How AI agents work in Line
An agent is an AI that talks to your customers on calls, SMS, WhatsApp, Web Chat and email. An agent does nothing on its own. It replies only when a workflow sends the call or message to it with an Agent step.
The parts of an agent
You set up each agent in Agents. Open an agent to see three pages: Configuration, Activity and Versions.
Configuration has five tabs:
| Tab | What you set |
|---|---|
| Identity | Picture, name, role and objective. The channels the agent works on, the conversation type, when it can work, and the model. Voice settings show when Calls is on. |
| Conversation | Goals and details to capture, instructions, knowledge, greetings, ending rules and limits. |
| Procedures | Procedures, handover rules and tasks. |
| Tools | What the agent can look up or change, and if it must ask a person first. |
| Test | A test chat and the checks that must pass before you publish. |
Activity shows each run of the agent, step by step. Versions shows every published version.
Who decides when the agent replies
Workflows decide what happens to each call and message. The agent does not choose which numbers, chats or inboxes it answers.
- A call or message arrives on one of your numbers, widgets or inboxes.
- Line runs the workflow for that call or message.
- If the workflow reaches an Agent step, the agent named in that step replies.
- If no workflow reaches an Agent step, the message waits in the Inbox for a person.
The Live on row in the Identity tab shows where workflows use the agent. To change it, open Workflows.
Note: A new number, widget or inbox has a default message workflow with no Agent step. Your agent does not reply there until you add one.
Drafts and published versions
Your edits go into a draft. Customers always get the live version. Select Publish to make the draft live. Each publish makes a new version. A workflow always runs the agent's current published version, so you do not need to publish the workflow again.
Your default agent
Every workspace starts with one agent, marked Default in Agents. You can edit it on every plan. To create more agents, you need the Pro or Business plan.
Who can change agents
Every member can view agents and their activity. Only an Owner or an Admin can edit, test, publish or archive an agent.