# Plain Help Center

Get help and support on all things Plain.

## Articles

- [What is Plain?](https://help.plain.com/article/what-is-plain.md)
- [Plain in 10 concepts](https://help.plain.com/article/concepts.md)
- [Quickstart](https://help.plain.com/article/quickstart.md)
- [Setup playbook](https://help.plain.com/article/setup.md)
- [Migrating from another tool](https://help.plain.com/article/migration.md)
- [Pricing](https://help.plain.com/article/pricing.md)
- [Keyboard shortcuts](https://help.plain.com/article/keyboard-shortcuts.md):  
- [Overview](https://help.plain.com/article/ai.md)
- [Security](https://help.plain.com/article/ai-security.md): How Plain handles your data when AI features are active, including providers, retention, and how to opt out.
- [Credits](https://help.plain.com/article/ai-credits.md)
- [Tone of voice](https://help.plain.com/article/ai-tone-of-voice.md)
- [Overview](https://help.plain.com/article/tenants.md):  
- [Customer groups](https://help.plain.com/article/customer-groups.md): Organize and segment your customers with customer groups.
- [SLAs](https://help.plain.com/article/slas.md): How SLAs work in Plain, including types, statuses, and business hours configuration.
- [Auto-responses](https://help.plain.com/article/auto-responses.md): How auto-responses work in Plain, when they fire, and when they are suppressed.
- [Team reporting](https://help.plain.com/article/team-reporting.md):  

## Ari

- [Overview](https://help.plain.com/article/ari.md)
- [Knowledge Sources](https://help.plain.com/article/ai-knowledge-sources.md)
- [Context](https://help.plain.com/article/ari-context.md)
- [Custom Instructions](https://help.plain.com/article/ari-custom-instructions.md)
- [Credits](https://help.plain.com/article/ari-pricing.md)
- [Typing Indicator](https://help.plain.com/article/ari-typing-indicator.md)

## Sidekick

- [Overview](https://help.plain.com/article/sidekick.md):  
- [Tools & Integrations](https://help.plain.com/article/sidekick-integrations.md): Connect your tools to Sidekick and get context from Linear, GitHub, Datadog, Sentry, LaunchDarkly, Attio, HubSpot, Notion, and more — without leaving Plain.
- [Actions and approvals](https://help.plain.com/article/actions-and-approvals-new.md)
- [Sidekick in Workflows](https://help.plain.com/article/sidekick-in-workflows.md)
- [Sidekick in Slack](https://help.plain.com/article/sidekick-in-slack.md)
- [Skills](https://help.plain.com/article/sidekick-skills.md): Reusable routines you can invoke in Sidekick with a slash command — built-in shortcuts and custom ones your team creates.

## Features

- [Auto-triage](https://help.plain.com/article/ai-auto-triage.md)
- [Slash commands](https://help.plain.com/article/slash-commands.md)
- [Similar threads](https://help.plain.com/article/ai-similar-threads.md)
- [Suggested Responses](https://help.plain.com/article/ai-suggested-responses.md)
- [Turn answers into articles](https://help.plain.com/article/ai-generate-articles.md)

## BYOA

- [Integration Guide](https://help.plain.com/article/bring-your-own-agent.md)

### AI Agent Partners

- [Overview](https://help.plain.com/article/ai-agent-partners.md): Third-party AI agents that connect with Plain, including Parahelp, Duckie AI, Decimal AI and Inkeep to integrate with Plain to automate customer support.
- [Decimal](https://help.plain.com/article/decimal.md): Connect Decimal's AI Support Engineers and AI agents to your Plain workspace to autonomously resolve technical support tickets.
- [Duckie](https://help.plain.com/article/duckie.md): Connect Duckie's AI support agents to your Plain workspace to automate technical support for B2B SaaS teams.
- [Parahelp](https://help.plain.com/article/parahelp.md): Connect Parahelp's AI agent to your Plain workspace to autonomously resolve complex support tickets end-to-end.
- [Inkeep](https://help.plain.com/article/inkeep.md): Connect Inkeep's AI copilot to your Plain workspace for context-aware draft replies, relevant links, and thread summaries.

