Lexer's ultimate troubleshooting guide
Helpful tips, tricks, explanations, and fixes for errors around the platform
This guide is designed to help you troubleshoot any issues you encounter in the Lexer platform, and better understand what your error messages mean.
Generally, if you receive an error message when performing an action in the Lexer platform, the message will contain information to help you diagnose the problem. But what do you do to resolve them? Below are some examples of common errors and roadblocks, and how to overcome them.
General performance issues
If you're experiencing general slowness, or struggling to load or switch your page, the first place we're going to get you to check is our status page: status.lexer.io.
This is where we'll report any current issues or incidents that might be affecting your performance. If this is all clear then check out our Tech Troubleshooting article for the steps we'd recommend to help diagnose the problem.
Understand
Understand gives you the tools to learn more about your customers. In this area, you can query individual profiles, segment your customers, and compare them to find meaningful insights.
If you're just getting started, or need a refresher on using these tools, check out these handy guides first:
Segment
In the initial stages of building a segment, there aren't too many things that can go wrong. Here, you're just exploring, and building a segment of customers, using your data to provide meaning and insight. But there may be the odd occasion when things don't go according to plan.
One of those things might be a low volume of profiles returned, or none at all.
Errors you may encounter when this happens:
This means that the attribute you're attempting to use may have been retired.
Ok, now you've successfully made your segment, but when you run it, you encounter the following error:
Compare
Not seeing the results you were expecting, or received an error telling you the comparison can't be generated?
Check that the segments or attributes you're attempting to compare do not conflict, and have contrasting values you can actually use to compare. Compare is actually designed to compare apples and oranges, you wouldn't compare apples with apples here, as they're the same - not much insight in that!
Engage
Engage is where you'll head to interact with your customers. Here you can connect directly via social and service accounts, and send audiences to integrated platforms for marketing.
If you're just getting started, or need a refresher on using these tools, check out these handy guides first:
Activate
Activate is a tool used to send a segment of customers from Lexer as an audience to your preferred integrated account. Activate relies firstly on the connection to an external account, but also on the conditions set by that account, in order to receive the audience successfully.
We're going to run through some of the errors you may see that present an issue from the Lexer side of things, which we can help you troubleshoot here. But we’ll also provide you with the information we've located to help diagnose any issues you may encounter when activating to these accounts.
Audiences sent from Lexer are queued up to send one at a time, so if you have a few running at the same time, you may, on occasion, be presented with one of the following errors:
Other errors may include:
Occasionally, we'll see generic errors that include the word “failed” or “failure” that are returned from the integrated account you're attempting to send your audience to. A good place to start here, is to check that the account is still connected to Lexer via Manage > Integrations.
If your connection is fine, we'd also recommend that you check the status of the integrated account's platform, to ensure everything is running as expected. Not all platforms have status pages that are publicly available, but here are some we found:
- Active Campaign
- Adobe Campaign
- Amazon S3
- Attentive
- Braze
- Bronto
- Campaign Monitor
- Criteo
- Dotdigital
- Emarsys
- HubSpot
- Iterable
- Klaviyo
- Listrak
- LiveRamp
- Mailchimp
- Marketo
- Mr Yum Connect (Sprout)
- Retention Science (ReSci)
- Salesforce Marketing Cloud
- Twitter Ads
- Vero
- Yotpo
Respond
Respond consolidates all of your social and service channels into a single workflow, for you to easily communicate with your customers from one place.
With this is mind, if you encounter any errors there are some things to consider:
If the issue you're encountering is related to more than one source, and you're receiving an error message, you may be able to reference this error in our Respond Troubleshooting guide. Please reach out on the chat below if not, and we'll be happy to look into it for you.
External errors
Some platforms have rules around the way you reply, or the content included in your reply, and an error message explaining this will be displayed as such. Some examples of these we've encountered are:
Schedule
We like to think Schedule is a very simple tool to use, and your workflow in this area is generally quick and easy. This isn't to say things can't go wrong, so there are a few pointers here to help you move quickly through any errors you encounter.
Content failed to send?
Check that the account you're attempting to publish to is still connected, and that your permissions match those attached to that account. Scroll up to our Respond section in this article to read more about connecting your accounts, and your permission Groups.
Measure
Measure is your one stop shop for monitoring, tracking, and reporting. Here you can watch how your segments trend over time, view your team's performance, monitor mentions of your brand online, and produce a variety of both live and static reports.
If you're just getting started, or need a refresher on using these tools, check out these handy guides first:
Track
New to using Track? Check out our handy guide and video walkthrough here.
Not seeing the numbers you were expecting?
If you think something's wrong with the numbers you're seeing in Track, we'd recommend heading to Segment, and running a search on the segment this relates to. Check out the other attributes applied to the profiles in your segment, and make sure everything makes sense. If it doesn't, please reach out to our friendly Support team on the chat below, and we'll be happy to look into it.
Can't find a metric you're looking for?
It may not have been made yet! Head in to Segment, and apply your desired metrics to your segment. See the Track Overview article above for more info on how to do this.
