Filters are used to evaluate incoming interactions and take automated actions based upon regular expression matches. An example of a common action is to redirect incoming messages to a specific topic based on content in a message. Filters can be applied to mailboxes (see Segment Configuration > Mailboxes) individually, or combined in groups. When applied to a mailbox, filters parse the contents of incoming mail.
When applied directly to topics (see Segment Configuration - Topics), filters parse the contents of Tickets and Ask a Question interactions (e.g., iService Forms and the Ask a Question page) that are submitted directly to iService rather than via email.
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