## Tools

- [Agent Skill](https://help.plain.com/article/ai-skill.md): Learn how to connect Plain to AI coding agents like Claude Code, Codex, Amp, and OpenCode using the Plain Support Skill. Install in one command, then query customers, threads, help center articles, and more from your terminal.
- [MCP Server](https://help.plain.com/article/mcp-server.md)
- [Cursor](https://help.plain.com/article/cursor.md)

## Channels

- [Overview](https://help.plain.com/article/channels.md)
- [Contact forms](https://help.plain.com/article/contact-forms.md)
- [Headless portal](https://help.plain.com/article/headless-portal.md)
- [Discord](https://help.plain.com/article/discord.md)
- [Custom Channels](https://help.plain.com/article/custom-channels.md)

### Slack

- [Overview](https://help.plain.com/article/slack.md)
- [Ingestion modes](https://help.plain.com/article/slack-ingestion-modes.md)
- [Customize your Slack bot](https://help.plain.com/article/customize-your-slack-bot.md)
- [In-Slack actions](https://help.plain.com/article/slack-in-slack-actions.md)
- [Slack discussions](https://help.plain.com/article/slack-discussions.md)
- [Slack Broadcasts](https://help.plain.com/article/slack-broadcasts.md)
- [Slack Digests](https://help.plain.com/article/slack-digests.md)
- [Slack Workflow forms](https://help.plain.com/article/slack-contact-forms.md)
- [Slack App - Security & Data retention](https://help.plain.com/article/slack-data-retention.md)

### Email

- [Overview](https://help.plain.com/article/email.md)
- [Set up email sending (DNS records)](https://help.plain.com/article/email-sending.md)
- [Set up email receiving (forwarding)](https://help.plain.com/article/email-receiving.md): How to set up email forwarding into Plain, manage email copies, and understand spoofing detection.
- [Alternate email addresses](https://help.plain.com/article/email-alternate-addresses.md)
- [BCC email addresses](https://help.plain.com/article/email-bcc-addresses.md)
- [Email discussions](https://help.plain.com/article/email-discussions.md)
- [Email avatars](https://help.plain.com/article/email-avatars.md)
- [Email Deliverability Troubleshooting](https://help.plain.com/article/email-deliverability-troubleshooting.md): How Plain handles email delivery, retry logic, bounce types, SMTP error codes, and common troubleshooting gotchas.
- [Spam & Auto-reply detection](https://help.plain.com/article/email-spam-and-auto-reply-detection.md)

### Chat

- [Overview](https://help.plain.com/article/chat.md)
- [Authentication](https://help.plain.com/article/chat-authentication.md)
- [Customization](https://help.plain.com/article/chat-customization.md)

### Microsoft Teams

- [Overview](https://help.plain.com/article/microsoft-teams.md)
- [Initial Setup](https://help.plain.com/article/microsoft-teams-installation.md)
- [Shared Channels](https://help.plain.com/article/microsoft-teams-shared-channels.md)
- [Migrating to the Store app](https://help.plain.com/article/microsoft-teams-migrating.md)

## Customers & accounts

- [Companies](https://help.plain.com/article/companies.md)
- [Tiers](https://help.plain.com/article/tiers.md)
- [Customer cards](https://help.plain.com/article/customer-cards.md)

### Tenants

- [Tenant Fields](https://help.plain.com/article/tenant-fields.md)

### CRM

- [Overview](https://help.plain.com/article/crm.md)
- [Salesforce](https://help.plain.com/article/salesforce.md)
- [HubSpot](https://help.plain.com/article/hubspot.md)
- [Attio](https://help.plain.com/article/attio.md)

## Threads

- [Overview](https://help.plain.com/article/threads.md)
- [Statuses](https://help.plain.com/article/statuses.md): An overview of all thread statuses in Plain, including Todo, Snoozed, Done, and Ignored — plus how locked threads work and what happens when a customer replies to one.
- [Priorities](https://help.plain.com/article/priorities.md)
- [Labels](https://help.plain.com/article/labels.md): How to use labels in Plain to categorize threads, set up nested hierarchies, automate labelling with Workflow Rules, and understand label behaviour with locked threads.
- [Presence indicators](https://help.plain.com/article/presence-indicators.md)
- [Thread fields](https://help.plain.com/article/thread-fields.md)
- [Views](https://help.plain.com/article/views.md)
- [Snippets](https://help.plain.com/article/snippets.md)
- [Tasks](https://help.plain.com/article/tasks.md)
- [My threads](https://help.plain.com/article/my-threads.md)
- [Merging threads](https://help.plain.com/article/merging-threads.md)
- [Locking threads](https://help.plain.com/article/locking-threads.md)

## Routing & SLAs

- [Assignment](https://help.plain.com/article/assignment.md)
- [Load-balancing (auto-assignment)](https://help.plain.com/article/load-balancing.md)
- [Escalation paths](https://help.plain.com/article/escalation-paths.md): Set up structured escalation levels and assign threads to them using the Workflow Builder.
- [Business Hours](https://help.plain.com/article/business-hours.md)

## Workflows

- [Overview](https://help.plain.com/article/workflows.md): Build multi-step automations with branching logic, wait states, and conditional actions
- [Triggers](https://help.plain.com/article/workflows-triggers.md)
- [Conditions](https://help.plain.com/article/workflows-conditions.md):  
- [Wait For](https://help.plain.com/article/workflows-wait-for.md):  
- [Actions](https://help.plain.com/article/workflows-actions.md)

