When leads arrive from LINE, website forms and ads, let the system save them all to one customer relationship management system (CRM), noting where and when each came in. Then assign them to reps by rules you set, such as region, product or rotation. When follow-up is due, the system reminds the rep; if nothing happens in time, it alerts the manager. For automated follow-up on LINE, message only people who added you, cap how often messages go out, give people a way to opt out, and stop automated messages as soon as someone replies so the rep can take over.
1. Why leads slip through
A common picture: ad leads sit in the ad platform, website form entries go to one person's inbox, LINE inquiries sit in the Official Account inbox, and business cards from a trade show sit in a rep's drawer. Each source has someone looking at it, but nobody sees all of it. When reps are busy, replies go out a day or two late; some leads everyone assumes someone else answered, and nobody does. By the time a manager follows up, there's no record of who owned the lead.
2. Collect every lead in one place
Start by having leads from every source saved automatically to one CRM, such as HubSpot, Pipedrive, Vital CRM, Zoho CRM or Salesforce. Companies without a CRM yet can start with Google Sheets. Each record should note:
- Source: LINE, website form, ad, trade show, referral
- The time it came in
- Contact details, and the product or service asked about
- The assigned rep and current status
If the same person comes in twice, say by filling in a form and then adding you on LINE, the system should match the phone number or email and merge them into one record rather than assigning two reps.
3. Assign automatically by rules
There's no standard answer for assignment rules; it depends on how your sales team divides the work. These four are common, and they can be combined:
| Assignment method | When it fits | What to watch |
|---|---|---|
| By region | Reps cover north, central and south separately | Make the address or city field required; unclear entries go to the pending list |
| By product or service | Different reps know different products | Form options must line up with the assignment rules |
| By rotation | Reps do similar work | Assignment should pause for reps on leave |
| By lead source | Ad leads and referrals are handled by different people | The source field must be filled in when the lead arrives |
Once the rules are set, nobody needs to watch assignment every day. Simple settings, such as switching the rep responsible for an area, can be changed on screen; bigger changes to the assignment logic go to the partner.
4. Remind reps when follow-up is due and alert the manager when it's late
After each lead is assigned, the system reminds the rep on the schedule you set: for example, how soon a new lead should get a reply, or how many days without a response after a quote goes out before checking in again. If it still isn't handled in time, the manager is alerted. Managers don't have to ask each rep for updates; the CRM shows where every lead stands and how long it has waited. Reminders can go wherever reps already look, such as email, LINE or Slack.
5. Four rules for automated follow-up on LINE
Many customers in Taiwan are used to contacting businesses on LINE, so companies often want to follow up there automatically. That means sticking to four rules:
- Message only people who added you: don't send LINE messages to anyone who hasn't added your account
- Cap how often messages go out: decide in advance how many messages one person can get in a given period
- Offer a way to opt out: people can say stop at any time, and nothing more is sent after that
- Stop when they reply: automated messages stop at once and the assigned rep is notified to take over
A LINE Official Account needs its integration feature turned on before it can connect to a CRM, and we can help set it up. Names and phone numbers in your lead list are personal data. Under Taiwan's Personal Data Protection Act, personal data should in principle be collected and used only as far as needed, and we don't send personal data the task doesn't need to AI. Check the details with your legal adviser. This is a plain-language summary, not legal advice.
6. Numbers to watch after launch
- Source and assigned rep for every lead
- Wait time from a lead arriving to the first reply
- Leads still in automated follow-up
- Leads who replied and are waiting for a rep
- Leads overdue for follow-up
The short version
To automate lead management, collect every source in one CRM and assign and remind by rules; keep LINE follow-up to four rules: people who added you, a frequency cap, an opt-out, and a stop when they reply.
Frequently asked questions
- We don't have a CRM yet. Should we buy one first?
- Not necessarily. With a modest number of leads you can start with Google Sheets to collect leads and track status, then move to a CRM such as HubSpot or Pipedrive as your sales team or lead volume grows.
- Won't automated follow-up annoy customers?
- That's why you cap how often messages go out, offer an opt-out and stop automated messages as soon as someone replies. You also approve the message wording beforehand.
- Can ad leads go straight into a CRM?
- That can be discussed. Meta Lead Ads, website forms, Google Forms and LINE Official Accounts are common sources; the exact method is confirmed in the free 30-minute consultation.
- How long does it take to launch?
- Connecting one or two sources, assigning reps and sending reminders is a single workflow and usually takes 1–2 weeks; connecting a CRM, LINE and other systems together usually takes 3–6 weeks. Timing depends on the number of systems and how tidy the data is.