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Setup playbook

Now that you're operational with Plain, there is so much you can do to continue creating more efficiency. This is Part 2 of our Setup Guide, focused on more advanced workflows.

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Connect your tools

  • CRM (HubSpot, Salesforce): sync Accounts and Contacts so customers land in the right Tier automatically.

  • Linear / Jira / Shortcut / Github: link threads to engineering tickets. When a ticket closes, Plain reminds you to follow up with the customer.

  • incident.io / Rootly: correlate incoming requests with ongoing incidents.

Launch your Help Center

Give customers a place to find answers on their own and give Ari a knowledge base to draw from.

  • Open Help Center from your workspace name (top-left), set your subdomain, branding, and create your first articles.

  • Generate articles from real threads: press ⌘+K in any thread to turn an answer into a draft.

Fine tune your Operations

  • Auto-responses: Go to Settings → Auto-Responses to set up automated acknowledgements so customers know their request was received.

  • CSAT: Collect CSAT automatically after threads are resolved to track how your team is performing over time from Settings → Customer Surveys to configure your CSAT survey and choose when it triggers.

  • Tasks: Create internal tasks directly on threads to track follow-ups, handoffs, or anything that needs to happen before a request is closed.

  • Load Balancing (Auto-Assignment): Automate assignment and reduce overhead of assigning threads to your team using the Workflow Builder.

Migrate data from another platform

Plain has importers from multiple other support platforms. Run the importer, validate the data, then switch your email forwarding towards Plain.

Build on the API

This is just the beginning. Use the GraphQL API, webhooks, and Customer Cards to embed Plain deeply into your product and LLM workflows.

Personalize your workflow

  • Create and favorite Views by tier, status, assignee, or label so you always see what matters most.

  • Set personal notifications in Preferences (bottom-left of the sidebar).

  • Learn keyboard shortcuts and / commands — Plain gets significantly faster once they're in muscle memory.

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