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Thread fields

Extend and customise Plain’s data model with custom fields.

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Track custom data on every support thread. Thread fields let you store structured information like account details, deal values, or renewal dates directly on a thread, then use that data to filter, sort, and automate.

Configure thread fields in Settings > Thread fields.

Field types

  • Boolean: a true or false toggle

  • Text: free-form text input

  • Dropdown: single select from a list of options you define

  • Number: a numeric value, such as seat count or account age

  • Currency: a monetary value, formatted with your workspace currency symbol

  • Date: a date and time, selected with a date/time picker

Filter and sort your queues

Number, currency, and date fields work with queue filters and sorting.

  • Number and currency: filter by "greater than" or "less than" to surface threads by value. Sort your queue by a number or currency field to prioritize high-value requests.

  • Date: filter by "before" or "after" to find threads by deadline or renewal date. For example, show all threads where the renewal date is before March 1.

Boolean, text, and dropdown fields support exact-match filtering.

Read-only fields

Mark any thread field as read-only so agents can see the value but cannot change it. This is useful for fields set via the API or automations, like an account tier synced from your CRM.

To make a field read-only, open its settings and enable Read-only.

Conditional fields

Thread fields can be nested so that one field only appears based on the answer to another. Use this to keep forms focused and avoid showing irrelevant fields.

Required fields

Mark a field as required to ensure agents fill it in before marking a thread as done. Useful for data you need on every support request.

AI auto-fill

Thread fields can be auto-filled by AI. To enable this, open the settings for a field and turn on Autofill via AI. The description you write for the field guides the AI's suggestions.

Use thread fields in workflows

All field types work as conditions in the workflow builder. You can trigger automations based on field values:

  • Assign to a team when a currency field exceeds a threshold

  • Escalate when a date field is within a certain range

  • Route based on a number field like seat count

Set thread fields via the API

You can create, update, and read thread fields programmatically using Plain's GraphQL API. See the API documentation for details.

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