Messages sent from Lumo are subject to two kinds of limits: your Lumo plan's free allowance and your LINE Official Account plan's limit. This article explains how messages are counted and what happens when you reach each limit.
How the two limits differ
Your Lumo plan's free allowance is the limit that affects your Lumo charges, while your LINE Official Account plan's limit is the point at which LINE stops sending.
| Limit | Where it is set | What happens when you exceed it |
|---|---|---|
| Lumo plan's free allowance | Your Lumo plan (Free 200, Starter 5,000, Business 30,000, Enterprise 100,000 messages) | On the Free plan, you can no longer send. On paid plans, sending continues and the excess is charged as additional messages |
| LINE Official Account plan's limit | The plan you have contracted for your LINE Official Account | LINE stops sending, and broadcasts from Lumo stop too. You can't send even if you still have Lumo free allowance left |
A broadcast that hits the LINE Official Account plan's limit fails the pre-send check and shows "Needs Review" in the broadcast list. Administrators receive a notification. Once you change your plan or purchase additional messages in LINE Official Account Manager, you can send from the next broadcast onward. The limit resets at the start of each month.
How messages are counted
Your message count is the messages sent from Lumo, minus the reply messages sent on the spot in response to a friend's action. It mainly consists of messages that staff send in Chat and Message Broadcasts; automatic replies aren't included in the count.
Specifically, LINE's mechanism divides messages as follows.
| Type | Counted? | Examples |
|---|---|---|
| Reply messages sent on the spot in response to a friend's action | Not counted | Automatic replies to the Rich Menu or keywords, and replies the Customer Agent returns on the spot |
| Messages Lumo sends at your own timing | Counted | Message Broadcasts, messages sent in 1:1 Chat, and messages that Workflows or Auto Send Messages send after a delay |
When you broadcast to multiple friends, the count is "number of messages in the broadcast × number of recipients". A single broadcast can contain up to 3 message bubbles.
The number and cost of additional messages are calculated from the messages sent from Lumo. LINE's count doesn't include messages that weren't delivered, such as those sent to friends who have blocked you. Lumo's billing never charges for more than LINE's count.
Notifications when you approach a limit
When you set a supervisor on the usage screen, you receive an email notification as you approach a limit.
- When you exceed the alert notification limit you set yourself
- When you reach 80%, 100%, 150%, or 200% of your LINE Official Account plan's limit
- When you reach 80% or 100% of your Lumo plan's free allowance
Within the same month, the notification for a given stage arrives only once.
Checking your usage
You can check this month's sent messages for each LINE Official Account under "Settings" > "Usage & Billing".
The number of messages sent is shown in two rows: "LINE Official Account" and "Lumo". The LINE Official Account figure is LINE's count and includes broadcasts from other tools. The Lumo figure is the number of messages sent from Lumo, and additional messages are calculated from this figure. Because the two figures come from different sources, they may differ.
I haven't reached my free allowance, but I can't send
Your LINE Official Account may be in a state where it can't send. Check your plan's limit and payment status in LINE Official Account Manager.
Does sending stop automatically when I exceed the limit on a paid plan?
No. The excess is billed as additional messages the following month. If you want to keep sending in check, set a supervisor so that alert notifications let you notice early.