Plain is a collaborative support platform for B2B support teams, offering a modern, AI-powered interface to consolidate support channels and assist customers efficiently.
Fires when a customer in Plain is created, updated or deleted. `event_type` says which it was, `created`, `updated` or `deleted`, in the same vocabulary the config filters on — so a single subscription to all three can branch downstream without matching on Plain's raw event names. Group membership changes are a separate slug, `customer_group_membership_changed`.
Fires when a customer group is created, edited or deleted in Plain.
Fires when a customer is added to or removed from a customer group in Plain. Use it to re-segment a customer downstream the moment their grouping in Plain changes — move them onto a different plan's onboarding, change who gets paged for their threads, sync the new segment into your CRM. `change` says which direction it was, `added` or `removed`, straight from Plain. Which group it was is the one that differs between `customer.customer_group_memberships` and `previous_customer.customer_group_memberships`, both of which carry the customer's full membership list.
Fires when a new support thread is opened in Plain.
Fires when one of your own thread fields is set, changed or cleared on a Plain thread.
Fires when an inbound message arrives on a Plain thread. Covers email, in-app chat, Slack, Discord and Microsoft Teams, and each channel ships its own message shape, so read `channel` before reading `message`. For the replies your own team sends out, use the Thread Message Sent trigger instead.
Fires when your team sends a message out on a Plain thread. Covers email, in-app chat, Slack, Discord and Microsoft Teams, and each channel ships its own message shape, so read `channel` before reading `message`. Editing a Slack or Discord message afterwards does not fire it again, and for messages arriving from the customer use the Thread Message Received trigger instead.
Fires when an internal note is added to a thread in Plain. Carries no `mentions`: Plain only reports them on its separate mention event, which is `PLAIN_THREAD_NOTE_MENTIONED`. Subscribing to both slugs delivers every mentioning note twice, under two different event ids.
Fires when an internal note mentions a machine user in Plain. The only event that carries `mentions`. The raw `<@mu_…>` markup is not guaranteed in either `note.text` or `note.markdown`, so this slug — not scanning the note body — is how a consumer learns who was mentioned. Plain publishes such a note twice, here and as `thread.note_created`, so subscribing to both this and `PLAIN_THREAD_NOTE_CREATED` delivers it twice, under two different event ids.
Fires when a thread's status, assignee, priority or labels change in Plain. Every event carries the thread's new state alongside its state immediately before the change, and names which of the four properties changed. Assignment events also cover reassignment, so both sides can be populated.
Fires when a thread's tenant is set, changed or cleared in Plain. Plain also sends this event when a thread's tenant is reapplied without changing, in which case both sides hold the same tenant or both are null.
Add a customer to up to 25 customer groups. Existing memberships are skipped, and the response contains only newly created memberships.
Idempotently add a customer to one or more tenants.
Add a suggested reply for teammate review without sending it to the customer.
Add one or more labels to a thread by label-type ID.
Add or move up to 25 tenants or companies into one tier.
Apply an SLA policy, or clear it so the thread falls back to its tier's SLAs.
Archive a label type while preserving labels already on threads.
Sequentially delete thread-field values by thread and schema key. Deletions are non-atomic; an interrupted call can leave earlier deletions committed without returning all item results.
Create or replace multiple typed thread-field values.
Assign or unassign a thread's primary assignee, or add or remove additional assignees. For AI-agent assignment, LIVE allows customer replies while SHADOW observes without sending customer replies.
Create a sensitive three-minute URL and return its virus-scan result. Download or process the file only when attachmentVirusScanResult is CLEAN. Treat INFECTED as unsafe, FAILED or PENDING as not cleared, and null as unscanned; do not fetch or expose the file in any of those states. Do not log or share the URL.
Create a sensitive, two-hour presigned upload capability; no file is uploaded. Do not log or share uploadFormUrl or uploadFormData. Next, POST multipart/form-data directly to uploadFormUrl with every uploadFormData key/value as a form field and the exact binary file in the form field named `file`. After that upload succeeds, pass the returned attachment.id to a compatible message or note action.
