AI Customer Service for Flower Shops in 2026: What to Automate on LINE and Instagram, Plus 12 Templates for Bouquet Orders, Delivery and Holiday Pre-⁠Orders

What ten kinds of messages does a flower shop get every day?

These are the ten common types. The quoted lines are illustrative examples.

• Price and budget: "What size can I get for NT$1,500?"
• Flowers in stock: "Do you have white roses today?"
• Custom from a photo: "Can you make it like this picture?"
• Delivery and fees: "How much to deliver to Neihu?"
• Delivery time: "Can it reach my office before noon tomorrow?"
• Holiday pre-⁠orders: "Can I pre-⁠order a Valentine's bouquet yet?"
• Opening and funeral flowers: "I need a pair of flower stands for a funeral the day after tomorrow."
• Cards and signatures: "Can you write the card for me?"
• Payment and invoices: "Can I pay by bank transfer and get a company invoice?"
• Condition and refunds: "The flowers arrived drooping."

The answers to the first few are the same every day. The last few involve flower supply, the delivery schedule, someone's celebration or bereavement, and money. That is where the work divides.

Which messages can be automated, and which must go to the owner?

If the answer is the same for every customer, automate it. If it depends on today's flowers or the delivery schedule, the AI only collects the details and says when a person will reply.

"Partly" means the AI can explain the rules and collect details, but "delivered by noon tomorrow" needs the owner to check the schedule first. When a customer sends a photo and asks "can you make the same one", the AI must not say yes either; it can only say the photo is a style reference.

How should a bouquet order flow?

Classify first, collect second, confirm last. Complaints and funeral flowers take a separate path, because the time, the venue and the signature cannot be wrong.

The area and deadline check can only follow the rules you wrote down. Anything not written goes to the owner.

How do you write shop rules and knowledge for the AI?

A flower shop needs at least five things in writing: price bands, delivery and order acceptance, holiday rules, condition and refunds, and things the AI must never promise. Write the holiday rules separately and update them every year. For the full method, see How to write AI customer service rules. The template below stays in Chinese because it is meant to be pasted into your tool.

【花店知識與規則範本】（括號內換成你的內容）

一、價格帶：（價位）｜（大概尺寸與份量）
花材依當季與進貨調整，照片僅供參考風格

二、外送與接單
可送區域與運費：（區域）｜（運費）
當日送：（幾）點前下單，指定時段：（可／不可）

三、節日預訂
（節日）開放與截止：（日期），先付款：（規則）

四、取消與花況
取消與改期：（期限與規則）
花況問題：收到後（多久）內附照片反映

五、一定轉真人
接單與送達確認、指定花材、開幕與喪禮花禮、
範圍外地址、客訴、取消、退款與補送

六、不可以說
不說「可以做得跟照片一模一樣」
不說花「保證開幾天」（花況受溫度與照顧影響）
不自行確認接單、同意退款、補送或折扣
不追問往生者資訊

The six sections are: price bands (with "flowers vary by season and supply, photos are a style reference"); delivery and order acceptance; holiday pre-⁠orders; cancellation and flower condition; what always goes to a person (confirming orders and delivery times, named flowers, opening and funeral flowers, out-⁠of-⁠area addresses, complaints, cancellations, refunds and replacements); and what the AI may not say (no "exactly like the photo", no promise of how many days the flowers will last because temperature and care affect them, no confirming orders, refunds, replacements or discounts on its own, and no questions about the deceased).

12 copy-⁠ready reply templates for flower shops

Each template has an answer, a next step and a way to reach a person. They stay in Chinese because your customers will read them; each has a one-⁠line English gloss. For LINE keyword setup, see LINE auto-⁠reply setup and examples.

First message

Gloss: greets the customer, asks for occasion, budget, delivery date and area, invites style photos, and says when the florist will reply.

你好，這裡是（店名）。
想訂花請告訴我：用途、預算、送達日期與地區，
喜歡的風格可以直接傳照片。花藝師（時間）前回覆。

Price and budget

Gloss: lists price bands with sizes, notes flowers vary by season, and offers a suggestion based on occasion and budget.

花束大約分成：（價位）（份量）、（價位）（份量）。
花材依當季調整，告訴我用途和預算，花藝師幫你配。

Custom from a photo

Gloss: thanks the customer, explains colours and varieties may differ with season and supply, and says the design will follow the photo's style and colours.

收到參考照片！花材隨季節與進貨變化，顏色品種可能不同，
我們會以照片的風格與色系設計，花藝師（時間）前回你。

A named flower

Gloss: says availability depends on this week's supply, the florist will check, and asks whether a similar colour is acceptable.

（花材）有沒有貨要看當週進貨，我先請花藝師確認。
如果缺貨，可以接受相近顏色的花材替代嗎？

Delivery area and fees

Gloss: lists areas and fees, the same-⁠day order cut-⁠off, and says out-⁠of-⁠area addresses are checked by the owner.

