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iService User Guide

filtericonFilters are used to evaluate incoming interactions and take automated actions based upon regular expression matches. An example of a common action is to change the topic for an incoming message based on content in the subject line or body. 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 Agent Tickets and Customer Tickets that are submitted directly to iService rather than via email.



tog_plus        The Filters and Groups List


tog_plus        Creating A New Filter


tog_plus        Action - Change Interaction Parent


tog_plus        Action - Change Topic


tog_plus        Action - Run Filter


tog_plus        Action - Forward To External


tog_plus        Action - Resolve Interaction


tog_plus        Action - Round Robin Assignment


tog_plus        Select Agents / Send Agent Notification


tog_plus        Action - Select Notification


tog_plus        Action - Set Interaction Property


tog_plus        Action - Webhook



tog_plus        Filter Groups


tog_plus        Common Filter Examples




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