How to manage Classifications

We actively encourage you to classify content to improve your workflow, enhance reporting, and help give a deeper analysis of the content appearing in your search results.

What are Classifications?

Classifications are tags that you can apply to objects, used to tell a story about the content coming through your workflow.

There are a number of uses for Classifications, including:

Use How? Example
Triaging content Streamline content by adding Classifications to objects that appears in your search results, and send to the appropriate team’s workflow. For an airline, ‘Customer Care’ or ‘Baggage Services’ would each have a workflow that pulls in objects with these Classifications.
Crisis management Keep track of all content returned for searches on important topics ‘Flood’ and ‘Fires’ could be used to classify content returned in searches for natural disasters, enabling triage to the right teams to action, and later report on these events
Accurate reporting Using Lexer Activity you can pull data on content actioned by each team or individual, and see what they were working on, and view trends in the results. You can also export Classifications from results returned in Lexer Engage and Lexer Listen A retailer could use ‘Product Enquiry’ or ‘Delivery Issue’ to determine the type of queries handled by their team
Close out spam content Apply Classifications in bulk to irrelevant content Apply ‘Spam’ to content directed at your brand before closing out content, to enable you to report on these volumes.
Campaign monitoring Keep track of content related to your brand’s campaigns, and report on its success Classify all content returned in searches for your latest campaign with a campaign name and date, to easily pull volumes, view your team’s interactions, and compare with other campaigns and events, or display on Command SCreens or PDF Reports
Record sentiment Label your content as ‘positive’, ‘negative’ or ‘neutral’, based on your view of the sentiment implied Use the volumes of sentiment Classifications captured within a search to analyse the sentiment directed towards your brand

How to set them up

Adding a new Classification

In your account’s Settings, head to Classifications. Here, you’ll see a + New Classification button to the bottom left of your screen - click it.

A window will open to the right of your screen, asking you to give your Classification:

A Name The name will be Classification name, and will display exactly as you enter it.
Description To determine what this Classification will be used for.
Color Used to easily identify the Classification you’re looking for, and also to help show comparison in reporting. Generally, we recommend keeping Classifications of the same category in the same color, to help group and identify them.

When you’re done, hit Save.

Editing a Classification

Head to the Classifications screen in Settings, and select the Classification you wish to edit.

An edit window will pop up on the right of your screen, allowing you to make changes.

Click Save to confirm changes.

Deleting a Classification

We don’t recommend deleting a Classification, as this will remove it from any content you’ve previously classified, affecting your reporting, and any current content that uses this Classification

Instead, we recommend archiving Classifcations you no longer need. Do this by following the editing steps above, and checking the Archived box, then Save to confirm your changes.

When you archive a Classifcation, you can no longer add this to new content, but it will still be visible on objects it’s attached to.

Applying Classifications to content

Classifications can be applied manually (one at a time), or in bulk.

To apply Classifications manually

You might like to triage your workflow in Listen, where you have a clearer view of the Live Stream of content, and apply Classifications to send to the relevant teams/workflows.

To apply Classifications manually in Listen, head to your Live Stream of results, and and click on one to open the object.

From here, your first option under the object detail is a dropdown menu that allows you to select a Classification. Scroll or start typing to find the relevant Classification to this object. Click on the X to remove it.

In Engage, the same logic applies, but this time you’re selecting an object from your Inbox to open up the object detail.

To apply Classifications in bulk

It’s helpful to apply Classifications to your search results in bulk, for instances such as triaging content to different teams/workflows, or applying a campaign Classification to an entire set of results.

Read more about applying a bulk change here.

Searching with Classifications

Using Listen & Engage, you can search for objects based on their Classifications.

In your Deep Dive, add a “Classifications” filter to the search you’re running, and type in or select the relevant Classifications, to include or exclude, then rerun your search.

Analyzing content

You can analyze Classifications used on content your team have actioned, using Cases in Activity. A Case records a Classification just once if it is assigned to any customer messages that belong to that case.

Example: A Case has 2 messages that are both tagged with ‘service’. The Case will record the ‘service’ Classification just once in reporting. This removes duplicates from your reporting, making it clear what the conversation actually covered.

Read more about Cases here.

Further Reading

Beginner’s guide to service

Manager’s guide to service