Controlling access to your Help Center

Plain gives you full control over who can access your Help Center. You can configure this under Help Center → General.

Access levels

Everyone

Anyone with the URL can access your Help Center.

• Best for public knowledge bases

• Search engines can index your content

Authenticated customers

Visitors must log in using their email address. Login is via magic links, so there's no need for a password.

• Anyone can authenticate—not just users of your product

• Logged-in customers can seamlessly create support requests

• Their email is visible in Plain, making it easier to track usage and AI conversations

Your team and AI agents

Only members of your Plain workspace and your AI agents can access the Help Center.

• Ideal for internal knowledge bases

• Useful for training the Plain AI UI without exposing content publicly

Managing Customer Inbox visibility

By default, customers can only see their own support requests in the Help Center. If you offer support to B2B customers, you may want to allow visibility across their organization.

To adjust visibility:

1. Go to Help Center → Customer Inbox

2. Find the Thread visibility setting

3. Choose from:

   • Only their own threads (default)

   • Threads from others in the same tenant

   • All threads from their company

This gives you flexibility in how customers collaborate across support interactions.