Search Filter Explanations

List of Filter Parameters

Parameter

Explanation

Example

Note

date range (required)

Restricts activity to the specified date range. Required selections

  • Group by (Days, Weeks, Months)
  • Start Date
  • End Date

Group by: 'Weeks'
Start Date: 'May 1st 2020'
End Date: 'May 14th 2020'

End date activity is included in the search results. Only particular start and end dates can be selected when grouping by Weeks or Months (the rest of the dates will show as greyed out)

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