Creating Tier Filters
Tier Filters are the foundation of any search in Lexer Listen and Lexer Engage. In this article, we’re going to walk you through their setup.
Understanding your search structure
We believe that a search hierarchy is the most efficient way to find what you’re looking for, so we created an easy to use search engine (the Deep Dive) that allows you to choose pre-made filters that gradually hone in on content, layer by layer.
Check out our guide to Types of Tier Filters to dive deeper into they way Tier Filters are used, and why.
This is the first step in your search - the sandbox in which your playing. So the first question you want to ask is “where?”. Are you looking for messages sent to your company’s Facebook page? Or perhaps you only want to view news articles? Some examples of best practice Tier 1 filters our clients use are:
|All social||Content across Facebook, Instagram, and Twitter|
|All published||Content across all news, blogs, and forums|
|yourcompanyname Facebook content||All content posted to your company’s Facebook Page (generally excluding content posted by your Page)|
|yourcompanyname Twitter content||All content posted to your company’s Twitter account (generally excluding content posted by your account)|
|Survey responses||Pulls in all survey/form replies|
|Email: yourcompanyname||Emails sent to your integrated mailbox|
There are many more you could opt to use at Tier 1, depending on the type of content you’re looking for. Use the above as a guide, and reach out to Lexer Support if you’d like some help with this.
Adding a Tier 2 filter is also a required step when building your search. With this, we’re asking the question “what?”. What is it you’re looking for from within your Tier 1 filter?
This will generally a person, campaign, topic of interest, or workflow State.
Some examples might be:
|Open objects||Objects currently sitting in an open State - for customer service agents to to find new messages|
|Everything||An open filter that allows you to look for everything within you Tier 1 filter|
|Melbourne & Sydney||Mentions of the terms “Melbourne” or “Sydney”|
|Metallica||Mentions of the account @Metallica or hashtag #metallica|
These are made on the fly, by you, as you’re conducting your search. They’re added to your Deep Dive as you go, to help reduce noise, and narrow down your search to exactly what you’re looking for.
Tier 3 filters cannot be pre-configured, but can be added permanently to a Saved Dive. This differs to Tier 1 & 2 filters, in that you can save a Tier 3 to a particular Dive, and it doesn’t affect any other searches. When you save a Tier 1 or 2 filter, the settings in this reflect across all searches it’s used in.
How to make a Tier Filter
How to edit a Tier Filter
There are two ways to do this.
The second (recommended) method:
The benefit of this second method, is that there’s no need to divert to Settings, and disturb your search process.