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FAQs｜Web Widget

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    Product Overview

    The Web Widget (formerly the "Smart Redirect Tool") is a self-configurable web widget that helps brands redirect anonymous visitors to their LINE Official Account and complete identity integration. Through this tool, brands can effectively convert website traffic into identifiable and interactive LINE contacts, achieving data unification between their official website and social media channels.

    When visitors click on the Web Widget and complete identity binding, the system automatically integrates their LINE ID with website visit records (User Unification), further establishing a complete Full-context Profile. This enables brands to:

    • Precisely execute remarketing campaigns and audience segmentation with tags
    • Connect customer service journeys to improve service efficiency
    • Enhance cross-channel personalized interactions and conversion performance

    The Web Widget serves as a key bridge connecting "website traffic" and "social media management," helping brands transform "anonymous visitors" into "familiar contacts" while comprehensively improving interaction depth and operational efficiency.

    Frequently Asked Questions (FAQs)

    Will contacts complete identity integration just by joining the LINE Official Account?

    No.

    Completing identity integration requires more than just joining the LINE Official Account. When contacts are redirected to LINE OA through the Web Widget, the system will automatically populate an identity integration message in the chat input field.

    Contacts must actively send that message for the system to successfully bind their website identity with their LINE identity.

    If contacts only add as friends but do not send the message, integration cannot be completed.

    Is the "Web Widget" the same as the original "Smart Redirect Tool"?

    It's the same tool. After expanding to cover multiple purposes (Brand awareness / Acquisition and redirect / Profile Unification / Lead Capture), the original "Smart Redirect Tool" now goes by its primary name, "Web Widget." All existing redirect and identity integration features are retained, and their location and operation remain unchanged.

    Why are two widget tools showing on my website?

    This usually happens because two redirect widget scripts are installed on your website at the same time. Please check the following:

    1. Confirm whether two redirect tools are enabled in Admin Center

      Go to Web Widget > Installation > Admin Center > Channels > Web channel and make sure only one redirect tool is enabled.

    2. Confirm whether any other redirect widget code remains in your website source code

      If code from another version has not been removed from your website, two widgets may appear at the same time. Remove any extra script so your website loads only one set.

      How to find Admin Center: Web Widget > Installation > Admin Center > Channels > Web channel
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    When should I use the Web Widget and Deeplink?

    Both tools help brands guide users to their LINE Official Account, but they are designed for different use cases:

    Comparison Item Web Widget Deeplink
    Display Format An embedded floating widget on your website that appears automatically while visitors browse A clickable link or QR code that can be placed in any channel
    Best For Guiding website visitors to join LINE and complete identity integration while they are browsing your website EDM, social ads, in-store signage, printed DM, and other online or offline channels
    Identity Integration Supports identity binding between website visitors and LINE identities Not directly supported, but it can be completed together with Web SDK
    Source Tracking Tracks widget impressions, clicks, and identity integration performance Supports multiple links so you can track join performance by channel
    Setup Requirement Requires Web SDK to be installed on your website No SDK required. You can create it directly in the MAAC backend

    Quick rule of thumb: Use the Web Widget when you want website visitors to join LINE and complete identity integration while browsing your website. Use Deeplink when you want a trackable LINE join link that can be placed across different channels. You can use both at the same time.

    What should I do if my website is still using the legacy SDK?

    Remove the legacy widget code, install the new Web SDK and enable the Web Widget module in Admin Center, then create the Web Widget in the MAAC backend. For the full disable and upgrade steps, see 👉 How to upgrade from the legacy website redirect tool to the Web Widget.

    After completing identity integration in MAAC through the Web Widget, will it also sync to CAAC?

    Yes.

    When brands enable the CDH (Customer Data Hub) functionality, the system automatically connects user data across MAAC, CAAC, and Web Chat, achieving three-way identity integration across products.

