Product

Solutions

Resources

Customers

Pricing

Book a demo

workflows

Automate support work in minutes, not sprints

Workflows watch for a trigger, check the conditions you set, and act — route, investigate, escalate, reply, or hand the thread to an agent.

try for free

BOOK A DEMO

Start

Thread created

Sidekick action

Investigate thread

Assign to

Customer Agent

If/else

Label

L1 Support

Reusable order templates

T-1953

Slack 7m ago

Priya Nair7m ago

Can I make reusable order templates? I frequently order the same 12 things and re-adding one-by-one is time consuming.

SidekickNot visible to Priya

Workflow: Thread Routingadded labelL1 - Product Support

Workflow: Thread RoutingassignedCustomer Agent

Customer AgentAI agent6m ago

Hi Priya, we don’t have reusable order templates yet. I can submit a feature request for our team to consider.

Priya Nair5m ago

Yes, thank you!

Workflow: Identify Feature Requestadded labelFeature Request

Sidekickadded issueCUS–1445

Start

Thread created

Sidekick action

Investigate thread

Assign to

Customer Agent

If/else

Label

L1 Support

Reusable order templates

T-1953

Slack 7m ago

Priya Nair7m ago

Can I make reusable order templates? I frequently order the same 12 things and re-adding one-by-one is time consuming.

SidekickNot visible to Priya

Workflow: Thread Routingadded labelL1 - Product Support

Workflow: Thread RoutingassignedCustomer Agent

Customer AgentAI agent6m ago

Hi Priya, we don’t have reusable order templates yet. I can submit a feature request for our team to consider.

Priya Nair5m ago

Yes, thank you!

Workflow: Identify Feature Requestadded labelFeature Request

Sidekickadded issueCUS–1445

Start

Thread created

Sidekick action

Investigate thread

Assign to

Customer Agent

If/else

Label

L1 Support

Reusable order templates

T-1953

Slack 7m ago

Priya Nair7m ago

Can I make reusable order templates? I frequently order the same 12 things and re-adding one-by-one is time consuming.

SidekickNot visible to Priya

Workflow: Thread Routingadded labelL1 - Product Support

Workflow: Thread RoutingassignedCustomer Agent

Customer AgentAI agent6m ago

Hi Priya, we don’t have reusable order templates yet. I can submit a feature request for our team to consider.

Priya Nair5m ago

Yes, thank you!

Workflow: Identify Feature Requestadded labelFeature Request

Sidekickadded issueCUS–1445

Trusted by B2B teams to HANDLE 40%+ of volume

HOW IT WORKS

Trigger, check conditions, act.

Plain's workflows enable AI agents to read the message, judge the tone, evaluate the issue, then act. Set routing rules where you configure your AI settings.

HOW IT WORKS

Trigger, check conditions, act.

Plain's workflows enable AI agents to read the message, judge the tone, evaluate the issue, then act. Set routing rules where you configure your AI settings.

Start

Thread created

If/else

LabelISSecurity

Sidekick action

Investigate if a similar incident exists. If yes, assign to our agent. if no, create a new incident.

Assign to

Your AI Agent

Sidekick action

Create Incident.io incident

HOW IT WORKS

Trigger, check conditions, act.

Plain's workflows enable AI agents to read the message, judge the tone, evaluate the issue, then act. Set routing rules where you configure your AI settings.

Start

Thread created

If/else

LabelISSecurity

Sidekick action

Investigate if a similar incident exists. If yes, assign to our agent. if no, create a new incident.

Assign to

Your AI Agent

Sidekick action

Create Incident.io incident

Start

Thread created

If/else

LabelISSecurity

Sidekick action

Investigate if a similar incident exists. If yes, assign to our agent. If no, create a new incident.

Assign to

Your AI Agent

Sidekick action

Create Incident.io incident

Trigger from anything

A new message, a label or priority change, an SLA breach, a manual run, or one on a schedule.

Conditions get checked

Tier, channel, label, SLA state, a keyword in the message, or even a question the AI answers from the thread itself like “Is this a security vulnerability report?”

