Workflows are a Lumo feature that automates customer support and information gathering on your LINE Official Account. By combining triggers and actions, you can build scenarios without writing any code.
What Are Workflows?
Workflows are a feature that lets you design the flow of conversations on your LINE Official Account to automate customer support and information gathering. You build a scenario by combining the event that starts it (the trigger) and the processing that runs afterward (the action).
No specialized knowledge or code is required. You set everything up by dragging and dropping nodes in the management screen editor and connecting them, so you can handle day-to-day operation and improvements on your own. Once set up, a Workflow keeps running automatically around the clock in response to your friends' actions.
Let the Agent Build It for You
The best way to design a Workflow is to start by telling the Marketing Agent your goal. When you share an objective such as "I want to hand out a coupon to people who add me as a friend" or "I want to answer common questions automatically," the agent proposes a structure and even prepares the setup for you.
Your job is to decide the goal, review what the agent proposes, and choose whether to Approve or Cancel. If you want to fine-tune the details yourself, you can edit them directly in the editor afterward.
If you would rather build one from scratch, you can also assemble it manually by opening Automation > Workflows in the side menu and selecting Create Workflow.
What You Can Do with Workflows
Depending on how you combine triggers and actions, you can achieve a wide range of automation. Here are some representative examples.
- Deliver a welcome message or auto message triggered by a friend add
- Send a prepared reply when you receive a message containing a specific keyword
- Distribute coupons or campaign information triggered by a QR Code scan
- Pose a question to collect answers and add a Friend Tag based on the responses
- Use conditional branching to send different messages to each tag or Segment
- Hand off to the Customer Agent to respond to customer questions automatically
- Update data in an external service using your HubSpot or Klaviyo integration
Building Blocks of a Workflow
A Workflow is built by connecting nodes from start to finish. The main nodes are as follows.
| Element | Description |
|---|---|
| Trigger | The event that sets the Workflow in motion (e.g., friend add, message received) |
| Action | The processing that runs after the trigger (e.g., send message, question, delay) |
| Conditional branch | An action that splits the flow based on a friend's tags, Segments, and more |
| Target LINE account | The LINE Official Account that runs the Workflow. The flow will not run unless one is selected |
To run a Workflow, you need to have the target LINE Official Account connected.
Types of Triggers
A trigger is the condition that sets a Workflow in motion. You can base it on a friend's action or an event in your shop.
| Trigger | When it fires |
|---|---|
| Friend Added | When a friend registers |
| Message received | When you receive a message from a friend |
| Postback received | When a postback is received, such as from a button tap |
| QR Code scan | When a QR Code is scanned |
| Video view completed | When a video has finished playing |
| Block | When a friend blocks your account |
If you have a shop integration such as Shopify, you can also use triggers based on purchasing behavior, such as cart abandonment, restock, purchase completion, shipping completion, and browsing reminders.
Types of Actions
An action is the processing that runs after a trigger. There are basic actions and actions for integrating with external services.
| Action | Description |
|---|---|
| Send message | Send a message such as text or images |
| Auto Send Messages | Send an auto message you have already created |
| Question | Ask a friend a question and save their answer |
| Conditional branch | Split the flow based on conditions |
| Delay | Wait for a specified amount of time before continuing |
| Update Rich Menu | Change or clear the Rich Menu |
| Tag | Add or remove a Friend Tag |
| Customer Agent | Hand off to an AI-powered conversation |
If you have a HubSpot or Klaviyo integration, you can also add actions that operate on the integrated service's data, such as updating properties or adding to a list.
Friend Tags and Conditional Branching
The "tag" used in a Workflow is the tag you apply to a friend. It is a different concept from the Segment you use to narrow down recipients.
- Friend Tag: A label for classifying friends. You can add or remove it with the Tag action, and it can also be the destination where a Question action saves answers. You can also add and remove the same tags from the Chat screen
- Segment: A condition for narrowing down friends. You create it based on tags and other criteria and use it to specify broadcast recipients
In conditional branching, you can split the flow using a friend's tags or Segments as conditions. For example, you can send different messages to "friends who have a specific tag" and "friends who do not."
Workflow Statuses
A Workflow has four statuses, and whether it responds to triggers changes accordingly.
| Status | Description |
|---|---|
| Draft | A work-in-progress status. It does not respond to triggers |
| Active | A running status. It executes actions in response to the triggers you set |
| Paused | A temporarily stopped status. It resumes running when you start it again |
| Archived | A status for Workflows you have finished using. It remains as a record |
To move a Workflow from draft to running, save its content and then select Activate in the editor. Once activated, messages start being delivered automatically to friends who match the conditions you set.
Checking Execution Status
You can check whether a Workflow is working as intended from Execution History in the editor. For each run, you can trace the result of each action and how far it progressed.
Statistics such as total executions, successes, and failures are also displayed, so you can spot actions that are not working well and use that insight to improve.
Common Usage Patterns
Here are some representative patterns that combine triggers and actions to match your objectives.
- Welcome message: Triggered by a friend add, automatically sends a self-introduction or service overview
- Keyword response: Automatically replies to keywords such as "pricing" or "reservations" to handle common questions
- Customer classification: Runs a survey with the question action and saves the answers to a Friend Tag for classification
- Lead acquisition: Triggered by a QR Code scan, delivers campaign information and gathers details at the same time
- AI auto-response: Hands off to the Customer Agent to handle common questions automatically around the clock