Customer actions on LINE — such as opening or clicking a message, adding your account as a friend, or tapping a Rich Menu — are recorded as events on the HubSpot contact timeline, so you can use them in custom reports and workflows. Once your HubSpot integration and ID linkage are in place, these events are recorded automatically, so a good place to start is by telling the agent a goal like "I want to report on LINE reactions in HubSpot."
What Is LINE Activity Recording
LINE activity recording is a mechanism that automatically records your customers' actions on LINE as events on their ID-linked HubSpot contacts.
Recorded events appear as cards on the contact timeline, and they can also be used in HubSpot custom reports and as workflow enrollment triggers. LINE actions line up in the same place as email and form activity, so you can see a customer's movements across channels within a single contact.
If your integration is already set up, no configuration is needed. Whether the message goes out via a Lumo Message Broadcast, an auto send message, or a Workflow send, LINE actions are recorded automatically each time they occur.
LINE Events Recorded in HubSpot
A range of actions on LINE are recorded as HubSpot events. The recorded event names are as follows.
| Action on LINE | Event name recorded in HubSpot |
|---|---|
| Message sent | Sent LINE Message |
| Message delivered | Delivered LINE Message |
| Message opened | Opened LINE Message |
| Message clicked | Clicked LINE Message |
| Message send failed | Failed LINE Message |
| Added as friend | Followed LINE Account |
| Blocked | Blocked LINE Account |
| QR Code scanned | Scanned LINE QR Code |
| Rich Menu tapped | Clicked LINE Rich Menu |
The event names follow the same naming as the metrics recorded by the Klaviyo integration. The LINE Attributed Order event, which records LINE revenue attribution, is recorded through a separate mechanism (attribution).
Key Properties Recorded on Events
Each event carries properties you can use for filtering and grouping in reports.
| Property | Description |
|---|---|
| Broadcast name / message name | Shows which broadcast and which message the action came from |
| Delivery route | Records the route, such as Message Broadcast, auto send message, or Workflow |
| Link URL | For click events, records the link that was tapped |
| Rich Menu name / button position | For Rich Menu taps, records which button on which menu |
| QR Code name | For QR Code scans, records which QR Code |
| Error code | For send-failure events, records the type of failure |
About Open and Click Measurement
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. For text-only messages with nothing to measure, open and click events may not be recorded.
How Events Appear on the Timeline
Recorded events appear chronologically as cards on the HubSpot contact timeline.
For example, a Rich Menu tap appears as a "LINE rich menu clicked" card together with the menu name, button position, and the tapped link. Because these cards sit on the same timeline as email opens and meeting logs, reps can check LINE reactions just by looking at the contact record.
1:1 chat conversations are recorded separately from these events: they are logged to the HubSpot inbox when inbox sync is enabled.
Analyze with Custom Reports
With HubSpot's custom report builder, you can create reports that combine contact properties with LINE events.
When you create a report and choose contacts and a LINE event (for example, Clicked LINE Rich Menu) as the data sources, you can aggregate "which customers, with which attributes, tapped which Rich Menu, and when." Event properties (Rich Menu name, button position, broadcast name, and so on) can be used as filter conditions and grouping axes.
- You can run attribute × behavior cross analyses, such as "contacts in the Customer lifecycle stage who tapped a Rich Menu this month"
- On HubSpot plans that include customer journey analytics, you can also build funnels such as "Rich Menu tap → form submission → deal created"
Whether the custom report builder and journey analytics are available depends on your HubSpot plan. See HubSpot's plan descriptions for details.
When you want to review LINE broadcast results within Lumo, ask the agent to "analyze the reactions to my recent broadcasts," and it will use Lumo's reports to give you a recap and suggest next moves.
Using Events as Workflow Triggers
LINE events can be used as enrollment triggers for HubSpot workflows.
For example, you can build automations on the HubSpot side that start from LINE actions, such as "notify the owner and create a sales task when someone taps a specific Rich Menu button" or "switch to email follow-up when someone blocks you on LINE." Event properties (Rich Menu name, broadcast name, and so on) can be used as trigger filter conditions.
Event recording is designed primarily for measurement, so on rare occasions an event may not be recorded. For automations that demand reliability and immediacy — such as a greeting sent right after a friend add — we recommend using Lumo workflows.
About the Change from the Previous Events
In August 2026, LINE activity recording switched to new events with expanded event names and properties.
If you have been using the integration since before then, past broadcast events are recorded under the name "LINE Broadcast events." New actions after the switch are recorded under the new event names above (such as Sent LINE Message).
- Events recorded in the past remain on the timeline as they are
- Existing reports that use "LINE Broadcast events" as a condition will not accumulate new data after the switch. We recommend creating reports with the new event names
- The new events record far more properties, so you can now filter by broadcast name, link, delivery route, and more
Conditions for Events to Be Recorded
LINE events are recorded only while the HubSpot integration is active, and only for customers whose IDs are linked.
If a HubSpot contact and a LINE friend are not ID-linked, there is no way to identify which contact the event should be recorded on, so the event is not recorded. Also, recording Rich Menu taps requires Rich Menu click tracking to be enabled ("Click tracking" for link actions is on by default).
When Things Aren't Working
If events are not recorded, check your ID linkage and tracking settings.
| Symptom | What to check |
|---|---|
| Events do not appear on the timeline | Check whether the customer in question is ID-linked. Actions by customers who are not linked are not recorded |
| Rich Menu taps are not recorded | Check that "Click tracking" is on for the link action and that LINE Login is set up in the LINE account settings |
| Opens and clicks are not recorded | Opens and clicks are recorded for messages that include a trackable link or image. They may not be recorded for messages with nothing to measure |
| Events do not show up in reports | Check whether your HubSpot plan includes the custom report builder. It can also take a few minutes for events to be reflected |
| Counts do not match Lumo reports | Only actions by ID-linked customers are recorded in HubSpot. Taps from the desktop version of LINE and anonymous taps are counted only on the Lumo side, so Lumo's numbers can be higher |
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