Overview
Plain AI is a set of capabilities built around one idea: your team should be able to choose how AI fits into your support operation, without rebuilding everything else around it.
You can enable all features from Settings → Plain AI.
Plain AI features are enabled by default, you can choose to opt-out in the Plain AI settings page.
For your team
Our features that work in the background of your existing queue. Sidekick surfaces customer history and relevant context the moment you open a thread. Suggested responses drafts replies from your knowledge base, so your team can resolve issues faster without starting from scratch. Auto-triage labels and routes incoming threads so your queue stays structured without manual work. And Similar threads flags related conversations that may have already been resolved. Cutting down on duplicated effort across your team.
Ari — Plain's AI agent
Ari is Plain's built-in AI agent. It reads incoming threads, pulls answers from your knowledge sources, and resolves conversations autonomously without any human involvement. When it can't help, it hands off to your team with full context intact, so nothing gets lost in the transition.
You can tune Ari's tone of voice to match how your brand communicates, and use knowledge gaps to see where Ari is falling short so you can improve coverage over time.
Bring Your Own Agent
Most AI platforms tie your agent choice to your infrastructure choice. Plain doesn't.
If you've already invested in an AI agent or want to choose one independently of your support tooling, you can connect it to Plain. Parahelp, Inkeep, Decimal, and Duckie all have dedicated integrations. For any other agent, our Integration Guide will take you through the steps you need to take to bring it into Plain, via webhook and API.
Plain handles the infrastructure. The routing, queuing, SLAs, and AI-to-human handoffs. Your agent handles the conversations. And if you decide to switch agents later, your support operation stays intact.
AI Tools
For teams building on top of Plain or integrating AI into their own workflows, Plain offers a set of developer-facing tools. The MCP Server gives AI models like Claude direct, structured access to your Plain workspace. So agents can read threads, draft replies, and take action. The AI Agent Skill connects coding agents (Claude Code, Codex, Amp, and others) to Plain so that developer support requests are routed and tracked. And the Cursor integration brings Plain context directly into your IDE.