Search Filter Explanations

List of Filter Parameters

Parameter

Explanation

Example

Note

timezone

Changes your current view of timestamps and dashboards based on the UTC times of the original activity.

America/New_York, Europe/London

This defaults to your browser's current timezone and won't be shown in the search bar unless you specify something else.

after

Restricts activity to on or after a certain date (and optionally time). Accepts exact dates or relative date text.

1 month ago, 3 days ago, 2019-01-01, 2018-12-01 02:30:00

The default timestamp is midnight of the date selected. Notably, after:today will show everything that happened after midnight today (i.e., including all activity today).

start.after

Restricts activity to exchanges that started after a certain date (and optionally time). Accepts exact dates or relative date text.

1 month ago, 3 days ago, 2019-01-01, 2018-12-01 02:30:00

Can be combined with start and after, i.e. to return all conversations after the 1st of the month that started before today.

before

Restricts activity to before a certain date (and optionally time). Accepts exact dates or relative date text.

today, 3 months ago, 2019-01-01, 2018-12-01 02:30:00

The default timestamp is midnight of the date selected.

start.before

Restricts activity to exchanges that started before a certain date (and optionally time). Accepts exact dates or relative date text.

today, 3 months ago, 2019-01-01, 2018-12-01 02:30:00

Can be combined with start and after.

is

Allows you to see all messages that have been tagged with a specific emoji.

is:archived,is:seen

Note that archived conversations are hidden by default, so the only way to see them in your view is to include the filter is:archived

source

Specifies a data source. Useful for domains that have multiple data sources.

Intercom, Zendesk

Slack sources also have a specific code, so don't be surprised if you select your company's workspace name and it changes to a string of numbers and letters.

source.id

The original ticket/case ID from any data source.

This will not autocomplete -- paste in the desired value.

org

A domain based on the email addresses of a participant in an exchange.

gmail.com

This is not based on "company" as defined in some CRMs.

contact

A name or email address of a participant in an exchange.

[email protected], Alex MacCaw

This includes customers, agents, bots, and unknown roles.

tag

A tag on the exchange itself, participants in the exchange, or companies in the exchange.

Refunds, VIP,Risk

This includes tags applied in a source system, manually applied tags in Frame, and auto-tags in Frame.

tag.group

A group of tags as defined in Frame's Tag Management section.

Cancellation Feedback

message

A word or phrase.

upgrade, "delivery order confirmed"

Text search, including phrases, is automatically a fuzzy match.

message.{role}

A word or phrase spoken by a customer.

message.customer:help me message.agent:* message.system:dmca

Allows wildcard character * to find any message by a member of that role.

message.{role}.exact

An exact match to text (not including punctuation). Bypasses Frame's default fuzzy matching.

start

Restricts activity to exchanges where the first message included the specified phrase. This returns a fuzzy match (I.e. searching for "happy" would pull up synonyms for "happy" as well).

start:found a bug, start:having trouble with, start:feedback

start.exact

An exact match to text (not including punctuation). Bypasses Frame's default fuzzy matching (I.e. searching for "happy" would not return any synonyms for "happy").

start.{role}

Returns the same thing as start, but further filtered by conversations started by a person in a particular role (customer, agent, system).

start.agent:new feature start.system:unsubscribe start.customer:*

Allows wildcard character * to find any message by a member of that role that initiated the exchange.

start.{role}.exact

Returns the same thing as start.exact, but further filtered by conversations started by a person in a particular role (customer, agent, system).

text

A legacy feature currently redundant with message