Why are Slack messages not creating threads in Plain?
Plain only creates threads from messages sent by people on the external, customer side of a connected Slack channel. Messages from your own team members, meaning Plain workspace users, never create threads. Setup gaps can also cause skipped messages or unassigned threads.
What to check
- In Settings, then Channels, then Slack, check that the channel is in the connected channel list. A channel visible in Slack but not listed here will not create threads.
- Plain may not have picked up a channel created or renamed after you set up the integration. Re-save your Slack integration settings to force a re-sync.
- Plain skips messages sent by Slack bot users.
- Plain unassigns threads from agents whose Availability is set to Away. If a thread becomes unassigned on its own, reassign it and adjust the availability setting if needed.
- In Settings, then Channels, then Slack, check whether Move to Waiting for Customer on reply is enabled. Depending on this setting, replying from Slack rather than from Plain may not trigger the expected status change.
Other things to know
- Slack Connect channels follow the same rules and must be explicitly connected in Plain settings.
- Each Plain workspace has its own Slack integration. A channel connected to workspace A will not create threads in workspace B, even if both use the same Slack workspace.
- Which messages become threads also depends on the channel's ingestion mode.
- If a channel should have been connected but was not, contact Plain support to request a backfill of missed messages.