Hear the bad review before it goes public
An agent that asks each customer for a one tap rating on LINE after the job is done, thanks the happy ones and alerts the owner to the unhappy ones with a drafted reply
The problem
A clinic, salon, repair shop or delivery business only learns a customer was unhappy when the review appears on Google Maps or Facebook. Asking everyone by hand does not happen, and paper feedback forms end up in a drawer.
How the agent works
It starts
When a booking or order is marked complete in the shop's sheet or booking system, the agent waits a set time (two hours for a salon, next morning for a delivery) and sends one push message from the LINE OA to that customer: a short Thai or English question with five quick reply buttons for the rating and one for skip.
The agent works
The tap comes back as a postback through the webhook; the agent logs the rating, the service and the staff member to a Google Sheet, with no typing from the customer. Four or five stars get a thank you and, if the owner wants, a review link; three stars and below trigger one follow up question in the chat (what should we have done better) and an immediate alert to the owner's LINE group with the customer's answer, a drafted apology and a make good offer. The owner edits and sends the reply from the LINE OA chat; the agent never sends apologies or offers on its own.
The result
A weekly summary shows the average rating per service and per staff member.
Worked example
LINE's Messaging API spec covers the pieces: a push message can be sent to a user at any time with up to five message objects, each message can carry a quick reply with up to 13 buttons, and a postback action returns up to 300 characters of data to your webhook without the customer typing. The Python SDK's README shows webhook signature checks and replies, and its MessagingApi reference lists push_message, narrowcast and get_message_quota, which matters because push messages count against the OA's monthly message quota. LINE publishes no response rates, so track the share of customers who tap and the average rating from your own sheet.
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