LINE Auto Reply: How to Set Up LINE Chat Auto Reply [July 2023]

Interested in learning how to set up LINE auto reply for your business? In this article, we’ll explain what auto reply on LINE is, the benefits of using a LINE chat auto reply and finally, how to set one up for your business.

What is LINE Auto Reply?

LINE auto reply is a feature that allows you to send automated responses when customers message you on LINE. This feature enables you to answer your customers 24/7 even if you’re not available at that moment.

The auto-reply feature is not available with a regular LINE account. Instead, you need a LINE Official Account app to send auto-response messages.

This is a picture that describes the two types of auto-reply line messages. They are greeting messages and away messages. — Two types of auto-reply messages

There are two common types of auto-reply messages:

Greeting messages: Automated messages sent to your customers when they first message you
Away messages: Automated responses sent to customers when you can't attend to them right away

In the next section, we’ll share the benefits of using auto replies for your businesses.

Why Use Auto Reply on LINE

When you’re using an instant messaging app like LINE to communicate with customers, they expect immediate replies. Unfortunately, most businesses don’t operate around the clock due to a lack of manpower and limited hours of operation.

To solve this issue, LINE has rolled out the auto-reply feature to help businesses manage their customers’ expectations. Now, businesses can inform customers of their availability by including operating hours and expected response time in the message.

The drop in response time can have a positive impact on customers’ satisfaction as customers value businesses that deliver prompt responses. It reassures them that their messages have been received.

This is an image that describe the benefits of using Line@ auto reply. Setting an away message helps you to manage customers' expectations, while welcome messages help to make a positive first impression with customers. You can also use pre-chat survey to collect customers' information. — Benefits of using LINE chat auto reply

You can make a strong first impression by automating welcome messages. If a customer is contacting you for the first time, they’ll be greeted with a timely and friendly response.

Add a pre-chat survey right after the welcome or away message to collect customers’ information to give agents context about the inquiries before responding.

Now that you understand what an auto reply is, let’s take a look at how to set up LINE auto replies.

How to Set Up LINE Chat Auto Reply

There are three methods businesses can use to set up automated responses to customers who send them a message on LINE.

This is an image that describes the three methods to set up line auto reply message. You can set up auto reply message LINE@ via LINE official account app, LINE official account manager and on respond.io. — Auto Reply LINE: 3 methods to set it up

LINE Official Account App
LINE Official Account Manager
Respond.io’s omnichannel messaging inbox

Let’s take a look at all the different methods below.

How to Set Up Auto Reply on LINE Official Account App

Unlike WhatsApp where you can only send text-based auto-reply messages, LINE allows you to choose other types of messaging mediums: Text, sticker, photo, coupon, rich message, rich video message, video, voice message, surveys and card-based messages.

This is a picture that described the different types of messaging mediums on LINE bot auto reply. You can send text, multimedia files, coupons and surbey with your LINE Official account auto reply. — Types of messaging mediums on LINE Official Account app

You have the freedom to choose other messaging mediums like video to welcome customers. Another benefit of using the auto-reply feature on the LINE Official Account app is that you can add up to five messages within a single auto reply.

This means, in addition to your video, you can complement it by adding a sticker, a coupon, a welcome text and a survey in your auto reply. Here’s the step-by-step to set it up:

This is a screenshot that shows how to create line auto-reply on line official account app. On your LINE Official Account app homepage, tap Auto-response messages. Then, tap the + Add button and select the types of message you want to create on the Auto-response messages page. — How to create auto-response messages on LINE Official Account app

On your LINE Official Account app homepage, tap Auto-response messages. Then, tap the + Add button and select the types of messages you want to create on the Auto-response messages page.

This is a screenshot that shows how to create auto response on auto reply line app. Select the types of message you want, then save it once you're done. Finally, add the title of your auto reply. — How to create auto reply LINE on LINE Official Account app

Here, you have the option to craft your message, upload a photo or video, send a voice message, draft up a survey or create a coupon. The possibilities are endless! To add another message, simply tap the + Add button again. Once you’re done, tap Next.

Next, give your auto-reply message a title. The titles are only for your reference, so name them according to how you want them. For example, if it’s a greeting message, you can simply name it Welcome Message.

This is a screenshot that describs how to create line app auto reply. Turn on the toggle button for scheduling and schedule a time or date for your auto response message. Add in keywords and tap save once you're done. — How to create LINE chat auto reply on the LINE Official Account app

Turn the toggle button on for Scheduling. Choose the timezone that you’re in. Then, select either Dates or Time to schedule your message. Do note that if you select Dates, you won’t be able to schedule the time for your auto-reply messages and vice versa.

