Track who tapped your Rich Menu, when, and how many times — per friend. It records not just links, but taps on text, menu switches, and postbacks too. The results appear in the friend timeline, reports, and segments, so you can improve your menu and target follow-up messages.
What is click tracking?
Click tracking records Rich Menu taps per friend. Which friend tapped, when, and how many times all build up automatically. It records not just link taps, but taps on text, menu switches, and postbacks too.
Turn on "Click tracking" for a link action and a "Tracking link" is created automatically for that link. Its name is "menu name/action number" (for example, "Main Menu/Action 1"), and this is the name you see in reports and segments. Tracking link names on menus you created earlier switch to the new wording the next time you apply the menu.
| What is recorded | Description |
|---|---|
| Who tapped | Records which friend tapped |
| When | The first and most recent tap timestamps |
| How many times | Tap counts per friend and per action in total |
Which taps are tracked
All four action types you can set on a Rich Menu can be tracked. How each one is tracked differs, though. Links are the only ones with exact figures; the rest are estimates.
| Action type | How it's tracked | Accuracy |
|---|---|---|
| Link | Records the tap by way of a tracking link | Exact |
| Text | Matches the text that arrives from the friend against the wording set on the menu | Estimated |
| Switch menu | Records the switch action as it comes in | Estimated |
| Postback | Matches the data it receives against what is set on the menu | Estimated |
An estimated tap sometimes can't be pinned to a specific area of the menu. Taps that could not be pinned down are grouped under "Unknown" on the report's action dimension. If a friend types the same wording as the menu themselves, that can be counted as a text tap too.
Requirements
To track link taps per friend, LINE Login must be set up for the target LINE Official Account.
- The target LINE Official Account is connected
- LINE Login is set up in the LINE account settings (the same setting used for custom QR codes)
If LINE Login is not set up, the editor shows "Tracking is unavailable because LINE Login is not set up." The link itself still works normally. Taps on text, menu switches, and postbacks are recorded even without LINE Login.
Enabling click tracking
"Click tracking" is on by default for link actions — just apply the Rich Menu and tracking starts.
- In the Rich Menu editor, select "Link" as the area action
- Enter the URL
- Confirm "Click tracking" is on (turn it off for links you don't want to track)
- Click "Start using Rich Menu" to apply it
Tracking settings take effect when the Rich Menu is applied. To start tracking on a Rich Menu that is already in use, save your changes and apply it again.
This setting is for link actions. Taps on text, menu switches, and postbacks are recorded without any setup.
What friends experience
When a friend taps a link, they experience it as usual, and the linked page opens.
- On the first tap only, the LINE consent screen (LINE Login authentication) may appear once. After consenting, the friend is taken to the link destination
- From the second tap onward, no consent screen appears and the destination opens right away
- Friends who don't consent are still taken to the destination (their taps are not counted toward unique users)
Taps from the desktop LINE app are counted by number of taps only; the individual friend is not recorded. No consent screen appears for taps on text, menu switches, or postbacks.
Checking the results
Tap records are available in three places: the friend timeline, reports, and segments.
In the friend timeline
On the friend detail timeline, a link tap shows as "Tapped tracking link "menu name/action number"". Taps on text, menu switches, and postbacks show as "Tapped Rich Menu "menu name"". You can see when each friend tapped which action.
In Reports
Use the "Rich menu" dataset to aggregate taps by menu, action, and day. Choose the "Rich menu analysis" template to see a menu × action click ranking right away. You can download the aggregated results as CSV, and drill down from a click-count cell to the list of friends who tapped (Assigned users cells don't support drill-down).
The analysis dimensions include "Action" and "Action type". Action tells you which action within the menu it was; action type tells link, text, switch menu, and postback apart. Estimated taps whose area could not be pinned down are grouped under "Unknown" on the action dimension.
| Metric | Description |
|---|---|
| Clicks | The total number of taps |
| Unique clicks | The number of friends who tapped |
| Assigned users | The number of friends the Rich Menu is currently assigned to |
| Click rate | Unique clicks ÷ assigned users |
Because of LINE's specifications, the number of times a Rich Menu is displayed (impressions) can't be obtained. Instead, the click rate uses "Assigned users"—the number of friends who could be shown the menu—as the denominator to gauge response. It counts only the friends who can see the menu right now, so friends who have blocked you are not included. Assigned users is recorded automatically every night, with today's figure aggregated from the current value. Assigned users and Click rate can be aggregated for the period from when recording started, while Clicks and Unique clicks can be aggregated retroactively, including past taps.
To see which friends the menu is currently applied to, open the Rich Menu list and click the number of people shown in the Status column to view them as a friend list (it shows the friends the menu was applied to from Lumo). Both the count and the list leave out friends who have blocked you, so the two line up.
In Segments
Use the "Tracking link" segment condition to filter friends who tapped — or did not tap — specific links. This is useful for follow-up broadcasts targeted at friends who showed interest.
Using it in HubSpot and Klaviyo
If you use the HubSpot or Klaviyo integration, Rich Menu taps are also recorded automatically as events on ID-linked contacts and profiles. Taps other than links are sent too.
- HubSpot: A "LINE rich menu clicked" card appears on the contact timeline, and custom reports let you analyze which customers, with which attributes, tapped which action on which menu. Taps can also be used as enrollment triggers for HubSpot workflows
- Klaviyo: The "Clicked LINE Rich Menu" metric is recorded on the profile and can be used in segment conditions and as a Flow trigger
Both record the menu name, action number, action type, and how it was tracked (exact or estimated) as event properties, so you can analyze taps per action in those tools' reports as well. Only taps by ID-linked customers are recorded.
When things don't work
If taps are not recorded, check the LINE Login setup and when the menu was applied.
| Symptom | What to check |
|---|---|
| Link taps are not recorded | Confirm LINE Login is set up in the LINE account settings. Without it, link taps are not tracked |
| Tracking was turned on but has no effect | Tracking settings take effect when the Rich Menu is applied. Apply it again with "Start using Rich Menu" |
| Unique users look lower than expected | Taps from the desktop LINE app and taps by friends who did not consent are counted by taps only, not unique users |
| Counts appear for taps nobody remembers making | Text and postback taps are estimates. A friend typing the same wording as the menu themselves can be counted too |
| An action shows as "Unknown" | That is an estimated tap whose area could not be pinned down. The per-menu count is still correct |
| Nothing appears in reports | Aggregation may take some time. Also check that the report period is correct |