Answers
Subject Date - DESC Rating Viewed Topic
How do I configure IIS to forward all HTTP requests to HTTPS? 10/26/2016 11:29:17 AM None 1806 Site configuration
simple user login check for iService forms 2/4/2016 8:58:06 AM None 1602 Technical Support
Changing the Message Queue actions to the custom portal form 1/22/2016 5:40:23 PM None 1585 Technical Support
Updating the Message Queue page to the new version in 7.4 1/22/2016 5:24:29 PM None 2244 Site configuration
Making a form to display an interaction body or other details 8/27/2015 1:32:18 PM None 1721 Technical Support
Considerations when setting up a service account to run utilities 7/3/2015 4:51:20 PM None 2422 Batch Utility
Customer did not receive an iService email 8/7/2014 9:12:48 AM 4.0 2031 Technical Support
Updating agent count for on-premise installations 7/7/2014 11:59:40 AM 4.5 2754 Site configuration
How do I create a report subscription? 6/23/2014 11:26:47 AM None 2617 Reports
Setting mailbox for reuse later 4/10/2014 9:57:12 AM None 1945 Technical Support
Chat interface is mistakenly displayed when I login using Internet Explorer 3/11/2014 9:57:20 AM None 2069 Technical Support
When I log in, I don't see the Message Queue tab 2/24/2014 11:56:11 AM 4.0 2106 Technical Support
Email not received by iService 1/16/2014 9:28:58 AM 4.0 2788 Email Processing
Changing the mailbox specified for messages in SMTPout 9/5/2013 10:53:53 AM None 3014 Email Processing
Impact of iService On-demand on your IT department 5/21/2013 9:51:43 AM None 3087 Security
Creating an agent from an existing contact 3/26/2013 2:36:46 PM 4.0 3201 Security
Ensuring that SPAM contacts are not mislabeled and steps to correct 3/19/2013 3:22:32 PM None 2391 Technical Support
Setting message in SMTPOut for immediate delivery 2/25/2013 1:27:09 PM None 3631 Email Processing
JQuery Mobile and iService Forms 1/13/2013 1:24:26 PM None 3459 Customizing iService
Article Selected >> Simple example for filtering messages to a new topic
Question:
I have mailing coming into a new mailbox and I need to have it split between two topics. What are the setup steps required for this configuration?
Answer:
One of the most common configurations within iService is to filter mail into different topics based upon text within the message body. The steps for configuring this assuming that your mailbox, topics, and skills have not been created yet is shown below.

Step 1 - Create your new skills
if you are filtering your messages into separate topics, you probably want to limit the agents that handle each group of messages. You will need to create a skill to limit the assignment of messages corresponding to each topic. In this example we will call these skills topic1 and topic2.



After you create your skills, don't forget to assign them to the agents or departments that will need them.


Step 2 - Create your new topics and assign skills
When you have your skills created, go to the admin tools – segments - topics tab and create the topics that will hold these messages. Assign the corresponding skill to each topic. In the example below, you can see that the skill was associated with its corresponding topic.



Step 3 - Create a filter that will identify messages and set the appropriate topic
The most common approach for filtering messages is to look for matches in the subject or body. This example searches the body for the word topic1.



Step 4 - Add the filter to the appropriate group
In this example, we are changing the topic of the incoming message. So, we will add this group to our Topic Changes group.




Step 5 - Create your mailbox and assign your new filter
If you don't already have a mailbox, your final step will be to make the mailbox and assign your filter. In most cases your group filters will be combined into a single master filter as shown below. Although the default topic can be set to any topic desired, the filters will override this when there is a match.





Article DetailsSubscribe and Rate this article
Article ID:195937
Date Updated:12/18/2012 3:39:34 PM
# Views:3405
Article Creator:Scott Whitsitt
Article Topic:Site configuration
Attachments:ii_96c4ea7b32994fac995707088d867174
ii_7a317636ba1443358d6c1ad20b794fb9
ii_32f6d52fea3c484ca68ac01643930e88
ii_3ed36f9509454594ba26c957daa49900
ii_32c4d4e35cb544f2bd055f91593d6f7e
Lost password, administrator forwarding link 12/4/2012 8:48:19 AM 5.0 2397 Technical Support
iService Business Intelligence and Reports Documentation 8/1/2012 10:52:21 AM 4.0 3205 Reports
List of bookmarks/favorites to common tasks 4/7/2012 10:24:15 AM 4.0 2558 Technical Support
What is the expiration time of the link that's sent in the forgot password email? 12/20/2011 9:36:48 AM None 2056 Technical Support
create a filter to catch part of an email address 10/3/2011 1:38:02 PM 4.0 2846 Customizing iService
Please Wait...