Frequently Asked Questions About Klaviyo Integration

Common questions about the Klaviyo integration are answered below.

What permissions and plan do I need for the Klaviyo integration?

The Klaviyo integration requires an account with permission to approve app integrations in Klaviyo.

You approve the integration during Klaviyo setup, at the step where you authorize the app integration on the Klaviyo side. Use an account that has permission to change account-wide settings and authorize app integrations, such as an administrator account. Eligibility based on your Klaviyo plan follows whatever Klaviyo currently offers. Because day-to-day operation includes email and SMS delivery, we recommend a plan that lets you use delivery features.

Permission guidelines

Can I send LINE messages from a Klaviyo Campaign?

No. Klaviyo Campaigns (mass sends) have no Webhook action, so you cannot send LINE directly from a Campaign.

Campaign-style mass LINE broadcasts go out from Lumo's Message Broadcast. If you specify a Segment built from Klaviyo conditions (lists, properties, ID linkage) as the recipients, you can reach the target audience you manage in Klaviyo on LINE as-is. Scenario-driven automated sends are done from a Webhook action in a Klaviyo Flow. With either route, delivery results are recorded on Klaviyo profiles.

How do I send a LINE message from a Klaviyo Flow?

Add a Webhook action to your Klaviyo Flow and enter Lumo's setup values to send.

The setup flow is as follows.

Setup steps

1. In Lumo, check the destination URL, header name, and authentication key under "Flow Message Settings" on the "Settings" tab.
2. Add a Webhook action to your Klaviyo Flow and set the destination URL and authentication key you confirmed.
3. Specify the request body. If you paste the content generated with "Get JSON" on a Lumo Auto Send Message, the merge variable for the recipient is included automatically.

How to specify the message to send

Sends from a Flow are slow or not arriving — why?

Due to processing on the Klaviyo side, it can take anywhere from tens of minutes to about an hour from when the event occurs to when the Webhook runs.

This is due to how Klaviyo ingests events and processes Flows; Lumo sends to LINE promptly as soon as it receives the request from Klaviyo. To verify that your setup is correct, use Klaviyo's Payload Preview and a test send rather than waiting for an actual delivery.

If messages are not arriving at all, check the following in order.

1. Whether the recipient customer has completed ID linkage between LINE and Klaviyo (if not linked, the recipient cannot be identified and the message does not arrive)
2. Whether the Flow and the Webhook action are Live (published) — they can revert to Draft after saving
3. Whether the Webhook's authentication key matches the value in "Flow Message Settings"

Also, if more than 6 hours pass between when the event occurs and when it is ingested into Klaviyo, the Flow will not be triggered for that event (this is Klaviyo's specification).

Can I send LINE to friends who are not ID-linked?

It depends on the route. Lumo's Message Broadcast can send to them; sends via a Klaviyo Flow cannot.

• Lumo's Message Broadcast: You can broadcast to all of your LINE friends (it reaches friends who are not ID-linked, too). However, if you set a Segment built from Klaviyo conditions as the recipients, only ID-linked friends are included
• Sends via a Klaviyo Flow: These reach only ID-linked customers. If a customer is not linked, the recipient cannot be identified, so they are skipped

Note that event recording in Klaviyo (opens, clicks, and so on) happens only for ID-linked customers, regardless of the route.

How do I link a Klaviyo profile to a LINE friend?

You can link IDs in several ways, using the email address, phone number, or LINE User ID as the key.

Choose from the following methods to match your customer flow.

Can I send a custom QR Code from a Klaviyo email to link accounts?

Yes, you can.

When you set Klaviyo as the linking type on a Lumo custom QR Code and specify Klaviyo merge variables (such as email address or phone number), a per-customer linking URL is generated. Insert this URL into a Klaviyo email and send it, and when a customer adds you as a friend, the corresponding Klaviyo profile and LINE user are linked automatically.

Where do product cards get their product data?

Product feeds such as best sellers, newest, and on sale use product data synced directly from your Shopify store.

To use them, install the Lumo app on both Klaviyo and Shopify. Product cards that use "Trigger products," such as the abandoned cart follow-up, use the product information contained in the event that triggered the Flow, so they work without product data sync with Shopify.

