Auto-triage

Auto-triage automatically handles the first layer of triage: labelling, prioritizing, summarizing, and surfacing similar issues.

Auto-labelling

When a new thread is created, Plain AI will automatically assign 1–2 labels based on the content of the request. If a thread is already labelled (via API or form), auto-labelling won't override it.

If you want to exclude a label from auto-labelling, you can uncheck the Can be applied by Plain AI setting on the label.

Thread titles

In Slack and other real-time channels, support requests often lack structure. Auto-generated thread titles solve this by creating short, descriptive summaries for each conversation.

Urgency detection (Beta)

Plain AI automatically detects when a support request is urgent, flagging threads that mention downtime, blockers, or critical impact.

Thread catch-ups

Plain AI automatically generates and keeps an up-to-date summary for each thread, so you can quickly understand what's happened without re-reading the full timeline.

Similar threads (Beta)

To prevent duplicate work and speed up resolution, Plain AI can show similar threads in the thread details panel.