Plain does the work

Route, reply, tag, escalate, call another tool over the API, or start an investigation with our Sidekick. Push the update to a CRM record, kick off a build, or log it to a dashboard. Some threads need a person. Plain assigns those to the account owner or round-robin to the team, with the Sidekick’s findings already on the thread.

Start

Thread created

If/else

LabelISSecurity

Sidekick action

Investigate if a similar incident exists. If yes, assign to our agent. If no, create a new incident.

Assign to

Your AI Agent

Sidekick action

Create Incident.io incident

Trigger from anything

A new message, a label or priority change, an SLA breach, a manual run, or one on a schedule.

Conditions get checked

Tier, channel, label, SLA state, a keyword in the message, or even a question the AI answers from the thread itself like “Is this a security vulnerability report?”

Plain does the work

With Plain powering our support, we don't have to think about scaling challenges. Everything just works.

Christopher O'Neill

Head of Developer Success, Stytch

USE CASES

Support automations for the whole company

Start

Thread created

If/else

PriorityISUrgent

Else

Send HTTP request

POST https://events.pagerduty.com/v2/enqueue

Escalate urgentPage on-call when priority is urgent

DON’T START FROM SCRATCH

Start from a template, or build your own.

Templates are ready to install in one click. Some are built by us, others by teams like Granola and E2B who rely on them every day. No code necessary.

BROWSE THE LIBRARY

Triage
Automatically assign thread labels
By E2B
Triage
Brief the next owner when a thread is escalated
By Plain
Integrations
Cancel and refund a subscription from the thread
By Plain
Triage
Customer Agent Handoff to Support: Set SLAs + Sidekick Agent
By

Triage
Automatically assign thread labels
By E2B
Triage
Brief the next owner when a thread is escalated
By Plain
Integrations
Cancel and refund a subscription from the thread
By Plain
Triage
Customer Agent Handoff to Support: Set SLAs + Sidekick Agent
By

Follow-up
Close threads when customers confirm resolution
By Plain
Triage
Customer Agent to Sidekick Agent thread handoff
By Plain
Alerts
Detect incidents and alert in Slack
By Plain
Alerts
Detect urgent threads and notify in Slack
By Granola

Follow-up
Close threads when customers confirm resolution
By Plain
Triage
Customer Agent to Sidekick Agent thread handoff
By Plain
Alerts
Detect incidents and alert in Slack
By Plain
Alerts
Detect urgent threads and notify in Slack
By Granola

Triage
Automatically assign thread labels
By E2B
Triage
Brief the next owner when a thread is escalated
By Plain
Integrations
Cancel and refund a subscription from the thread
By Plain
Follow-up
Close threads when customers confirm resolution
By Plain

Triage
Automatically assign thread labels
By E2B
Triage
Brief the next owner when a thread is escalated
By Plain
Integrations
Cancel and refund a subscription from the thread
By Plain
Follow-up
Close threads when customers confirm resolution
By Plain

Prefer to build your own?

Use our no-code visual builder, or let Sidekick build the workflow for you based on the description you provide.

Try it today

Results from teams running workflows today.

It was night and day. Support engineers were visibly happier using Plain even in the pilot phase.

Peter Hofstee

Global Director, Support Engineering @ Sanity

We cut Enterprise FRT from 1 hour to 12 minutes with Plain.

Ramiro Aznar Ballarin

Support Manager @ Tinybird

Plain allows us to keep our personal approach to support while giving us the structure we need to scale.

Jason Jacob

VP Technical Services @ Buildkite

Questions
and answers.

Everything you need to know before getting started with workflows.

How is a workflow different from a rule?

Rules check fields. Our workflows understand the thread. A rules engine matches a value, like channel to queue, and misses the thread that reopens a day later or gets assigned to the wrong team because neither matches the field it's watching. Our workflows read the message, judge tone, evaluate the issue, and act on what it finds.

Do I need to write code to build or edit one?

Will a workflow template work for my team out-of-the-box?

Can a workflow operate with tools outside Plain, or only act inside it?

Can a workflow run on a schedule, not just react to a message?

What happens when a thread doesn't match any condition?

Is there a learning curve to set up a workflow?