Weekly Drop: September 25, 2026

Everything else we shipped this week, alongside the releases that got their own posts.

Customize what's in your thread sidebar: The sidebar on your threads has a new layout, and you decide which cards appear and what order they show in, from the dropdown in the top right. Everything that was in the previous sidebar is still there. It applies to all your threads and doesn't change what anyone else on your team sees, so the person who works out of customer cards and the person who works out of linked issues can each arrange it around how they actually work.

We tell you when a webhook fails to deliver: If we can't deliver a webhook to one of your endpoints, we now email your workspace owners and admins. A dead endpoint is the kind of thing you normally find out about later, from whatever downstream system quietly stopped receiving data. Now you hear it from us while it's still a small problem.

Your identity directory is the source of truth for users and roles: If your workspace is connected to an identity directory, users, and roles are now managed there for Plain. Inviting someone or changing their role happens in your directory. You can still remove users from the workspace directly if they aren't managed by the directory. This applies in the app and through the API, so if you have an integration that creates users, point it at your directory instead.

Ari, our native Customer Agent, can read knowledge from any URL behind JWT authentication: Not just GitBook. If your internal documentation sits somewhere private, Ari can read it where it is, so you don't have to move it or keep a second copy in sync.

Ari knows which tenant a customer belongs to: Ari now has the customer's tenant in its context alongside their name and company. That means instructions and knowledge you've written for specific accounts get applied on the right threads.