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In Plain, every customer conversation lives in a thread. The tools in this section determine what happens to a thread: how it moves through your workflow, who is responsible for it, how urgently it needs attention, and how your team tracks it from arrival to resolution.

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Structuring your queue

Plain gives you several tools to help bring order to chaos.
  • Priorities: (Urgent, High, Medium, Low) flag which threads need attention first.
  • Tiers let you segment your customers based on your internal (or external) criteria. Such as pricing plans like Enterprise, Pro or Free. You can then attach different SLA targets to each.
  • Labels can categorize threads by type and enable team based assignment and routing.
  • Thread fields go further still, letting you store structured custom data like renewal dates, deal values and account IDs with the thread. That your team can then use to filter, sort, and build workflows on.
Priorities → Tiers → Labels → Thread fields →

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Keeping work moving

Tasks let you track internal follow-ups without leaving Plain. Press T to create one on any thread. Auto-responses keep customers informed the moment a thread arrives, configurable by channel, business hours, or label. When two threads cover the same issue, merging them into a single parent avoids duplicated effort. And when a conversation is genuinely closed, locking it prevents further replies while automatically creating a fresh thread if the customer writes back. Tasks → Auto-responses → Merging threads → Locking threads →