Ingestion modes

Plain gives you full control over how Slack messages are ingested and structured into support threads. This flexibility helps you reduce noise, improve triage, and adapt Slack-based support to match your unique workflows.

You can configure ingestion modes at two levels from Settings → Slack:

• Workspace default — applies to all channels unless overridden. Set this on the main Slack integration settings page.

• Per channel — override the workspace default for any individual channel. Each connected channel has its own ingestion mode selector in the channel list. Set a channel back to Inherit team default to remove the override.

Why your ingestion mode matters

The way support threads are created can make or break your team's ability to stay organized and responsive. With the right ingestion mode, you can:

• Avoid fragmented or duplicated threads

• Ensure high-priority messages are captured

• Filter out irrelevant Slack noise

Ingestion modes explained

Time-based grouping (default)

What it does:
Groups messages into threads based on timing and sender.

• Messages from the same user within 2 hours = 1 thread

• Messages from different users within 1 hour = 1 thread

Best for:
Teams that want quick setup and reasonable defaults, without leveraging AI features. Keeps Slack support flowing without needing AI or manual triage.

Smart AI-based ingestion (recommended)

What it does:
Uses GPT-4o to group related messages into threads based on meaning, not timing.

• Messages are semantically evaluated for similarity

• Grouped only if part of the same conversation

Best for:
Teams with complex, multi-topic conversations where time-based grouping falls short. This ingestion mode offers smarter grouping that understands context, reducing the likelihood of fragmented threads.

One-to-one mapping

What it does:
Creates a one-to-one link between Slack threads and Plain threads.

• Every new Slack thread = a new Plain thread

• Replies in Slack stay attached to the same Plain thread

Best for:
Teams that want strict mirroring of Slack threads in Plain. Perfect for customers who self-organize in Slack or when internal routing and ownership depend on thread boundaries.

Manual ingestion

What it does:
Only ingests Slack threads when a team member adds a specific emoji reaction (e.g. 👀).

• Reaction must be added by a Plain user

• Must be added to the top-level channel message

• Thread is added once per reaction – removing it won't delete the Plain thread

Best for:
Noisy or general-purpose channels (e.g. Slack community) where only a few messages require action. Especially useful if the majority of messages in a Slack channel are not related to support and your team can flag the relevant support requests.