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Plain

SUPPORT
Velocity6.3

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

www.plain.com ↗

Plain is rebuilding customer support around autonomous agents Ari and Sidekick

customer-supportai-agentsautomationslackintegrations
◆Current state
Plain has moved from a support inbox into an AI-native platform anchored by two agents: Ari, which drafts and sends grounded replies, and Sidekick, an assistant that now takes actions across connected tools. Recent releases center almost entirely on expanding what these agents can do and where they run, with inbox mechanics playing a supporting role.
◆Where it's heading
The arc is consistent: Plain is pushing its agents from suggestion toward action, and from the Plain UI outward into Slack and third-party tools. Each release widens the agent's authority (drafting to acting) and its surface (composer to Slack to connected tools).
◆Prediction
Expect Sidekick's action-taking to deepen with more tools and more autonomous workflows, and Ari's autonomous handling to keep expanding, consistent with the steady cadence of agent-capability releases in these entries.

◆Recent moves

  1. 2d ago

    Pass thread fields through the chat widget

    Context about who is chatting now travels with the conversation from the widget rather than arriving after it, cutting back-and-forth and feeding the agents better inputs upfront.

    View source ↗
  2. 3d ago

    Sidekick can now take actions across connected tools

    ⚡ SPARK

    Sidekick crosses from answering to acting, the clearest step yet in Plain's shift from assistant to agent and the throughline of its recent releases.

    View source ↗
  3. 8d ago

    Pause a thread indefinitely

    A small workflow addition lets agents pause a thread without committing to a wake-up time, continued polish of the inbox mechanics around Plain's AI core.

    View source ↗
  4. 9d ago

    API keys can link existing Linear issues to threads

    Machine users can now call createThreadLink to attach an existing Linear issue to a Plain thread, bringing programmatic callers to parity with the UI and extending Plain's engineering-workflow integrations.

    View source ↗
  5. 15d ago

    Sidekick is now available in Slack

    Sidekick expands beyond the Plain UI: @mentioning it in a connected Slack channel pulls in knowledge sources, integrations, and support history, widening where the agent operates without changing what it can do.

    View source ↗
  6. 16d ago

    Six improvements to Ari's response judgment

    Incremental tuning of Ari's decision-making, continuing the steady investment in the quality bar of Plain's autonomous replies.

    View source ↗