Finding conversations

How to find a customer conversation in Engage

Respond retrieves new messages from your customers, and organizes them into a simple workflow. Sometimes you need to go back and find a particular customer’s conversation history, or look for an author amongst a sea of assigned or closed messages. Let's take a look at how we can do this in Respond.

Finding a conversation, where to look

There are a few factors to consider when searching for a particular author:

  • Which channel did they reach out to you on?
  • What type of message did they send (direct message/comment/public post)?
  • What’s their name?
  • How long ago did they contact you?

The more of these questions you’re able to answer, the easier it will be to find your customer. Each can be answered by including Tier 3 filters to your current Deep Dive, in addition to your existing Tier 1 and 2 filters.

Running a search

During an average day in Lexer Engage, you’re probably running a set of default filters, or using a Saved Dive set up specifically for your team. The results returned from this search will have included messages from the person you’re looking for.

With this in mind, a typical setup will have:

  1. Your Tier 1 filters looking for content sent to your company/brand’s social pages
  2. Your Tier 2 filters retrieving all new messages, and potentially those in progress by other members of your team.

We know the message exists somewhere in the results obtained by your Tier 1 filters, so we’re just going to change your Tier 2 to look for messages in a “closed” state.

Most Engage setups will have a Tier 2 filter called All messages, All objects, or All status. If you’re having trouble finding the right Tier 2 filter, reach out to your Customer Success manager, or contact Lexer Support (support@lexer.io).

Open your date range

Next, we’re going to extend the date range. Chances are, the person you’re looking for has contacted you outside of the time period you're currently searching. We recommend selecting Last 30 days from the date filter in your Deep Dive.

Using the Author Name filter

This filter is your best friend if you’re looking for a particular author. The key is knowing how to search for their name, as this will vary, depending on the source through which they contacted you. Searching for authors is not case sensitive.

For each social network, this is how you’ll search for an author:

Source How to search Explanation
Facebook “Susan Sarandon” You can search for the full name in quotes if you know the exact name of the customer, resulting in a narrow query.
Facebook sarandon You can just provide either the first or last name as a broader query.
Twitter susanSarandon You can search for the username - drop the @ from your search.
Twitter susan You can also search for customers using the display name on Twitter.
Instagram susansarandon You must provide the entire username for Instagram authors.
Email susan.sarandon@gmail.com You can search for emails using their email address.
Email susan You can also search for emails using their first or last name.
Lexer tip!
If you were to enter "susansarandon" without having first defined the source you’re searching on, you’re likely to see results returned from both Twitter and Instagram.

Look for key words

Can’t remember the name of your customer? But you do remember something specific they said to you… that’s where the Matching Terms filter comes in.

Perhaps they mentioned their nickname, an unusual place name, or used an uncommon word or phrase. These are the things to look for.

For example, if your customer said “Howdy, Suze here! Do you deliver to Yackandandah?”

The memorable words in this might be “Howdy”, “Suze”, and “Yackandandah” - so depending on how much of the conversation you remember, you might conduct a search that looks like this.

Tips and tricks

It’s not always necessary to strip your search back to the basics. If you have an open conversation with your customer, and want to see historical engagements, you have the following options:

Instantly add the author to your Deep Dive

If you have an open message with the customer, simply click on the author’s name on the message to add this to your Deep Dive. Ensure there’s nothing in your search that might conflict with your objective, like a “Closed messages” filter, for example, and run your search again.

View the Context and History panels

To the right of the message you’re working on is a panel with 3 options:

  • Context
  • Identity
  • History

Here we’re going to focus on the History tab.

The History tab will show you a linear calendar of a customer’s interactions with all of your integrated accounts. It can be used to understand previous conversations with your brand, whilst providing you with the tools to identify older messages that may be amongst your closed messages. You can do this by selecting any of the messages in the engagement history.

Export conversations from Activity

In Activity, there’s a whole wealth of information you can retrieve from the conversation data.

