Apr 18, 2025
AI Urgency Detection
We've added urgency detection to Plain AI.
When enabled in your Plain AI settings, Plain will automatically classify threads as Urgent if they include language that suggests downtime, blocking issues, or high-impact problems. These threads will be flagged for quicker attention – so your team can jump in fast when it matters most.
Why it’s helpful:
Urgent issues get the right priority, even if the message doesn’t say “urgent”
No more time wasted manually tagging critical threads
Helps support and engineering teams stay aligned
Improvements
You can now add attachments to notes
You can now filter by participants (including in saved views). A participant is anyone who has ever interacted with a thread e.g. replied, changed a label etc. This makes it easier for you to understand who on your team has interacted with your support requests.
You can now zoom in to images in the chat widget without having to open a new tab
You can now drag and drop images to the full chat widget
Bug Fixes
The notes in dark mode are now yellow – making it easier for your team to distinguish between what is a note, and what is a customer response.
Fixed a bug with the Linear template dropdown that was causing overflow if an template option had a long name
Marking a thread as Done or Ignored from the command palette will now prompt you to add required thread fields. In addition, If you you have required thread fields, marking a thread as ignored will now work (it will ask you for those thread fields).
Designed, built and written by
Andrew Blaney
Engineering
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