How to Manage Conversations

You can keep your Chat conversations organized using statuses, pinning, spam settings, and more. These management features let you hand day-to-day inquiries to the agent while making sure conversations that need a human are never missed.

Requirements for Using This Feature

To manage conversations, you need to be logged in to Lumo with a connected LINE Official Account.

• You are logged in to Lumo
• Your LINE Official Account is connected

Let the Agent Handle Responses

We recommend first letting the Customer Agent handle the initial response to customers, so your team can focus only on conversations that require judgment.

The Customer Agent replies automatically to messages from customers on LINE. The agent takes care of frequently asked questions and routine inquiries, while Members only need to review conversations that need attention or that involve more difficult requests.

Even when a Member replies in person, the agent can prepare a draft for them. Using Generate Reply in the Chat screen creates a suggested reply that follows the flow of the conversation. Review the content, edit it as needed, and then send it.

If you prefer to sort conversations yourself, you can also use the manual management options below, such as statuses and filters.

Manage Conversation Statuses

Statuses let you separate conversations that need attention from those that are already handled. They make it easier for the whole team to keep track of where things stand.

How to Change the Status

You can change the status from the top of the message area or from the user information panel. After reviewing a new message, sorting it into To Do or Done helps you avoid missing any responses.

Filter by Status

Selecting To Do or Done under Status in Filter shows only the conversations in that state. This is handy when you want to focus only on the conversations that need attention.

Pin a Conversation

You can pin important conversations to keep them at the top of the conversation list. This lets you instantly open conversations with high-priority or VIP customers.

How to Pin

Choose Pin from the conversation menu. Pinned conversations stay fixed at the top of the conversation list.

Unpinning

Choosing Unpin from the same menu returns the conversation to its normal position in the list.

Manage as Spam

Friends who send unwanted messages can be set as spam, which separates them from your normal conversation list.

How to Set Spam

Choose Set as spam user from the conversation menu. The setting is applied per friend.

Effects of the Spam Setting

• You can review conversations from friends set as spam together using a filter
• You can manage them separately from your normal conversations

Using Friends marked as spam in the filter shows only the conversations set as spam.

Removing the Spam Setting

Choosing Remove spam setting from the same menu displays the conversation as a normal conversation again.

Stop Auto Responses

For specific friends, you can stop automatic responses such as those from the Customer Agent so that a Member can respond manually. Use this when a request is complicated or needs individual attention.

How to Stop Auto Responses

Choose Stop auto-reply from the conversation menu. The setting is applied per friend, and automatic responses to that friend stop.

What Happens When Auto Responses Are Stopped

• Automatic responses to that friend stop
• Members can still continue to reply manually
• The setting remains in effect until you remove it manually

Resuming Auto Responses

Choosing Resume auto-reply from the same menu resumes automatic responses.

Check the Message Source

In the message history, you can check who sent each message by its source. This lets you tell the agent's responses apart from a Member's replies.

Classify with Friend Tags

When you want to classify conversations, add tags to friends. This lets you organize conversations by type of inquiry and use them later for creating Segments or for analysis.

From Tags in the user information panel, you can add or remove tags for that friend. The tags handled here are Friend Tags, which can also be used as Segment conditions for Message Broadcast.

You create and manage the tags themselves on the tag settings screen. You can open it from Tag settings screen in the user information panel.

The Difference Between Tags and Segments

Tags and Segments are different concepts. Let's clarify them so they aren't confused.

Tips for Managing Conversations Efficiently

In daily operations, combining delegation to the agent with manual organization lets you respond efficiently.

• Let the agent handle the initial response: The Customer Agent replies to routine inquiries, while Members focus on conversations that require judgment
• Sort with statuses: After reviewing a new message, sort it into To Do or Done
• Prioritize with pinning: Pin conversations with important customers so you can access them right away
• Classify with tags: Add tags to friends to organize them by type of inquiry
• Narrow down with filters: Show only To Do under Status to avoid missing any responses

When Things Aren't Working

If managing conversations isn't working as expected, check whether your settings were saved and then try reloading the page.