Themes (beta)

Themes (currently in beta 🧪) help you quickly understand the main topics your customers are reaching out about. They use AI to detect clusters in your support threads and show you which issues, questions, or topics are trending.

Every day at 5am UTC, a new set of themes is generated based on the last 7 days of conversations. This daily refresh ensures you are always working with up-to-date information about what’s driving inbound volume.

How themes work

• AI-detected clusters – Plain groups related threads into themes based on their content.

• Sorting options – View themes by largest first, smallest first, most positive first, or most negative first, depending on what you want to prioritize.

• Drill-down view – Clicking on a theme opens a dedicated page showing all related threads. From there, you can click into any individual thread to investigate further.

• Compact layout – Themes are presented in a streamlined format so you can scan easily and act quickly.

They help support and success teams:

• Spot and track emerging trends before they escalate

• Prioritize work based on volume or sentiment

• Identify recurring issues that may need process or product changes

How to turn themes on

Themes are available in beta for every Plain workspace.

To access Themes:

1. Turn on Plain AI.

2. Go to Insights → Themes (beta) in the left-hand navigation (this will be available in your workspace once you’ve turned Plain AI on. 

3. Themes will begin appearing the next working day.

4. Browse the list of themes and sort them based on your needs.

5. Click into a theme to view related threads.