Message Categorization

Use Message Categorization to automatically categorize and route inbound email and SMS messages. You can also enable automated or semi-automated responses to inbound messages based on content. When Message Categorization is enabled all inbound messages are categorized, unless Workflow Bounce is enabled.

For email messages the categorization is based on:

• “To” address
• Subject line
• First body part with eventual HTML tags stripped (not the attachments)

For SMS messages, the categorization is based on the content of the SMS only.