Starting discussions in Plain, and AI-generated titles for threads

This week we’ve improved our discussions feature – allowing you to start new discussions directly in Plain. Move faster with your team by creating discussions directly in your Plain threads.

We’ve also shipped AI-generated titles for threads. Immediately see at a glance what a thread is about, and move through your queue even faster.

Starting discussions in Plain

A few weeks ago with the introduction of discussions, we made it easier for you to collaborate on Plain threads with your team. Today, we’re building on those foundations – allowing you to start those discussions directly in Plain threads.

To start discussions directly in Plain, you’ll need to first add Plain to the channels you want to use for discussions. Don’t worry, we’ll separate those from the channels that are dedicated to handling customer requests. Check out our docs for detailed instructions.

AI-generated titles for threads

With this new release, if you’ve enabled thread titles (settings → workflow), we’ll automatically generate titles for threads created without a title through our API or via Slack.

This is particularly useful for threads that originate in Slack. Slack threads will no longer show under unactionable titles like “Slack message in #channel-name”. –Instead, they’ll be automatically generated for you based on the content of the thread.

Save time and make your support queue easier to review – regardless of where your threads originate from.