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Thread fields let you store structured data directly on a thread, things like account IDs, deal values, renewal dates, or any custom information your team needs to track.
Thread fields in Plain
Once set, thread fields can be used to filter and sort your queue, trigger workflow rules, and keep agents consistent through required and read-only fields. Configure thread fields in Settings → Thread fields.

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Field types

Number, Currency, and Date fields can be used as queue filters and for sorting.

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Additional configuration

  • Read-only fields: Mark any field as read-only so agents can see the value but cannot edit it.
  • Conditional fields: Fields can be nested so that one field only appears based on the value of another. Use this to build dynamic forms that adapt to what agents enter.
  • Label-based visibility: A field can be configured to only appear when a thread has a specific label applied. Set this using the Labels option in the field settings. This is only available for top-level fields. It cannot be combined with the nested conditional field option.
  • Required fields: Mark a field as required to ensure agents fill it in before marking a thread as Done.
  • AI auto-fill: Plain can automatically fill thread fields using AI. To enable it, open the settings for a field and turn on Autofill via AI.
All field types work as conditions in the workflow builder, letting you route, prioritize, and automate based on any thread field value. Thread fields can be created, updated, and read programmatically using Plain’s GraphQL API.

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Agent context

The "Include in Agent context" toggle lets Ari use this field as additional context when handling a thread. It is off by default and set per field. Fields can hold any data, including PII, so only enable this toggle for values you’re comfortable sharing with Ari.