Skip to main content
Plain gives you full control over how Slack messages are ingested and structured into support threads. This flexibility helps you reduce noise, improve triage, and adapt Slack-based support to match your unique workflows.
Ingestion modes in Plain
You can configure ingestion modes at two levels from Settings → Slack:
  • Workspace default: applies to all channels unless overridden. Set this on the main Slack integration settings page.
  • Per channel: override the workspace default for any individual channel. Each connected channel has its own ingestion mode selector in the channel list. Set a channel back to Inherit team default to remove the override.
Being able to customize ingestion is the difference between reactive support and proactive support. You get to shape Slack around your processes, not the other way around.

​
Why your ingestion mode matters

The way support threads are created can make or break your team’s ability to stay organized and responsive. With the right ingestion mode, you can:
  • Avoid fragmented or duplicated threads
  • Ensure high-priority messages are captured
  • Filter out irrelevant Slack noise

​
Ingestion modes explained

​
Time-based grouping (default)

What it does: Groups messages into threads based on timing and sender.
  • Messages from the same user within 2 hours = 1 thread
  • Messages from different users within 1 hour = 1 thread
Best for: Teams that want minimal setup and reasonable defaults, with no AI involved. Keeps Slack support flowing without needing AI or manual triage. What it does: Uses GPT-4o to group related messages into threads based on meaning, not timing.
  • Messages are semantically evaluated for similarity
  • Grouped only if part of the same conversation
Best for: Teams with complex, multi-topic conversations where time-based grouping falls short. This ingestion mode offers smarter grouping that understands context, reducing the likelihood of fragmented threads.

​
One-to-one mapping

What it does: Creates a one-to-one link between Slack threads and Plain threads.
  • Every new Slack thread = a new Plain thread
  • Replies in Slack stay attached to the same Plain thread
Best for: Teams that want strict mirroring of Slack threads in Plain. Perfect for customers who self-organize in Slack or when internal routing and ownership depend on thread boundaries.

​
Manual ingestion

What it does: Only ingests Slack threads when a team member adds a specific emoji reaction (e.g. 👀).
  • Reaction must be added by a Plain user
  • Must be added to the top-level channel message
  • Thread is added once per reaction. Removing it won’t delete the Plain thread
Best for: Noisy or general-purpose channels (e.g. Slack community) where only a few messages require action. Especially useful if the majority of messages in a Slack channel are not related to support and your team can flag the relevant threads.