Let the AI answer the first question

The AI answers the first question a customer sends on LINE using your knowledge base (FAQs and documents with "AI use" enabled). When it is confident it replies directly; otherwise it says a team member will follow up and notifies the agent. Once an agent has replied, the AI stays out of that conversation.

Setup#

1. Add a few FAQs to the knowledge base or enable "AI use" on documents.
2. Under Settings → Connectors → LINE → Settings, turn on "AI answers the first question" and save. A yellow warning appears when there are no FAQs or documents yet; add content first.
3. Customers receive the answer within seconds. In the message center the reply is marked AI with the matched FAQ and confidence.

Making it better#

• Use Correct on wrong answers.
• Save good agent replies with Add to FAQ so the AI can answer next time.

Good to know#

• The AI's first answer does not use the free quota.
• Hand-offs put the conversation in "waiting for human" and notify the assigned agent, or everyone on duty.
• The metrics card in settings shows the number of AI first answers and the answered rate for the last 30 days.
• If the AI always hands off, the knowledge base lacks matching content or the FAQ wording is too far from how customers ask. Saving agent replies as FAQs is the fastest fix.
• There is no per-customer switch; turning it off sends every conversation straight to an agent.