When you enable the HubSpot integration, you can connect your HubSpot contact data and LINE operations in a single screen. You can automate contact syncing, LINE chats from HubSpot, and sending LINE messages from workflows.
What you can do with the HubSpot integration
At its core, the HubSpot integration links your HubSpot contact information with your Lumo friends and lets you drive LINE communication through actions taken in HubSpot.
Here is what you can mainly do:
| What you can do | Overview |
|---|---|
| Sync contact data | Sync your HubSpot contact information and your Lumo friends in both directions |
| Chat on LINE from HubSpot | View and reply to LINE conversations from the HubSpot contact, company, and ticket screens |
| CRM actions in the Lumo inbox | View and edit contact properties and create tickets and deals right in the inbox |
| LINE actions in workflows | Send LINE messages and LINE Notification Messages from HubSpot workflows, and update Rich Menus and link IDs too |
| Sync the inbox | Receive LINE conversations in the HubSpot inbox and help desk and reply from there (optional) |
| Use in segmented broadcasts | Use properties and segments (lists) synced from HubSpot as Segments for broadcasts |
| Use in content feeds | Use items from your HubSpot product library as the source for LINE card broadcasts (content feeds) |
You can leave the LINE operations themselves to the Marketing Agent. Once you share a Goal, the agent prepares the Segments and broadcast based on the attributes synced from HubSpot, and broadcasts them after your approval. Actions on the HubSpot side (such as workflow setup and inbox syncing) are available as options for when you want fine-grained control yourself.
How to start the integration
There are two ways to start the integration, and the available features and synced content are the same after connecting either way.
| How to start | Flow |
|---|---|
| Start from the HubSpot Marketplace | Open Lumo in the HubSpot Marketplace, sign in to Lumo, choose the LINE Official Account to integrate, and approve the required permissions in HubSpot |
| Start from Lumo's integration wizard | Choose HubSpot from external service integrations in Lumo, and authenticate by following the wizard |
For detailed integration steps, see the article that walks through how to set up the HubSpot integration.
Syncing contact and company data
HubSpot and Lumo exchange the data needed for customer management and LINE operations in both directions. From Lumo, operational data is written to HubSpot contacts, and from HubSpot, customer information is brought into your Lumo friends.
Data written from Lumo to HubSpot
Information gathered through LINE operations is written as HubSpot contact properties. The main items are as follows:
| Item | Details |
|---|---|
| LINE User ID | The ID that identifies a friend |
| LINE display name | The display name on LINE |
| LINE profile image | The profile image |
| LINE friend-added date | The date the friend was added |
| LINE follow status | Whether the friend is following or has blocked |
| LINE tags | The tags applied to the friend. Rewriting them on the HubSpot side sends those contents back to the Lumo tags |
| LINE Traffic Source | What prompted the friend add. For a custom QR Code, the name of the QR Code goes in |
| LINE Acquisition Route | The route through which the person first became a friend. Recorded as values such as qr_code or web_cta |
| LINE Acquisition Page | The URL of the page where the first friend add started |
| Last broadcast name / last broadcast date | The name and date of the most recently delivered Message Broadcast |
| Last open date / last click date | The records of message opens and clicks |
Data brought from HubSpot into Lumo
HubSpot contact information is brought into your Lumo friends and segmented broadcasts.
| Item | Details |
|---|---|
| First name / last name | Reflects the contact's name in your Lumo friend information |
| Email address | Syncs the contact's email address |
| Phone number | Syncs the contact's phone number |
| Company name | Syncs the company name associated with the contact |
| Lifecycle stage / lead status | Brings in HubSpot's sales status |
| Segment (list) information | Syncs the HubSpot segments used in segmented broadcasts |
Adding items to sync
Right after connecting, first name, last name, email address, and phone number are brought in. You add the other contact properties you need from the sync data screen.
When you use a HubSpot property in a broadcast, a Workflow, or a Segment, that property joins the sync targets on its own. Personalization tokens you type straight into a message body count too. There is no need to add it on the sync data screen first. If you want to keep the synced items under administrative control, turn off "Add properties automatically when used" on the sync data screen and it switches to manual additions only.
On the sync data screen, you can review at a glance the mapping between HubSpot properties and items on the Lumo side, the sync rules, and where each item is used and its status, and you can add more sync items from "Add HubSpot Property".
Using LINE Chat from HubSpot
When you enable the HubSpot integration, you can view and reply to LINE conversations without leaving the HubSpot contact, company, and ticket screens.
When you open a contact record in HubSpot, a card for opening the LINE conversation appears in the sidebar. When you open LINE Chat from there, Lumo's Chat appears within HubSpot, where you can view and reply to messages.
You can open it from a company record the same way. A LINE group conversation tied to a HubSpot company through group chat sync opens straight from the card on the company record.
You can open it from tickets too. A LINE Chat card appears both on the ticket record screen and on the ticket screen in the help desk, so you can view and reply to the LINE conversation with the contact associated with the ticket without leaving the support screen.
You can handle customer support in HubSpot and complete your LINE conversations as well, without switching screens. Group chats with a client are handled the same way.
