Support triage
Every ticket triaged before your team opens the queue.
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.
How it works
Three steps to a standing task
- Step 01
Describe the triage you want
Write the task in plain English: which labels exist, how priority maps to plan tier, when to escalate, and what a good draft reply looks like. Name your help center so the agent knows where answers live.
- Step 02
Put it on your support events
Attach a Plain `thread.created` trigger, or watch a Slack support channel for new messages. The agent starts working within seconds of a customer writing in.
- Step 03
Let it work the queue
The agent labels, prioritizes, drafts, and escalates. Your team arrives to a sorted queue with the context already assembled, and spends the day on the threads that need a person.
The run
What the agent actually does
Every step below is a real tool call: the agent reaches for the API it needs, reads what it finds, and acts.
On each new thread: identify the customer, label, set priority, draft a reply, and escalate Enterprise accounts.
- plain·read thread and customer record
- stripe·check plan and payment health
- notion·search the help center
- plain·label `billing`, set priority `high`
- plain·draft reply and add an internal note
- slack·DM the account owner
Thread triaged in 22 seconds
- Northwind · Enterprise · $4.2k MRR
- Draft reply cites the invoice settings doc
- Internal note names Tuesday's failed charge
- Owner @priya paged with the thread link
Templates
Start from a working agent
Each template carries the prompt, the trigger, and the integrations it needs.
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.
Support
Morning inbox triage
Reads what arrived overnight, labels it, drafts the easy replies, and hands you a ranked list of what needs a human.
FAQ
Questions, answered
Put an agent on support triage.
Describe the task, attach a trigger, and let it run around the clock.