How to exclude a term or an account in a case

Suppose that you do not want to see messages with a certain term in the case. Or that you want to exclude a particular account. There are two ways to exclude a term or an account. This can be done directly from a message or from the 'Exclude' option.

Pay attention: Excluding a term or account affects the entire case, for each user. It does not extend to other cases, even if the same queries are used. 

Excluding a term or an account from the popup

Excluding a term from a message

1. Click the 'More' option below the message.
2. Click on 'Exclude term in' and then 'case'. 
3. Click on the term(s) you want to ignore in the case, adjusts the term(s) or enter a term yourself. 
4. Click on 'Exclude term' to exclude the term in the case.

Excluding an account from a message 

1. Click on an account name.
2. Click on 'Exclude'.