Display different LINE OA rich menus based on entry source
In actual operations, brands often guide customers to join the same LINE Official Account through different entry points (for example: official website, ads, event pages). However, customers from different sources often have different needs and communication scenarios. This article will demonstrate how to use tracking links + tags + conditional logic + rich menu in combination to achieve one LINE OA, different entry sources, displaying the corresponding rich menu effect.
Step 1: Create tracking links and add tags
Go to "Apps > Marketing > Tracking Links" feature.
Create separate tracking links for different entry sources (such as Ad A, Event Page B).
In the tracking link settings, automatically add the corresponding tag to the customer (e.g., "source_A", "source_B").
Step 2: Enable the "Auto-add Customer" feature
Enter the LINE channel settings within the system.
Enable "Auto-add Customer".
Ensure that customers who click in via the tracking links have their tags correctly saved to their customer profile.
Flexible applications of auto-adding customers
Regarding "Auto-add Customer", actually not every scenario requires enabling it.
When enabled: suitable for those who want to include all visitors who come in through tracking links into the customer list, making subsequent tag-based routing and marketing tracking easier.
When not enabled: you can instead only interact with and route "customers who already exist in the list", avoiding excessive list growth or the inclusion of non-target audiences.
Therefore, it is recommended to judge according to your business processes and list management strategy :
Do you want to "collect as many" customers as possible, or to "precisely maintain" existing customers?
Quantity of the list vs. quality of the list: which is more important for your business?
This design provides flexibility, allowing brands to decide whether to enable this feature based on needs at different stages.
Step 3: Set up "conditional logic" in the conversation script
Open the conversation script editor.
Insert a "Condition – Match Customer Tag" node.
Set different script flows based on tags (e.g., Source A → Action A, Source B → Action B).
Advanced tip: route not only by tags but also by more conditions
Of course, besides tags you can also use other customer data fields or conversation conditions to make determinations and further create more refined audience experiences.
In this way, the brand can not only route by entry source but also further combine CRM data and interaction recordsto achieve a more personalized customer experience.
Step 4: Configure the rich menu
After the "conditional logic", add an "Action – Set Rich Menu".
for each source tag, map different rich menus.
Source A customers → display Rich Menu A
Source B customers → display Rich Menu B
Practical scenario example: e-commerce anniversary promotion routing marketing
An e-commerce brand is running an "anniversary promotion". The brand wants all customers to join the same LINE Official Account (for centralized management), but different promotion channels have different needs:
Facebook ads: mainly targeting new customers, hoping they see a "new-customer exclusive offers menu".
Member EDM: sent to existing members, hoping they see a "member bonus rewards menu".
Website banner: placed on the homepage to attract browsing customers, hoping to direct them to a "quick access to popular products menu".
If everyone sees the same rich menu upon entering, differentiated marketing cannot be achieved:
New customers may be confused by member benefits, reducing conversions.
Existing members seeing "new customer offers" will feel it's not valuable.
Website traffic customers may have to click several more steps to find the product entry they want, resulting in a poor experience.
The above process can achieve:
Ad segmentation: customers who click different ads see corresponding event information.
Event-driven routing: customers coming from the event page automatically see the event-specific menu.
Member tiering: automatically provide VIP / new-customer exclusive features based on different source tags.
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