Create an autoresponder that automatically sends outbound customer replies. Enabled autoresponders can send irreversible external messages when new threads match. Plain permits at most 25 autoresponders per workspace and delays up to 900 seconds.
Creates a new customer group in Plain for organizing and segmenting customers. Customer groups allow you to categorize customers (e.g., by pricing tier, feature access, or support level) and manage them more effectively in your support workflow. Each group has a unique key, display name, and visual color for easy identification. Use this when you need to create a new customer segment for organization or filtering purposes.
Create a custom customer-wide or single-thread timeline event.
Immediately and irreversibly start an external EMAIL or SLACK discussion. EMAIL delivers the first message to every emailDetails.toAddresses recipient and optional ccAddresses recipient. SLACK posts it to the connected channel selected by slackDetails.connectedSlackChannelId. Live provider authorization requires threadDiscussion:create, although the current operation page omits it.
Create a label type that can be applied to threads.
Create an internal note on an existing customer thread. Plain's live API currently rejects customer-level notes without threadId even though the current GraphQL SDL marks that input nullable.
Create a named SLA policy with zero or more unique target types.
Create a reusable plain-text and optional Markdown reply snippet.
Create a task with optional company, tenant or account context and an optional assignee. Tenant and account IDs may be supplied together; a company ID cannot be combined with either.
Create a thread after obtaining a valid customer identifier. Creating a thread can trigger a configured autoresponder, which sends an external reply to the customer; that outbound message cannot be recalled.
Create a custom thread-field schema.
Create a support tier, optionally assigning tenant or company members.
Create one legacy tier SLA; next-response requires a first-response SLA on the tier.
Permanently delete a native autoresponder.
Permanently and irreversibly deletes a Plain customer by ID, including all associated threads, timeline entries, and other customer data. Deletion runs asynchronously. Confirm the destructive operation before calling.
Permanently delete an empty customer group after confirmation.
Soft-delete an internal note.
Delete an SLA policy, its targets, and their trackers. Threads using the deleted policy fall back to their tier's SLAs.
Soft-delete a snippet while preserving historical references.
Soft-delete a task and remove its thread links.
Delete a tenant, unlink its customers, and remove its field values. Existing threads retain a reference to the tenant deletion record but are no longer routed through that tenant.
Permanently delete a tenant-field schema and all values stored against it.
Clear one tenant field value without deleting its schema.
Permanently delete a thread and all associated data.
Delete a schema and all values stored against it.
Permanently delete a tier and all of its memberships. The live API also requires serviceLevelAgreementBreachAction:delete, including when the tier does not exist. Plain's API-key UI grantability for that permission is currently unknown.
Delete a legacy SLA from a tier. A first-response SLA cannot be deleted while the tier still has a next-response SLA; delete the next-response SLA first.
Permanently removes a Plain workspace user by ID. Their threads remain but become unassigned. Plain rejects deletion when the user is the workspace's only owner, so assign another owner first. Confirm this destructive operation.
Advance a thread's escalation or attach/detach its escalation path.
Tool to fetch company details by ID. Use when you need the full profile of a company, including name, domain, contract value, owner info, and timestamps.
Fetches external issue tracker links (Jira, Linear, GitHub, etc.) associated with a customer's threads. Returns a bounded, flattened snapshot of issue links across the customer's threads, including thread context. With defaults, it examines up to 50 threads and 50 links per thread; results may be truncated at either limit.
Fetch a tier by ID. Set include_details=true to include memberships and SLA configuration, which require additional permissions.
Fetch a native Plain autoresponder by ID through a machine-user-safe list query. Returns no result when the list is exhausted without a match; fails if pagination cannot be exhausted within 25 pages.
Fetch customer details by email address. Returns customer information if found, or null if no customer exists with that email.
Fetch a customer by the exact stable external ID from your own system.
Retrieve a customer's ID, full name, email address, and creation and update timestamps by customer ID.
Fetch one customer group by its Plain ID. Plain's live API requires customerGroup:read for this query.
Tool to fetch a list of customers. Use when retrieving multiple customer records with pagination, filtering, or sorting.
Fetch metadata for one EMAIL or SLACK side-conversation by ID. Live provider authorization requires threadDiscussion:read, although the current public operation page does not state that permission.