You can export from all charts and tables in Activity. In particular, the Responses table in SLA has super helpful data that you can find, filter, sort, and analyze, to get a better understanding of your interactions. Not only does this allow you to hone in on individual customers, but you can use this to see trends in things like query types through Classifications used, volume peaks and troughs, agent SLAs, and much more.

Finding your own content

In the same way you might wish to track down something a customer sent to you, you may also like to know what the reply was. This could be a message sent by yourself, or another member of your team - the search is the same.

Using methods set out in this article, you can search for your own content, but knowing the name of the author (that’s you!) gives you a head start.

Step 1

Generally, your brand’s Tier 1 filters will exclude your own content, so we’d start by removing them, and instead, look for all social content. Your configuration may already have a Tier 1 filter called “All Social”, or something similar.

Step 2

You’re then going to want to change your Tier 2 filter to look for everything pulled in by your Tier 1, so change this to ask for that. You may have a filter called “All messages”, or similar.

Lexer tip!
Try clicking the pencil icon on these filters to open them up, and see how they’re configured. A column will appear on the right of your screen, and show you exactly what your Tier filters are made up of. However, do not edit your Tier Filters - other Saved Dives may be using these, and this will update them for everyone.

Step 3

Add an Author Name filter to your Deep Dive, and enter your brand’s Page name/Twitter handle etc.

Step 4

Hit Search.

Now you’ll be presented with everything published by your Page. This is likely going to be a lot of content to sift through, so you can narrow down your search by editing the date range, and add a Source Name filter if you know what channel this was published on.

If you’d like to know more, reach out!

Contact us on live chat in the Lexer platform, or email us at support@lexer.io for further assistance.

