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Themes uses AI to group your recent support threads into topic clusters, so you can see what customers are asking about most without reading through every conversation.

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How it works

Every day at 5am UTC, Plain generates a new batch of themes based on the previous 7 days of conversations. Each theme is a cluster of related threads. You can sort by largest, smallest, most positive, or most negative, depending on what you want to look at first. Clicking into a theme shows all the related threads, the customers and tiers involved, and lets you jump directly to individual conversations.

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Themes are snapshots

The threads in a theme are fixed at generation time and won’t update afterward. If you’re looking at an older theme, the most recent ones will give you a more current picture of what’s coming in.

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How to turn themes on

  1. Enable Plain AI in your workspace settings.
  2. Themes will start appearing in Insights > Themes on the next working day.
  3. Browse, sort, and click into any theme to see the related threads.
Themes are available on all plans once Plain AI is enabled.