Fetch one AI-detected knowledge gap and its linked task and signals.
Fetch one label type by Plain ID or external ID.
Fetch one SLA policy by its Plain ID.
Fetch one snippet by ID, including a soft-deleted snippet.
Fetch one task by either its Plain ID or human-readable T-123 ref.
Fetch one tenant by its Plain ID, including current custom field values.
Fetch a thread by ID, including customer info, status, priority, labels, and assignments. If not found, the thread field in the GraphQL response is null.
Fetch a thread by ref or by its customer-scoped external ID.
Fetch workspace user/team member by ID. Returns detailed information about a workspace team member including their name, email, status, and avatar. Note: This fetches workspace users (team members), not customers. Use GET_CUSTOMER_BY_ID for customer data.
Import one historical thread without triggering SLAs or autoresponders.
Import up to 25 historical messages and return one result per input message. Reusing a message externalId is idempotent and returns NOOP. The batch is non-atomic: successful messages remain committed when others fail, with per-message results and a top-level bulk_partial_failure error. Attachments require previously uploaded IDs.
List feedback submitted on Plain AI features, optionally filtered by feature, sentiment, or time.
List native Plain autoresponders in priority order.
List one paginated page of customer groups with optional external-ID filtering.
List deletion-audit records for threads.
List only EMAIL and SLACK side-conversations with filters and pagination. Live provider authorization requires threadDiscussion:read, although the current public operation page does not state that permission.
List current suggested replies for a thread's most recent inbound message.
List AI-detected knowledge gaps with status filters and useful sort orders.
List active and/or archived label types.
List named SLA policies, optionally filtering by name or target type.
List the workspace snippet library with cursor pagination.
List workspace tasks with pagination, filtering, and sorting.
List tenant-field schemas before reading or writing custom values.
List tenants with current filters and cursor pagination.
List the workspace's custom thread-field schemas.
Retrieve up to 50 threads from one page, optionally filtered by status. Omit the cursor for the first page and pass the returned end cursor to fetch the next page.
DEPRECATED: Use PLAIN_PLAIN_QUERY_THREADS instead. Lists one page of threads (support conversations) in Plain. Returns thread summaries including ID, reference, title, status, and priority. Use this action to: - Get an overview of a page of threads in the system - Fetch threads with pagination for large datasets - Find threads by browsing through the list Pagination: Use 'first' for forward pagination (newest first) or 'last' for backward pagination (oldest last). For paginated results, use the cursors from pageInfo (endCursor/startCursor) with 'after'/'before' parameters. If no pagination parameters are provided, returns the provider's default first page.
List a page of threads with an external ID across all customers.
List threads with the provider's complete public filter and sort surface.
List tiers with cursor pagination. Set include_details=true to include memberships and SLA configuration, which require additional permissions.
Idempotently hide a customer's threads as spam and exclude them from metrics.
Removes a customer from one or more customer groups in Plain. Use this action to revoke customer group memberships. The customer must be a member of the specified group(s) - attempting to remove a customer from a group they're not in will result in an error. Groups can be identified by their Plain internal ID (customerGroupId), unique key (customerGroupKey), or external ID (externalId). Common use cases: - Downgrade customer tier (e.g., remove from premium_tier group) - Remove customer from beta access groups - Clean up group memberships after customer status changes
Idempotently remove a customer from one or more tenants.
Remove one or more concrete labels from a thread.
Remove up to 25 tenants or companies from their current tiers.
Reorder native autoresponders in one call.
Reorder one or more thread-field schemas.
Immediately and irreversibly send an external reply to an inbound email. Plain inherits the primary recipients and email channel from the referenced inbound email. The request can add CC and BCC recipients or send from a verified alternate support address while preserving email-client threading.
Execute an arbitrary GraphQL document against Plain without a safety gate; mutations can immediately and irreversibly change data. This tool cannot predeclare sufficient permissions for every operation and field. GraphQL errors without data raise an error; partial responses can include errors.
Search customer profile fields or timeline text using explicit OR conditions.
Search tenants by name, domain, or exact external ID.
