AI agents
Create an agent, give it knowledge and decide what it can do.
- How AI agents work in LineAn agent answers calls, texts, WhatsApp, Web Chat and email for you. It replies only when a workflow has an Agent step that names it.
- Create an agentIn Agents, select Create agent, give it a name and an optional template, set it up, then publish it and add it to a workflow.
- Give your agent knowledgeAdd documents such as policies and FAQs in Agents > Context, then turn them on for the agent in its Conversation tab.
- Choose if your agent sends replies or drafts themThe Agent step in a workflow has a mode. Act sends replies. Draft saves each reply for a person to approve. Calls run only in Act.
- Hand a conversation over to a personAdd handover rules in the agent's Procedures tab. When a rule matches, the conversation waits for your team. You choose if the agent keeps answering while the customer waits.
- Test your agent before it goes liveUse the agent's Test tab to chat with the draft on each channel. Nothing is sent or changed. Then check live runs in Activity.
- Use the Line Assistant for your teamLine Assistant works for your team, not your customers. Message it in team chat, email it or text it to update knowledge, draft workflows and review your account.