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Customer Support

Plain, worked by an AI employee

Not another app for your team to learn, and not a set of rules for you to build. You hire an AI employee, you give it access to your Plain account, and you ask it for things in Slack or Teams the way you would ask anyone else on the team. There is nothing to map and nothing to maintain.

  • Customer Support
  • Connects with a key
  • 22 ready-made tools
  • Asked in Slack or Teams
At work

An illustration of how the conversation reads, not a transcript from a client account.

What Plain is

Plain is a collaborative support platform for B2B support teams, offering a modern, AI-powered interface to consolidate support channels and assist customers efficiently.

You paste in a key from your own Plain account. It is kept encrypted, and you can withdraw it from inside Plain whenever you like.

It can also be told by Plain when something happens, rather than only doing things when you ask.

How a run works

One message in, the work done in Plain.

  1. 01

    You ask

    You message your AI employee in the chat your team already has open, in one sentence, in your own words.

  2. 02

    It works out the step

    It decides what the job needs in Plain. You do not pick anything from a menu or wire anything together.

  3. 03

    It does the work

    Signed in to your own Plain account, inside the access you granted it, doing the thing you asked for.

  4. 04

    It reports back

    It tells you what it did, in the same thread. If it could not do something, it says so rather than guessing.

22 tools it already has

What it can do in Plain

These are the ready-made tools your AI employee already has in Plain. It is not limited to them, but it never has to be taught these.

  • Add Customer To GroupTool to add a customer to one or more customer groups. use when you have a customer and groups ready.
  • Create CustomerTool to create a customer. use after gathering email and full name to provision a new customer in plain.
  • Create Customer GroupTool to create a new customer group. use when needing to group customers for segmentation. creates a new customer group with specified name, key, color, and optional externalid.
  • Create ThreadTool to create a new thread. use after obtaining valid customer identifier.
  • Delete CustomerTool to delete a customer from the system. use when you need to remove a customer by their id.
  • Delete UserTool to delete a user from the system. use when you need to remove a user by their id after confirming existence.
  • Fetch CompanyTool to fetch company details by id. use when you need the full profile of a company, including name, domain, contract value, owner info, and timestamps.
  • Fetch IssuesTool to fetch external issue links for a customer. use when you need to list all issues across a customer's threads.
  • Fetch TierTool to fetch a tier by its id. use when you have a tier id and need its metadata before proceeding. example: "fetch tier with id tier 123".
  • Get Customer By EmailTool to fetch customer details by email. use after confirming the email exists to retrieve detailed customer information.
  • Get Customer By IDTool to retrieve details of a specific customer by their unique id. use after obtaining the customer's id to fetch their complete record.
  • Get CustomersTool to fetch a list of customers. use when retrieving multiple customer records with pagination, filtering, or sorting.
  • Get Thread By IDTool to fetch details of a specific thread using its unique identifier. use after confirming the thread id is correct.
  • Get User By IDTool to fetch user by id. use when you have a valid user id to retrieve detailed user information.
  • List Customer GroupsTool to list all customer groups. use when you need to retrieve group metadata with optional pagination or filters.
  • List ThreadsTool to retrieve a paginated list of threads. use when you need to list threads with optional status filtering.
  • List TiersTool to retrieve a list of tiers with pagination. use when you need to browse available tiers after determining pagination cursors. example: 'list tiers with first=25'.
  • Remove Customer From GroupTool to remove a customer from one or more customer groups. use when you need to revoke memberships.
  • Send MessageTool to send a new message within a thread. use after identifying the thread and preparing message content.
  • Update CompanyTool to update an existing company's details. use when modifying a company's name or domain.
  • Update ThreadTool to update a thread's title. use when renaming a thread after confirming its id.
  • Upsert CustomerTool to upsert (create or update) a customer. use when syncing or ensuring a customer record exists before subsequent actions.
11 things it can watch for

What Plain can tell it about

It does not only wait to be asked. These are the things Plain can tell your AI employee about the moment they happen, so it can act without anyone noticing first.

  • Customer EventFires when a customer in Plain is created, updated or deleted. eventtype says which it was, created, updated or deleted, in the same vocabulary the config filters on — so a single
  • Customer Group ChangedFires when a customer group is created, edited or deleted in Plain.
  • Customer Group Membership ChangedFires when a customer is added to or removed from a customer group in Plain. Use it to re-segment a customer downstream the moment their grouping in Plain changes — move them onto
  • Thread CreatedFires when a new support thread is opened in Plain.
  • Thread Custom Field UpdatedFires when one of your own thread fields is set, changed or cleared on a Plain thread.
  • Thread Message ReceivedFires when an inbound message arrives on a Plain thread. Covers email, in-app chat, Slack, Discord and Microsoft Teams, and each channel ships its own message shape, so read channe
  • Thread Message SentFires when your team sends a message out on a Plain thread. Covers email, in-app chat, Slack, Discord and Microsoft Teams, and each channel ships its own message shape, so read cha
  • Thread Note CreatedFires when an internal note is added to a thread in Plain. Carries no mentions: Plain only reports them on its separate mention event, which is PLAINTHREADNOTEMENTIONED. Subscribin
  • Thread Note Mention CreatedFires when an internal note mentions a machine user in Plain. The only event that carries mentions. The raw <@mu… markup is not guaranteed in either note.text or note.markdown, so
  • Thread Properties UpdatedFires when a thread's status, assignee, priority or labels change in Plain. Every event carries the thread's new state alongside its state immediately before the change, and names
  • Thread Tenant UpdatedFires when a thread's tenant is set, changed or cleared in Plain. Plain also sends this event when a thread's tenant is reapplied without changing, in which case both sides hold th
Access, and who is in charge of it

You stay the boss of your Plain account.

Nothing connects until you approve it. You grant access one app at a time, you can take it back the same way, and everything your AI employee does in there is written down where you can see it.

How we handle your data
  • It signs in to your own Plain account. You are not moving anything into ours.
  • You grant access one app at a time, and you can take it back the same way.
  • Everything it does in Plain is written down, with what it did and when.
  • Anything you tell it to check with you first, it checks with you first.
Other apps in the same corner of the business

It works in Plain and the rest of your software in the same job

A real job rarely stays in one place. Reading a message in one app, checking a record in another and writing the result in a third is one request to your AI employee, not three.

See every app

Questions people ask about Plain

Can an AI employee really work inside Plain?
Yes. It signs in to your own Plain account and works in it the way a new hire would, from the chat your team already has open. Nobody installs anything, and nobody learns a new screen.
Do I have to move anything out of Plain?
No. Nothing moves and nothing is replaced. Your records stay in Plain, your team carries on in the same screens they used yesterday, and your AI employee works alongside them in there.
How does it get into my Plain account?
You paste in a key from your own Plain account. It is kept encrypted, and you can withdraw it from inside Plain whenever you like. You approve it before anything connects, and you can take the access back the same way you gave it.
What can it actually do in Plain?
It has 22 ready-made tools in Plain today, among them Add Customer To Group, Create Customer and Create Customer Group. The full list is on this page. It is not limited to those, but it never has to be taught them.
Can it use Plain and the rest of my software in the same job?
Yes, and that is usually the point. Reading a message in one app, checking a record in Plain and writing the result somewhere else is one request to your AI employee, not three separate ones you stitch together.
Who decides what it is allowed to do in Plain?
You do. You grant access one app at a time and can withdraw it at any time, anything you ask it to check with you first it checks with you first, and everything it does in Plain is written down with what it did and when.