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Auto-triage automatically handles the first layer of triage: labeling, prioritizing, summarizing, and surfacing similar issues.
AI triage: workflow

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Auto-labeling

When a new thread is created, Plain AI will automatically assign 1–2 labels based on the content of the request. If a thread is already labeled (via API or form), auto-labeling won’t override it. If you want to exclude a label from auto-labeling, you can uncheck the Can be applied by Plain AI setting on the label.

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Thread titles

In Slack and other real-time channels, threads arrive with no subject line. Auto-generated thread titles solve this by creating short, descriptive summaries for each conversation.

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Urgency detection (Beta)

Plain AI automatically detects when a thread is urgent, flagging threads that mention downtime, blockers, or critical impact.

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Thread catch-ups

Plain AI automatically generates and keeps an up-to-date summary for each thread, so you can see what happened without re-reading the full timeline.

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Similar threads (Beta)

To prevent duplicate work and speed up resolution, Plain AI can show similar threads in the thread details panel.