The inbox is the screen where you manage all of your one-on-one conversations with friends in one place. In addition to reviewing and replying to messages, you can organize conversations by status and tag, and even draft replies, all from a single view.
What You Can Do in the Inbox
The inbox is the screen for receiving, replying to, and organizing your chats with friends.
- Review the messages friends send you in a single list so you never miss an unread one
- Reply by sending text, images, stickers, files, and more
- Manage each conversation's status as "To Do" or "Done" to prevent any conversation from slipping through the cracks
- Assign each conversation to an assignee so your team can divide up the work
- Search and filter conversations to quickly find the person you're looking for
- Handle conversations while checking a friend's customer information, tags, and comments
- Create HubSpot tickets and deals from a conversation while HubSpot is connected
When you're unsure how to reply, you can have the agent draft a response for you. Using Generate Reply prepares a suggested reply based on the flow of the conversation.
Requirements for Use
To use the inbox, you need a connected LINE Official Account and to be logged in to Lumo.
| Requirement | Description |
|---|---|
| Logged in to Lumo | You use the inbox while logged in to your Workspace |
| LINE Official Account connected | Messages sent to a connected account appear in the inbox |
Opening the Inbox
You open the inbox from Chat in the navigation menu.
When you click Chat in the navigation menu, the inbox screen appears.
Screen Layout
The inbox is made up of three areas: left, center, and right.
| Area | Role |
|---|---|
| Conversation list (left) | Your conversations with friends are shown in a list. You can see a preview of the latest message and the unread count |
| Message area (center) | The exchange for the selected conversation is shown here. You send messages from this area |
| Profile panel (right) | You can review the selected friend's profile, tags, comments, and activity history |
Searching and Filtering Conversations
The search and filter options at the top of the conversation list help you quickly find the conversation you're looking for.
Search
When you enter a friend's display name or message content in the search box at the top of the conversation list, matching conversations are shown.
Filtering
From Filter, you can narrow the conversation list by the following conditions.
| Condition | Description |
|---|---|
| Status | Filters by "To Do" or "Done" |
| Tag | Shows only conversations with friends who have the specified tag |
| Assignee | Shows only conversations for the specified assignee. You can also filter by "Unassigned" or "Assigned to me" |
| Filter by property | Filters by the value of a HubSpot contact property (only while HubSpot is connected) |
| Friends marked as spam | Shows conversations with friends you've marked as spam |
| Show 1:1 chats only | Excludes groups and chat rooms, showing only one-on-one conversations |
| Groups only | Shows only group and chat room conversations |
The Tag used here refers to the tag applied to a friend (a Friend Tag). It is a separate concept from the Segment used to narrow down broadcast recipients, so be careful not to confuse the two.
The search terms and filters you set are saved in your browser and automatically restored the next time you open the inbox for the same account.
Sending a Message
You can reply by entering text in the input field at the bottom of the message area and clicking Send.
Types of Messages You Can Send
You can send not only text but also various formats such as images and stickers.
| Type | Description |
|---|---|
| Text | A standard text message |
| Image | Sends an image file |
| Video | Sends a video file |
| Audio | Sends an audio file |
| File | Sends a document file such as PDF, Word, Excel, PowerPoint, CSV, or text |
| Sticker | Sends a LINE sticker |
| Canned Response | Calls up and sends a registered Canned Response |
| Auto Send Messages | Selects and sends an Auto Send Message you've created |
You select and send files from Attachment. The size limit is 30MB per file. Files that friends send you can also be reviewed and downloaded within the same conversation.
Switching the Sender
You can choose whether the sender of the message is the individual name of the person handling it or the channel name.
| Sender | Display |
|---|---|
| Individual name | Sent under the name of the person handling the conversation |
| Channel name | Sent under the name of the LINE Official Account |
Letting the Agent Draft Your Reply
When you're unsure how to reply, you can have the agent create a draft that you then refine.
Using Generate Reply in the message area creates a suggested reply in the input field based on the flow of the conversation. Review the content, refine it as needed, and then send it. Because you make the final call on whether to send, you can use this feature with confidence.
Marking a Conversation as Read
When you open a conversation that has unread messages, it is automatically marked as read.
The unread count is shown as a badge on the conversation list. When you open the conversation, that badge disappears, so you can tell at a glance whether it has been handled.
Managing Conversation Status
Each conversation has a "To Do" or "Done" status, which helps your team keep any conversation from slipping through the cracks.
Set conversations that need attention to "To Do" and conversations you've finished handling to "Done." Because status can also be used as a filter condition, you can display only unhandled conversations and work through them all at once.
Reviewing Friend Information
In the profile panel on the right, the other party's information is arranged as cards. You can reorder the cards by dragging, and their open/closed state and order are saved in your browser.
| Card | Content |
|---|---|
| About this customer | Basic information stored in Lumo. You can edit the first name, last name, email, and phone number, and you also assign the conversation's assignee here |
| Properties | Review the values of the friend's Lumo properties |
| Tags | Review, add, and remove the tags applied to a friend |
| Comments | Leave comments as internal notes. These are not shown to the friend |
| About this contact | View and edit HubSpot contact properties (only while HubSpot is connected). Edited values are saved to HubSpot |
Information in About this customer is stored in Lumo, while information in About this contact is stored in HubSpot. Note that they are saved to different places.
The Tag handled in the profile panel is the friend's tag. A tag you apply here can be used as the same tag in the friend list and in Segment conditions. It is a separate concept from the Segment used to narrow down broadcast recipients.
Assigning an Assignee to a Conversation
Select a member under Assignee in the About this customer card to set that conversation's assignee. Because the assignee can also be used as a filter condition, selecting "Assigned to me" shows only the conversations you're responsible for.
Creating HubSpot Tickets and Deals
While HubSpot is connected, you can create HubSpot tickets and deals without leaving a conversation in the inbox. You can handle everything from an inquiry to turning it into an opportunity within the inbox.
Click Create on the ticket or deal card in the right-hand panel, then fill in the required fields.
| What you create | Fields to enter |
|---|---|
| Ticket | Subject (required), Pipeline (required), Stage (required), Description (optional) |
| Deal | Deal name (required), Pipeline (required), Stage (required), Amount (optional) |
Created tickets and deals are linked to the HubSpot contact and listed on the card. Click a row to view its details, where you can edit the subject, pipeline, stage, and more on the spot. You can also jump to the record on the HubSpot side from Open in HubSpot.
The ticket and deal cards appear when HubSpot is connected and the other party is linked to a HubSpot contact. Creating and editing require chat permissions.
Per-Conversation Actions
From each conversation's menu, you can perform actions such as pinning and marking as spam.
| Action | Description |
|---|---|
| Pin | Fixes an important conversation to the top of the conversation list |
| Mark as spam user | Marks a friend who sends unwanted messages as spam. You can separate and manage them by filtering |
| Stop auto-reply | Temporarily stops the Customer Agent's auto-replies to that friend so you can handle the conversation manually |
Spam and pin settings can be removed from the same menu after they're set. Auto-replies can be resumed in the same way.
When Things Aren't Working
When you run into trouble in the inbox, first check the display conditions and the connection status.
| Symptom | What to check |
|---|---|
| Conversations aren't showing | Check whether a filter condition is still applied. Conversations that don't match the condition are hidden |
| Can't send a message | Check the connection status of your LINE Official Account |
| Friend information isn't showing | Check whether a conversation is selected. The profile panel appears once you select a conversation |
If this doesn't resolve the issue, please contact support.