INSIGHTS / FIELD NOTES
LINE OA and LIFF.
Choosing the right experience for your customers.
Begin with the conversation
Map the questions customers ask before adding more
features.
Define the task
Decide whether a conversation, a menu or a dedicated in-app
flow is needed.
Plan the handover
Make ownership and follow-up clear when a workflow moves
to your team.
Read the full article
Short answer: LINE OA is the chat channel; LIFF is a screen that opens inside that chat. A store that takes bookings needs the OA to talk and LIFF so customers can book, see points and history without logging in again.
What LINE OA does
- Send and receive messages, broadcasts, rich menu
- Keyword auto-replies, or AI via webhook
- Knows who is a friend — but not which customer they are in your store, until it is connected to a system
What LIFF does
- A booking page that already knows who is booking (LINE passes the identity)
- Member card, points, remaining sessions
- Pre-service forms such as allergies and consent
Do you need a CRM?
If LINE data should become a customer history every staff member can see, you need a back office — Nexora CRM or your existing system via API. Otherwise the data stays in the chat.
Put it into practice.
Share your current website or workflow with Nexora on LINE OA to discuss the next
step.