Difference between population metric in Track versus audience size in Segment?
Your segment may have changed in the time between the Track metric being recorded, and now. Let's say the Track metric was recorded at 7am, and your Hub is refreshed with new data at 8am the same day, your metric may not match the volume of the segment until the following day when the metric is recorded again.
No historical data showing?
Track metrics are recorded from the day they're created. We'd recommend setting up metrics you use often on any new segments you make, so that they're ready to go, and also have a history, when you begin actively tracking them.
Activity
All of your team's performance and activity stats in one place - the function of this area is pretty straight forward, but there are a lot of numbers. Here are a couple of pointers to help you decipher them.
Why is there such a big difference between the 'Involved' and 'Responses' metrics?
The ‘Involved’ metric is how many objects you’ve had some involvement in, whether that be reassigning, adding Classification tags, or leaving a note. ‘Responses’ relates directly to the objects you’ve replied to, so will generally be lower.
But what if an agent is dealing with serial messagers? They would appear to have done more work than others, right?
Not necessarily. The number of responses is a good way to quantify the time it's taken to get through their workflow. However, if you head on over to the Cases tab, you'll find a more accurate representation of the number of end-to-end conversations an agent has had, when you're wanting a view of the overall picture, rather than the number of individual responses.
Why would the 'Involved in' count be higher than the 'Total Messages' count?
The 'Involved In' count will return all of the messages in this date range that are currently assigned, or have previously been assigned to this user. There may be messages in this date range where the user once had ownership of these messages but now they are assigned to someone else.
What's the difference between 'Customer wait time' and 'Agent response time'?
Customer wait time: How long the customer waited from the moment they created an object, through to the agent’s first response.
Agent response time: The median time it takes for agents to send the first response to a customer, recorded from the time the agent took ownership, through to the agent’s first response.
There's information on conversations that I can't see in Activity, is there another way to view this?
There certainly is! If you head to the SLA tab, the Responses table actually holds a wealth of information about your agents' conversations. You can click on these entries in Activity to expand the conversation, and see more about them individually. However, if you export the results, not only can you view all entries at once, and cut up your data your own way - you can view other fields relevant to each conversation that don't appear in the table.
Listen
If something's wrong with your search, we try to offer a message that provides some insight to help you debug. Here are some errors you may encounter, and what they mean.
“There was an error executing your search. Please try again”
This generally populates when there are one or more errors in your overall search. If the error relates to one particular component or filter in your search, this should show as an additional message at the bottom of your Deep Dive, and could be one of the following:
“ISSUE WITH YOUR DEEP DIVE”
This error will tell you that one of the filters in your search has been formatted incorrectly, or is likely to restrict your search. To follow, will be a helpful pointer to the part of your search causing this, such as:
If you can't find what you're looking for, or need further help in Listen, please reach out to our friendly Support team on the chat below.
Visualize
You may receive the below error in Visualize:
“There was an error executing the search. Please try again.”
If you do, here's what to look for:
- Date: First of all, check your date range. If you’ve selected a date that’s in the future - no data will populate, and you’ll receive this error instead. Similarly, check that the date range doesn’t exceed 90 days. Lexer Listen, Respond, and Visualize all show content from the last 90 days. If you’d like to see data from beyond this date range, head into Activity, or reach out to Lexer Support on the chat below to discuss other options.
- Saved dives: Head into Listen, and check that the Saved Dive/s powering your Visualize Screen are actually pulling in content, and make any necessary changes to them here, to ensure the results are relevant.
- Save your work: If you’re testing the screen share view, Curate screen view, or API link view - first make sure you’ve saved your current screen.
Through Visualize, you can make a Curate screen. If you'd like to know more about this, here's a handy guide, which includes its own troubleshooting section:
Manage
Integrations
When it comes to integrating accounts, we're relying on external platforms to provide us with the information we need to successfully connect.
For the most part, connecting your accounts to Lexer is smooth sailing, and you can find out more about integrating them here: https://learn.lexer.io/all-integrations
However, there are occasional errors we see, and the list below should help you troubleshoot these:
Here are some common questions we've also received about integrations:
Why does an account lose connection to Lexer?
Generally, we lose connection when something has changed on the external account, such as the login credentials, or the admin roles (maybe someone has just been added to, or left your team?). The authentication is removed in these instances to protect the security of your account.
The other reasons we may lose connection are simply that the authentication period has expired, or that the external platform is experiencing technical issues.
I've integrated my account, why is it not showing in Activate?
Some accounts need to be manually configured by Lexer once you've connected them. If you don't see your account in Activate, please reach out on the chat below, or contact your Lexer Success Manager to have this set up for you.
Why can't I see the 'Integrate' button when I go to connect a new account?
You don't currently have the correct permissions in Lexer to do this. We recommend reaching out to your Lexer admin internally to update your profile.
What's next?
Didn't find what you were looking for? Please reach out on the chat below to speak to our friendly Support team, and we'll be happy to help you find what you need, or troubleshoot any issue you're having.
