Snoozed and Done queues load faster and group like your Todo queue

Snoozed and Done threads now load a page at a time, and Plain only syncs the threads that changed since you last opened it. Large workspaces use less browser memory and take less time to load. If you’ve opened a queue before, you can start working with what’s already there while the rest catches up in the background. To see these threads, open a queue or saved view, turn on Show all statuses, then click Load more.

You can also group Snoozed, Done, and all-status queues by Priority or Status, in both the table and the board, so waiting and completed work looks the same as your Todo queue. Favorited saved views that include Snoozed or Done show counts in the sidebar, and label pages show a total that follows your filters. Pick Priority or Status for grouping, and use each group’s Load more to see more threads.

Thread previews show assignees and breaching SLAs

Thread previews now show the customer, account, channel, summary, labels, assignees, and any breaching SLA, so you can check a conversation's context and urgency before opening it. Hover over a thread in the search results, sidebar, or a linked thread to see the new card. Moving between references opens the next preview immediately after the first.

Email reactions, formatting, and attachments

Apple Mail tapbacks show as emoji reactions, Outlook for Mac quoted history is collapsed, and replies keep their code blocks, links, and formatting, so you can read the customer's message with its context intact. Attachment-only emails create or update threads, inline images are also listed as attachments, and inbound email discussions show their attachments. If delivery is blocked by a suppressed address, review Settings → Email → Email suppressions.

Change or remove a thread's account

You can now change a thread’s account, or remove it. That includes an account Plain guessed from the customer’s email domain, so you can fix it when the guess is wrong. Open the account row in the thread sidebar and pick a different account, or choose No account.

Search threads with a Slack message link

Paste a Slack message link into Plain’s thread search and it’ll find that conversation’s thread, so you don’t have to hunt for it by name.

Customer Agent handoffs and follow-up replies

Ari, our Customer Agent, now sends at most one handoff message to your customer per conversation. And when a customer answers one of its clarifying questions, the agent picks up from that answer and keeps investigating, so replies follow the conversation.

Switch a thread from Test Mode to Live to let the agent answer the customer's message, and updated models make response generation faster. To review threads with only Test-Mode Ari assigned, open Not assigned.

Sidekick Agent updates

Sidekick follows the permissions of the person asking

Sidekick now limits its tool calls to the permissions shared by its API key and the person asking. When you prompt it in Plain, mention it in Slack, or run a workflow manually, it can only reach what your role and thread access allow, so it won’t do something on your behalf that you couldn’t do yourself. so requests in the app, Slack mentions, and manual workflow runs follow that person's role and thread access. Its questions and approval cards can only be answered by the person who started the turn. Workflows that run automatically still use the Sidekick API key’s access.

Sidekick reads GitHub pull requests and issues

Sidekick can now read pull requests and issues in GitHub: the description, the diff and changed files, reviews and comments. So when a customer reports a problem, you can ask Sidekick whether a particular code change addresses it. Access is read-only and limited to the repositories selected in your GitHub integration. If you already have the integration, approve the updated read permissions for the Plain GitHub App in GitHub, then ask Sidekick about a pull request or issue.

Diagrams in Sidekick replies

Sidekick replies can now display Mermaid diagrams, including flowcharts, sequences, and timelines, so you can follow a process or relationship visually. The diagrams match your light or dark theme. Start a new Sidekick discussion in Plain and ask it to explain a flow with a diagram.

Sidekick opens discussions that need a tool connection

When a Sidekick discussion is waiting on you to connect a tool, the Sidekick panel on that thread now opens on that discussion and marks it Needs input, so you can see what it needs to continue. Open the connect card and click Connect.

Knowledge gaps and help center articles show age and ownership

Knowledge gaps are questions our Customer Agent couldn't answer from your knowledge, and The Overview now has a View gaps button. The gaps table shows Age and Assignee, so your team can see how long a question has been waiting and who owns the follow-up. You can change an assignee from the table. Open Ari Overview → View gaps to review them.

If you’ve written your help center article format into a workspace skill, Sidekick follows it when it drafts an article to fill a gap.

Help center articles now show when they were last updated and who by, so readers can tell how current the guidance is. In the editor you’ll see the last editor’s name, plus a History drawer with who created, published and last updated the article. Open an article in the help center editor and click History or the Updated text to see this information.

Workspace-level message translation

AI translation automatically detects a message's source language, so your team can read messages in other languages directly in the thread. This is off by default, but Admins can turn this on for the workspace in Settings → Translation.

Insights tracks reopened threads

Insights now has a Threads re-opened metric, so you can review how often a conversation is re-opened after being marked Done. The averages on Threads moved to Done, New threads created, and Threads re-opened exclude days with no activity. Search in the reporting table covers every team, label, tier, or customer group in the breakdown. Open Insights to see Threads re-opened.

Workflow annotations, run filters, and credit usage

You can now add plain-text annotations to a workflow canvas, so whoever opens it can understand the intended action next to its steps. Annotations have no effect on how the workflow runs, and they stay beside the nearest block when you use Tidy up. Add one from the Canvas section of the sidebar, or right-click an empty part of the canvas.s.

Workflows → Runs now filters to a single workflow, so you can look at one workflow’s runs together. If you’re on credits billing and have billing access, the run list and each run’s details show the credits charged, down to individual AI steps. Go to Workflows → Runs → Filters → Workflow, pick one, then open a run to see its steps and charges.

Developer tools

Plain MCP handles tasks and knowledge gaps

The Plain MCP server can now find, create, and update tasks, read knowledge gaps, search existing knowledge, and request a source to be reindexed. So you can investigate a question the Customer Agent couldn’t answer, check what you’ve already written, update the article and close the task, all from your MCP client. Thread details now include the full quoted email history, and account details include user-reference and account-reference field values.

GraphQL pagination and change-since filters

Lightweight GraphQL connection queries can now return up to 1,000 rows when selecting only supported ID and update-time fields, so you can sync identifiers and timestamps with fewer requests. Queries that select any other field stay at 100 rows. Label types and snippets accept an updatedAt filter, snippets can include deleted records, and threadTimelineEntry reads a single timeline entry within the caller’s thread access. Update your integration’s pagination and change-since filters to use these.

Microsoft Teams messages from automations

Machine users and API keys can now reply on Microsoft Teams threads, so your automations and integrations can send customer updates through Teams. The Teams autoresponder also displays your workspace logo. Use your integration's API key to send a reply on a Microsoft Teams thread.

Composer, thread, and integration improvements

Grammarly rewrites now replace the text you selected, messages pasted from Markdown-based chat apps keep their spacing, and Slack broadcasts preserve blank lines between blocks, so your messages keep the formatting you expect.

Auto-close settings also reschedule threads already waiting to close, and manually set thread priorities are preserved when tier defaults apply. My threads has channel filters, so you can review one channel at a time. And the incident.io issue picker accepts a Slack channel name, so you can find an incident by the channel it’s running in.