--- url: https://docs.oakmega.com/en/recipe/line-departments-different-ai.md description: >- On a single LINE Official Account, send regular customers' repair requests to an after-sales AI and VIP customers to a VIP AI that speaks differently and offers different benefits. Using a home appliance brand, this recipe shows how tags, chatbots with Service center transfer, organizations' assigned tags and "Transfer to Agent → Enable AI Agent" work with two OakXgen AIs, with real test screens from a phone. --- This recipe helps a support lead split customers on one LINE Official Account between two AIs: regular customers who send "Repair request" are handled by the after-sales AI, and VIP customers who send "VIP line" are handled by the VIP AI. The two AIs speak differently and can promise different things. ## Who this is for * **Support leads** whose after-sales and VIP services differ, and who don't want one AI saying "repairs take 7 days" one minute and promising VIPs a free loaner the next. * **CRM admins for multiple brands or departments**: one official account covers several brands, stores or departments, and each wants its own AI. By the end you'll have two organizations connected to AI, two chatbots that transfer members to Service Center, and rules that route conversations by tag. As soon as a member is transferred to Service Center, the matching AI replies first, and a person can take over at any time. The examples use a fictional home appliance brand, Demo Appliances. Everything was actually set up in the OakMega manual demo workspace and tested by sending messages from a phone. ## Features you'll use The table below lists the features in this scenario and what each one does: | Feature | Its job in this scenario | Minimum plan | Needs activation? | |---|---|---|---| | OakXgen AI agents and SCRM integration | Prepare an after-sales AI and a VIP AI, each connected to one organization | — | Requires an OakXgen account | | [Tags](https://docs.oakmega.com/en/guide/members/tag-management.md) | The "After-sales" and "VIP Member" tags decide which organization gets the conversation | All plans | No | | [LINE chatbot](https://docs.oakmega.com/en/guide/chatbot/line-chatbot.md) | Reply when a member sends a keyword, add a tag and transfer to Service Center | All plans | No | | [Organization distribute conditions](https://docs.oakmega.com/en/guide/service-center/assignment-rules.md) | Send conversations to the after-sales or VIP organization by assigned tag | All plans | Agent seats are activated separately | | [Transfer to Agent → Enable AI Agent](https://docs.oakmega.com/en/guide/service-center/ai-agent.md) | Turn AI on as soon as a conversation lands in the organization | All plans | Requires custom-developed AI features; set up an AI Agent first (connect in OakXgen, or specify one in SCRM) | ## Flow The diagram below shows what happens from the moment a member asks for help to the AI's reply: ![Flow diagram: a regular member sends Repair request and a VIP member sends VIP line; the chatbot adds the After-sales tag and transfers to Service Center, or only transfers to Service Center; by tag the conversation goes to Demo: After-sales or Demo: VIP Members, both with Transfer to Agent → Enable AI Agent on; each organization's AI replies, and after the service is closed the conversation returns to the default organization](https://docs.oakmega.com/en/recipe/images/line-departments-different-ai-01-flow.png) 1. A regular member sends "Repair request"; a VIP member sends "VIP line". 2. A chatbot replies with one line and transfers the conversation to Service Center. The "Repair request" chatbot also adds the "After-sales" tag. VIP members already have the "VIP Member" tag. 3. The system sends the conversation to "Demo: After-sales" or "Demo: VIP Members" based on the assigned tag. Both organizations have "Transfer to Agent → Enable AI Agent" on, so the AI switch turns on automatically. 4. The AI connected to each organization replies to the member. After the service is closed, the conversation returns to the default organization and is redistributed based on the member's tags the next time they're transferred to Service Center. ## How to set it up ### 1. Create two AIs in OakXgen, each connected to one organization First create the "Demo: After-sales" and "Demo: VIP Members" organizations in SCRM's Service Center Setting, then create two SCRM AIs in OakXgen: * **Demo: After-sales AI**: its role says one-year warranty, repairs take about 7 business days, and free repair can't be promised in advance. * **Demo: VIP AI**: addresses customers as "valued customer", offers a comparable loaner unit free of charge during repairs, and explains the VIP line's service hours. On each AI's **Integrations** tab, connect only its own organization. **Don't connect "All service center organizations"** (that sets Service Center's default AI Agent), or the default organization and any organization you add later will go to it as well. Once connected, the organization's info in SCRM shows it uses a **Specified Agent**. If you don't use OakXgen, you can also specify an Agent for the