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Plain syncs messages from the Slack channels you choose into Plain as threads. Your team triages and replies from Plain, and the reply posts back to Slack. Threads from Slack carry the same labels, SLAs, and workflows as every other channel, and can be linked to Linear, Jira, or incident.io.
Slack in Plain

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Set up Slack

1

Connect your Slack workspace

In Plain, go to Settings → Slack and click Connect to Slack. Follow the prompts to authorize the right Slack workspace.Grant permission for replies to be sent from your Slack profile. This is what lets Plain replies appear in Slack under your name.
2

Add Plain to the right channels

In Settings → Slack, set up auto-join rules that match your channels by prefix or suffix.To add a channel by hand instead, open it in Slack, type /invite, select Add apps to this channel, and choose Plain.Each channel can be a Customer channel, a Discussion channel, or disabled. Set this in Settings → Slack.
3

Reply from Plain

Messages from connected channels appear as threads in Plain. Type your response in Plain and it posts back to Slack as if you typed it there.Ingestion modes control which messages become threads, so a busy channel does not have to create one per message.

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Sidekick in Slack

Sidekick, Plain’s assistant agent, works from Slack. Mention Plain in a connected channel and it answers there, with access to your knowledge sources, tool integrations, and support history. Sidekick posts under its own identity and avatar, so it is clear when a reply came from AI rather than a person. To enable it, a workspace Admin or Owner goes to Settings → AI → Sidekick → Integrations → Slack. Plain then creates an #ask-plain channel. Add Sidekick to other channels, such as #engineering or #incidents, from the connected-channels list on the same page.
Sidekick in Slack in Plain

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AI in Slack

Every AI feature in Plain works on Slack threads, the same as on any other channel. See Ari for customer-facing replies and AI triage for automatic labeling and prioritization. AI can generate inaccurate responses, so review them before they reach a customer. Every AI feature in Plain is opt-in.

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CSAT in Slack

You can send CSAT surveys to customers who contacted you through Slack, with no extra setup per channel.

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Internal collaboration

Slack discussions let you start an internal Slack thread with your team from a thread in Plain. When the team resolves it, mark the discussion resolved and the thread returns to Close the loop status, so the customer still gets an answer.

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Structured intake

Slack contact forms collect structured answers instead of a free-text message, and turn each submission into a thread with its fields already set.

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Automation

Workflows act on Slack threads like any other: auto-triage, prioritization, labeling, and routing all run on triggers and conditions you define.