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 "Follow-up" or "Resolved" 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.
What you need to use this feature
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
In the search box at the top of the conversation list, enter the friend's name. Conversations match on the LINE display name or the first and last name under "About this customer". To search message content, open the conversation and use "Search in chat".
Filtering
From "Filter", you can narrow the conversation list by the following conditions.
| Condition | Description |
|---|---|
| Status | Filters by "Inbox", "Unread", "Follow-up", or "Resolved" |
| 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 |
| Include CONNECT history | Shows chat history from before you upgraded from LITTLE HELP CONNECT in the conversation list too (off by default) |
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. The LINE Official Account you selected last is saved too, so the next time you open the inbox, the same account and the same conditions come back.
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. You can use LINE Emoji too. LINE Emoji that friends send you also appear as emoji, just as they sent them |
| 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 |
| Variables | Inserts variables such as the display name from "Variables" in the input area. They're replaced with the recipient's values when the message is sent |
You select and send files from "Attach file". The size limit is 30MB per file. Files that friends send you can also be reviewed and downloaded within the same conversation. A message you've started typing stays with its conversation, so it's still there when you switch away and come back.
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.
You can check the unread count on the badge in the conversation list. When you open the conversation, that badge disappears, so you can tell at a glance whether it has been handled. The total unread count also appears at the top of the screen, so you can see how much is left to handle at a glance. When a new message arrives, a notification sound lets you know.
Seeing who else is looking at the conversation
The icons across the top of a conversation show you which members have it open. It keeps two people from replying to the same thing.
When you open a conversation, the icons of the other members looking at it line up under "Members viewing this chat". Hover over an icon to see the name.
While another member is writing a reply, "[name] is typing…" appears just above the input field. When several members are writing at once, it becomes "Several members are typing…".
Paired with assignees, it makes clear who is on the case and keeps replies from doubling up.
Managing conversation status
You can set a "Follow-up" or "Resolved" status on each conversation, which helps your team keep any conversation from slipping through the cracks.
A conversation that has just arrived has no status yet. Set conversations that need attention to "Follow-up" and conversations you've finished handling to "Resolved". 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. You can check the Rich Menu currently applied to that friend here too |
| Fields | Review the values of the friend's fields |
| 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. You can edit the email address and phone number too |
| Notes | Review HubSpot notes in a list and create one on the spot. It appears while HubSpot is connected and the other party is linked to a HubSpot contact |
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.
Editing the email address and phone number in "About this contact"
You can correct the email address and phone number shown in "About this contact" right in the inbox and save them to HubSpot. To show them on the card, select Email and Phone Number under "Properties shown in the Lumo inbox" in the HubSpot settings within your LINE account settings.
| Field | What happens when you save |
|---|---|
| Phone number | Saved to the HubSpot contact as is |
| Email address | Applied a few seconds later. If HubSpot already has a contact with the same email address, the friend is re-linked to that contact. A placeholder contact that Lumo created automatically when the friend was added is merged into the contact they were re-linked to |
- If HubSpot has more than one contact with the same email address, the change isn't applied. Clean up the contacts in HubSpot, then save again
- You can't save a blank value or a value that doesn't match the email address or phone number format
- Lumo never merges real contacts that you created and manage in HubSpot
If you want HubSpot to be the source of truth, you can show fewer of Lumo's own fields on "About this customer". Under "Lumo Inbox" in the HubSpot settings of your LINE account settings, use "Lumo standard fields to display" to choose which of Email, Phone, Assignee, and LINE display name appear. Fields you uncheck are hidden from the card. Hiding Assignee still leaves conversation assignment working as before. To hide the whole card, an admin can turn it off in the "Right panel" settings.
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.
Choosing which cards appear in the right panel
An admin can hide cards your team doesn't use in the "Right panel" settings. Hidden cards no longer appear in the inbox for any member of the workspace.
- Open "Right panel" under "Chat Settings" within "Chat" in the navigation menu
- Under "Cards to show", uncheck the cards you don't want to show
- Click "Save"
| Item | Details |
|---|---|
| Order and expand/collapse | The order and expanded state of the cards you keep are still saved per member in the browser, as before |
| HubSpot cards | "About this contact", "Notes", "Open Tickets", "Closed Tickets", "Deals", and "Tasks" are listed only while HubSpot is connected |
| Assignee field | Hiding "About this customer" also removes the field for changing the assignee in one-to-one chats |
| Fields card | In an account with no fields at all, the "Fields" card doesn't appear |
| Who can change it | Only admins can change the setting. Other members can view it |
Handling group and Chat room conversations
Group and chat room conversations are handled in the same inbox as one-on-one conversations. Only the cards in the right-hand panel change.
| Card | Content |
|---|---|
| Group / Chat Room | Review the list of members taking part. From a member's menu you can also open their HubSpot contact or friend details |
| Company | The company name and HubSpot owner are always shown. Alongside them, the company properties you chose appear in the order you chose them (only while HubSpot is connected) |
| Assignee | Choose the member responsible for this conversation |
| Comments | Leave internal notes. Members of the group can't see them |
Choose the company properties shown on the Company card under "Company Properties (Group Chats)" in the HubSpot settings of your LINE account settings. You can drag the selected properties to reorder them, and the Company card shows them in that order.
Once you leave a group or chat room, you can no longer send or receive messages there until you are invited back.
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 | Stops the Customer Agent's auto-replies to that friend for 10 minutes so you can handle the conversation manually |
Spam and pin settings can be removed from the same menu after they're set. Stopping auto-reply lifts on its own once the 10 minutes pass, and replies resume. To bring it back before the 10 minutes are up, choose "Resume auto-reply" from the same menu.
When things don't work
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. When a monthly message limit is reached, a notice appears above the input field. The LINE Official Account limit and the Lumo limit are shown separately, so use "Refresh usage" to check the latest state. What you typed stays in the field, so you can send it once the limit clears |
| 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.