Classifications

Add custom tags to your conversations for reporting

We actively encourage you to classify content to improve your workflow, enhance reporting, and help give a deeper analysis of the content appearing in your search results.

What are classifications?

Classifications are tags that you can apply to messages for reporting. They are typically used to indicate the topic, sentiment and outcome for a particular message or case. Classifications are most commonly used by customer service teams in Respond, where every interaction that is triaged by your team is classified. Your classifications are surfaced when reporting in Activity, Listen and Visualize screens.

Creating new classifications

Navigate to Manage > Settings and to the Classifications tab. Click the '+ New Classification' button and specify a name, description and color, and click 'Save'.

Editing classifications

Navigate to Manage > Settings and to the Classifications tab. Click on a classification in the list, and it will open a column for you to edit its details. Click 'Save' and these changes will propagate throughout your account.

Archiving classifications

Navigate to Manage > Settings and to the Classifications tab. Click on a classification in the list, and it will open a column for you to edit its details. Select the 'Archived' checkbox and save. Archiving your classifications, instead of deleting them, will ensure they remain on your messages for retroactive reporting. Archived classifications can no longer be applied to new messages, but are still available for searching in Listen. Deleting a classification will remove all record of it from your Lexer account, and cannot be undone.

Applying classifications to content

Classify a single message

You can apply classifications to a single message by opening that message, clicking into the classifications area, and clicking one or more of the classifications in the list.

Classify a group of messages

You can apply classifications to a group of messages in Respond or Listen. This may be useful if you are closing out a huge list of comments on your social posts that do not need a reply. You can simply search for these comments, click Action > Apply Bulk Change, and specify the classifications you wish to add. Lean more about the Bulk Change feature here.

Classifications in reporting

Activity Summary contains a Classifications chart to help you understand the topics of the messages your team have actioned in Respond. Quickly understand the common themes across your service conversations here.

Activity Cases contains a Classifications chart that counts each classification just once per case. We suggest using this chart (instead of the above) for a more holistic view of the conversation topics with your customers.

Powered by HelpDocs (opens in a new tab)