Learn how to filter your inbox results in Respond
The Engage Inbox is your home for engaging with customers who are reaching out to your brand, proactive responses and delivering vital service.
This article will help you learn how to navigate the Inbox filters, so you can create specialized searches for building new workflows for faster and more relevant engagement.
The Deep Dive
The Deep Dive is a tool created to help agents filter and navigate unpredictable content within an Inbox. It uses tier based search logic, to equip the user with the tools to perform a dynamic range of unique searches, for the most specific needs. Every search can then be saved and used later. See your “Saved Dives” for a list of saved searches.
- Use customized search filters to find anything
- Select a time range for content.
- Dive even deeper by adding more filters for granular searches
Search using customized filters
Deep Dive searches work by combining two tiers of filters with a date range. We refer to these as Tier 1 & Tier 2. Tier filters are essential to your search, as they communicate the logic “Search this, for that” (Search Tier 1, for Tier 2).
Tier 1 is the name given to the area that reads “Match at least one of these”. Here you can select any number of Tier 1 filters to apply to your search. Adding multiple Tier 1 filters increases the range of content to search from, as it builds an “any of these” relationship between each Tier 1 filter selected.
As an example: adding a “Facebook” filter, and a “Twitter” filter will show you results from either Facebook or Twitter.
Tier 2 is the name given to the area that reads “And at least one of these”. Tier 2 is similar to Tier 1, where you can add any combination of Tier 2 filters, to build an “any of these” relationship. However, Tier 2 is reactive to Tier 1. Your Tier 2 filter will search within the results from your Tier 1 filters.
Continuing with the previous example: Using Tier 1 filters “Twitter” and “Facebook”, now add a Tier 2 filter that searches for “New content”, to show new content from Twitter or Facebook.
Creating new Tier 1 & 2 filters
In your Settings page, you will find the tools to inform and manage Tier Filters. Here you can create, remove, and edit your Tier Filters, and update their access permissions.
- Select the type of filter you’d like to create
- Save your Tier Filter with a relevant name and category
- Select who in your team can access the filter
- Create any custom combination of filters
Some tips for maintaining tier filters are:
- Use very descriptive names
- Provide a well thought comment
- Only give the relevant team members access to use it
If the Tier Filter you're editing is no longer right for this world, you can delete it by pressing the X under the ‘Tools’ heading, in the tier filter table.
Select a time range for content.
The date picker controls the time range that your Inbox covers. Changing this will alter your search to include or exclude content made at certain dates. You can search any range in the last 90 days of social content.
You can add more filters to your search for more granular searches. We call these additional filters Tier 3 Filters. They add on to your existing search by saying “In my search for Tier 2 objects, inside Tier 1 - find me anything that matches Tier 3”, adding deeper layers of search granularity.
Tier 3 filters can be added by selecting the “Filters” button at the bottom of your Deep Dive, and will give you the option to select from 13 unique types of filters.
Tier 3 filters
Here’s a list of all filters that can be applied on the fly, to any search made using the Deep Dive.
This will search for specific words used in a piece of content.
This will search for specific words used in titles of published articles.
This will find exact mentions of a URL.
This will allow you to position a square zone over an area on Earth, to filter content from.
This filter will look for mentions of a specific account within a piece of content. This filter only applies to Twitter content.
This filter will allow you to filter content by the name of the source that is has come from. (eg. Twitter, Facebook)
This allows you to look for public content appearing on a Facebook page or a public Instagram profile - either to or by the owner of the account.
Search for content by a specific author.
Search for content by authors within a specific social reach (This only applies to Twitter content).
This filter allows you to search content if it matches one or more types. Types refer to the mode in which that content was published (eg. a comment, a direct message).
This filter allows you to filter in/out videos, images, text and links.
Search for content by the language the customer has provided in their profile details. Note: This won’t necessarily show content only in the language you’ve searched.
Filter by whether or not content has been handled by your team, and by specific States within your team’s workflow.
Filter by whether or not content has been provided with a specific Classification within your team’s workflow.
Filter through content to see survey responses from specific and multiple surveys.
How to search with Boolean Language
When you open a fresh filter, it may present you with a blank field, expecting you to enter something manually. Every blank field search uses what we know as “Boolean Language” to elaborately explore the mountains of data that we collect. Boolean language is the idea that you can combine simple searching keywords, to come up with very elaborate searches, helping differentiate between “Cats and Dog”, “Cats or dogs”, “Cats not dogs”. These operations are:
How It Works
Search for any single word, with no space separations
Will return all matches of the single word
Search for any space separated words
Will return all matches that exactly match the combination of words.
Search for multiple words at once
“Cat” OR “Turtle”
Will return any content about cats or turtles.
Search for combinations of words
“Dog” AND “Turtle”
Will return any mentions of dogs when turtles have also been mentioned.
Exclude results containing words
“Turtle” NOT “Cat”
Will show content where there’s a mention of turtles, but certainly not a mention of cats too.
(“GROUPS OF OBJECTS”)
Use parenthesis to combine groups of objects for more elaborate searching
(“Small Turtle” OR “Big Turtle”) NOT (“Cat” OR “Dog”)
This will search for any combination in the first set of parenthesis, if it doesn’t combine with anything in the second parenthesis.
* Wild Card
The * character represents anything, returning anything in the place it is used
“My favorite food is *”
Will return both “My favorite food is pizza”, and “My favorite food is burgers”.
First time searching?
Try using Boolean language in a “Matching Terms” filter to practice.
Begin by searching for a hashtag of your choice - an example: “#sunsoutgunsout”. Executing this search will now return any content that contains the words - “#sunsoutgunsout”.
Once you’ve explored your results and have a good idea of how to further tackle the stream of content, try and find some specific content by adding an AND operator to your search - example: “#sunsoutgunsout” AND “Going to the beach”. This will filter down your search even further, showing you results that are most relevant to the conversations you’d like to study.