Workflow Rules are available on the Grow pricing plan and above.

If you are interested in trying this feature, please reach out to us at sales@plain.com or via our shared Slack channel.

You can use workflow rules to help you automate your team’s processes.

Some common use-cases include:

  • Assign someone to handle all support requests from a given company or tier (e.g. Enterprise)
  • Set a threads’ priority if it includes certain key phrases
  • Assign threads based on the used support email (e.g. Give all security@ emails to Jane)

To manage your workflow rules go to SettingsWorkflow Rules.

When building a new rule, you can choose among a set of conditions which result in one or more actions.

There are a couple of conditions you can choose from, based on the thread’s attributes:

  • a given label is applied
  • is from a given company
  • is from a given slack channel
  • has a specific tier (ie Enterprise)
  • is for a specific support address (ie sales@yourcompany.com)
  • contains a certain keyword (ie vulnerability)

When the chosen condition matches a thread, you can perform any of the following actions:

  • assign someone to the thread
  • set the thread priority
  • apply a given label