30+ new workflow triggers, conditions, and actions

Workflows can now react when a snooze ends, an email bounces, an assignee changes, or a note is added. New conditions let you branch on thread age, linked issues, customer message counts, and more, while new actions can create a task, start a discussion, or run another workflow.

→ Open Workflows

Business-hours overrides for holidays and closures

You can now add holidays, early closures, and extra opening hours to a business-hours schedule. SLAs, autoresponders, and workflows follow those overrides, and running SLA deadlines recalculate while keeping the business time remaining. Go to Settings → Business hours, open a schedule, and click Add override.

Plain MCP adds workspace setup and more API tools

Plain MCP tools are now generated from the API, adding coverage for roles, webhooks, help centers, email domains, and more. Your Connected Agent can help you finish workspace setup, build a workflow, and give you an integration install link to approve. Connect Plain in your MCP client, sign in with your Plain account, and ask your agent to help with a workflow or a remaining setup step.

→ Connect the Plain MCP server

Sidekick uses snippets and links to its changes

Sidekick now searches your snippets before drafting a reply and tells you which one it used to help your team reply consistently. You can also type [ in a Sidekick composer to insert a snippet yourself, with variables filled from the current thread. When Sidekick changes a workflow, article, skill, or SLA policy, click its change card to open the result; a floating indicator takes you back to any pending question or approval.

Customer Agent replies can share links from your knowledge

Customer Agent can now share up to three links from the public knowledge it retrieves or from your custom instructions, giving customers a direct source to the page or action they need. Open Customer Agent → Preferences → Behavior → and turn on Share links from knowledge content. Review any JWT-authenticated sources first, because Plain treats them as public for linking.

→ Read about links and citations

Create a thread while linking it to a task

The thread picker on a task now has a Create new thread option, so you can start the conversation and link it to the work in one place. Open a task's thread picker, type a title, and choose Create new thread. This also works while you're writing a task in the inline input or Create task dialog.

Support email addresses on other domains

Alternate support addresses can now use a different domain from your primary address, so you can support several brands from one Plain workspace. Go to Settings → Channels → Email → Alternate addresses and add the address, then follow Set up DNS records for its domain. Plain activates the address once verification succeeds; use Check DNS status to check its progress.

Viewer-based custom roles and role priority

Custom roles can now be based on Viewer, giving read-only teammates a tailored role on an unbilled viewer seat. Owners and admins can also set which role takes priority when someone matches more than one. Go to Settings → Roles, choose Based on: Viewer when creating a role, or use Reorder roles to drag existing roles into priority order.

Account details in the thread sidebar

Threads now show an Account details card with the account's company, tier, external ID, and populated account fields, providing context while replying. Open a thread and look below Customer details; you can move or hide the card like other sidebar cards. Click the account name to open its page, and see the newest threads first.

Open threads at the latest message

A new preference opens a thread at the last message from a customer or teammate. Go to Personal settings → Preferences and turn on Open threads at the latest message.

Quieter notification defaults

New users start with personal notifications off, and new workspaces start with email notifications off, giving teammates a choice about the updates they receive.

Disconnected Slack channels have their own page

Slack settings now lists disconnected channels separately, where you can connect each one as a customer or discussion channel. If you use the same Slack workspace with several Plain workspaces, channel connections follow each Plain workspace's invitations and auto-join rules. Open Slack settings → Disconnected channels to choose which channels to connect; PDFs sent in Slack workflow messages are also kept as attachments.

Microsoft Teams thread creation through the API

Microsoft Teams settings now has an API-only option for thread creation, letting your integration decide which messages become support threads. Go to Microsoft Teams settings → Thread creation and choose API only, then use createThreadFromMSTeamsMessage in your integration. Messages from private channels also arrive within seconds, and Teams emoji display in Plain.