1CS’s LINE AI Supervisor doesn’t leave an unsure AI answer sitting in a queue — it posts the question into your team’s LINE group, with three one-tap replies and a 10-minute clock before the case escalates into 1CS anyway. That safety net only helps a customer if someone in the group sees the card in time, and two ordinary LINE settings decide whether they do.
What actually happens when your AI isn’t sure
When a customer asks for a human, or asks something the AI can’t confirm on its own, 1CS posts a card into the connected LINE group with the customer’s question, a conversation summary and, if the AI drafted one, a suggested answer. Admins get three buttons: ส่งเลย (“send it,” approving the AI’s draft as-is), แก้ก่อนส่ง (“edit before sending,” which opens a reply tagged with the case number for an admin to type an answer that the AI then rewrites in its own voice before sending), and รับเคสเอง (“take the case,” which routes it into 1CS immediately under your normal escalation rules). All three work from inside the group chat — no separate app to open. Each consult costs 2 1CS credits whether or not anyone answers it, and the wait is fixed at 10 minutes with no setting to change it yet: no reply in that window, and the case escalates into 1CS the normal way, as if the consult had never happened. That’s where LINE’s own settings start to matter.
Two LINE settings decide if the ping lands in time
Muting LINE is app-wide, not per-chat. LINE’s own Help Center describes muting under Home > Settings > Notifications, with exactly two options: “Mute for one hour” or “Mute until 8 am” — there’s no setting on that page to mute one specific chat or group alone (LINE Help Center). If whoever’s on duty mutes their whole app for the night, the AI’s consult card goes quiet along with everything else, and the case has already escalated at the 10-minute mark before anyone notices.
A LINE group has no “view only” role. LINE’s Help Center states a group can have up to 499 invited members (500 counting the creator) with the “members join automatically” setting off, or only 99 invited (100 total) with it on (LINE Help Center). Either cap is far more than a typical shop needs — the real issue is that a standard LINE group has no admin-only or read-only membership tier. Anyone invited sees every customer question the AI sends in. Keep this group limited to people actually trained to answer, not a wider list added just to “keep an eye on things.”
Set up in 1CS
Go to AI > AI ปรึกษาผ่าน Line (AI consult via LINE). First add the “1CS Thailand” LINE OA as a friend, create (or pick) a LINE group for your admins, and invite “1CS Thailand” into it. Back on the same page, tap “สร้างรหัสเชื่อมต่อ” (create connection code) for a 6-character code, then type that code into the group chat — the bot confirms the connection and the page’s status changes to “เชื่อมต่อแล้ว” (connected). One account links to one group only. Then switch on “ถาม LINE group ก่อน escalate” (ask the LINE group before escalating) and edit the wait message shown to the customer, which supports a {minutes} placeholder. Test all three buttons and the 10-minute timeout through a real LINE conversation before going live — the in-app Chat Preview never actually posts a card to the group. The full click-by-click walkthrough is in Thai: ตั้งค่า LINE AI Supervisor in the 1CS help center; the feature itself is LINE Admin Consult. For the broader question of what an AI agent should resolve on its own versus hand off from the start, see How to design an AI agent that knows when to hand off.
A pinned message to copy for the group
Pin this at the top of the consult group, filled in for your own shop:
📌 This group is [shop name]‘s AI consult channel — read before muting it.
- Don’t mute this group during business hours ([opening time]–[closing time]) — the AI posts customer questions here before anything escalates.
- See a consult card? Reply within [10] minutes, or the case auto-escalates into 1CS on its own.
- “Send it” = the AI’s suggested answer is correct as-is.
- “Edit before sending” = the wording or price needs a fix first.
- “Take the case” = too complex for an AI answer — you’re handling this customer directly.
- Check with [manager name] before inviting anyone new — everyone in this group sees real customer questions.
If the case that slips through happens to be a customer who’s already frustrated from waiting, the next move is covered in What to say when an angry customer threatens to report you.
