How to filter cases by interaction subject and/or body

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Note:  This article reference the Classic Agent console not the Next Generation Agent console. For more information on the Next Generation console please refer to Filter cases by interaction subject and/or body


​You may want to filter your cases based on the contents of the interaction subject or interaction body. While the current filter conditions do not directly allow you to filter on the subject or body, the instructions below will explain how to create your filter using labels, and append the labels automatically with an inbound interaction rule to achieve the same results.

In the below example, we are going to create a label named "Password" and then will create a rule

First, you will need to create your label. This is done at Admin→Case Management→Labels as shown below:

Then you will create your Case Filter at Admin→Case Management→Filters as shown below:

Finally, you will create your inbound interaction rule at Admin→Case Management→Rules→Inbound Interaction, as shown below:

To test this rule, send in a case that meets any of the rule conditions. It will add the label, and add it to your filter as shown below:

You can create a set of labels, filters and rules for as many topics as you need by repeating these steps for each.