Labels

Labels categorize support threads so your team can quickly see what each conversation is about. Use them to prioritize, route, and report on customer requests across the queue.

To manage labels, open the command palette with ⌘K and search for Manage labels, or go to Settings → Labels.

Apply a label

1. Open the thread.

2. Click Labels in the thread sidebar.

3. Search for or select a label from the list.

Organize labels

Nested labels

Labels support up to three levels of hierarchy. When a label is applied, all of its parent labels are applied automatically. Use nesting to group related labels — for example, Billing > Refund or Bug > Critical.

Team labels

In Plain, teams are defined through labels. A team label represents a team or functional group in your workspace, applying it signals ownership and enables team-based routing, filtering, and assignment.

Common examples: Support, Payments, Onboarding, Enterprise.

Automate labels

AI auto-labeling

Plain can apply labels automatically using AI. When creating or editing a label, turn on Can be applied by Plain AI to enable this.

Workflows

Labels can be set to automatically apply based on conditions using Workflows. For example, you could automatically apply a label like Churn risk whenever a thread mentions cancellation.

API

Labels can also be applied programmatically using Plain's GraphQL API.