    Scenario 1: Completing Identity Integration During First Interaction

    • User A visits the brand website for the first time and interacts with the brand through Web Chat. The system identifies them as "Anonymous Visitor A"
    • Next, A clicks the Web Widget on the webpage and completes LINE Official Account identity binding
    • At this point, A will be recorded as "New Contact A" in MAAC

    Integration Results:

    • Because the brand has enabled CDH (Customer Data Hub) functionality, the system automatically connects identities
    • Anonymous Visitor A's Web Chat conversation records will automatically integrate with New Contact A in MAAC, forming complete cross-channel user data

    This process ensures brands can complete social identity integration during the user's first interaction, facilitating consistent subsequent broadcasts and customer service.

    Scenario 2: Returning After Time Gap, Re-integrating Identity

    • After more than 30 days, User A visits the brand website again and interacts with the brand through Web Chat. The system will mark them as "Anonymous Visitor B"
    • If A clicks the Web Widget again and completes LINE binding, the system will recognize them as "Existing Contact A" in MAAC

    Integration Results:

    • In CAAC, both "Anonymous Visitor A" and "Anonymous Visitor B" Web Chat conversation records will be retained
    • However, both anonymous visitors' contact information will integrate with the same Contact A in MAAC, achieving cross-time, cross-identity continuity and identification

    This process ensures:

    • Visitor journeys remain uninterrupted, even across devices and time periods when using the website and LINE
    • Customer service representatives in CAAC can access users' past MAAC interaction records and tag information when viewing conversations

    What is the new "Show when visitor is about to leave (Exit Intent)" option?

    It is a new Display Timing option. The widget appears the moment the system detects the visitor is about to leave the page, capturing the last opportunity to guide them to your LINE Official Account. Detection differs by device:

    • Desktop: triggers when the visitor moves the mouse toward the top of the page (e.g., about to close or switch tabs, or click the address bar) or toward the left edge.
    • Mobile: triggers when a clear, rapid upward scroll is detected after the visitor has already browsed for a while.
    I selected "Show when visitor is about to leave," but the widget didn't appear. Why?

    To minimize false positives and avoid disturbing visitors, this option only shows the widget when the system is confident the visitor truly intends to leave. On mobile, for example, the visitor must have some browsing engagement first and then perform a clear, rapid upward scroll; simply scrolling slowly back up to re-read earlier content, or doing a pull-to-refresh at the top of the page, usually will not trigger it. If it still does not appear, please also check the other conditions such as Page displaying the widget and Display Frequency.

    Which Web Widgets can use "Show when visitor is about to leave"?

    Simply select it under Display Timing when creating the tool. Since this update, all four Goals (Brand awareness / Acquisition and redirect / Profile Unification / Lead Capture) can use "Show when visitor is about to leave."

    What is a "Goal"?

    A Goal is the first choice you make when creating a Web Widget, and it determines the tool's purpose. There are four: Brand awareness (image-only exposure), Acquisition and redirect (guides visitors to LINE or any URL), Profile Unification (binds LINE contacts), and Lead Capture (collects emails). All tools use the same setup flow and simply show different settings based on the Goal you select.

    Can Acquisition and redirect send visitors to a URL other than LINE? How do I see performance?

    Yes. With the Acquisition and redirect Goal, the redirect target can be "Deeplink to LINE" or "Redirect to URL." The Web Widget records the tool's impressions, clicks, and click-through rate; once a visitor clicks and is sent to an external URL, they leave the Web Widget's tracking scope, and downstream performance after the jump must be tracked by the destination site.

    How is Lead Capture different from Profile Unification?

    Lead Capture collects visitor emails through a form and, after Double Opt-in verification, creates sendable Email contacts; Profile Unification binds website visitors to existing LINE contacts to build a complete profile. The former produces an email list; the latter strengthens LINE contacts. For details on Lead Capture, see Feature Overview｜Web Widget - Lead Capture.

    Does Brand awareness have a performance report?

    Brand awareness provides impressions only and currently has no dedicated performance report. To track clicks or conversions, use the "Acquisition and redirect" or "Lead Capture" Goal instead.

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