Support
Give your agents full access to Plain.
Agents read customer threads, draft replies grounded in your docs, label and prioritize, and hand the hard ones to a person. Plain trigger events mean an agent starts working the moment a customer writes in.
Capabilities
What agents do with Plain
Helios vector-searches the Plain API surface at run time, so an agent reaches for whichever endpoint the task needs.
- Search Plain's entire API surface at run time and call any endpoint your key allows.
- Read threads, messages, and customer context including tenants and custom fields.
- Draft and send replies, and add internal notes for the human who picks it up.
- Apply labels, set priority, assign, snooze, and mark threads done.
- Look up the customer in your CRM and database before answering.
- Start a run the moment a thread is created or a chat arrives.
Use cases
Tasks you can hand to a Plain agent
Triage every thread the moment it arrives
The agent reads the thread, identifies the customer, checks their plan and usage, labels it, sets priority, and drafts a reply for review.
On each new thread: identify the customer, label, prioritize, and draft a reply.
- plain·read thread and customer record
- stripe·check plan and payment health
- notion·search help center for the answer
- plain·label, set priority, and draft reply
Thread triaged in 22 seconds
- Labeled `billing` · priority `high` (Enterprise plan)
- Draft reply cites the invoice settings doc
- Internal note names the failed charge from Tuesday
Answer the questions you have answered before
The agent searches past resolved threads and your docs, and sends a reply when it is confident, escalating when it is not.
Answer questions we have resolved before; escalate anything new.
- plain·search resolved threads for the same question
- notion·read the referenced doc
- plain·send reply and mark thread done
Answered and closed
- Matched 3 prior threads on SSO group mapping
- Replied with steps and a doc link
- Left an internal note with the sources used
Summarize the support week
A scheduled agent reads every thread, clusters them by theme, and tells the product team what customers kept asking about.
Every Friday, cluster the week's threads by theme and post to Slack.
- plain·list threads from the last 7 days
- code·cluster by topic and count
- slack·post themes to #product
Support themes · week of Mar 3
- 41 threads · 3 clusters cover 68%
- SSO setup confusion is the top theme (14)
- 2 threads describe the same undocumented bug
Escalate the accounts that matter
When a high-value customer writes in unhappy, the agent pages the owner with the account context already assembled.
When an Enterprise customer opens an urgent thread, page the account owner.
- plain·read thread and tenant tier
- attio·look up the account owner
- slack·DM the owner with a summary
- plain·set priority urgent and assign
Escalated to @priya
- Northwind · Enterprise · $4.2k MRR
- Third thread this week on the same issue
- Priority set to urgent
Triggers
Wake an agent on Plain events
Attach any of these events to a workflow and filter on the fields that matter. The agent starts within seconds of the event landing.
| Event | What it means |
|---|---|
thread.created | A customer opens a new thread — the moment to triage, label, and draft a reply. |
chat.received | A live chat message arrives and an agent can answer or route it immediately. |
Cross-app recipes
Plain works alongside the rest of your stack
One agent, one run, several services. It reads from one tool and writes to the next without a handoff.
Templates
Ready-to-run Plain agents
Copy the prompt, connect your tools, and put an agent on the task.
Support
Slack support triage
Watches your support channel, answers what your docs already cover, and escalates the rest with the account context attached.
Support
Plain thread triage & weekly themes
Triages every incoming Plain thread on arrival, then clusters the week into the themes product should hear about.
Sales & RevOps
Churn risk watchlist
Joins billing signals with product usage and support volume to surface the accounts quietly drifting toward the exit.
Sales & RevOps
Typeform lead router
Reads each form response, enriches the company, routes it to sales or support, and replies while the person still has your tab open.
Use cases
Where Plain agents earn their keep
Support triage
An agent reads each incoming thread the moment it arrives, identifies the customer, checks their plan and history, labels and prioritizes it, and drafts a reply grounded in your documentation.
Form routing
A response arrives and an agent reads what the person wrote, enriches their company, decides where it belongs, and files it — as a deal, a support thread, or a reply within minutes.
CRM data sync
An agent computes usage from your database, joins it with billing health and support volume, and writes the result onto the account record every night.
FAQ
Questions, answered
Put an agent on Plain.
Connect it once, describe the task in plain English, and let it run on your schedule or your events.