Similar threads

Similar threads help you find context and past solutions while working on a support conversation. They use AI to detect other threads that are closely related to the one you are viewing, so you can quickly gather extra information without searching manually.

When enabled, you’ll see similar threads in the thread sidebar. These may include past cases with the same topic, previous resolutions from your team, or related customer reports.

How similar threads work

• AI matching – Plain compares the current thread’s content with your historical threads to find those that share a similar theme.

• Context at a glance – Results are shown in the sidebar, alongside the thread you’re working on.

• Direct navigation – Click a similar thread to open it in a new tab for deeper review.

This helps support teams:

• Avoid duplicate investigation by reusing previous answers

• Maintain consistent responses across similar cases

• Work faster by referencing relevant history without manual searches

Turning on similar threads

Similar threads are off by default and must be enabled in your workspace settings.

To turn on Similar threads:

1. Go to Settings → Plain AI.

2. Toggle Similar threads to On.

3. Open any thread in Plain to see similar threads appear in the sidebar.