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 four main reasons a broadcast doesn't arrive: a friend has blocked you, no one matches the target Segment, the broadcast is still a draft, or your LINE Official Account connection has dropped.
| Cause | How to check | What to do |
|---|---|---|
| A friend has blocked you | Check the block status in the friend list | You cannot send broadcasts to friends who have blocked you. This is by design |
| No friends match the target Segment | Check the target count under "estimated number of 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 "Confirm Broadcast" |
| The LINE Official Account connection has dropped | Check the connection status on the settings screen | Reconnect your LINE Official Account |
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 whether the link was set in Lumo's broadcast screen and whether tracking conversion has been disabled.
| Cause | What to do |
|---|---|
| A link created outside Lumo | Only links set on the broadcast screen are measured. Links shortened or converted with an external tool are not measured |
| 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 |
| A URL is written directly in the text | A URL pasted as-is into a text message may not be measured. Use a format where you can set a link, such as a button in a Rich Message |
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 whether the friend you chose as the recipient has added that LINE Official Account as a friend, and whether the test recipient is selected correctly.
You run a test send on the broadcast's "Confirm Broadcast" screen. Select a friend under "Test recipient" and press "Send test message" to see how the broadcast will actually look before sending.
| Cause | What to do |
|---|---|
| The recipient has not added the LINE Official Account as a friend | Add that LINE Official Account as a friend in the LINE app, then send the test again |
| The test recipient is not selected correctly | Check that the correct friend is selected under "Test recipient" |
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, or canceling depending on its status.
| Status | What to do |
|---|---|
| Draft | Open the broadcast to edit its content, or delete it from the list |
| Scheduled | On the broadcast detail screen, choose "Cancel scheduled broadcast" to return it to a draft. You can schedule it again from the draft |
| Sent | It cannot be canceled. Send a follow-up broadcast if needed |
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 "Confirm Broadcast" screen before broadcasting.