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Overview

Plain’s integration for Slack makes it easy to support customers via Slack at scale. It syncs messages from selected Slack channels directly into Plain, so your team can triage, respond, and track requests with full visibility, context, and control. Use structured workflows, link to Linear, Jira, Incident.io and many more integrations, track SLAs, and bring in AI to speed up your team – all from a single place.

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Getting started with Slack + Plain

1. Connect your Slack workspace

  1. In Plain, go to Settings → Slack.

  2. Click Connect to Slack.

  3. Follow the prompts to authorize the right Slack workspace.

  4. Grant permission for replies to be sent from your Slack profile – this is how Plain replies show up in Slack.

2. Add Plain to the right Slack channels

  1. Once connected, navigate to Settings -> Slack to set up auto-join rules based on your Slack channels' prefix/suffix.

  2. If you prefer to do this manually, go to the Slack channel and type /invite and select Add apps to this channel, then choose Plain.

  3. You can choose whether a channel is a Customer or Discussion channel or whether it is disabled from Settings.

3. Reply to Slack messages directly from Plain

Messages from connected channels will appear as threads in Plain (you can customize your Ingestion mode to decide what makes it into Plain). Type your response in Plain and it will post back to Slack as if you typed it there.

AI for Slack

All of our AI features can be used through Slack (and the rest of your support channels). Head over to our AI articles for full details on how your team can utilize AI for Slack support.

AI can occasionally generate inaccurate responses, so please review responses and use your judgement when relying on AI-generated content. All AI features in Plain are opt-in, so your team can remain in full control of responses to your customers.

CSAT for Slack

You can natively send CSAT surveys to customers who have submitted a request through Slack. Check out our CSAT article for more information.

Internal collaboration

One of our most-loved features is Slack discussions – this allows you to start an internal Slack thread with your team, directly from a support request in Plain. Once your team solves the issue in the internal Slack thread, you can mark it as resolved – which will bring the support request back into "Close the loop" status, so you never forget to update a customer.

Slack digests

From frontline responders to support leadership, Slack digests help teams to stay aligned and responsive – without constantly checking the queue. Delivered via Slack, they provide clear, timely updates tailored to how different team members work. Learn more about setting up your daily digests here.

Slack workflow forms

Slack contact forms allow you to create structured intake processes for customer support requests. When integrated with Plain, these forms automatically convert Slack messages into Plain threads. Learn how to set them up here.

Automating requests from Slack

Workflow Rules allow you to automate actions to speed up your workflow, including auto-triage, prioritization, labelling of incoming support requests, and much more. They're the building blocks for automating your support workflow in Plain – learn about setting them up here.

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