This feature lets you register frequently asked questions (FAQs) and store-specific knowledge articles, then choose the publication scope individually for each entry. Questions you want customers to see can be published to your website or LINE mini app, while information meant only for AI responses can be marked "AI-only."

Three publication destinations

Each entry can be published to any combination of the following three destinations independently.

• Use in AI chat — Referenced by the AI chat in LINE as a source for its answers. Not shown directly on the customer's screen.
• Publish on website — Appears on your store's public website, on the "Frequently Asked Questions" page.
• Publish in LINE mini app — Appears on the "Frequently Asked Questions" page of your LINE mini app.

Example: "Do you have parking?" could be published to all three destinations, while an internal response policy could be set to "AI-only" — giving you flexible control over what's shown where.

Registering an entry

From the Store management screen, open "App Management" then "FAQ & Knowledge Management."

• Enter the "Question / Topic" and "Answer / Content." You're not limited to product questions — you can freely register anything from parking and payment methods to access directions and various policies.
• Choose the destinations using the three publication scope checkboxes.
• You can set the category, tags, and display order.
• The list shows a badge for each entry's publication destinations (Bot / Web / App).

Where entries appear

• AI chat — Entries with "Use in AI chat" turned on are used by LINE's automated AI responses (for details, see the separate article "Setting Up LINE AI Chat (Automated Responses)").
• Website — Appears on your public site's "Frequently Asked Questions" page (accessible from the header menu).
• LINE mini app — Appears once you add "Frequently Asked Questions" to your mini app's menu (for adding menu items, see the separate article "Setting Up Mini App Pages and Menus").

Tips for getting the most out of this feature

• Publishing questions you frequently hear from customers to both the website and mini app — not just the AI — also helps customers self-serve without needing the AI at all.
• Keep supplementary information meant only for the AI (response tone, internal notes) set to "AI-only."
• When there's no matching FAQ, the AI won't guess — it hands the conversation off to a staff member. Adding frequently asked questions early gives you peace of mind.

Related help

• Setting Up LINE AI Chat (Automated Responses)
• Setting Up Mini App Pages and Menus
• Back to Store Help Index