Actions

​

Assignment

• Assign to user - Assigns the thread to a specific user, machine user, or user reference tenant field.
• Assign to team - Distributes the thread using round-robin assignment across team members.
• Unassign thread - Removes all assignees from the thread.

​

Thread properties

• Set priority: sets the thread priority. Set Mode to Manual to choose a fixed priority in Set priority to, or AI selected to let AI choose. Add optional Instructions to guide AI’s selection. See AI triage.
• Set tier - Moves the thread to a specific tier.
• Set status - Changes the thread status.
• Add labels: adds labels to the thread. Set Mode to Manual to pick labels in Select labels, or AI selected to let AI choose. AI selects from labels with Can be applied by Plain AI turned on. Add optional Instructions to guide AI’s selection. See AI triage.
• Lock thread - Locks the thread.

​

Messages and notes

• Send message - Sends a message to the customer.
• Add note - Adds an internal note to the thread, only visible to your team.

​

Integrations

​

Send HTTP request

• Post to a Slack channel with a Slack incoming webhook
• Create a Linear issue through the Linear API
• Trigger a PagerDuty incident with their Events API
• Send a notification to Discord with a Discord webhook
• Call your own internal API to run custom logic

• {{ customer.email }}, {{ customer.fullName }}, {{ customer.shortName }}
• {{ thread.ref }}, {{ thread.id }}, {{ thread.externalId }}, {{ thread.title }}, {{ thread.description }}, {{ thread.url }}
• {{ workspace.id }}

{
  "threadId": "{{ thread.id }}",
  "customer": "{{ customer.email }}",
  "title": "{{ thread.title }}"
}