Updated:
September 20, 2022
Did this page help you?
Thank you! Your feedback has been received!
Oops! Something went wrong while submitting the form, for assistance please contact support@lexer.io
Welcome to Lexer!
Fundamentals
Getting started
Javascript Tag basics
Data Platform
Javascript Tag
Data in the CDXP
Fundamentals
Getting started
Our glossary
Fundamentals
Getting started
Integrations overview
Fundamentals
Integrations
Onboarding data with Lexer
Data Platform
Data Onboarding
Data onboarding process
Data Platform
Data Onboarding
Importing CSV data
Data Platform
Data Onboarding
Importing JSON data
Data Platform
Data Onboarding
Secure file uploads
Data Platform
Data Onboarding
SFTP uploads and exports
Data Platform
Data Onboarding
AWS S3 uploads and exports
Data Platform
Data Onboarding
Lexer's attributes
Data Platform
Data Types
Predictive attributes
Data Platform
Data Types
Lexer API overview
Data Platform
Developer APIs
Understanding APIs
Data Platform
Developer APIs
API authentication
Data Platform
Developer APIs
API rate limits
Data Platform
Developer APIs
Profile read API
Data Platform
Developer APIs
Activity overview
Insights
Activity
Team report
Insights
Activity
Cases report
Insights
Activity
NPS report
Insights
Activity
Listen overview
Insights
Listen
Searching in Listen
Insights
Listen
Tier filters
Insights
Listen
Saved dives
Insights
Listen
Boolean search
Insights
Listen
Listen CSV exports
Insights
Listen
Visualize overview
Insights
Visualize
Curate image feed
Insights
Visualize
Respond overview
Engagement
Respond
Identity Resolution
Fundamentals
Getting started
My account
Fundamentals
Setup
Manage team
Fundamentals
Setup
Group permissions
Fundamentals
Setup
Classifications
Fundamentals
Setup
Out of the box segments
Fundamentals
Setup
Lexi AI
Fundamentals
Getting started
Browser guide
Fundamentals
Security
Corporate networks
Fundamentals
Security
Multi-factor authentication
Fundamentals
Security
Single sign-on
Fundamentals
Security
Lexer's ultimate troubleshooting guide
Fundamentals
Troubleshooting
Troubleshooting tech issues
Fundamentals
Troubleshooting
Troubleshooting integrations
Fundamentals
Troubleshooting
Troubleshooting Activate
Fundamentals
Troubleshooting
Troubleshooting Respond
Fundamentals
Troubleshooting
Help! My data is missing from the Hub
Fundamentals
Troubleshooting
Lexer data specification
Data Platform
Data Specification
Customer data specification
Data Platform
Data Specification
Commerce data specification
Data Platform
Data Specification
Marketing data specification
Data Platform
Data Specification
Compliance data specification
Data Platform
Data Specification
Data formatting and validation
Data Platform
Data Specification
Product imagery
Data Platform
Data Specification
Currency conversion
Data Platform
Data Specification
Dataset management
Data Platform
Data Management
Getting started with Logs
Data Platform
Data Management
Respond chatbot API
Data Platform
Developer APIs
Activity API
Data Platform
Developer APIs
Lexer Forms overview
Data Platform
Forms
Form builder workflow
Data Platform
Forms
Form conditional logic
Data Platform
Forms
Form settings
Data Platform
Forms
Form segmentation
Data Platform
Forms
Form response analysis
Data Platform
Forms
Form hidden fields
Data Platform
Forms
Form attribute mapping
Data Platform
Forms
Javascript Tag technical guide
Data Platform
Javascript Tag
Javascript Tag use cases
Data Platform
Javascript Tag
Javascript Tag: Shopify Custom Pixel
Data Platform
Javascript Tag
CRM data
Data Platform
Data Types
Transaction data
Data Platform
Data Types
Email engagement data
Data Platform
Data Types
Experian data enrichment
Data Platform
Data Types
Customer Service data
Data Platform
Data Specification
GDPR and CCPA requests
Fundamentals
Compliance
File upload API
Data Platform
Developer APIs
Segment overview
Insights
Segment
Creating segments
Insights
Segment
Smart Search
Insights
Segment
Profile tab
Insights
Segment
Event Explorer
Insights
Segment
Attribute value types
Data Platform
Data Types
Compare segments
Insights
Compare
Compare attributes
Insights
Compare
Activate Overview
Engagement
Activate
Segment activations
Engagement
Activate
Event activations
Engagement
Activate
Activation field mapping
Engagement
Activate
Audience splits
Engagement
Activate
A/B splits
Engagement
Activate
Control group splits
Engagement
Activate
Inbox filtering
Engagement
Respond
Ignored Senders
Engagement
Respond
Forms in Respond
Engagement
Respond
Workflow states
Engagement
Respond
Bulk changes
Engagement
Respond
Scheduled replies
Engagement
Respond
Message templates
Engagement
Respond
Finding conversations
Engagement
Respond
Customer profiles
Engagement
Respond
Grouped messages
Engagement
Respond
Automation rules
Engagement
Respond
Redact messages
Engagement
Respond
Routing customer replies
Engagement
Respond
Interact with comments
Engagement
Respond
Respond workflow tips
Engagement
Respond
Contact Reporting
Engagement
Contact
Contact Queue Filters
Engagement
Contact
Contact WhatsApp Queues
Engagement
Contact
Schedule overview
Engagement
Schedule
Serve overview
Engagement
Serve
Installing Serve
Engagement
Serve
Contact in Serve
Engagement
Serve
Serve Messaging
Engagement
