A beginner’s guide to service with Lexer

So you’re new to Lexer Engage… not sure where to start? We’ll show you.

The steps we’re about to take you through will guide you through your new customer service workflow from start to finish. This article assumes you’ve spent some time looking at Engage. If you’re after a tour around Engage, the Engage Inbox article will help, as it details every section of the Engage Inbox, where most of your service journey will take place.

First, the basics

When you land in Engage Inbox, you’ll be presented with a set of search criteria - this is your Deep Dive. Your Deep Dive is made up of a set of filters containing information about the topic you’re searching for. If you don’t yet have any filters, or need to perform a new search - go back and do this first. You can read our article on filtering to help you through this first step, and build a search.

The results you’re given are the objects you’ll work on, respond to, and close out. Objects in your results can be made up of content from both social and published media, emails, and can also include surveys. All are treated the same way, and below is what they look like.

Next, understand your workflow

Your Deep Dive

When you open Lexer Engage, your default Tier Filters will display under the Current Dive tab, and automatically run a search on the criteria they’re looking for.

Note: Your default tier filters should be those you use every day. Find out more about setting up tier filters here.

Depending on your role, your search criteria may be different. You’ll likely have an existing saved search set up, called a Saved Dive, which you’ll find listed under the Saved Dives tab. Click on the Saved Dive you’ve been advised to work on, and this will automatically run a new search.

The Inbox

When you run a search in your Deep Dive, your results will appear in your Inbox. This is comprised of three tabs to different queues: New, Mine, and Team.

The New queue consists of (you guessed it) all new objects - simply click on an object here to claim ownership of it. The Mine queue is anything that you’ve claimed ownership of, and the Team queue is everything the rest of your team are working on.

Object detail

Clicking on an object opens up the detail view. This view reveals everything behind the object, and how you can engage with it.

  1. Current message, object details, and context
  2. Workflow state, owner, and Classifications
  3. Engage
  4. Create note

1. Current message, object details, and context

Here you can see the author and their message, with details of:

  • Time the message was published
  • Details of the page or account it was posted to
  • Source Type (Tweet, DM, Facebook post/comment etc.)
  • Status (open, in progress, awaiting approval etc.)

In the thread above the object, you can see the history of this conversation on a timeline leading up to the current message.

2. Workflow state, owner, and Classifications

This area identifies the user who owns the object (i.e. has the object assigned to them).

The owner has the object in their Inbox and will determine what action to take. To change the owner, select another User from the drop down menu. To release ownership, simply hit Release.

Classifications are also added here. To add a Classification, click on the field, and select from the drop down menu. You can also start typing what you’re looking for to quickly find it in the list.

Tip: click on the + button in this section to add the object to your Deep Dive, and rerun the search to look for all other objects related to this one.

3. Engage

Choose the account you’d like to respond from. This will populate by default if you only have one integrated account.

Below is an empty text field - this is where you’ll type your response. For Tweets, you’ll see the character count in the bottom right corner.

You can also select emojis, insert images, links and surveys, and perform actions such as “liking” a post/comment using the buttons just below the text field.

The action buttons below the text field determine your next steps.

  • Respond will send the message live
  • Submit for Approval will assign to your manager
  • Save as Draft will save your response in the text field until you’re ready to send.

4. Create note

This is for internal use - you can use this to write messages to your team, i.e. “Please don’t touch, investigating”. Hit Leave Note to save your note on this object.

Insights

Below the object detail is an area that shows the current history on the object - a time line of all events that have occurred since it landed in your workflow. Here you’ll be able to see who it is currently, and has previously been assigned to; each change of state, or classification added; and also any notes you, or your team have left.

Over to the right of your screen, you’ll notice three more tabs:

  1. Context
  2. Identity
  3. History

These will help you resolve the query you’re presented with, by providing you with information about your customer, their conversation history, and the context of the current message.

Context - a more expansive view of where an object fits in relation to previous posts and social activity. This function empowers better informed responses for time-precious teams, and is also really handy when you have multiple people picking up the conversation at different times.

Identity - this column shows you a summary of your customer’s persona, the history of your interactions, and displays attributes about the Identity. You can also leave notes for your team about the customer and your interactions. Find out more here.

History - here you can view a customer’s engagement with your account on a particular social network in the last 90 days. This timeline also tells an important story about how your team have handled the object. Alongside each post, you can tell when the team picked it up, left a note, changed ownership, added classifications, changed state and sent through a response.

Finally, time for action

Now we’ll take you through a step by step guide of how to complete a full cycle in your workflow, with some handy hints and tips along the way.

Your Deep Dive needs to be filled with your search criteria before you can get started. You can:

  • run with the default filters that appear when you open Engage
  • select from existing Tier Filters
  • add manual filters, or
  • choose from the Saved Dives tab.

However you build your search, this should coincide with your role, and the criteria you’ve been advised to work on. Reach out to your manager or team leader if you’re not sure.

2. Select an object

From your results, select a new message from the New queue by clicking on it.

Note: your queue will sort from oldest to newest. It makes sense in most cases to start with the oldest message, so you’re responding to your customers in the order they contacted you. However, you can also sort by newest first, by influence (social following), and by priority.

Clicking on an object in the New queue will open up the object detail, and move it to the Mine queue. If you’re working on one object at a time (recommended), you can move on to the next step. If you’d prefer to gather a few objects at a time, repeat this step again until you have as many objects as you want/need.

3. Investigate

Use the Context, Identity, and History views to gather any information you might need to handle the request. Be sure to check for notes below the object, in case your team mates have left any information there for you.

4. Classify

If your workflow has already been triaged, the objects in your queue may have already had Classifications applied to them. If not, select the applicable Classifications from the drop down menu. These should refer to the query type, the department handling it, and perhaps even the sentiment. Your classifications will have been configured to your company’s needs, so if you can’t see what you’re looking for, reach out to your manager for help.

5. Reply

If applicable, select the account you’re responding from. Then start typing your response in the text field. You’ll also have some options underneath the text field that will allow you to perform different actions (these may vary depending on the source type of the object you’re working on).

6. Go!

Once you’ve finished typing, you have three options: Respond, Submit for Approval, and Save as Draft.

  • Respond if you’re happy with your response, and are ready to reply. Your message will go live immediately.
  • Submit for Approval if you require approval from your manager before sending, and select the person you wish to send it to from the list. This person will then be notified, and the message will be assigned to them to comment on, or edit, and return to you. When the message is reassigned to you, you can then adjust as necessary.
  • Respond when you’re ready to send it live.
  • Save as Draft if you want to keep your reply as a draft for now, and your message will be saved until you’re ready to respond.

7. Close

As you move through these steps, the status of your object will automatically change from:

**New** > **Assigned** > **In Progress** > **Awaiting Approval** (if applicable) > **Responded**.

There are then 5 manual “closed” states to select from. If you’ve completed everything required on this object, select Closed from the State drop down menu.

Alternatively, select from the following:

  • Irrelevant - irrelevant to the workflow or to the business
  • Duplicate - a duplicate message of another in the workflow
  • Redirected - redirected to another channel (for example, Public to Private, sent to another team’s workflow, taken offline and handled by phone)
  • No Response Required - no action or response needed on this object