Whether both channels are worthwhile depends on your audience and what your team can maintain. Where customers already use LINE, the strongest arrangement is a complete journey rather than two disconnected profiles.
- 1DiscoverFind the business through search, maps or a referral
- 2UnderstandCheck services, prices and practical details on its website
- 3Ask or bookOpen LINE directly on a phone and start a conversation
- 4Receive relevant updatesAfter opting in, receive useful booking or service news
Give each channel a clear job
The website can carry structured, publicly accessible information: services, prices, location, evidence and policies. Search visibility depends on the site, competition and search systems; it is not guaranteed. LINE can then provide a convenient conversation for customers who choose it.
- Website: explain the offer, prices, availability and important conditions before contact.
- LINE: answer questions, confirm a booking and send relevant updates to people who opted in.
- Email and phone: remain visible for people who do not use LINE or need another route.
Use the right LINE route for the device
On a phone, provide a direct LINE link or button so the account opens on that device. On a desktop page or printed item, provide a QR code that can be scanned with a phone. Do not make someone scan a QR code displayed on the same phone.
This is a non-functional example. Replace its languages, staffed hours and reply time with what your team can actually provide.
Set honest contact expectations
- State which languages staff can actually use in LINE, email and phone conversations.
- Show staffed hours and a realistic reply window rather than implying instant support.
- Keep email and phone alternatives easy to find; do not assume every Japanese or overseas customer prefers the same channel.
- Send updates at a frequency and on topics that match what people agreed to receive; monitor responses, blocks and opt-outs instead of following a fixed universal schedule.
Understand the 200-message allowance
As verified on 18 September 2026, LY Corporation's Communication Plan includes 200 counted messages per month. This does not mean 200 broadcasts. The official basis is the number of send occasions multiplied by the number of recipients; one send can contain up to three message bubbles. For example, one counted send to 50 friends uses 50 messages.
LINE chats, greeting messages, automated response messages and Messaging API Reply API messages are listed as not counted in that allowance. Paid plans and additional-message conditions vary; the official page currently displays paid monthly prices before tax. Check the current LY Corporation pricing page before budgeting.
Plan the complete contact journey
Compare our website pricing and web presence service, or read the full business online in Japan guide. Japanese businesses serving overseas customers can also use the companion article on building a complete English website journey.