Serve
Serve user management
Engagement
Serve
Forms in Serve
Engagement
Serve
Configuring Serve
Engagement
Serve
Serve reports
Engagement
Serve
Serve Currency
Engagement
Serve
Serve POS QR Code
Engagement
Serve
Activate CSV export
Engagement
Activate
Track Overview
Insights
Track
Track Metric Tables
Insights
Track
Event Tables
Insights
Track
Lexer Product Recommender → Klaviyo Integration
Grow
Lexer Product Recommender → Klaviyo Integration
Where do your best customers live? Use geographic insights to maximize media spend and conversion
Grow
Where do your best customers live? Use geographic insights to maximize media spend and conversion
Suppression audiences: How to use them and maximize your media effectiveness
Enrich
Suppression audiences: How to use them and maximize your media effectiveness
Measure campaign effectiveness: Track your KPIs and report on campaign performance
Enrich
Measure campaign effectiveness: Track your KPIs and report on campaign performance
Converting prospects: Acquire customers from your current, engaged prospect base (and save your ad spend!)
Acquire
Converting prospects: Acquire customers from your current, engaged prospect base (and save your ad spend!)
Understanding customer intent: Effective message personalization for buyers who shop outside their gender
Grow
Understanding customer intent: Effective message personalization for buyers who shop outside their gender
Deepen customer understanding: Use third-party data to identify insights for personalized messaging and increased engagement
Grow
Deepen customer understanding: Use third-party data to identify insights for personalized messaging and increased engagement
Basket analysis: Increasing customer lifetime value through targeted product bundling
Grow
Basket analysis: Increasing customer lifetime value through targeted product bundling
Persona building: Personalize your messaging for maximum return on your campaign investments
Grow
Persona building: Personalize your messaging for maximum return on your campaign investments
Driving customer loyalty: Identify, keep, and grow your most loyal customers
Retain
Driving customer loyalty: Identify, keep, and grow your most loyal customers
Increasing customer lifetime value: Upselling strategies
Grow
Increasing customer lifetime value: Upselling strategies
Reactivating lapsed customers: Retention and growth
Retain
Reactivating lapsed customers: Retention and growth
Welcome offer strategies: Using the Hub for analysis
Acquire
Welcome offer strategies: Using the Hub for analysis
Creating customer forms: Best practices
Enrich
Creating customer forms: Best practices
Connecting your MarTech stack with Lexer!
Enrich
Connecting your MarTech stack with Lexer!
Identifying win-back customers using the Second Last Order: Date attribute
Retain
Identifying win-back customers using the Second Last Order: Date attribute
Understanding customers' purchasing habits: Order Sequence filter
Grow
Understanding customers' purchasing habits: Order Sequence filter
Maximizing customer communications in Respond
Retain
Maximizing customer communications in Respond
Using Product Recommendation in the Hub to encourage repeat purchases
Grow
Using Product Recommendation in the Hub to encourage repeat purchases
Encouraging customer loyalty using birthday campaigns
Retain
Encouraging customer loyalty using birthday campaigns
Increasing customer lifetime value: Converting your one-time buyers into two-time buyers
Grow
Increasing customer lifetime value: Converting your one-time buyers into two-time buyers
Collecting zero-party data using Lexer Forms
Enrich
Collecting zero-party data using Lexer Forms
Measuring your data over time with Track
Enrich
Measuring your data over time with Track
UTM Creation Guidelines
UTM Creation Guidelines
UTM Creation Guidelines
Brand Assets
Brand Assets
Brand Assets
GTM guide to creating marketing materials with Lexer
GTM guide to creating marketing materials with Lexer
GTM guide to creating marketing materials with Lexer
How to use the Lexer Form Builder
How to use the Lexer Form Builder
How to use the Lexer Form Builder
Explore our standard integrations
Explore our standard integrations
Explore our standard integrations
Operating a CDP Practice LP
Operating a CDP Practice LP
Operating a CDP Practice LP
LP Sales Enablement
LP Sales Enablement
LP Sales Enablement
Video Training Courses LP
Video Training Courses LP
Video Training Courses LP
Purpose and Mission
Purpose and Mission
Purpose and Mission
Brand & Marketing LP
Brand & Marketing LP
Brand & Marketing LP
Stage 3 - QBRs and Customer insights
Stage 3 - QBRs and Customer insights
Stage 3 - QBRs and Customer insights
Client Onboarding Journey
Client Onboarding Journey
Client Onboarding Journey
Start your CDP Practice
Start your CDP Practice
Start your CDP Practice
Lexer Messaging
Lexer Messaging
Lexer Messaging
Pain point conversations
Pain point conversations
Pain point conversations
Lexer Ideal Customer Profile & Positioning
Lexer Ideal Customer Profile & Positioning
Lexer Ideal Customer Profile & Positioning
Referral Partner Program Overview
Referral Partner Program Overview
Referral Partner Program Overview
Demo Hub Guide
Demo Hub Guide
Demo Hub Guide