When a Message Broadcast isn't arriving or open and click rates aren't improving, the Marketing Agent can help. Tell it "my broadcast isn't arriving," and it will isolate the cause and suggest improvements based on your situation. Steps for checking things yourself are also included under each topic.
A broadcast doesn't reach your friends
There are six main reasons a broadcast doesn't arrive: a friend has blocked you, no one matches the target Segment, the broadcast is still a draft, your LINE Official Account connection has dropped, unresolved variables remain in the message, or the monthly message limit has been reached.
| Cause | How to check | What to do |
|---|---|---|
| A friend has blocked you | Check the block status in the friend list | You can't send broadcasts to friends who have blocked you. This is by design |
| No friends match the target Segment | Check the target count under "Estimated Recipients" on the broadcast creation screen | Review your Segment conditions |
| The broadcast is still a draft | Check whether the status in the Message Broadcast list is "Draft" | Open the broadcast and run it from "Delivery Confirmation" |
| The LINE Official Account connection has dropped | Check the connection status on the settings screen | Reconnect your LINE Official Account |
| Variables that can't be replaced remain in the message | Filter the recipient list by "Error" and check whether the error reason is "Invalid message content" | Fix misspelled or unregistered variable names. Friends affected by this don't receive the message. A test send before broadcasting catches it too |
| The LINE Official Account has reached its monthly message limit | Check whether the broadcast status is "Needs Review". If the limit was reached partway through the broadcast, the recipient list shows "Monthly message limit reached" | Check your usage and plan in LINE Official Account Manager. If you change your plan, the new limit applies from the next broadcast |
Variables for properties with no registered value are replaced with "--" and sent. A send is blocked only when a variable that can't be resolved, such as a misspelled name, remains in the message.
You set the recipients with "All friends" or a Segment. A Segment is a set of filtering conditions for friends, which is a different concept from the tag you attach to friends. When a broadcast isn't reaching the friends you intended, first check the Segment conditions and the estimated number of recipients.
Open rate is low
When the open rate is lower than expected, review four points: the broadcast time slot, the frequency, how broad the target is, and the opening of the message.
| Cause | What to do |
|---|---|
| The broadcast time slot doesn't fit | Check which time slots had high open rates in past broadcast results, and send at that time |
| The broadcast frequency is too high | Reduce the frequency. Too many broadcasts can lead to blocks |
| The target is too broad | Narrow it down with a Segment and broadcast to the friends most interested |
| The opening of the message isn't compelling | Craft the first sentence so it conveys the content right away |
If you tell the Marketing Agent "I want to improve my open rate" in "Consult" mode, you'll receive improvement suggestions based on your broadcast result data. When you want a suggestion turned directly into a broadcast, switch to Auto or Create mode and ask for it.
Clicks aren't being measured
When clicks on links inside a broadcast don't appear, check the tracking conversion setting, the broadcast type, and the URL format. URLs pasted into the message text and URLs in Rich Messages, Card Type Messages, and Flex Messages are all converted into tracking links, and clicks on them are recorded.
| Cause | What to do |
|---|---|
| Tracking URL conversion is disabled | If "Don't convert URLs for tracking" is turned on in the broadcast creation screen, links in that broadcast are not measured. Turn it off if you want measurement |
| The broadcast uses LINE Audience | Statistics are tallied on the LINE side, so clicks don't appear in Lumo's click measurement |
| The URL doesn't start with http(s):// | Only URLs starting with http:// or https:// are measured |
URLs you put in a broadcast are replaced with tracking short links so that clicks can be counted. Your friends see https://t.lmt.cx/ followed by 10 lowercase letters and digits in their chat. When a friend asks about "a link I don't recognise", this short link is what they mean. If you have registered "Custom Domain" under "Tracking" in your workspace settings and its status is "Active", broadcasts created after that use short links on your own domain.
You can check the number of clicks under "Performance" on the broadcast detail screen. Statistics appear after the broadcast is complete.
A test send doesn't arrive
When a test send doesn't arrive, check the test recipient registration and whether that member has added the account as a friend. If the send fails, the number of failures and the reasons appear on screen.
You run a test send on the broadcast's "Delivery Confirmation" screen. Select a registered member under "Test recipient" and press "Send test message" to see how the broadcast will actually look before sending. You can't pick a friend directly.
| Cause | What to do |
|---|---|
| No test recipient is registered on the delivery source account | When the list is empty you see "Register a test recipient using the button below". If searching the selection field shows "No results found", clear the search term and check the options. If no options appear even with the search cleared, this is also the cause. Register one from "Register test recipient" in the selection field |
| The registered member has not added the LINE Official Account as a friend | Have the member add that LINE Official Account as a friend in the LINE app, then register the test recipient again |
| The test recipient is not selected correctly | Check that the correct member, registered on the delivery source account, is selected under "Test recipient" |
For the requirements and steps, see Registering and using test recipients.
The main reasons shown when a test send fails, and what to do about them, are as follows.
| Reason shown | What to do |
|---|---|
| This friend cannot receive test messages because they have not been registered in advance | Register that member as a test recipient on the broadcast's delivery source account |
| The test recipient registration has changed. Please select the recipients again. | The registration changed while you were selecting. Pick the recipients again under "Test recipient" |
| The selected test recipient is not a friend of this broadcast's delivery source account | Check the delivery source account and select a test recipient registered on that account |
| The feed has no products to show | Check the products in the content feed used by the product card, and its fallback products |
| LINE temporarily rate-limited the send. Please try again shortly | Wait a while, then run the test send again |
| The message still contains variables that could not be replaced | Check for misspelled or unregistered variable names |
| The LINE Official Account has reached its monthly message limit | Check your usage in LINE Official Account Manager |
| LINE channel authentication failed | Check the channel ID and channel secret in the account settings |
| LINE rejected the message content | Check the LINE reason shown alongside and fix the message content |
| The test recipient could not be reached | The recipient may have blocked or unfriended the account |
You want to cancel a broadcast
A broadcast that has already been sent cannot be canceled. Before it's sent, you can handle it by editing, deleting, archiving, or canceling depending on its status.
| Status | What to do |
|---|---|
| Draft | Open the broadcast to edit its content, or delete or archive it from the list |
| Scheduled | On the broadcast detail screen, choose "Cancel scheduled delivery" to return it to a draft. Deleting or archiving it from the list also cancels the schedule |
| Sent | It cannot be canceled. Send a follow-up broadcast if needed |
Archived broadcasts come back with "Restore from archive" in the "Archive" tab of the side menu. Restoring doesn't resume the schedule. Deleted broadcasts cannot be restored.
A pre-send test is a good way to build the habit of checking before you send. Review the test recipient, the broadcast recipients, and the message content together on the "Delivery Confirmation" screen before broadcasting.