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.

Tier 1

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.

Tier 2

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

Tier 3

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

  1. From the Hub, head to Settings > Tier Filters
  2. Click on either New Tier 1 Filter or New Tier 2 Filter
  3. Give your filter a Name, Category (this could be things like “brand”, “sources”, “topics” etc.), and a Comment (optional, but helpful for the rest of your team - use this field to tell them a bit more about the purpose of the filter). Here, you can also choose to have your Tier Filter appear by default each time you open Listen or Engage - just check the Select this filter by default box.
  4. Select all the Groups you’d like this filter to be visible to.
  5. Select Filter, and add as many filters as required to your Tier Filter.
  6. Click Save

How to edit a Tier Filter

There are two ways to do this.

The first is to

  1. Head to Settings > Tier Filters
  2. Click on a filter from the list in either the Tier Filters or Tier 2 Filters tabs
  3. Update the filters within the Tier Filter, the same way as you did in the initial setup.
  4. Click Save

The second (recommended) method:

  1. Click on the pencil icon of the Tier filter within your Deep Dive in Listen or Engage.
  2. This, again, will open up a window on the right
  3. Edit your filters and/or any other info on the Tier Filter
  4. Click Save

The benefit of this second method, is that there’s no need to divert to Settings, and disturb your search process.