Plain AI: Overview

Plain AI helps support teams work smarter by surfacing insights, automating responses, and empowering customers to self-serve – all with minimal setup. You can enable all features from Settings → Plain AI.

Insights

These features help your team understand, prioritize, and categorize conversations without needing to read every message:

• Auto-labelling
  Automatically applies labels to new threads based on their content. If a thread already has labels, AI won’t override them. This feature requires Labels to be set up in Settings → Labels.

• Thread titles
  Adds concise, descriptive titles to threads, which is particularly useful for Slack and other channels without subject lines.

• Urgency detection
  Flags threads as Urgent when they include signals of high impact (e.g. downtime or blockers), even if customers don’t explicitly say so. Urgent threads are surfaced in the Urgent view.

• Thread summarization
  Shows an up-to-date summary of each thread so your team can stay informed without reading the entire history. Summaries appear in the top-right of the thread view and in Slack notifications.

• Similar threads
  Displays related past conversations directly in the thread details panel, helping agents spot duplicates or reference previous solutions.

Generative AI

Tools to help your team reply faster, write clearer, and maintain high-quality documentation:

• Suggested Responses
  Automatically suggests replies for new threads based on similar past conversations and (optionally) indexed documentation. Responses appear in the composer and can be edited before sending. Documentation context is configured via Knowledge Sources

• AI Slash commands
  Use / followed by a prompt inside the composer to draft or refine replies. Examples:

  • /fix typos

  • /summarise

  • /ask for version of SDK

• Generate articles from support conversations
  Turn helpful replies into documentation by pressing CMD + K → Generate help center article. Articles auto-generate and can be edited and published from the Knowledge Base.

• Edit with AI (help center)
  Click the AI icon in any article to rewrite, summarise, or polish content using prebuilt or custom prompts.

• Knowledge Source indexing
  Add documentation context to support AI suggestions:

  • In the UI: Add URLs via Workspace Settings → Knowledge Sources

  • Via CLI: Use index-url or index-sitemap with optional label scoping

Customer-facing AI

AI that lives in your Help Center, helping customers find answers instantly—and escalating gracefully when needed:

• Ask AI
  A high-context assistant trained only on your help docs. It answers questions directly in the Help Center and escalates to your team when needed, passing along the full conversation.