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, the full list of customers and tiers across those threads, and more. 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 to:
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
Themes are snapshots in time – the list of threads associated with a team will not update after the theme has been generated. When viewing a theme from some time ago, keep in mind that more recent themes may be more relevant to the current state of your support queue.
How to turn themes on
Themes are available in beta for every Plain workspace.
To enable daily themes:
Turn on Plain AI.
On the next working day, themes will begin appearing in Insights → Themes (this will be available in your workspace once you’ve turned Plain AI on)
Browse the list of themes and sort them based on your needs.
Click into a theme to view related threads.