Themes

Themes show AI-detected clusters of support threads, refreshed every day at 5am UTC based on the last 7 days of conversations. You can sort themes by largest, smallest, positive, or negative first. Clicking into a theme opens a dedicated page with related threads, so you can work through them without distractions. Themes are displayed in a more compact layout for faster scanning.

This helps support teams quickly spot trending topics, understand what is driving inbound volume, and prioritize their response. It can also highlight recurring issues that may need deeper investigation or process changes.

Themes are now available in beta for every Plain workspace. To find them, go to Insights → Themes (beta). Check our help article for full instructions.

Similar threads

You can now see similar threads in the sidebar while viewing a conversation. These are threads in a related theme that may contain useful context, previous resolutions, or additional details to help you respond more effectively.

This helps support teams avoid duplicate investigation, provide faster answers, and maintain consistent responses across similar cases.

To use this feature, enable it in Settings → Plain AI → Similar threads (help article here). Once enabled, you’ll find your similar threads in your sidebar.