About Mail Rule Conditions and Exceptions

You can use the following conditions and exceptions when creating a mail rule. These options are available for both incoming and outgoing mail rules unless otherwise noted.

has specified words in the body
has specified words in the subject or body

Use these conditions to search the message body and subject for specific words or phrases. If you search for multiple words or phrases, the presence of any one of them will cause the condition to be considered true. You can enter the words to search for or use a word list (see Working with Word Lists).

Body text search options
Body text search options

These conditions are not case-sensitive, so a search for apple will find Apple and APPLE.

These conditions match only whole words. For example, if you search for order and the message contains only the word orders, the message will not be considered a match.

All forms of punctuation are considered to be word boundaries by these conditions. This means that you cannot use them to search for punctuation. It also means that a message may be matched when you don’t expect it. For example, a search for ian@example.com will match ian@example.com, but it will also match ian example.com, ian.example@com, and ian-example com.

has specified text in the subject

Use this condition to search the message subject for an exact series of characters. You can specify whether the text must be at the beginning of the subject, at the end of the subject, or whether it can be anywhere in the subject. If you search for multiple values, the presence of any one of them will cause the condition to be considered true.

Subject text search options
Subject text search options

This condition is not case-sensitive, so a search for apple will find Apple and APPLE.

This condition matches characters (including punctuation), not words. If you search for fred, subjects containing fred, frederick, and alfred will all be considered matches.

was sent by specified person

Use this condition to determine if the message was sent from a specific email address or domain (for incoming messages) or by a specific Response Manager user (for outgoing messages). If you enter a partial email address (such as example.com), all matching email addresses will be found (such as joe@example.com and sue@example.com). If you specify multiple email addresses or users, if any is found, the condition is considered true.

Incoming "sent by" condition options
Incoming "sent by" condition options

This condition could be used, for example, to assign all messages from a particular customer to its designated contact person. All that’s required is that you know the domain or domains that a company uses for email addresses. Enter those as values for a condition of this type and then specify the desired actions.

Outgoing "sent by" condition options
Outgoing "sent by" condition options

is marked as importance

Use this condition to perform actions based on the message’s importance setting. Because different mail clients use different importance settings, Response Manager matches the message’s importance setting to the closest Response Manager setting.

Importance options
Importance options

is marked as sensitivity

Use this condition to act based upon the message’s sensitivity setting (normal, personal, private, or confidential).

Sensitivity options
Sensitivity options

has specified text in the header

Use this condition to search the message header for specific series of characters. You can look in the header as a whole or in a specific, named header field. If you search for multiple values, a match for any of them will make the condition true.

This condition is not case-sensitive, so a search for apple will find Apple and APPLE.

Header condition options
Header condition options

Mail programs and servers put various pieces of information in the message header. Some of that information—such as the date, subject, and sender and recipient addresses—is normally shown by mail programs, while some—references, message ID, MIME type, etc.—is not. Most mail programs have an option that lets you view all message headers. In Outlook 2010, for example, choose FileProperties while viewing a message.

The message header consists of a series of name-value pairs, like so:

Header-Name: Header value
Another-Header-Name: Another header value

The options for this condition provide the ability to search the values for some commonly-used header names, like X-Sender (indicating the program used to send the message) and Date (the date and time the message was sent). You can also use the in the message header option to search for text appearing anywhere in the header, including header names.

A common use for this condition is to communicate and act on information from a web application that sends email to Response Manager. For example, the web application could put a Product header in the messages it sends. The value for the header would be the name of the product that a customer is enquiring about. Then, Response Manager rules using a header text condition can assign or move messages based on the product value.

Header condition example
Header condition example

is part of thread
is not part of thread

Use these conditions to act based upon whether the message is part of an existing conversation, or thread. All replies to existing messages with a thread number are considered to be part of a thread. Any message that begins a thread, whether incoming (new message from a customer) or outgoing (a user-initiated message, not a reply) is considered to be not part of a thread.

is assigned
is not assigned

Use these conditions to do something based on whether the message is assigned to a Response Manager user or not. An incoming message is considered assigned if a previous rule has assigned the message already or if the message is a customer reply and the Assign customer replies to previous owner option is on for the message’s group mailbox. These options are available for incoming mail rules only.

has an attachment
doesn’t have an attachment

Use these options to perform actions based upon whether the message has an attachment.

→ Next: About Mail Rule Actions

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