The LINE Official Account’s auto-reply feature also allows you to have the option to add keywords for your auto-reply message. Enabling keywords allows your message to be sent automatically when a customer sends a message containing a 100% match.

For example, if you've set menu as a keyword for your auto reply and a customer’s message contains the word menu, the auto-response message will be sent to the customer

Do note that each keyword can only be 30 characters or less and you can add as many keywords as you want, as long as they’re related to the auto-reply. Once you’re done, tap Save to publish your auto reply.

Next, we’ll take a look at how to set up auto reply on the LINE Official Account Manager.

How to Set Up LINE Auto Reply on LINE Official Account Manager

Similar to the LINE Official Account app, you can mix and match the different types of mediums when you create an auto-response message on the LINE Official Account Manager, and you can create up to 5 messages too. Follow the instructions below:

1. Click Automatic-response messages on the left panel of your LINE Official Account Manager homepage.

This is a screenshot that shows the first step of creating line app auto reply. Click automatic response messages on the left panel of your homepage. — How to create auto responses on LINE Official Account Manager

2. Click New message to create your LINE chat auto reply.

This is a screenshot that describes how to create Line@ auto reply message. Click New message to create your LINE auto reply. — How to create Line app auto reply on LINE Official Account Manager

3. Give your auto-reply message a title.

This is a screenshot that describes how to create line@ auto reply. Name the title of your auto-reply message. — How to create LINE chat auto reply on LINE Official Account Manager

4. Check Scheduling to set either the dates or times of your scheduling. Don’t forget to select the correct time zone.

This is a screenshot that shows how to create auto reply LINE@. Check Use scheduling to set either the dates or time of your scheduling. Don’t forget to select the correct timezone. — Auto reply LINE: How to schedule it on LINE Official Account Manager

5. Check Use keywords and enter your keywords in the box below.

This is a screenshot that describes how to create auto-reply line. Check Use keywords and enter your keywords in the box below. — LINE chat auto reply: How to add keywords on LINE Official Account Manager

6. Select the types of message formats and begin crafting your messages.

This is a screenshot that describes how to set up auto reply. Select the types of message format and begin crafting your messages. — Auto reply LINE: Steps to format messages on LINE Official Account Manager

Finally, click Save changes and you’re done.

On the LINE Official Account Manager, you have the option to turn your auto-response message on and off. If you want to turn off your auto-reply, head to the Auto-response message page, find the status column and turn the toggle off.

This is a screenshot that shows you how to check the status of your auto reply. On the LINE Official Account Manager, you have the option to turn on and off your auto-response message. On the Auto-response message page, head to the status column and turn your auto-reply off if it’s no longer relevant to your business. — Check the status of your auto-reply LINE on your auto-response messages page

In the next section, we’ll show you the steps to set up LINE auto-reply messages on respond.io.

How to Set Up LINE Auto Reply on respond.io

While both the LINE Official Account Manager and app give you the freedom to choose the type of formats that you desire, they’re limited to automating greeting and away messages.

If you’re looking for more advanced automation, then you need a messaging platform like respond.io. Here, you can customize and automate responses based on customers’ inquiries, route and assign customers to the right team or agent, and use HTTP requests to exchange contact information with your CRM.

This is an image that describes the benefits of using auto reply on respond.io. First of all, you get to customise and automate responses based on customers' inquiries, you can route and assign messages and finally you get to exchange information with your CRM. — Why use LINE@ auto reply on respond.io

Once you’ve connected your LINE Official Account to respond.io, follow the instructions below to set up both welcome and away messages for your business using Workflows.

1. Click Workflows on the side navigation menu and click on Add Workflow.

This is a screenshot that shows how to set up auto reply on respond.io. Click Workflows on the side navigation menu and click on Add Workflow. — Create a new workflow by clicking Add Workflow

2. Set the Workflow Trigger to Conversation Opened.

This is a screenshot that shows how to set up auto response. Set the Workflow Trigger to Conversation Opened. — Set Trigger to Conversation Opened

3. Add the Date & Time Step to set your business hours.

This is a screenshot of how to Add the Date & Time Step to set your business hours. — Add your business hours

Messages sent during business hours will fall into the Success Branch, while messages sent after business hours will go into Failure Branch.