When a contact is tied to more than one LINE friend, you pick the friend from the "Select LINE Friend" list to open the conversation. If you have several Lumo Workspaces connected to the same HubSpot account, it switches automatically to the Chat for the Workspace the contact you opened belongs to. When you aren't signed in to Lumo, you'll see a prompt, and signing in through the popup opens the conversation right away.
Working with HubSpot from the Lumo Inbox
As an integration in the reverse direction, you can view and work with HubSpot records while handling LINE conversations in the Lumo inbox.
- View and edit contact properties: In the "About this contact" card in the right-hand panel of a conversation, you can view and edit HubSpot contact properties. Edited values are saved to HubSpot. You choose which properties appear, per account, under "Lumo Inbox" in the HubSpot settings within your LINE account settings
- Create tickets and deals: From "Create" on the ticket and deal cards, you can create and edit tickets and deals linked to the other party's contact on the spot
- Reference from group chats: You can jump from a group chat's member list to the HubSpot contact record, and from the group name to the HubSpot company record (when syncing group chats as company objects is enabled)
- The company card in group chats: In a group conversation, a company card appears on the right. The company name and the HubSpot owner are always shown, and you choose the other HubSpot company properties to display under "Company properties (group chats)" in the HubSpot settings within your LINE account settings. They appear in the order you selected them
Using LINE actions in HubSpot workflows
You can build the LINE actions Lumo provides into a HubSpot workflow. Triggered by events such as form submissions or lifecycle stage changes, you can automatically reach contacts that match your conditions on LINE.
Four actions are available.
| Action | What it does |
|---|---|
| Send LINE message | Sends an Auto Send Message or text you enter to the LINE friend linked to the contact |
| Send LINE notification message | Sends a LINE Notification Message based on a phone number, even to customers who haven't added you as a friend yet (Enterprise plan, LINE Official Accounts in Japan) |
| Update LINE rich menu | Re-evaluates the Rich Menu of the friend linked to the contact against the display target conditions in Lumo |
| ID linkage by form submission | Finds contacts for the same person by a shared value such as a member ID and merges them into one |
In the Send LINE message action, you specify the LINE Official Account to send from, and you can choose the message content in one of two ways:
| How to specify the message | Details |
|---|---|
| Use an Auto Send Message | Pick an Auto Send Message saved in Lumo and send it. The picker shows each message's name and description (or the beginning of the body when the description is empty) |
| Enter the body directly | Enter the message body on the HubSpot workflow screen and send it |
When you enter the body directly, you can send multiple messages together in a single action. By combining this with HubSpot triggers, you can deliver LINE notifications at the right time.
You can use the Send LINE message action in workflows for other objects, such as deals and tickets, not just contact workflows. It automatically identifies the contact associated with the record and sends to the friend tied to that contact. If there is no associated contact, nothing is sent.
The settings and requirements for each action are covered in LINE actions for HubSpot workflows.
Using HubSpot segments (lists)
You can sync your HubSpot segments to Lumo and use them as targets for segmented broadcasts. In HubSpot, what used to be called "lists" is now called "segments (lists)".
| Segment (list) type | How to use |
|---|---|
| Updated automatically by conditions (active) | Syncs members that update automatically based on HubSpot conditions to Lumo |
| Registered manually (static) | References manually registered members from Lumo |
Synced HubSpot segments can be used as Segment conditions for a Message Broadcast. In Lumo's Segment conditions, you pick them as "HubSpot segment". This lets you deliver LINE broadcasts to a narrowed-down customer group managed on the HubSpot side.
Note that a HubSpot segment is a customer group on the HubSpot side, while a Lumo Segment is a condition for narrowing down recipients. Both are a separate concept from the tags attached to friends.
If you use a HubSpot segment to control who sees a Rich Menu, membership changes are applied to the menu assignments right after the 15-minute sync.
Integrating company data and company objects
You can link HubSpot company information with Lumo group chats and handle B2B LINE communication on a per-company basis.
When you enable group chat syncing, LINE group chats are synced as HubSpot company objects. By using HubSpot company workflows, you can also automatically send messages to a group.
Using HubSpot properties in Message Broadcasts
You can use contact properties synced from HubSpot as personalization fields in a Message Broadcast.
If you include personalization fields in the body of a text message or Rich Message, they are automatically replaced with each recipient's HubSpot data at broadcast time. This lets you deliver personalized content tailored to each recipient's name and attributes all at once.
Delivering HubSpot products in Content feeds
You can automatically recommend items registered in your HubSpot product library in LINE Card Type Messages.
When you choose HubSpot as the data source of a content feed, HubSpot products are lined up into cards by your conditions and delivered. Beyond products, you can register anything you want to promote — job openings, properties, plans, and so on — as a product and use it in LINE broadcasts. Using this requires access to read HubSpot products. The setup steps are covered in Creating a Content Feed with HubSpot Products.
Automatically creating contacts
You can automatically create HubSpot contacts when you gain a new friend on LINE.