No products appear on the product card's "Best sellers" feed

A best-sellers product feed selects products based on sales records, so products with no sales are not shown.

In stores that still have little sales data — such as right after opening — there may be no products to show, and the message may display as text only. In that case, the fallback products are shown instead. Right after launch, we recommend using a "Newest" feed or fallback products, then switching to "Best sellers" once sales data has accumulated.

Can I use LINE opens and clicks in Klaviyo?

Yes, LINE behavior is recorded as Klaviyo events and can be used.

LINE message sends, opens, and clicks, as well as friend additions and blocks, are recorded as events on ID-linked Klaviyo profiles. You can use these events to build Klaviyo segments, analyze them in reports, and trigger Flows.

Is a LINE open the same as "Read" in the LINE app?

No, they are different metrics.

Opens (Opened LINE Message) come from Lumo's measurement mechanism and are different from "Read" in the LINE app. Opens and clicks are recorded for messages that include a trackable link or image.

Can I tie revenue to LINE sends?

Klaviyo's revenue attribution (attributed conversion) does not automatically apply to LINE sends from Lumo.

That is because Klaviyo's revenue attribution is a mechanism designed for email and SMS sent from Klaviyo. When you want to see the revenue impact of your LINE campaigns, combine methods such as adding UTM parameters to the links you send and measuring with web analytics, or analyzing purchases by the Segment that reacted on LINE.

Can I run LINE broadcasts using Klaviyo segments?

Yes, you can use Klaviyo data to target LINE broadcasts.

You can specify Klaviyo integration data (link status, lists, properties) as conditions for a Lumo Segment. Using this Segment, you can narrow down the audience for a Message Broadcast or show different Rich Menus to different people. You can reach the same target audience on LINE as your email campaigns.

Note that a segment here means the conditions used to narrow down a delivery audience. It is a different concept from the tags you attach to friends. If you want to attach Klaviyo data to friends as tags, manage it with the tag feature.

Can I connect multiple LINE Official Accounts to one Klaviyo account?

Yes, you can.

When you connect multiple LINE Official Accounts, a number is appended to the end of the property names written to Klaviyo profiles (for example, LINE User ID 2) to distinguish the accounts. Settings and syncing are managed separately for each account.

Which Klaviyo data is synced?

Lumo writes LINE information into Klaviyo as custom properties.

The LINE User ID, LINE display name, LINE follow status, LINE consent status, and more are synced to Klaviyo profiles. Profile fields such as first name, last name, email address, and phone number, on the other hand, are not synced from Klaviyo to Lumo by default. You can add the fields you want to bring into Lumo on the "Sync Data" screen.

Sync direction overview

What happens when I reissue the authentication key for Flow message sending?

When you reissue it, the old authentication key stops working immediately.

Update the header value set on the Klaviyo Flow side to the new authentication key as well. If you do not, LINE delivery from the Flow will fail with an authentication error and messages will no longer be sent. You can reissue the key from "Reissue Authentication Key" under "Flow Message Settings" in Lumo.

How is the LINE consent status in Klaviyo updated?

It is updated automatically based on the LINE friend status.

When a customer adds you as a friend, this is reflected as consent given, and when they block you, as consent withdrawn, automatically updating the LINE consent status on the linked Klaviyo profile. On the Klaviyo side, you can use this consent status as a condition for segments and Flows. When you want to bring in the latest friend status, you can fetch it again from "Update LINE Consent Status" on the "Settings" tab in Lumo.

This updates the consent status on the Klaviyo side to the latest value; it does not change the actual LINE follow status itself.

If I remove the integration, is the data on the Klaviyo side deleted?

No, the data written to Klaviyo remains on the Klaviyo side.

Data written to Klaviyo, such as the LINE User ID and custom properties, is not deleted. What is stopped or deleted when you remove the integration is the periodic sync with Klaviyo and the sync history brought in from Klaviyo. If you re-sync from Lumo after re-integrating, the link by LINE User ID is recreated.

What remains and what is removed when you disconnect