organization directly in SCRM; see [Let an AI agent handle an organization's conversations](https://docs.oakmega.com/en/guide/service-center/ai-agent.md). For the steps, see the OakXgen manual: [One AI per brand or department](https://docs.oakxgen.ai/zh-Hant-TW/guide/scenarios-tutorials/scrm-per-organization-agents) (Chinese). The two AIs don't share knowledge. If you want the VIP AI to know repair times as well, write them into the VIP AI's own settings. ### 2. Create two tags In **Member & Tag › Tag Management**, add a folder "Support Routing" and create the tag "After-sales" in it. For "VIP Member", reuse the tag you already use for member levels (in the "Member Level" folder). See [Create and manage tags](https://docs.oakmega.com/en/guide/members/tag-management.md). VIP members must have their tag **before** they're transferred to Service Center, for example through membership level rules, a form, or an agent adding it manually. In this demo, an agent added it manually on the member's profile. ### 3. Set up both organizations' distribute conditions and AI In **Service Center › Service Center Setting › Organization**, edit each organization: | Setting | Demo: After-sales | Demo: VIP Members | |---|---|---| | Distribute Condition › Accept System Automatic Distribution | On | On | | Assigned Account | No Account Restriction | No Account Restriction | | Assigned Tag | Restrict Tag: After-sales | Restrict Tag: VIP Member | | Automation › Transfer to Agent → Enable AI Agent | On | On | | Automation › Close → Change Organization | Change to Default Organization and Remove Agent | Change to Default Organization and Remove Agent | The screenshot below shows the distribute conditions for "Demo: VIP Members": it accepts system automatic distribution, the assigned account is unrestricted, and the assigned tag is restricted to "VIP Member". ![The Distribute Condition tab of Demo: VIP Members: Accept System Automatic Distribution is on, Assigned Account is set to No Account Restriction, and Assigned Tag is set to Restrict Tag with VIP Member selected](https://docs.oakmega.com/en/recipe/images/line-departments-different-ai-03-vip-assignment.png) For an animation of turning on "Transfer to Agent → Enable AI Agent", see [Let an AI agent handle an organization's conversations](https://docs.oakmega.com/en/guide/service-center/ai-agent.md). Two things to watch: * **Don't restrict another organization to the same tag.** The demo workspace already had a "VIP Support Team" restricted to the "VIP Member" tag. When two organizations match, **Multiple Organization Condition Match** was set to **Distribute to Default Organization**, so VIP customers ended up in the default organization instead. That's why we changed "VIP Support Team" to not accept system auto-assign. * **Send closed conversations back to the default organization.** Only conversations in the default organization are redistributed. If a conversation stays in its organization, the same member keeps getting that organization and its AI next time, even after their tag changes. The screenshot below shows the finished organization list: ![The Organization tab: Default AI Agent is not set; in Organization Management, Demo: After-sales and Demo: VIP Members both show Accept and Open, with Specified Agent and an OakXgen Webhook URL in the AI Agent column and responsible tags After-sales and VIP Member; VIP Support Team shows Do Not Accept and Close](https://docs.oakmega.com/en/recipe/images/line-departments-different-ai-02-organizations.png) ### 4. Create two chatbots In **LINE › Chatbot**, add two chatbots to the keyword chatbot folder "FAQ". See [Set up a LINE chatbot](https://docs.oakmega.com/en/guide/chatbot/line-chatbot.md): | Setting | Repair request | VIP line | |---|---|---| | Trigger Keyword (Equals) | Repair request | VIP line | | Trigger Add Tag | After-sales | (none) | | Follow-up Actions › Service center transfer | On | On | | Reply message | Got it! We've connected you to after-sales service. Just tell us your product model and what's wrong, and our AI assistant will help you first. | Dear valued customer, you've been connected to the VIP line. Please tell us how we can help. | The screenshot below shows the lower half of the "Repair request" chatbot's settings: Trigger Keyword (Equals) is "Repair request", Trigger Add Tag is "After-sales", and **Service center transfer** at the bottom is on. ![Chatbot settings: Trigger Keyword (Equals) Repair request, Trigger Environment Bot, Trigger Add Tag After-sales, and Service center transfer turned on under Follow-up Actions](https://docs.oakmega.com/en/recipe/images/line-departments-different-ai-04-chatbot.png) The tag added by the chatbot is already visible when the organization is chosen during that same transfer, so there's no risk of the organization being picked before the tag is on. The chatbot's reply reaches the member together with the AI's reply, so keep it to one line like "We've connected you" and leave the detailed answer to the AI. ## What members see The two screenshots below come from the same test friend sending messages on LINE (October 6, 2026). Both