Tags are markers you attach to friends. The tags you apply can be used to filter chats and as conditions for Segments and Workflows. You can create, edit, and delete tags from the tag management screen, and apply them directly while viewing a conversation in Chat.
Requirements for using this feature
To use tags, you need to be signed in to Lumo and have your account ready.
- You are signed in to Lumo
- Your LINE Official Account is connected
What tags are
A tag is a label you attach to each individual friend. By classifying friends with tags such as "VIP" or "New inquiry," you can filter conversations in Chat and use the tags as conditions for Segments and Workflows.
Because tags belong to friends, applying a tag in Chat updates that friend's tags. The same tags can also be viewed and edited from the friends list screen.
The difference between tags and Segments
Tags and Segments are different concepts. To avoid confusing them, here is a summary of what each one does.
| Term | What it attaches to / refers to | Main use |
|---|---|---|
| Tag | A manual label you attach to a friend | Classification, filtering chats, conditions for Segments and Workflows |
| Segment | A group of friends automatically narrowed down by conditions | Specifying recipients for a Message Broadcast |
A tag is a label you add or remove manually or through a Workflow, while a Segment is a mechanism that automatically extracts friends based on conditions such as "has a certain tag." By using tags as Segment conditions, you can combine the two.
Opening the tag management screen
You create, edit, and delete tags from the tag management screen.
Click Tags under Chat Settings within Chat in the navigation menu to open the tag management screen. In the list, you can check each tag's Tag Name, Owner Account, Friend Count, and Last Updated.
Creating a tag
You add a new tag from Create Tag on the tag management screen.
- On the tag management screen, click Create Tag
- Enter the Tag Name
- Select the Owner Account
- Click Save Tag
Tips for naming tags
Choosing tag names whose purpose is immediately clear at a glance makes them easier to organize later.
- Use clear, descriptive names (for example, "VIP," "New inquiry," "Return handling")
- Adding a category name as a prefix makes organization easier (for example, "Handling: Urgent," "Interest: Product A")
Editing a tag
You can change the name of an existing tag from the tag management screen.
- On the tag management screen, click the row of the tag you want to edit
- On the Edit Tag screen, change the Tag Name
- Click Save Tag
Note that the Owner Account cannot be changed after creation. On the edit screen, you can also check which Segments and Workflows use this tag under Where This Tag Is Used.
Deleting a tag
You delete tags you no longer need from the tag management screen. Deletion cannot be undone, so check where the tag is used before you proceed.
- On the tag management screen, select the checkbox of the tag you want to delete
- You can also select multiple tags at once
- Click Delete
- In the confirmation dialog, click Delete
Deleting a tag does not delete the friends it was attached to. Only the tag is removed.
Organizing tags with folders
As you accumulate more tags, you can group them into folders to keep things organized.
Create a folder with Create Folder on the tag management screen, then select tags and group them with Move to Folder. When you want to take a tag out, use Move Out of Folder. Deleting a folder does not delete the tags inside it.
Applying tags in Chat
In the chat screen, you can attach a tag to a friend while viewing the conversation.
- Open the target conversation in Chat
- In the Tags section of the friend information panel on the right, select the tags you want to apply
- You can attach multiple tags to a single friend
When you want to create a new tag on the spot, you can open the tag management screen from Tag Settings in the tags section. The tags you apply here are treated as the same tags in the friends list and in Segments.
Filtering chats by tag
In the chat list, you can narrow down conversations by tag.
- Click Filter at the top of the chat list
- Select the target tags under Tags
- Click Apply to display only the conversations that have the selected tags
In addition to tags, you can also filter by Status (To Do / Done), so you can organize conversations by combining response status with tags.
Letting the agent put tags to use
The tags you apply become the foundation when you let the agent handle a Message Broadcast. Organizing friends with tags improves the accuracy with which the agent selects recipients.
For example, if you have applied a "VIP" tag, when you share the goal of a Message Broadcast with the agent, simply telling it "I want to reach VIP friends" is enough for the agent to suggest a Segment that includes that tag. Even when you create a Segment manually, you can specify a tag as a condition.
Examples of how to use tags
Tags can be used for a wide range of purposes, from managing response status to classifying customers. Here are some typical use cases.
| Use case | Description |
|---|---|
| Managing response status | Track the progress of responses with tags such as "In progress" or "Escalation" |
| Customer classification | Group friends with tags such as "VIP," "New," or "Repeat customer" |
| Inquiry classification | Separate inquiry types with tags such as "Order," "Return," or "Complaint" |
| Conditions for Segments and Workflows | Use tags as Segment extraction conditions or Workflow branching conditions |
When things don't work
If you run into trouble creating or filtering tags, check the following points.
- You can't create a tag: Check that the Tag Name has been entered and the Owner Account has been selected. Both are required
- A tag isn't showing up: Reload the page and check again
- You can't filter by tag: Check that the tag is correctly selected in the filter and that you have run Apply
- You can't delete a folder: A folder that contains tags cannot be deleted. Move the tags out of the folder first