Knowledge Gaps in the sidebar, on threads, and in your Slack digest

Knowledge gaps are questions the Customer Agent couldn’t answer from your sources. Knowledge is now in the main navigation, with a count of how many gaps are still open.

When a gap has a task, your Customer Agent adds a note to the thread showing the gap and the related conversations. Your daily workspace Slack digest includes the most common gaps from the past week.

Sidekick Plugins: 24 new connections

Sidekick has a redesigned Plugins page with 24+ new connections, including Stripe, Confluence, GitLab, and Honeycomb. Search or browse by category to find the tools your team uses, then connect them from Sidekick settings → Plugins. You can also configure each plugin's available tools on its page.

Choose Sidekick's effort and approve workflow actions

You can set Sidekick’s effort to Low, Medium, or High when you start a Sidekick chat or adding a Sidekick step to a workflow. Higher effort can handle more complex work, while Low suits straightforward tasks. Choose an effort in the new chat composer or on a Start Agent discussion or Sidekick Agent action step. When a workflow starts a Sidekick discussion that needs approval for a write, the thread's Sidekick panel opens for your team to approve it.

Customer Agent handoff notes include the reason and research

When our Customer Agent hands a thread to your team, the handoff note now says why it handed off in a short sentence. If it searched past threads and your knowledge base before passing to a human, the note also lists the search terms and links to the documents it read.

Dismiss a suggested Customer Agent reply for everyone

You can dismiss a suggested reply for everyone across threads, keeping your team focused on the most accurate replies. On the suggestion, choose Dismiss for everyone. Use Undo in the confirmation if you want to bring it back.

Suggested icons for labels

Plain suggests an icon based on a label's name, making labels easier to scan. Create or edit a label to see the suggestion, or choose a different icon. Labels you create from a thread's label picker gets an icon automatically.

Archive SLA policies

You can archive an SLA policy that you no longer want applied to new threads. Existing threads won’t be impacted. In SLA policy settings, choose Archive from the policy's row menu. If a published workflow applies that policy, the archive dialog lists the workflows to update. Archived policies stay in the Archived view, where you can bring one back.

Restrict API keys by IP address

Owners and admins can now set an allowlist of public IPv4 or IPv6 ranges on each API key, so a key only works from your approved places. Requests from any other address are rejected. Open a key in Settings → API keys and add its allowed ranges.

Plain MCP: Sidekick skills and business hours overrides

The Plain MCP server can now create, update and delete Sidekick custom skills. Connect Plain in your MCP client, then ask your agent to manage a skill or an override.

Cancel queued and waiting workflow runs through the API

You can cancel one workflow runs with cancelWorkflowExecution, or all queued and waiting runs for a workflow with cancelPendingWorkflowExecutions. Cancelled runs remain in the run history, while runs already executing continue. Call the relevant mutation with a role or API key that has workflow edit permission.

Inbox, account, and reporting improvements

Thread rows now show a +N more control when a thread has more labels than fit in the row, so you can see the rest without opening the thread. The account chip on a thread is now clickable and opens that account.

You can favorite a saved view from the view’s own page: open it and select the star.

For accounts synced from Salesforce, you can pick an account field holding alternate email domains, so customers who email from a second domain still match the right account.

In reporting, the Assignee filter now includes machine users, which lets you report on threads assigned to agents and bots.

Slack, Teams, and help center improvements

Slack notifications for notes, mentions and replies now include the thread’s reference, so you can find the thread from the notification without opening it.

In Microsoft Teams, the Message added workflow trigger now fires for a thread’s opening message as well as later ones, so a Teams workflow can act on the first message a customer sends.

Customers filling in a help center form now get a clearer message when a field is too long or an attachment is rejected.