Changing status

Threads can be in one of 3 statuses:

Todo
Snoozed
Done

For TypeScript, the GraphQL SDK gives you a fully typed client for these operations.

When you log into Plain you can filter threads by these statuses. When threads are created they default to Todo. To change a thread’s status you need an API key with the following permissions:

thread:edit
thread:read

Mark thread as `Done`

When any activity happens in a thread, it will move back to Todo. Unlike traditional ticketing software, Plain expects a thread to move between Todo and Done several times over the course of helping a customer. This will not break or influence any metrics. Done in Plain means “I’m done for now, there is nothing left for me to do”.

Mutation

mutation markThreadAsDone($input: MarkThreadAsDoneInput!) {
  markThreadAsDone(input: $input) {
    thread {
      id
      externalId
      customer {
        id
      }
      status
      statusChangedAt {
        iso8601
        unixTimestamp
      }
      title
      previewText
      priority
    }
    error {
      message
      type
      code
      fields {
        field
        message
        type
      }
    }
  }
}

Variables

{
  "input": {
    "threadId": "th_01H8H46YPB2S4MAJM382FG9423"
  }
}

Snooze thread

You can snooze threads for a duration of time defined in seconds. When any activity happens in a thread, it will be automatically unsnoozed and move to Todo. Otherwise threads will be unsnoozed when the timer runs out.

Mutation

mutation snoozeThread($input: SnoozeThreadInput!) {
  snoozeThread(input: $input) {
    thread {
      id
      externalId
      customer {
        id
      }
      status
      statusChangedAt {
        iso8601
        unixTimestamp
      }
      title
      previewText
      priority
    }
    error {
      message
      type
      code
      fields {
        field
        message
        type
      }
    }
  }
}

Variables

{
  "input": {
    "threadId": "th_01H8H46YPB2S4MAJM382FG9423",
    "durationSeconds": 432000 // 5 days
  }
}

Mark thread as `Todo`

This is useful if you mistakenly marked a thread as Done or snoozed a thread and want to unsnooze it. Otherwise write a message and the thread moves back to Todo on its own.

Mutation

mutation markThreadAsTodo($input: MarkThreadAsTodoInput!) {
  markThreadAsTodo(input: $input) {
    thread {
      id
      externalId
      customer {
        id
      }
      status
      statusChangedAt {
        iso8601
        unixTimestamp
      }
      title
      previewText
      priority
    }
    error {
      message
      type
      code
      fields {
        field
        message
        type
      }
    }
  }
}

Variables

{
  "input": {
    "threadId": "th_01H8H46YPB2S4MAJM382FG9423"
  }
}

GraphQL API

Building Agents

Webhooks

Channels

Customer Cards

UI Components

Security

Changelog

Mark thread as `Done`

Snooze thread

Mark thread as `Todo`

​Mark thread as Done

​Snooze thread

​Mark thread as Todo

Mark thread as `Done`

Snooze thread

Mark thread as `Todo`