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. This helps route and filter requests instantly, without waiting for manual input.
If a thread is already labelled (via API or form), auto-labelling won’t override it. To make the most of auto-labelling, set up your labels first in Settings → Labels.
We recommend creating a labels for generic requests as well as a few that are specific to your product. Examples of generic requests include:
Feature Request
Bug
Billing
Demo Request
Other
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.
This makes your inbox easier to scan, helps teammates jump in with context, and improves searchability, especially when requests come in without a clear subject line.
Urgency detection (Beta)
Plain AI automatically detects when a support request is urgent, flagging threads that mention downtime, blockers, or critical impact.
Urgent threads are marked clearly in the UI, which is particularly valuable when:
Customers don’t explicitly say a request is urgent, but their message suggests it.
You’re dealing with outages or high-priority bugs and need to triage at speed.
You’re coordinating between support and engineering in real time.
With urgency detection, your team stays focused on what matters most – no manual tagging or Slack escalations required.
Thread summarization
Long threads can be time-consuming to review, especially during handovers or catch-up.
Plain AI automatically generates and updates a running summary of each thread. This lets you quickly understand what’s happened so far, without rereading the full timeline. Summaries are visible in the top-right of the thread view and in Slack notifications.
This is especially useful during busy shifts, for cross-functional collaboration, or when picking up a handover.
Similar threads (Beta)
To prevent duplicate work and speed up resolution, Plain AI can show similar threads in the thread details panel.
This helps your team:
See if an issue has already been solved
Reuse proven replies or workflows
Spot patterns across customers or issues
By connecting the dots across your support history, this feature helps every teammate act with the confidence of someone who’s seen it all before.