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Plain

SUPPORT
Velocity7.5

API-first customer support platform for B2B SaaS teams consolidating Slack, email, and in-app messages into one inbox

www.plain.com ↗

Plain turns Sidekick from a drafting assistant into an agent that acts

customer-supportai-agentworkflowsautomationslacksidekick
◆Current state
Plain is a customer-support platform building an agentic layer — 'Sidekick' — into the core thread workflow. Recent releases moved Sidekick from suggesting to acting: it can take actions across connected tools, start working proactively the moment a thread matches a workflow, and it now answers in Slack. The surrounding plumbing (scheduled workflows, thread fields via the chat widget, machine-user API links to Linear) is all in service of more automation.
◆Where it's heading
The arc points to autonomous, workflow-driven support: AI that investigates, summarizes, drafts, and executes before a human opens the thread. Each release widens either Sidekick's reach (Slack, connected tools) or the triggers that set it off (workflow conditions, schedules), steadily shifting the human role from doing the work to reviewing it.
◆Prediction
Expect deeper Sidekick autonomy — more action types and likely approval or guardrail controls — plus more workflow triggers that launch automation without a human in the loop.

◆Recent moves

  1. 2d ago

    Workflows can now run on a recurring schedule

    Workflows can fire on a recurring schedule without a thread to trigger them, extending automation from reactive to time-based. Groundwork for proactive support operations rather than purely event-driven ones.

    View source ↗
  2. 3d ago

    Sidekick auto-starts on threads matching workflow rules

    When a thread matches a workflow's conditions, Sidekick immediately begins the investigation, summary, or draft reply so it's waiting when an agent opens the thread. A direct extension of the agentic arc toward proactive execution.

    View source ↗
  3. 6d ago

    'Create customer' always available in search

    The 'Create customer' option now appears in search even when results match, not only when empty. A small workflow-smoothing fix within the broader agent-console polish.

    View source ↗
  4. 8d ago

    Pass thread fields through the chat widget

    Thread fields can now be passed through the chat widget, so context about who's chatting arrives with the conversation instead of after it. Feeds the automation layer better inputs to act on.

    View source ↗
  5. 9d ago

    Sidekick can now take actions across your tools

    ⚡ SPARK

    Sidekick can now take actions on the user's behalf across connected tools and inside Plain, not just draft or summarize. This is the pivot point of Plain's agentic story — the assistant becomes an actor.

    View source ↗
  6. 14d ago

    Pause a thread indefinitely

    Threads can now be paused without setting a wake-up time. A minor state-management convenience.

    View source ↗