外送範圍與運費：（區域）（運費）、（區域）（運費）。
當日送請在（時間）前下單，範圍外地址由店長確認。

Requested delivery time

Gloss: collects date and time slot, recipient name and phone, address and floor, and states this is not yet a confirmed order.

請告訴我：送達日期時段、收件人姓名電話、地址與樓層。
這還不是接單確認，店長確認配送排程後會再回你。

Holiday pre-⁠orders

Gloss: announces the pre-⁠order deadline, whether time slots can be chosen on the day, and says the owner's reply confirms the order.

（節日）花束預訂中，截止（日期），當天（可／不可）指定時段。
請告訴我預算、色系與取花方式，接單以店長回覆為準。

Opening flowers

Gloss: congratulates, collects date and delivery time, address, style, budget, signature and message.

恭喜開幕！請告訴我：日期與送達時間、地址、
款式與預算、署名與賀詞。店長確認後（時間）前回覆。

Funeral flowers

Gloss: promises careful handling, collects the service date and time, venue, style, budget and the sender's name, and says the owner will confirm personally.

收到，我們會謹慎處理。請告訴我：告別式日期時間、
會場地址、款式與預算、敬輓人署名。店長會親自確認。

Cards and signatures

Gloss: offers to write the card, copies the text exactly, and confirms it with the customer before sending.

卡片可以代寫！請傳要寫的內容與署名，
我會照原文抄寫，送出前再跟你確認一次。

Order confirmed

Send this only after the owner has confirmed flowers and delivery.

Gloss: confirms the style, amount, payment method, delivery slot, address and recipient, and states the cancellation and refund rules before payment.

已確認接單：（款式），（金額），（付款方式）。
送達：（日期時段）（地址），收件人（姓名）。
取消與退款規則：（規則），請付款前確認。

Complaint about flower condition

Gloss: apologises, asks for photos of the whole bouquet and the flower heads plus the time received, and says the owner will reply personally.

很抱歉花的狀況讓你失望了。請拍整束與花頭的照片，
告訴我收到的時間。已轉給店長，（時間）前親自回覆你。

LINE or Instagram and Facebook as the main channel?

A common pattern is Instagram for showing work to new customers and LINE for taking orders. Pick one side as "where an order becomes final" and let the other only send people there.

Facts FRIDAI Editorial confirmed on official pages today:

• The LINE manual states that auto-⁠response messages are sent when a user types a specific keyword, up to 51 keywords can be registered, emoji cannot be keywords, and a sending period can be set by date or time, which suits holiday pre-⁠order messages that should only appear during the pre-⁠order window.
• LINE's FAQ lists the Light usage plan (輕用量方案) as free per month with 200 free messages, and notes that plan pricing changes from 1 November 2026.
• Meta's developer policy page states that a business has up to 24 hours to respond after a user messages, and that a Human Agent tag lets a person reply manually within 7 days.

Distance selling and the seven-⁠day cancellation right: state it before you accept

FRIDAI Editorial is not a lawyer. What follows quotes only statute text from the Laws and Regulations Database of Taiwan. Whether it applies is decided by the competent authority; if in doubt, ask a consumer protection officer.

Consumer Protection Act

• Article 2 item 10 defines a distance sale (通訊交易) as a contract made through the internet and similar means where the consumer has not been able to examine the goods or services.
• Article 19 paragraph 1 lets a consumer in a distance sale cancel within seven days of receiving the goods, without giving reasons or bearing any cost, unless there is a reasonable exception.
• Article 18 requires the business to give the consumer, in clear written wording, the period and method for cancelling and which goods or services are excluded from the cancellation right.

Reasonable exceptions must be disclosed first

Article 2 of the Rules on Reasonable Exceptions to the Right of Cancellation in Distance Sales (通訊交易解除權合理例外情事適用準則) lists situations including goods that are perishable, have a short shelf life or are about to expire, and goods customised at the consumer's request, and states that the right is excluded only when the business has informed the consumer. We will not conclude for you that fresh flowers are definitely an exception, but the text does require disclosure first: put your cancellation rules in the order confirmation so the customer sees them before paying. When a customer asks for a refund, the AI only collects details and notifies the owner; it does not say on its own whether a refund is possible.

Four common pitfalls when a flower shop adopts auto-⁠replies

• Letting the AI say "yes, we can match the photo". When the bouquet arrives, the customer comes back with a screenshot.
• Not writing separate holiday rules. The AI agrees to a time slot under normal rules that the delivery schedule cannot meet.
• Keeping refund rules only in the owner's head. All the AI can say is "let me ask".
• Writing the delivery area only as "Greater Taipei". For addresses on the edge, the AI cannot tell.

FAQ