This feature lets an AI assistant automatically respond to customer questions sent via LINE chat, using your store's information. It answers based on business hours, reservations, products, purchase history, and the FAQ/knowledge entries you've registered — and when it can't handle a question, it either replies with a message you've configured or hands the conversation off to a staff member. This article walks through enabling the feature and configuring each setting.

What this feature can do

• Answer questions about business hours (whether you're currently open, and your next business hours)
• Check reservation availability and take bookings (when reservation integration is connected)
• Help with product search and pricing questions
• Answer questions about purchase history (with the customer's consent) and suggest repeat purchases
• Answer general questions based on your FAQ and knowledge entries (parking, payment methods, access, and more)
• Provide a configured message, or hand off to a staff member, when it can't help

Enabling the feature and basic settings

From the Store management screen, open "App Management" then "AI Assistant Settings."

• Enable AI automated responses — Toggle on/off.
• Response hours — Choose to respond 24 hours a day, or specify a time window (JST). If you set an out-of-hours message, it's sent automatically to inquiries received outside that window.
• Tone and instructions — Freely enter the tone you want and any store-specific policies you want the AI to follow.
• Features the AI can use — Turn business hours, FAQ, products, reservation availability, reservation creation, and purchase history on or off individually.
• Behavior when it can't help — Choose between "message only (no handoff)" or "hand off to a staff member" (see below).

Registering FAQ and knowledge entries

From the Store management screen, go to "App Management" then "FAQ & Knowledge Management" to register information you want the AI to use. You're not limited to product questions — feel free to add anything customers frequently ask about, such as parking, payment methods, access, or store policies. See the separate article "Registering FAQs and Knowledge Articles and Setting Their Visibility" for the publication scope settings (bot / website / LINE mini app).

About purchase history and consent

Personal information such as purchase history is only shared with a customer's own consent. The first time a customer asks about their purchase history, the AI asks for consent; once the customer replies "I agree," it can answer purchase-history questions going forward. Customers can withdraw consent at any time by saying so.

When the AI can't help (message-only vs. staff handoff)

You choose, per store, what happens when the AI can't answer, isn't confident, or the customer specifically asks for a human.

• Message only (no handoff) (default) — No handoff to staff occurs; the AI replies with your configured message (e.g. "Please contact us by phone"). If you leave the message blank, one is generated automatically from your store's phone number. The AI continues responding automatically after this. Recommended for stores without dedicated customer support staff.
• Hand off to a staff member — A notification is sent to your configured escalation destination (email), and the AI's automated responses pause. Staff can then respond from the messages screen (Unified Inbox) in the management console. Automated responses resume afterward (they also resume automatically after a set period of time).

Related help

• Setting Up LINE Integration
• Registering FAQs and Knowledge Articles and Setting Their Visibility
• Unified Inbox (DM Management)
• Back to Store Help Index