Community Inbox Filters

Manual filtering

Manual filtering allows you to create ad hoc filters using the common logical operators.

The search takes into consideration the text of the message and the author’s name.

When the logical operators are included in the search, the search takes into consideration only the text of the message and not the author’s usernames. In other words, only the classic plain text search works with usernames.

Keywords are not case-sensitive. sunglasses, SUNGLASSES, and Sunglasses are treated as the same keyword.

Use the logical operators and special characters to expand or narrow down your search.

Logical operators must be entered in UPPERCASE.

• AND → conjunction
  Enter sunscreen AND spf to search for the messages where both words “sunscreen” and “skin” appear.

• OR -> disjunction
  Enter sunscreen OR spf to search for the messages that:

  • Contain the word “sunscreen” but do not contain the word “spf”

  • Contain the word “spf” but do not contain the word “sunscreen”

  • Contain both words “sunscreen” and “spf”

• NOT or - (dash) -> negation
  Enter apple NOT macintosh to search for the messages where the word “apple” appears except for the messages that contain both words “apple” and “macintosh”.

• " " (quotation marks) → exact match
  Enter “vintage keyboard“ to search for the messages where the exact phrase “vintage keyboard“ appears. The messages that contain both words “vintage” and “keyboard” but not in this exact order will not appear in the search results.

• * (asterisk) → any number of characters at the end of a search term
  Enter summer* to search for the messages containing the words that start with “summer”, such as “summer”, “summervibes”, “summertime”, and similar.

• ( ) (parentheses) → search precedence
  Use in combination with the other logical operators to specify in which order the search terms should be processed. The terms enclosed in parentheses are processed first.

  • If you enter (white OR red) AND wine, the search first locates all the messages that contain either the word “white” or the word “red”. Then, it narrows down the results by searching through the located messages to find only those that also contain the word “wine”.

  • If you enter white OR (red AND wine), the search first locates all the messages that contain both words “red” and “wine”. Then, it searches for the messages that contain the word “white”. The search results will contain the results from both these searches.

You can combine the logical operators to create more complex search queries, for example:

(((white OR red) AND wine) OR cheese) AND tast* AND "made in Italy" NOT "made in France"

General filters

• Platform
  Filter messages by specific platforms.

  • Facebook

  • Instagram

  • X (formerly Twitter)

  • LinkedIn

  • YouTube

  • TikTok

  • Google Business

  • WhatsApp

• Sentiment
  Filter messages by sentiment detected automatically by Emplifi AI or applied manually by the users.

  • Positive

  • Negative

  • Neutral

  • No sentiment

• Status
  Filter messages by status applied by users.

  • Done
    Filtering the messages marked as Done can be influenced by the individual settings of each user, who can choose to hide messages designated as Done (see Community Inbox).

  • In progress

  • No action

  • No status

• Message type
  Filter messages by type:

  • Owned profiles' messages

    • Ad comments

    • Comments

    • Direct messages

    • Posts / Wall posts

  • Mentions

    • Posts / Quotes / Tags

    • Mention comments

    • Stories (DM)

  • Reviews

  • Listening

Chatter, priority, media types…

• Chatter messages
  Filter messages and comments composed of mentions, emojis, hashtags, or GIFs.
  The combination of two or more of values of this filter will not provide more complex results.
  For example, Mentions only + Emoji only will not find the messages containing both mentions and emojis. Instead, it will (separately) find all the messages containing only mentions and all the messages composed of emojis only.

  • Mentions only

  • GIF only

  • Emoji only

  • Hashtag only

• Media type
  Filter messages by specific media types attached to the content. Select all that apply.

  • Album

  • Carousel

  • Document/file

  • Link

  • Photo

  • IG Reels

  • Status

  • Video

  • Sticker

• Languages
  Filter by languages that appeared in your community feeds in the last 90 days. The filter does not allow the selection of all the possible languages. It shortlists only the languages detected for the entire account in the last 90 days.

Integrations

You can filter your Community traffic by integration with other Emplifi modules and third party tools such as Salesforce.

• Message location
  Filter messages based on their location. Messages visible in Community can be escalated to or handled by other products.

  • Salesforce

  • Agent

  • Bot

  • Care

• Message status from Bot
  Filter messages based on their status from Bot.

  • Pending

    The Pending status means that Bot escalated the message and the user is waiting for a Community manager to reply.

• Message status in Care
  Filter the messages that were escalated to Care based on their status. For more information about how Community interprets the statuses of Care cases, see Escalate a Community Message to Care.

  • Open
    Indicates that messages are being processed in Care and cannot be replied from Community.

  • Closed
    Indicates that messages were processed or resolved in Care and can be replied from Community.

Reviews & Ratings

• Rating
  Filter messages based on the number of stars (1 through 5)

• Review content
  Filter the messages only with the stars submitted and no textual content provided.

Channels, labels, and Listening

• Content labels
  Filter messages by applied content labels. Both Content labels and Label groups are supported.

• Channels
  Filter messages by profiles from different platforms previously added to your Emplifi account. Select all that apply.

• Profile labels
  Filter messages by profile labels previously created in your Emplifi account. Select all that apply.

• Listening queries
  Posts, comments and other pieces of content collected via Listening query sets. Listening results are available only when the Community management is enabled in the query set’s settings.

• Spike Alerts - Listening
  Posts, comments and other pieces of content collected via Spike Alerts as part of Crisis Management for Listening. Results are available only when the Community management is enabled in the query set’s settings.

Users

• Assigned
  Filter messages by the user to whom they are assigned.

• Mentioned
  Filter messages by users mentioned in the internal notes.

• Created by
  Filter messages by the user who created them in Emplifi.

Time filters

In addition to the filters listed in this article, you can also use the date selector to limit the number of days included in the results. For more information, see “Select the date and time range“ in Community Inbox.

Time filters are display-only. In other words, you must activate them for each session, and they cannot be saved as a part of the feed.