Chat Frequently Asked Questions

You open Chat from "Chat" in the side menu. It is where you manage one-on-one exchanges with your LINE friends, and this article gathers answers to common questions about searching, filtering, organizing statuses, and replying more efficiently.

I want to search past messages

The search bar at the top of the inbox finds conversations by the friend's name.

What you type is matched against 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" — it searches only within that conversation.

I want to display conversations that match certain conditions

Using "Filter", you can display only the conversations that match specific conditions.

From "Filter" next to the search bar, open Filtered search, choose your conditions, and click "Filter". The conditions are as follows.

You can clear the conditions you set at any time with "Clear". Your filter conditions are saved in your browser and automatically restored the next time you open the inbox for the same account.

The "tag" used here is the tag applied to friends. It narrows the list down to conversations with friends who have the selected tag. It is a different concept from the Segment that decides the recipients of a Message Broadcast.

I want to organize conversations I have finished handling

When you set a conversation to "Done", you can keep it organized separately from conversations that still need attention.

Set the "Done" status on conversations you have finished handling. If you use "Filter" to display only "To Do" conversations, you can focus on the ones that still need a response.

I want to change the status of multiple conversations at once

You can select multiple conversations in the conversation list and change their status all at once.

After selecting the target conversations with the checkboxes, choose "To Do" or "Done" from the toolbar. This is handy when you want to organize many conversations at once.

It takes me time to come up with a reply

Marketing Agent drafts a reply that follows the flow of the conversation for you.

With a conversation open, click "Generate reply", and the agent creates a draft reply based on the exchange so far. Do not send the generated text as is; review the content, edit it as needed, and then send it. The text is only a draft, and the person in charge decides whether to send it.

I want to send under the account name instead of my own name

You can switch the sender display between the individual name of the person in charge and the channel name (the name of the LINE Official Account).

From the sender switch on the conversation screen, you can choose whether to send with "Show name" or "Show channel name". Choose the individual name when you want to show who is responding, or the channel name when you want to present a consistent appearance as the account.

Can I see exchanges in groups and chat rooms?

Yes. In Chat you can also view, send, and receive conversations in groups and chat rooms.

When you want to see only one-on-one conversations, turn on "Show 1:1 chats only" in "Filter". If you leave a group or chat room, you will no longer be able to send or receive messages until you are invited again.

I want to separate spam and unwanted friends' conversations

When you choose Set as spam user from the conversation menu, you can treat that friend as spam.

You can review conversations with friends you have set as spam all in one place with "Friends marked as spam" in "Filter". You can revert the setting from Unset spam in the conversation menu.

I want to pin a specific conversation to the top of the list

When you choose "Pin" from the conversation menu, you can fix that conversation to the top of the list.

This keeps you from losing track of people you exchange messages with often or conversations you are currently handling. To unpin, choose "Unpin" from the same menu.

I want to stop auto-replies and handle it myself

Choosing "Stop auto-reply" from the conversation menu stops auto-replies to that friend for 10 minutes.

When you stop it, "Auto-reply paused for 10 minutes" appears, and during that window your members can reply by hand. Once the 10 minutes pass, replies resume automatically. If handling it by hand is taking longer, do the same thing again and it stops for another 10 minutes from that point. To bring replies back before the 10 minutes are up, choose "Resume auto-reply" from the same menu.

I want to see the CONNECT chat history from before the upgrade

Turning on "Include CONNECT history" in the inbox "Filter" brings chat history from before the upgrade into the conversation list.

It is off by default, so normally you only see exchanges from after you switched to Lumo. Turn it on when you want to look back at older exchanges. You can clear the setting at any time with "Clear".

I want to send files such as PDFs

From "Attachment", you can send images, videos, and audio, as well as document files such as PDF, Word, Excel, PowerPoint, CSV, and text.

The size limit is 30MB per file. Files over the limit or in unsupported formats can't be sent, so split the file or convert its format before sending.

I want to divide conversations among members

Assigning an assignee to each conversation makes it easier for your team to share the work.

Select a member under "Assignee" in the "About this customer" card in the right-hand panel. When you select "Assigned to me" under "Assignee" in the filter, you can show only the conversations you're responsible for. You can find unhandled conversations under "Unassigned".

I want to create HubSpot tickets and deals from the inbox

While HubSpot is connected, you can create them from "Create" on the ticket or deal card in the right-hand panel without leaving the conversation.

Create a ticket by entering a subject, pipeline, and stage, or a deal by entering a deal name, pipeline, and stage (amount is optional). Created tickets and deals are linked to the HubSpot contact, and from the card you can view and edit their details or jump to them via "Open in HubSpot". If the card doesn't appear, check the HubSpot connection status and whether the other party is linked to a HubSpot contact.

I want to limit which LINE accounts each member can see

You can limit the LINE Official Accounts that each member can use in chat.

An administrator selects "Limited" under "Chat Scope" in "Chat Features" on the member edit screen, then specifies the target accounts under "Usage Account". A restricted member's inbox shows only the specified accounts. Administrators can always use all accounts.

Does opening a conversation in Lumo mark it as read on the friend's LINE?

Whether the friend sees the read mark is decided by how the LINE Official Account is operated. Opening or replying to a conversation in Lumo doesn't change when the read mark appears.

Opening a conversation in Lumo's inbox clears the unread badge in Lumo, but Lumo doesn't send read receipts to LINE. To change when messages are marked as read, review the chat feature settings on the LINE Official Account side.

How long are messages kept?

Regardless of the display period on the LINE side, you can review your past message history later in Chat.

Even after a message can no longer be displayed in the LINE app, the conversation history remains in Lumo's inbox. For the specific retention period and the conditions for deletion, please contact support.

A message is not showing up in the inbox

If a message has arrived but is not showing up, check the connection status and the filter conditions.

If it still doesn't show up, please contact support.