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Email from customer with keywords?

I remind an early whitepaper about servicecamp where keywords are named, which may be used within an email text, which is received by my servicecamp inbox. By using these keywords another customer name or a topics could be pre-definied.

It had looked like #topic:'Hardware' or #customer:'[email protected]' or anything like that.

Does anybody know whether those keyword exist and how the syntax might be to use it correctly?