When you enable automatic contact creation, a HubSpot contact is created when a friend is added or a message is received, and the LINE properties are set. You won't miss friends who aren't yet registered on the HubSpot side, and you can manage the same customer in both LINE and HubSpot.
When an automatically created friend later completes ID linkage, the placeholder contact is automatically merged into the existing contact (the existing contact remains).
The moment you turn it on, it also goes back and creates contacts for existing friends who were not tied to HubSpot before. In a workspace with a lot of friends, the HubSpot contact count jumps all at once. Check what that means for your HubSpot contract tier, segments (lists), and workflows before you turn it on.
Creating tasks automatically when a message arrives
You can create a HubSpot task automatically when a message arrives from a friend. HubSpot task management keeps replies from slipping through.
This setting is off by default. Turn on "Create a task when a message is received" under "Task Auto-Creation" in the HubSpot settings within your LINE account settings, and it starts working.
| Behavior | Details |
|---|---|
| Who the task goes to | Assigned to the HubSpot contact's owner |
| When there is no owner | No task is created |
| When the AI agent handled it | No task is created. Only messages that need a person are left behind |
| When a Lumo Workflow auto-replied | No task is created |
The task subject is "LINE message from {friend name} - {account name}", and the body carries the received message and a link that opens the conversation in the inbox.
Beyond the contact's owner, you can also create tasks for an account-level owner. Turn on "Create a task for the account owner" and choose the owner with "Select an owner". Choosing an owner activates the setting.
To create tasks at any timing you like — a friend add, an answered question — use the "Create HubSpot task" action in a Lumo Workflow. The task recipient can be the contact owner, the account owner, or a specific owner. The action is explained in Action Types and How to Configure Them.
Integrating with multiple LINE Official Accounts
You can integrate multiple LINE Official Accounts with a single HubSpot account. Even when you operate multiple brands or stores, you can manage them centrally with one HubSpot account.
Each integration is distinguished by a property sequence number (a number assigned to each integration), and dedicated properties are created for each LINE Official Account. You can integrate up to 30 LINE Official Accounts with a single HubSpot account.
To change the property sequence number, you need to disconnect the integration once and integrate again.
Syncing and re-syncing data
HubSpot data is synced automatically on a regular schedule, and you can re-sync it manually when needed.
| Sync method | Details |
|---|---|
| Scheduled sync | Automatically syncs contact data and segment members |
| Manual re-sync | Re-fetches at any time from "Resync Data" on the Dashboard |
You can check the results of a sync in the sync history, where you can review the status (in progress, completed, or failed) and the number of contacts processed at a glance.
On the Dashboard, sync data, and settings screens, you can check the sync status, add sync items, check the inbox sync status, and disconnect the integration.
Inbox syncing
Inbox syncing is an optional feature that lets you handle LINE conversations in the HubSpot inbox and help desk. Messages that arrive on LINE come into HubSpot, and you can reply straight from the HubSpot screen.
You start the connection from the inbox settings on the HubSpot side, and you can check the current connection status on Lumo's inbox sync settings screen. The main items you can check are as follows:
| Item | Details |
|---|---|
| Connected inbox | The name of the HubSpot inbox to sync to |
| Channel account | The channel that corresponds to the LINE Official Account |
| Delivery ID | The value that identifies the message sender |
| Connection date and time | The date and time the inbox was connected |
When you enable inbox syncing, LINE conversations arrive in the HubSpot inbox and help desk. You can reply straight from the HubSpot screen too. Both sending and receiving support images and files as well as text. Conversations are recorded on the contact's timeline, so the context carries over even when the person handling it changes.
When you disconnect inbox syncing on the Lumo side, the syncing of new conversations stops. The channel settings on the HubSpot side are not deleted automatically, so if you no longer need them, delete them in the HubSpot inbox settings as well.
Notes on scope of use
Even without using inbox syncing, you can still use contact syncing, LINE chat from HubSpot, and LINE actions in workflows.
Automatic syncing never writes to deals or tickets from Lumo. Creating and editing them from the inbox is something your members do by hand. Tasks are the one exception — when you turn on "Task Auto-Creation", incoming messages create them automatically.
Removing the integration
When you disconnect the HubSpot integration, the data synced from HubSpot and the ID linkage information with your customers are deleted.
You can disconnect from "Disconnect" on the settings screen. The main data deleted after disconnecting is as follows:
| Data deleted | Details |
|---|---|
| Synced contact data | The contact information brought in from HubSpot |
| ID linkage information | The link between your Lumo customers and HubSpot contacts |
If you are using HubSpot attributes in segmented broadcasts, disconnecting may affect your broadcast targets. After re-integrating, the links are rebuilt once your customers link their IDs again.
When things don't work
When data isn't displayed or synced in the HubSpot integration, first check the registration status and sync settings on the HubSpot side.
| Situation | What to check |
|---|---|
| Segments (lists) aren't displayed | Check whether a segment has been created in HubSpot |
| Contact data isn't syncing | Check whether contacts are registered in your HubSpot account |
| An added property isn't reflected | Check the sync status of the target property on the sync data screen |
If that still doesn't resolve the issue, check the error details in the sync history on the Dashboard, and then try a manual re-sync.