Forward chats to Klaviyo Helpdesk, and the messages customers send to your LINE Official Account become Helpdesk tickets, while the replies you write in Helpdesk reach the customer on LINE. Your support team replies to both email and LINE from the Klaviyo Helpdesk screen alone. This article covers the setup steps, what a ticket looks like in Helpdesk, how to reply, and what to keep in mind.
What forwarding chats to Klaviyo Helpdesk does
The messages customers send to your LINE Official Account arrive in Klaviyo Helpdesk, and you reply to them from Helpdesk.
| Direction | What happens |
|---|---|
| Customer → Helpdesk | Lumo turns the customer's LINE message into an email and sends it to Klaviyo Helpdesk, where it becomes a ticket |
| Helpdesk → customer | Lumo delivers the reply you write in Helpdesk over LINE. The customer receives it as a message from your LINE Official Account |
Klaviyo has no way to add LINE as a Helpdesk channel, so Lumo uses Helpdesk's email channel. Your team replies to LINE inquiries on the same screen as email inquiries.
What you need to use this feature
The feature is available on the Business plan and above, for a LINE Official Account that's already connected to Klaviyo. Only an administrator can set it up.
| Requirement | Details |
|---|---|
| Plan | Business plan or above |
| Klaviyo integration | The Klaviyo integration is set up for the LINE Official Account. The steps are in Integrate with Klaviyo |
| Role | Workspace administrator in Lumo |
| Klaviyo | Klaviyo Helpdesk is available, and a support email address appears under "Settings" > "General" > "Email support" in Klaviyo |
Setting up forwarding
Register Klaviyo's support email address in Lumo, then send a test email to confirm that a ticket is created.
In Lumo, open the LINE Official Account, go to "Integrations" > "Klaviyo" and open "Settings". The "Forward chats to Klaviyo Helpdesk" card is under "Sync & automation".
Steps
- In Klaviyo, open "Settings" > "General" > "Email support" and copy the support email address shown there (for example, support@xxxx.klaviyoservice.com, or your own address if you've set up a custom domain)
- In Lumo, paste it into "Helpdesk email address" on the "Forward chats to Klaviyo Helpdesk" card and click "Save"
- Click "Send a test email" to send one email, and confirm that a ticket appears in Klaviyo Helpdesk
- From then on, every message a customer sends to your LINE Official Account becomes a ticket automatically
Pausing and removing
- Turn off the "Enable forwarding" switch to pause forwarding. Turn it back on to resume
- "Stop forwarding" deletes the setting. Tickets created so far stay in Klaviyo
What a ticket looks like in Helpdesk
Each customer's LINE messages arrive as a single ticket. The sender name and email address tell you the inquiry came from LINE.
| Item | How it appears in Helpdesk |
|---|---|
| Subject | "[LINE] Customer's display name (LINE)" |
| Sender | The customer's LINE display name with "(LINE)" added. The email address has the form "LINE user ID@line.lumo.cx" (for example, U5a6980fa…@line.lumo.cx) |
| Body | The customer's message. A one-line "Open in Lumo" link at the end opens the conversation in the Lumo inbox |
| Photos, videos, audio and files | Delivered as attachments (up to 30MB in total). If the total is over the limit or a file couldn't be retrieved, the email says so and includes a link to open it in Lumo |
| LINE emoji and stickers | Delivered as images |
| Location | Delivered as an address with a map link |
| Channel | Shown as "Email", by Klaviyo's design |
One ticket per customer
Each customer has one ticket. Follow-up messages land in the same ticket. Even a ticket that Klaviyo's settings closed reopens with the customer's next message. By default, Helpdesk closes a ticket automatically after two days without activity. You can change the period in Klaviyo.
Replying from Helpdesk
Reply from Helpdesk's usual reply box, and the customer receives your reply on LINE as a message from your LINE Official Account.
| What you send | How it arrives on LINE |
|---|---|
| Text | Only the body text arrives. Quoted text and signatures don't |
| Image attachments | Arrive as images on LINE |
| Other file attachments | Arrive as a card with the file name and a link to open the file |
A reply can take a moment to arrive, since it travels by email (from a few seconds up to a minute).
Things to keep in mind
Klaviyo tells people apart by email address, so there are rules about how LINE customers appear and where you reply from.
- LINE customers appear as separate profiles: Because Klaviyo links people by email address, a LINE customer appears in Helpdesk as a separate, LINE-only profile. The LINE user ID in the email address is the same value as the "LINE User ID" property that Lumo's Klaviyo integration writes, so you can match it to the original profile. Merging it into the customer's email profile does not stick: the next message recreates the LINE-only profile
- Replies count as sent messages: Replies from Helpdesk count toward the number of messages sent by your LINE Official Account
- Reply from Helpdesk, consistently: Replies sent from the Lumo inbox don't appear in the Helpdesk ticket. Keep LINE replies in Helpdesk
- Always reply from the ticket: An email you compose as a new message to the customer's address, rather than a reply in the ticket, doesn't reach LINE
- Autoresponders reach LINE too: Helpdesk autoresponders go to LINE customers just as they go to email customers
When things don't work
Most issues come down to three checks: the registered email address, the forwarding state and how the reply was sent.
| Symptom | What to check |
|---|---|
| No ticket is created | Check the spelling in "Helpdesk email address" and that you clicked "Save". Check that your plan is Business or above. Try "Send a test email" to see whether a ticket appears, and if the card shows "Last error", read what it says |
| The reply doesn't reach LINE | Check that you replied from the ticket. A new email doesn't reach LINE. Also check that "Enable forwarding" is on |
| Photos or videos don't arrive | Check that the attachments don't exceed 30MB in total. When they do, the email says the attachment couldn't be retrieved and includes a link to open it in Lumo, so view it in the Lumo inbox |