Labels

Labels are a lightweight yet powerful way to categorize support threads in Plain. They give you a quick visual overview of what each conversation is about, making it easier to prioritize, route, and report on customer requests across the team.

Common use cases

You can define labels that reflect the types of conversations you regularly handle. For example:

• “Bug report”

• “Feature request” or “Feedback”

• “Sales” or “Demo request”

• “API question”

• “Security”

• “Billing”

• “Hiring”

• “Churn risk”

Threads can have multiple labels, and they’re displayed consistently across the Plain UI – in inbox views, search, and reports.

Automating Labels with Workflow Rules

To reduce manual effort, you can apply labels automatically using Workflow Rules.

For example, you might:

• Add a “Security” label to any email sent to security@yourcompany.com

• Label threads containing words like “crash” or “bug” as “Bug report”

• Add “Sales” to any request with “demo” or “pricing” in the body

• Use the AI match prompt to detect intent and apply the right label

Automated labelling ensures consistency and saves valuable time – especially when combined with routing, assignment, or prioritisation rules.

Programmatic labeling

If you're integrating Plain with external systems, you can also apply labels via the API – for example, tagging threads created from your in-app chat, CRM, or internal tooling.