We’ve shipped several updates over the past couple of weeks to make Slack support and managing customer accounts in Plain faster, easier, and more automated.

Customize your Slack bot

You can now personalize the Plain Slack bot with your company name and logo. You can configure your branding in Settings → General.

Open threads in Plain directly from Slack

You can now jump from Slack into Plain with just a few clicks. Just hit "More actions" on any message, then select "Open in Plain". If you can’t see “Open in Plain” in the shortlist of actions, click "More message shortcuts" and find it there. Note: You may need to re-install your Slack integration to access this.

Update request status with emoji reactions

Use emoji reactions to instantly update message status in Plain:

• 👀 → Moves the message to Investigating and assigns the person who reacted (if they have a member seat)

• ✅ → Marks the message as Done

Enable this in Settings → Slack → Your Slack Workspace → Emoji Reactions

Automatically associate Slack channels with companies

When you add the plain bot to a Slack channel, we’ll automatically link it to the right company in Plain – or create a new one if it doesn’t exist yet. 

Account ownership 

You can now assign account owners to any company in Plain. Once assigned:

• They’ll be notified via email and Slack when that company starts a new conversation

• You can create workflow rules to auto-assign them to new support requests from their accounts

You can set account owners from the individual company page.