How do I use custom integration filters?
Required Feature Flags
The following feature flags and permissions are required to use this feature:
Feature Flag | Description |
Integrations | Enables platform integrations and custom integration filters |
Required Permissions:
Manage Integrations — to add, edit, or delete integration filters
View Imported Contacts — to confirm which contacts are arriving after a filter change
What Custom Integration Filters Do
Custom integration filters control which conversations the integration brings into evaluagent in the first place. They sit on the integration itself, not on the Imported contacts & filters page. Use them when you want to narrow what gets imported — for example, only closed tickets, only a specific channel, or only conversations tagged for QA.
This is different from the filters on the Imported contacts & filters page, which run against contacts that are already in evaluagent. If a conversation is excluded by an integration filter, it won't appear anywhere in evaluagent until you change the filter.
Step 1: Open the integration
Go to Conversations > Integrations.
On the Platforms tab, click the integration you want to filter.
Step 2: Open the filters section
Inside the integration, find the Filters section. The exact label varies by platform but it's the area where you set conditions on what to import.
If filters already exist, you'll see them listed here. You can edit or remove them, or add new ones.
Step 3: Add a condition
Click Add filter (or the equivalent for your integration).
Choose:
Field — the metadata field to filter on. Options depend on the integration and might include channel, agent, status, tag, priority, or any custom field that exists on the source platform
Operator — usually is, is not, contains, or does not contain
Value — the value to match
For example, to import only closed Zendesk tickets tagged for QA, you'd set two conditions: Status is Closed and Tag contains qa-review.
Combining conditions
When you add multiple conditions, they're combined with AND logic by default. A conversation must match every condition to be imported. If you need OR logic, set up separate filters or use a tag-based approach in the source platform.
Field availability
Available fields depend on the integration and on what evaluagent has discovered from your source platform. If a field you expect isn't there:
Check that the field exists in the source platform and is populated on at least some conversations
Wait for the next discovery cycle (typically once per day) — newly added fields aren't immediately available
For Zendesk, Intercom, Salesforce, and Freshdesk, see Configuring Integration Field Mapping to manage the field list directly
Step 4: Save and test
Click Save to apply the filter.
The next scheduled run will use the new conditions. To check the filter is doing what you expect:
Wait for the next run, or trigger a manual import for a known conversation
Go to Conversations > Imported contacts & filters
Look for conversations from the integration that have arrived since the change
If conversations you expected to see are missing, work through How do I troubleshoot a failed import? — the most likely cause is the filter being narrower than intended.
A Note on Retroactive Changes
Changing a filter doesn't go back and import conversations that were skipped previously. If you widen a filter and want historical data, contact support to discuss a backfill.
Tightening a filter doesn't remove conversations that have already been imported either. They stay in evaluagent until you delete them or they age out by retention policy.