bookings and room reservations, and calls the flows and external systems you design |
| Reply safeguards | LINE states it doesn’t guarantee accuracy | Every reply passes three checks before it’s sent; if it fails, the chat is handed off to a person |
| When something goes wrong | Can be used alongside manual chat | System errors and failed messages also hand off to a person and let the customer know, with staff taking over in the unified inbox |
| Handling specific situations | Answers from uploaded content | Reply rules: when specific knowledge or tool results come up, AI replies following your rules |
Either way, you pay separately for your LINE Official Account’s message plan. AI replies to customers are reply messages and don’t count toward your broadcast quota; see LINE Official Account pricing.
Which should you choose?
- Most questions are about hours, prices and menus, and message volume is low: start with LINE’s built-in AI; NT$100 a month is a very affordable starting point
- You need AI to check availability and take bookings or room reservations: choose an AI customer service platform with booking, such as Chatbotta’s built-in booking system
- Customers also ask on Messenger, Instagram or your website: choose a platform that shares one setup across channels, so you don’t maintain one per channel
- Medical, finance, legal and similar businesses: LINE’s built-in AI may not be available; consider a chatbot platform connected through the Messaging API
- Worried about complaints when AI gets it wrong: choose a platform that checks replies before sending and hands off to a person when something goes wrong, and keep a way for staff to take over
Can you turn on both?
We don’t recommend it. AI customer service platforms reply through the Messaging API, so if LINE’s built-in AI chatbot is also on, the same message may be answered twice. After switching to an AI customer service platform, turn off the built-in AI chatbot and auto-reply messages in your Official Account’s “Response settings”. For how, see the complete LINE auto-reply guide.
To see what AI customer service can do on LINE, see LINE AI customer service; to estimate costs, see pricing, or start using Chatbotta for free.
FAQ
Q: Does AI auto-reply on LINE Official Account cost money?
A: Yes. The AI chatbot (beta) requires the Advanced Chat plan add-on, NT$100/month in Taiwan; broadcast messages are still charged separately under the message plan you choose. Actual fees are as announced by LINE.
Q: Can LINE’s AI chatbot take bookings for customers?
A: According to LINE, it is designed to answer common questions from the PDFs or images you upload; its description says nothing about checking time slots or making bookings. If you need AI to complete bookings or room reservations, use an AI customer service platform connected through the Messaging API instead, such as Chatbotta’s built-in booking system.
Q: Which industries can’t use LINE’s AI chatbot?
A: According to LINE, medical and social welfare (hospitals, clinics, care facilities, etc.), finance (banks, insurance, securities, etc.), religion, politics and government agencies, and legal businesses may not be able to use it. If these businesses need AI auto-replies, they can consider a chatbot platform connected through the Messaging API.
Q: I already use Chatbotta. Do I still need to turn on LINE’s built-in AI?
A: No. Chatbotta replies to customers through the Messaging API. If LINE’s built-in AI chatbot is on at the same time, the same message may be answered twice. We recommend turning off the built-in AI chatbot and auto-reply messages in your Official Account’s response settings.