How to set up auto-replies on a LINE Official Account

LINE is where customers in Japan, Taiwan and Thailand message a shop, a studio or a clinic. If you run a LINE Official Account, you probably answer the same questions every day: opening hours, prices, delivery fees, how to book. LINE's built-in auto-response messages can answer those for you, so you only handle the messages that need a decision.

The steps below follow LINE's official manual for the LINE Official Account Manager. Menu names can differ slightly by region and language, and LINE updates the interface from time to time.

Setting it up

1. Open the response settings: sign in to LINE Official Account Manager, open Settings (top right), then Response settings on the left.
2. Choose how the account replies and turn on auto-responses: pick the response mode and switch on auto-response messages. The greeting message for new friends is also turned on or off here.
3. Create a message: go back to the home screen, open Auto-response messages and click Create.
4. Fill it in and save: give it a title (only you see it), add keywords and the reply, then save.

The fields that matter:

Field	What it does
Title	For your own management; customers don't see it
Status	When disabled, the message is never sent, whatever the schedule says
Schedule	Send only on certain dates or at certain times, e.g. outside business hours
Keywords	Up to 51 keywords per message; matching ignores upper/lower case and full/half width; emoji can't be used
Message	Up to 5 speech bubbles; you can insert the customer's display name

Two rules worth knowing:

• When a customer's message matches a keyword, that keyword reply is sent first.
• Auto-response messages without keywords are sent at random while they are active. If you only want to answer specific questions, give every message keywords.

Choosing keywords

Customers ask the same thing in many ways, so add several phrasings to one message. For opening hours, for example: hours, open, opening time, close, closing time, are you open today.

Start with the five to ten questions you get most often and create one auto-response per question. Typical ones:

• Opening hours, address, parking
• Prices, delivery fees, payment methods
• How to book, cancellation and rescheduling rules
• Returns and exchanges
• How to reach a person

Writing answers people actually read

A good auto-reply is short, direct and ends with a next step. Compare:

Weak: "Thank you for your message. Our opening hours may vary depending on the date; please refer to our announcements for details."

Better: "We're open Tue–Sun, 11:00–20:00, closed Mondays. Coming today? Reply 'book' and we'll hold a table for you."

When you write them:

• Answer first, then add detail. The first sentence should be the answer.
• One question per message. Long replies don't get read.
• Give a next step, such as "reply 'book'" or "tap Booking in the menu".
• Be precise about prices: say whether delivery is included and when extra charges apply.

Not sure where to start? Paste your price list and shop rules into the free FAQ tool and it turns them into short answers you can paste straight into auto-responses.

After it goes live

Don't set it and forget it. In the first month, spend ten minutes a week checking:

• Which questions still come in: the keyword is missing or the answer is unclear. Add the customer's actual wording as a keyword.
• Which replies cause follow-up questions: usually a missing price condition or next step.
• Whether hours or prices changed: update auto-responses before holidays or price changes, or they will send outdated information.

What auto-replies can't do

Keyword replies are for fixed questions. These still need a person:

• Questions about a customer's own order, quote or special request
• Complaints that need an apology or a fix
• One message asking several things at once

For these, NEXUPIRA's Rex reads the customer's message and drafts a reply for you. You approve it before it is sent — Rex never sends on its own.

FAQ

Can I use auto-replies and chat with customers myself?

Yes. The response mode is set in Response settings; the exact options depend on what your account's manager screen shows. After changing it, send a test message from another phone.

How many keywords can one auto-response have?

According to LINE's official manual, up to 51 keywords per auto-response message, and emoji can't be used as keywords.

Do auto-responses count toward my message quota?

LINE's plans and billing rules change from time to time, so check the current plan details in LINE Official Account Manager and on LINE for Business.

Sources

• LINE for Business (Taiwan) — LINE Official Account manual: Auto-response messages