times they asked the same question, "My vacuum cleaner is broken and needs repair. How long will it take? Can I get a loaner while it's being repaired?" (The screens are a real test on our Chinese demo account, so the chat is in Chinese.) ① After sending "Repair request", the member first gets the chatbot's "Got it! We've connected you to after-sales service…", and then the after-sales AI asks for the model and purchase date. Asked about repair time and a loaner, the after-sales AI says repairs take about 7 business days and suggests asking the store about a loaner. ② After the service was closed and the tag switched to "VIP Member", the member sent "VIP line" and first got "Dear valued customer, you've been connected to the VIP line…". Then the VIP AI replied, addressing them as a valued customer and explaining that a comparable loaner unit is free during the repair; on repair time, it said that can only be confirmed after inspection. The VIP AI's two replies read: > Dear valued customer, you've reached the Demo Appliances VIP line. You can use a comparable loaner unit free of charge while your item is being repaired. Our earlier reply was incorrect, and we apologize. Please share your vacuum cleaner's model and what's wrong with it, and I can help you start a repair request. The VIP line is open Monday to Saturday, 9:00–21:00. > Dear valued customer, the repair time can only be confirmed after we inspect the fault, so we can't give you a number of days yet. The earlier mention of about 7 business days wasn't based on any information we have, and we apologize. You can use a comparable loaner unit free of charge while it's being repaired. If you'd like help starting a repair request, please share your vacuum cleaner's model and what's wrong with it. ![① Phone LINE screen (Chinese demo account): after sending the repair request keyword, the member gets the chatbot's transfer message and the after-sales AI's reply; asked how long repairs take and about a loaner, the AI says repairs take about 7 business days and suggests asking the store about a loaner; ② Phone LINE screen (Chinese demo account): after sending the VIP line keyword, the member gets the transfer message and the VIP AI's reply, which addresses them as a valued customer and says a comparable loaner is free during the repair; asked again how long repairs take, the AI says the repair time needs to be confirmed after inspection](https://docs.oakmega.com/en/recipe/images/line-departments-different-ai-05-member-2phones.png) Notice that the VIP AI says "Our earlier reply was incorrect, and we apologize." That's because **the conversation history sent to the AI includes the last 10 messages, including the previous AI's replies**: this member had just talked to the after-sales AI about "7 business days", and since the VIP AI's settings don't include that number, it treated it as an error and corrected it. In real use a member rarely changes organization within a few minutes, but if your flow lets members switch between two AIs, keep both AIs' settings consistent, or say in the AI's role settings that "earlier replies may have come from another department". ## How to check it's working * **Service Center conversation**: the system messages read "Auto-assign organization: Demo: VIP Members", "Auto enable AI" and "Auto change status: Open" in that order, and the AI switch at the top is on. ![Service Center conversation: system messages read Auto-assign organization: Demo: VIP Members, Auto enable AI and Auto change status: Open, followed by the VIP AI's reply; the AI switch at the top is on](https://docs.oakmega.com/en/recipe/images/line-departments-different-ai-07-backend-vip.png) * **Service Center filters**: filter **Organization** by the two organizations and **AI Status** by "AI enabled" to see how many conversations the AI is handling in each. * **Tag counts**: in Tag Management, the total count for "After-sales" is the number of people who have sent "Repair request". * **OakXgen conversation logs**: check in OakXgen what each AI actually replied, and adjust its role settings. ## Variations * **Different brands or stores**: replace "after-sales／VIP" with brand A／brand B, add a brand tag through each brand's keyword or rich menu button, and connect each brand to its own AI. * **A shared AI for everyone else**: besides these two organizations, connect a general-purpose AI to **All service center organizations** in OakXgen (or enter a **Default AI Agent** in Service Center Setting); it replies for every organization set to Default Agent, including the default organization. * **AI only after hours**: in OakXgen, set the AI's service hours to "only reply outside set hours" so people handle conversations during business hours. * **A dedicated agent after AI hands off**: add agents to both organizations and turn on **Auto Distribute to Agent**, so an agent is assigned as soon as the conversation is transferred to Service Center; when the AI hands off and turns itself off, that agent takes over. See [Your first week with Service Center](https://docs.oakmega.com/en/recipe/service-center-first-week.md).