A Workflow is a feature that automatically runs actions such as sending messages or applying tags in response to a specific event (a trigger). The steps below cover how to create a new Workflow and put it into operation.
Start by Talking to the Marketing Agent
Just describe the automation you have in mind, and the Marketing Agent proposes a Workflow structure for you.
When you share a Goal in conversation, such as "I want to send a coupon three days after someone adds us as a friend" or "I want to tag people who answer a survey," the agent works out the right combination of triggers and actions and prepares a draft for you. Review what it proposes, and once you are happy with it, simply approve to move the setup forward. You can also make finer adjustments yourself using the visual editor in the next steps.
You can also build a Workflow on your own using the steps below.
Requirements for Using This Feature
To create and run a Workflow, you need to be signed in to Lumo and have your account connected.
- You are signed in to Lumo
- Your LINE Official Account is connected
Open the Workflow Screen
From the navigation menu, go to Automation > Workflows to open the list of Workflows you have already created.
Here you can check the status of existing Workflows (such as active, paused, or draft), how many times each one has run, and when it was last updated.
Create a New Workflow
Use the Create Workflow button on the list screen to create a new Workflow.
In the dialog that appears, enter a name and a description. If you want to use a template, select Use a template and choose the template that fits your purpose; the editor then opens with an initial structure already set up.
| Field | Description |
|---|---|
| Name | Enter a name for the Workflow |
| Description | Enter a note about the purpose or content of the Workflow (optional) |
| Template | Choose an initial structure from a template such as "Flow after friend add" (optional) |
Once you create it, the visual editor opens, where you assemble nodes by drag and drop.
Select a LINE Official Account
Click the Start node in the editor and select the LINE Official Account to which the Workflow applies.
You can set multiple LINE Official Accounts for a single Workflow. If no LINE Official Account is selected, you cannot activate the Workflow.
Add a Trigger
A trigger is the event that sets the Workflow in motion. Add a trigger from the + button shown below the Start node.
The main triggers are as follows.
| Trigger | When it fires |
|---|---|
| Friend add | When a user adds you as a friend |
| Message received | When a message is received from a user (can be narrowed by keyword) |
| Postback received | When a postback is received, such as from a button tap |
| QR Code scan | When a specific QR Code is scanned |
| Video view completed | When a tracked video has been fully watched |
| Block | When a user blocks the account |
Depending on your integrations with external services, you can also choose triggers such as purchase completed or cart abandoned. The triggers shown vary with your connection and integration status.
Keyword Settings for the Message Received Trigger
For the Message received trigger, you can set the keywords it responds to and their match conditions.
| Setting | Description |
|---|---|
| Keyword | Enter the keyword you want it to respond to |
| Match type | Choose from "equals," "contains," "starts with," or "ends with" |
Add an Action
An action is the process that runs in response to a trigger. Add one from the + button shown below the trigger node, and you can chain multiple actions in sequence.
The main actions are as follows.
| Action | Description |
|---|---|
| Send message | Sends a message such as text or an image |
| Auto Send Messages | Sends an Auto Send Message you have already created |
| Question | Sends a question to the user and saves the answer |
| Conditional branch | Branches the flow based on a condition |
| Delay | Delays the process for a specified amount of time |
| Tag | Adds or removes a tag on a friend |
| Update Rich Menu | Changes or removes the Rich Menu |
| Customer Agent | Starts an automated response by the Customer Agent |
You can also use actions that integrate with external services such as HubSpot and Klaviyo. The actions shown vary with your integration status.
About the Tags Used in the Tag Action
The tag applied by the Tag action is a tag placed on a friend, which we call a Friend Tag. It is a separate concept from the Segment you use to narrow down broadcast recipients.
To use the Tag action, you need to create the tag in advance. If no tag exists, create one first.
Connect the Nodes
When you connect nodes correctly, the process flows in order from the trigger to the actions.
Drag from the handle on each node to connect it to the next node. If any node is left unconnected, a warning appears and that flow does not run. When you line up multiple actions, arrange them so they connect in order from top to bottom.
Save the Workflow
Use the Save button at the top of the editor to save the Workflow you are building.
When you save, the Workflow is in a "draft" state and does not respond to triggers. To put it into operation, you need to activate it after saving.
Activate the Workflow
To actually put the Workflow into operation, activate it with the Start button.
To activate it, the following conditions must be met.
- At least one LINE Official Account is selected
- There are no unsaved changes (save your changes before activating)
Once activated, the status changes to Active, and the actions run automatically in response to the triggers you set.
Stop the Workflow
To temporarily pause a running Workflow, use the Pause button.
When you stop it, the status changes to Inactive and it no longer responds to triggers. If a message is already being broadcast, it may be interrupted partway through. To resume, activate it again with the Start button.
Check the Execution Status
You can check how the Workflow is running in the execution history.
From Execution history in the editor, you can review the start date and time of each run, its result, and the success or failure of each action. Statistics such as total runs, successes, and failures are shown as well, which helps you confirm that it is working as intended and find ways to improve it.
When Things Do Not Work
If the Workflow is not running, check its status, account selection, and node connections in order.
- The Workflow does not work: Make sure the status is Active and that a LINE Official Account is selected
- The trigger does not respond: Make sure the trigger settings (such as the keyword and match type) are correct
- The action does not run: Make sure the nodes are connected correctly. If any node is left unconnected, a warning appears. Also check that the required fields for each action are filled in