Search thread titles, messages, and customer names or emails.
Immediately and irreversibly deliver a message in an existing discussion. The discussion ID determines the external recipients and original EMAIL or SLACK channel; they cannot be reviewed or overridden here. Live provider authorization requires threadDiscussionMessage:create, although the current operation page omits it.
Immediately and irreversibly deliver a message through an existing thread. The thread determines the delivery channel and primary recipient or channel; this action does not let the caller review or override them. Email threads can add CC and BCC recipients. By default Plain sends as the connected machine user, while impersonation can make the message appear from a customer or an allow-listed workspace user.
Immediately and irreversibly send an external email to a customer. Plain uses the customer's email as the primary recipient. The request can add CC and BCC recipients, send from a verified alternate support address, and attach the email to an existing thread; the delivery channel remains email.
Replace a customer's complete tenant membership set in one call.
Move a thread to Todo, Snoozed, or Done.
Restore an archived label type for use on new threads.
Idempotently clear a customer's spam flag and restore inbox visibility.
Update an autoresponder that automatically sends outbound customer replies. Enabling or changing a matching autoresponder can cause irreversible external messages. Plain permits at most 25 autoresponders per workspace and delays up to 900 seconds.
Upserts (creates or updates) a company in Plain. Provide companyId to update by ID or companyDomainName to upsert by domain. When both identifiers are omitted, domainName is also used as companyDomainName for compatibility. Use this to create new companies, update existing company details (name, domain, contract value), or assign account owners.
Assign one company to a tier or clear its tier membership.
Record teammate feedback on a generated reply.
Update mutable label-type properties using field wrappers.
Replace an internal note's content and optional attachment list.
Replace an SLA policy's targets; omitted target types and their trackers are deleted.
Update selected snippet fields using Plain's field-level wrappers.
Update selected fields on an existing task.
Assign one tenant to a tier or clear its tier membership.
Change one thread priority, customer, external ID, tenant, or tier attribute.
Update mutable properties of a thread-field schema.
Tool to update a thread's title. Use when renaming a thread after confirming its ID.
Update selected fields on an existing support tier.
Update a legacy tier SLA without changing its SLA type.
Tool to upsert (create or update) a customer. Use when syncing or ensuring a customer record exists before subsequent actions.
Idempotently create or update a customer group using machine-user-safe calls.
Create or update a tenant while synchronizing its stable external ID.
Set one typed custom field value for a tenant.
Create or update tenant-field schemas keyed by source and external field ID.
The Plain integration connects your Dench AI CRM directly to Plain, so agents can read and act on your Plain data as part of everyday work — answering questions in chat, keeping your CRM in sync, and running automations without anyone copying data between tools.
120 actions are available for agents to invoke on your behalf, and 11 triggers can start a Dench automation the moment something changes in Plain. Every call runs through Plain's own authorization, scoped to the account you connect.
Sign in to your Dench workspace and open Integrations.
Find Plain and click Connect — you'll authorize access through Plain's own sign-in flow. No API keys or code required.
Ask an agent to use Plain in chat, or wire a Plain trigger into an automation.
Manage or disconnect the connection any time from workspace settings.
The Dench Plain integration connects your AI CRM to Plain, so AI agents can work with your Plain data as part of chats, automations, and CRM workflows. You connect your account once, and every agent in your workspace can use it — governed by your workspace permissions.
The Plain integration currently exposes 120 actions, including Add Customer To Group, Add Customer To Tenants, Add Generated Reply, Add Labels To Thread, Add Members to Tier, and Apply or Clear Thread SLA Policy. Agents invoke them on your behalf from chat or from automations.
Yes. The Plain integration provides 11 triggers — such as Customer Event, Customer Group Changed, Customer Group Membership Changed, and Thread Created — that can start a Dench automation the moment something happens in Plain.
No. You connect Plain from your Dench workspace using Plain's own sign-in and authorization flow — no API keys to copy, no glue code to maintain.
Connections are authorized through Plain's own authentication flow, and Dench stores only the authorization needed to act on your behalf. You can review and disconnect the Plain connection from your workspace settings at any time.