You can now use AI prompts as triggers in workflow rules. This means Plain can now evaluate every incoming thread using the AI prompt you define – with full context of the thread – and trigger actions when it matches. The prompt understands it’s handling a support request, and can reason about what the customer is asking, how they’re saying it, and what stage the conversation is at.

This is a powerful way to automate the busy work that takes up your team’s time. Support teams can now:

• Route sales-related messages like “Can I book a demo?” or “Can I extend my trial?” directly to the right person on the sales team.

  • Example prompt: “If thread is asking any of the following: to book a demo, extend their free trial, upgrade their account, or speak to sales” 

  • Action: “Assign to user” 

• Ignore spam automatically — such as messages offering to buy your domain, improve SEO, or promote your website.

  • Example prompt: “When a thread is about any of the following topics: someone offering to buy the Plain.com domain name, someone offering cheap web design services, someone offering us a third party recruiting agency”

  • Action: “Set status = ignored” 

• Bring immediate visibility to urgent technical issues by detecting when a customer is reporting a bug, error, or broken functionality – and escalate to engineering or a technical specialist.

  • Example prompt: “Determine if this message contains a bug report, signs of app latency, or a blocking issue” 

  • Action: “Set priority = urgent” 

… Plus many more automations specific to how your team works. 

This helps reduce the need for manual triage and frees up your team to focus on deeper, more impactful work – like solving tough customer problems or improving the overall support experience.

It also improves speed and consistency for your broader team. Sales conversations don’t sit idle in the support queue. Urgent technical issues are flagged and escalated instantly. Spam is handled silently in the background.

You no longer need to rely on teammates remembering which types of messages to tag, triage, or escalate – or setting up inbox views to catch certain patterns. Instead, those decisions are built directly into your workflows, and applied consistently across every thread, 24/7.

Because AI prompts understand nuance and intent, you’re not limited to exact keywords or rigid filters. You can iterate and improve prompts over time, adapting them to how your customers communicate.