Frame Help Center

Frame Help Center

Welcome to the Frame Help Center developer hub. You'll find comprehensive guides and documentation to help you start working with Frame as quickly as possible, as well as support if you get stuck. Let's jump right in!

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What is Frame?

For teams that are using Slack with customers (and customer teams), day-to-day users run into common procedural challenges:

  • Lack of an ordered, persistent inbox

  • Alerts fatigue (too many)

  • Alerts missed (too few or suppressed during do-not-disturb hours)

  • Forgetting to return to ongoing conversations

  • Repetitive work to turn the result of a conversation into follow-up tasks

  • Uncertainty over who is responsible for a conversation

In addition, managers tend to be concerned about business terms including:

  • Misaligned expectations around availability and responsiveness

  • Long-running relationships built in 1-on-1 DMs, where others cannot assist

  • Uncertainty about committing to "all access" without paying for it

  • Lack of understanding in terms of where all the time goes

  • Data about Slack-based conversations (time, volume, impact, etc.) missing from reporting tools used elsewhere internally

Frame makes the essential Slack add-on for addressing these challenges. In particular, it serves teams that maintain ongoing relationships with important customers: technical customer support, customer success, account management, implementations/integrations, and partner management.

It's easy to install and use. Your team can add it to Slack here.

Frame improves the Slack experience in three ways:

  • Attention management

    • The feed helps managers see at a glance what's happening across all channels

    • Frame monitors designated channels for activity so your team doesn't have to

    • Alerts for new and idle conversations aimed at conversation owners, an on-call team, account (channel) owner, and more ensure nothing falls through the cracks

    • Autoresponders and away messages help your team set customer expectations at off hours

    • Configurable across the team or per channel

  • Data synchronization

    • Enrichment. For each conversation participant, display a profile summary from Clearbit or your CRM

    • Actions. Trigger workflows that include a conversation summary and transcript. For example, quickly create follow-up tasks in a task manager without leaving Slack

    • Auto-Close. Set up an automatic export to your CRM/ticketing system, or a custom workflow, every time a conversation closes

  • Awareness

    • A weekly analytics report includes key metrics plus "active time" calculations for your team and customers

    • Dashboards suite includes views for situational awareness and strategic analysis

    • Analyze active for each member of your team, in each channel, and across other factors like day of week, time of day, and working vs. after hours

What is Frame?