How to set up LINE auto-replies: message examples and 3 approaches compared

LINE is the most widely used messaging app in Taiwan and the main channel between businesses and their customers. But as messages pile up, owners and staff notice that most questions are repeats: opening hours, address, prices, how to book. These shouldn’t take up staff time. This article compares three ways to auto-reply on LINE and walks you through building your own auto-reply bot step by step.

The LINE Official Account plans and prices mentioned here are for LINE Official Account in Taiwan, which differ from other countries such as Japan.

Three ways to auto-reply on LINE

In practice, the best approach is to combine them: use menus and flows for clear tasks (booking, leaving an order), use an AI knowledge base to catch free-form questions, and keep a way to reach a person. Chatbotta is designed around this setup, so we use it to demonstrate the full process below. What LINE’s built-in AI chatbot (beta) can do, and how it differs from an AI customer service platform, is covered in LINE AI auto-reply: what the built-in Official Account AI chatbot can do.

LINE auto-reply message examples (ready to use)

Whichever approach you use, write the reply text first. Below are the 6 examples businesses use most; replace “XX” with your details. You can set these as the Official Account’s greeting message for new friends, as keyword auto-reply messages, or save them as saved replies for staff to use manually.

Step 1: Turn on the LINE Messaging API

1. In LINE Official Account Manager, open your account, go to “Settings → Messaging API”, select “Enable Messaging API”, and choose or create a provider
2. Go to the LINE Developers Console and select your Official Account’s channel
3. Open the “Messaging API” tab, issue a Channel access token (long-lived), and copy it

Step 2: Create a chatbot project

1. Sign up and sign in to Chatbotta and answer three questions: your type of business and name, where customers find you, and your website URL and common questions (the last two are optional)
2. Chatbotta reads your website, organizes common questions and builds a first version of your bot. It’s still a draft, and you can chat with it right away
3. In the project’s “Channels”, select “Add channel” and choose “LINE Official Account”. Follow the on-screen steps to paste the Channel access token you copied, confirm it’s the right account and select “Yes, connect this account”. The webhook URL is set up automatically

For detailed steps and troubleshooting, see Connect a LINE Official Account.

Step 3: Design your auto-reply content

Answer common questions with the knowledge base

Organize your hours, address, prices, return rules and so on into Q&As and upload them to the AI knowledge base (you can upload PDF/DOCX files directly, and AI splits them into Q&A pairs). After that, whether customers ask “What time do you open?”, “Are you open today?” or “How late are you open?”, the AI matches them to the same entry.

Build menus and interactions with flows

In Flows, use the “On follow” trigger to set a welcome message, then add “Choices” buttons and quick replies to guide customers to look things up or leave their details. You can also tell the built-in Copilot “I want a flow that lets customers leave their name and phone number” and let it lay out the steps for you.

Keep a way to reach a person

Add a “Hand off to a person” step to the flow, or let staff take over directly in Chats. Whenever the bot can’t handle a question, staff can step in, then select “Return to bot” when they’re done.

Step 4: Test and publish

1. Open “Test” on the right and ask all your common questions once (testing uses the draft)
2. Check the results at the top of the flow; any step with a problem must be fixed before you can publish
3. Select “Publish”, then scan your Official Account’s QR code with your phone to try it for real

Want to learn more about what AI customer service can do for your LINE Official Account? See LINE AI customer service.

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