4. Click on the + button under the Success and Failure Branches to add a Send A Message Step. Make sure you select LINE as your channel.

This is a screenshot that shows how to set up automated reply. Click on the + button under the Success and Failure Branches to add a Send A Message. Make sure you select LINE as your channel. — Add a *Send a Message* Step under the Success and Failure Branches

5. Draft your greeting message in the text field for the Success Branch and your away message in the Failure Branch.

This is a screenshot that shows how to set up automated reply messages on respond.io. Draft your greeting and away messages under Text. — Write your welcome and away messages

6. Add the Ask a Question Step to get customers’ information so you can contact them when you’re back online.

This is a screenshot that shows how to set auto reply. Add the Ask a Question step to get hold of customers’ information so you can contact them when you’re back online. — Add the Ask A Question step to collect customers’ information

The responses can be saved as Variables, Contact Fields or Tags to be used in other parts of the Workflow. Once you’re done, save and publish it.

And those are the steps to setting up LINE auto reply for your business. In the next section, we’ll go through some auto-reply message examples businesses can use for different scenarios.

LINE Chat Auto Reply Message Samples

Businesses can use LINE auto reply for various scenarios – general welcome messages, away messages, holiday greeting messages, business update messages and lead capture messages. Each has its way of engaging with customers and driving their desired actions.

Check out some of these LINE auto-reply message samples that you can use to reply to your customers.

General Welcome

Want to make a strong first impression with your customers? Welcome messages help you build rapport with prospects, ease them into your brand and win trust. Here are some welcome message templates to help you craft your message effectively.

1. “Greetings from [business name]. How may I help you today?”

2. “Hi! Thank you for your message. Sit tight and let us process your inquiry. We’ll be in touch with you soon.”

3. “Hello! Thank you for becoming a part of [business name]! We’re so happy to have you here.”

Away Messages

Away messages are a convenient way to reply to customers’ messages after business hours. Here’s a list of away messages you can use to inform customers that you’re unavailable:

This pictures describes an example of an away message. — An example of an away message

1. “Hello there 👋 thank you for your message. We’re currently unavailable but we’ll get back to you within 24 hours.”

2. “Dear customer, our business hours are [time] to [time]. Please expect a response within that time frame.”

3. “Thank you for contacting [business name], we’re away for a company trip from [date] to [date]. We will get back to you when we’re back on the [date].”

Holiday Greetings

Closed for the holidays? Set an auto-reply message to inform customers about your availability and don’t forget to assure them that you’ll reply to their messages when you’re back. Here are some LINE holiday greeting messages for your reference below:

This is a picture that shows an example of a holiday greeting message. — An example of a holiday greeting message

1. “Wishing you a holly, jolly Christmas🎄 Thank you for your message, but we’re away on holiday from [date] to [date]. We’ll get back to you when we’re back on [date]. Cheers!”

2. “Happy New Year from [business name] 🎊 How may we help you today?”

3. “Happy Valentine’s Day! We’re busy packing bouquets at the moment, but we’ll get back to you within xx hours. Kind regards, [business name].”

Business Updates

Businesses can also use LINE auto-reply messages to update customers on unusual events or developments, such as service interruptions or delayed responses during peak periods. Below are some message samples:

This is a picture that shows an example of a business update message — An example of a business update message

1. “Thank you for your message. We apologize for the service outage and for any inconvenience caused to you. Our team is working hard to fix the issue ASAP. Thank you for your patience 🙏”

2. “Hi there. We’re experiencing a high volume of messages and are doing our best to reply as soon as possible. We’ll be in touch with you within 24 hours.”

3. “Hello! Thank you for writing in. Our services are currently down. We're working on quickly resolving this issue. Meanwhile, check our status page for the latest updates: [link].”

Lead Capture

Elevate your auto-reply message by requesting customers’ contact details. This is a great opportunity for you to turn prospective customers into LINE contacts. Here are some examples you can use for your business:

1. “Hello! Thank you for your message, but we are currently unavailable. Please leave your name and email address, and we will get back to you as soon as possible.”

2. “Hi! We are currently out of the office. Please share your full name and email address below. We will get back to you soon.”

3. “Thank you for getting in touch! Can we get your name and email address before we proceed?”

Now you know the benefits of using LINE auto reply to elevate your business communications and the steps to set it up, it’s time to connect your LINE account to respond.io to get started.

LINE Auto Reply: How to Set Up Auto Reply LINE [July 2023]