Navigating Exchanges

Frame uses the term exchange to refer to a discrete conversation consisting of messages. An exchange includes what other products refer to as a ticket, case, or conversation.

The exchange detail view shows the full transcript and all metadata from a conversation, like the email domain, participants, and tags applied.

There are many ways to navigate to the detailed view of an exchange, usually by drilling down through other areas of the tool. The most common is, when you see an exchange, to click anywhere that isn't a "pill." Once in the exchange, you can press the "X" in the top right to return to whatever your previous view was.


Once you're in an exchange you can view:

  • The source ID (think ticket or case number for most systems) in the top left. In a search, you can actually use the filter "" to pull up a particular exchange by this number.
  • Any emojis that have been applied to this conversation.
  • All participants in the conversation, whether they're marked as a customer or agent. If you click on a contact, you'll open up details about their recent stats.
  • Span (or sentence)-level annotations. Theses are special tags we can build on our end that will be applied to relevant snippets of conversation based on a combination of Neural Language Processing models and keyword signals. You can click on a stack to open up all examples, or on a specific span to navigate to its location in the larger exchange.
  • All other tags applied at the exchange level, like case status, account, etc. -- think any more general fields that can be used for classification of conversations. You can remove any tag by pressing the "x" next to its name. Clicking on the name of a tag itself will open the tag drilldown view.
  • The history of all tags that have been applied to the conversation can be viewed by hovering on the tag label


Irremovable tag labels

Certain tag labels that include non-Frame tags cannot be removed from the exchange. For such cases, you will see an info icon to click on and bring up a tag details modal. There you can view all of the source tags for that label to spot the non-Frame tag.