Decimal

The Decimal integration connects AI Support Engineers to your Plain workspace, autonomously resolving technical L1/L2 support tickets by reading your code, configs, logs, and documentation.

Decimal is purpose-built for technical support teams. Rather than relying on static knowledge bases, Decimal traces customer questions directly to relevant functions, logs, and release notes in your codebase to generate accurate, context-aware responses.

How to Set It Up

In Plain:

1. Go to Settings > API Keys

2. Create a new API key with the necessary permissions

3. Copy the key and paste it into the Decimal configuration

In Decimal:

1. Navigate to Integrations: Go to the Integrations page in the sidebar.

2. Click Plain: Click on the Plain integration row to open the configuration modal.

3. Provide your API key: Enter your Plain API key.

4. Connect: Click Connect to save the configuration.

Chat Widget Escalation

Once connected, Plain can be selected as an escalation target for Chat Widgets. When a customer escalates a conversation, a new Plain thread is created with the full chat history.

Check out Decimal's Plain integration docs for full setup instructions.

For a general overview of how AI agents work in Plain (machine users, webhooks, agent status), see Using your own agent.