Tags are labels for classifying friends, and they form the foundation of Segments and Workflows. You can create, edit, and delete tags, and add or remove them from individual friends.
What Is a Tag
A tag is a classification label that you attach to the friends of your LINE Official Account. By grouping friends with tags such as "VIP," "New," or "Needs Follow-up," you can narrow down broadcast targets and use tags as conditions for automation.
When your tags are well organized, the agent can accurately understand "what kinds of friends you have" while it plans a broadcast, which leads to better-targeted suggestions and automation. The best approach is to first tell the agent your goal and discuss the tag design you need. If you prefer to design tags yourself, you can create and apply them using the steps in this article.
Note that Segments are a concept that is easy to confuse with tags, so please distinguish between them as follows.
| Concept | What it attaches to | Main use |
|---|---|---|
| Tag | Friends | Classifying friends. Used as a condition for Segments and Workflows (the focus of this article). Can also be added or removed from the Chat screen |
| Broadcast Segment | Broadcast recipients | Combining conditions such as tags to narrow down broadcast targets. A separate concept from a tag itself |
Requirements for Using Tags
To create and apply tags, you need to meet the following requirements.
- You are logged in to Lumo
- Your LINE Official Account is connected
Opening the Tag Management Screen
You create, edit, and delete tags on the Tags screen of your LINE Official Account.
From the side menu, select the target LINE Official Account and click Tags. The tags you have already created are shown in a list.
| Displayed item | Description |
|---|---|
| Tag name | The name of the tag. Clicking it opens the edit screen |
| Owning account | The LINE Official Account the tag is linked to |
| Number of friends | The number of friends that have this tag |
| Last updated | The date and time the tag was last updated |
You can also organize tags into Folders. Create a Folder from Create Folder in the list, and move tags into it.
Creating a Tag
From the Create Tag button on the tag management screen, set a name and an owning account to add a new tag.
| Item | Description |
|---|---|
| Tag name | Enter the name of the tag |
| Owning account | Select the LINE Official Account to link the tag to |
After entering the details, click Save Tag. The owning account cannot be changed after creation.
Editing and Deleting a Tag
You rename and delete tags from the tag management screen.
Clicking a tag name opens the edit screen, where you can change the tag name or Delete it. The edit screen also shows where the tag is used—that is, which Segments and Workflows use it. Deleting a tag that is in use affects those settings as well, so please check where it is used before deleting.
To delete multiple tags at once, select the tags on the tag management screen and delete them in bulk. Deletion cannot be undone.
Adding Tags to Friends
You can add tags to friends from three places: the Friends screen, Chat, and Workflows. You can attach multiple tags to a single friend. The tag must be created before you can attach it.
Adding from the Friends list or details
- Click the target friend in the Friends list
- In the tags section, select the tag you want to attach
To attach a tag to multiple friends at once, select the friends in the list and add the tag in bulk from Add Tag.
Adding from Chat
- Open the target conversation in the inbox
- In Tags on the profile information panel on the right, select the tag you want to attach
Adding automatically with a Workflow
Using a Workflow's tag action (Add), you can attach tags automatically based on a trigger. For example, you can set a friend addition as the trigger and automatically apply a "New" tag. Because this removes the effort of attaching tags manually, we recommend leaving recurring tagging to a Workflow.
Removing Tags from Friends
You can remove tags from the Friends screen, Chat, and Workflows.
On the Friends list or details, or on the profile information panel in Chat, click the × on the tag you want to remove, and that tag is detached. By selecting multiple friends in the list and using Remove All Tags, you can remove them in bulk.
Using a Workflow's tag action (Remove), you can also detach tags automatically based on conditions.
Filtering Conversations by Tag
In the inbox, you can filter conversations using tags.
Open the conditions from Filter, select a tag, and run Apply Filter to display only the conversations of friends that have that tag. This is convenient when you want to quickly check the conversations of a specific customer group during support.
Ways to Use Tags
Tags are most effective in three situations: narrowing down broadcast targets, setting conditions for automation, and organizing conversations.
| Use | Description |
|---|---|
| Segment conditions | Create a Segment using tags as conditions, and send a targeted Message Broadcast |
| Workflow conditional branching | Branch on "has a specific tag / does not have a specific tag" and run different actions for each friend |
| Inbox filtering | Filter conversations by tag to quickly check the conversations of a specific customer group |
If you tell the agent your goal, it will suggest broadcasts and automation that build on these uses. You proceed with a suggestion by choosing "Approve" or "Cancel" in the approval dialog.
When Things Aren't Working
When a tag cannot be applied or shown, check whether the tag exists and refresh the screen.
- A tag cannot be applied: Check that the tag you want to attach has been created. You create tags on the tag management screen
- A tag is not shown: Reload the page and then check again
- A tag is not applied by a Workflow: Check that the Workflow is set to "In use" and that the tag action settings (the target tag, and whether it is Add or Remove) are correct