### Example Workflows

- [Triage Security emails with an AI Prompt Condition](https://help.plain.com/article/example-workflows-ai-triage-security.md)
- [Detect and ignore spam with an AI prompt condition](https://help.plain.com/article/example-workflows-ai-filter-spam.md): Learn how to use the AI prompt condition in workflows to automatically identify spam threads and set them to ignored.
- [Follow up with inactive customers](https://help.plain.com/article/example-workflows-inactive-customer-follow-up.md)
- [Route Enterprise threads to Account Owners](https://help.plain.com/article/example-workflows-route-enterprise-threads-to-account-owners.md)

## Help Center

- [Overview](https://help.plain.com/article/help-center.md)
- [Knowledge base](https://help.plain.com/article/help-center-knowledge-base.md)
- [Ask AI](https://help.plain.com/article/help-center-ask-ai.md)
- [Access & Authentication](https://help.plain.com/article/help-center-authentication.md)
- [Customization](https://help.plain.com/article/help-center-customization.md)
- [Help Center vs Headless Support Portal](https://help.plain.com/article/help-center-vs-headless-support-portal.md)
- [Migrating an existing knowledge base](https://help.plain.com/article/help-center-migration.md)

### Customer Inbox

- [Overview](https://help.plain.com/article/customer-inbox.md)
- [Custom forms](https://help.plain.com/article/customer-inbox-custom-forms.md)

## Insights

- [Overview](https://help.plain.com/article/insights.md)
- [Metrics](https://help.plain.com/article/metrics.md)
- [Top issues](https://help.plain.com/article/top-issues.md)
- [Themes (beta)](https://help.plain.com/article/themes.md)
- [Customer Surveys (CSAT)](https://help.plain.com/article/csat.md)

## Integrations 

- [Overview](https://help.plain.com/article/integrations.md)

### Issue trackers

- [Linear](https://help.plain.com/article/linear.md): Connect Plain to Linear to track issues and follow up with customers.
- [Jira](https://help.plain.com/article/jira.md)
- [Shortcut](https://help.plain.com/article/shortcut.md)
- [Github](https://help.plain.com/article/github.md)

### Incident Management

- [Incident.io](https://help.plain.com/article/incident.io.md)
- [Rootly](https://help.plain.com/article/rootly.md)

### Importers

- [Zendesk](https://help.plain.com/article/zendesk.md)
- [Intercom](https://help.plain.com/article/intercom.md)
- [Help Scout](https://help.plain.com/article/help-scout.md)
- [Front](https://help.plain.com/article/front.md)
- [Freshdesk](https://help.plain.com/article/freshdesk.md)

### Data

- [Polytomic](https://help.plain.com/article/polytomic.md): Plain, Polytomic integration, data, API

## Personal Settings

- [Overview](https://help.plain.com/article/personal-settings.md)
- [Online, offline, and away mode](https://help.plain.com/article/personal-status.md)
- [Working Hours](https://help.plain.com/article/working-hours.md)
- [Setting up personal notifications](https://help.plain.com/article/personal-notifications.md)
- [Translation](https://help.plain.com/article/translation.md)
- [Speech to text](https://help.plain.com/article/speech-to-text.md)

## Admin & Developer

### Admin

- [Overview](https://help.plain.com/article/admin.md)
- [Single sign-on (SSO)](https://help.plain.com/article/sso.md)
- [Directory Sync (SCIM)](https://help.plain.com/article/scim.md)
- [Roles & permissions](https://help.plain.com/article/roles-and-permissions.md)
- [Custom roles](https://help.plain.com/article/custom-roles.md)
- [Notifications](https://help.plain.com/article/notifications.md)

#### Trust & Security

- [Our commitment to security](https://help.plain.com/article/security.md)
- [Service Availability & Support](https://help.plain.com/article/status.md): This is information on Plain's support SLAs to our own customers. 

### Developer

- [Overview](https://help.plain.com/article/developer.md)
- [Creating API Keys](https://help.plain.com/article/creating-api-keys.md): Learn how to create a Machine User and API Key to authenticate with Plain's API.
- [API Quickstart](https://help.plain.com/article/api-quickstart.md): An introduction to Plain's API: what you can build, how to get started, machine users, and migration guidance.
- [Rate Limits](https://help.plain.com/article/rate-limits.md): Learn about rate limits for API usage, their impact, and how they affect webhooks, workflow rules, and UI interactions.
- [Events](https://help.plain.com/article/events.md)

## FAQ

- [Recording HAR files for troubleshooting](https://help.plain.com/article/recording-har-files.md)
- [Do you have a mobile app?](https://help.plain.com/article/mobile.md): Learn about the availability of a Plain mobile app and future plans.
- [Sign in with Microsoft](https://help.plain.com/article/sign-in-with-microsoft.md)
- [How do I disable Sound Notifications for Closed Tickets?](https://help.plain.com/article/disable-sound-notifications.md)