Discussion filters sort new discussions for you as they arrive. Each filter is a rule: if a new discussion matches what you describe, then Tender takes the actions you chose, such as adding it to a queue or making it private.
Filters only look at new discussions, when they're started (by email, on your site or through the API). Replies, and discussions that already exist, are left alone. To act on discussions that have gone quiet, use activity filters instead.
Create a filter
- In the dashboard, open Account & Settings › Settings and click Discussion Filters in the left-hand menu.
- Click + Create a filter (or Create your first discussion filter).
- Fill in the Search criteria and choose the actions, then click Create filter.
Search criteria
Fill in only the fields you need. A discussion must match all of them.
- Category: only discussions started in this category, or All Categories.
- From (name or email): part of the author's name or email address, such as
@example.com. Separate several with commas; matching any one is enough. - Subject: text the discussion's title contains.
- Message includes the phrase: text the first message contains.
- Extras Hash: values your site sends with discussions, one
key=value(orkey=~regex) per line. See Creating advanced discussion filters using Extras hash. - Company: the author's company, or several companies separated by commas (on plans with companies).
Text matches ignore upper and lower case.
Before you save, click Test search criteria first to see which of your 20 most recent discussions the criteria would match.
Actions
- Add to queue: puts the discussion in the queue you pick. Choose + Create a New Queue to make one on the spot.
- Mark as read (acknowledge): takes the discussion off the Pending list until the customer writes again.
- Make private: hides the discussion from the public.
- Close discussion: closes it straight away.
- Mark as spam: moves it to Spam.
- Delete: moves it to Trash.
You can tick several actions in one filter.
Managing filters
The Discussion Filters page lists your filters as "If … Then …" rules. Click a rule to change it, or Remove to delete it. Your plan sets how many filters you can have; a filter over the limit is marked Filter is disabled and doesn't run.
Discussions posted on your site are filtered about two minutes after they arrive; email and API discussions are filtered straight away.