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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 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 Agent Tickets and Customer Tickets that are submitted directly to iService rather than via email.



tog_plus        Creating A New Filter


tog_plus        Filter Groups


tog_plus        Common Filter Examples





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