Ask about a Plain thread, get the engineering answer.
Modem captures Plain threads, groups them with reports of the same problem from your other sources, and shows your support team which customers are affected and what engineering is doing about it.
How Modem works with Plain
Capture Plain support threads and customer messages, then track them alongside feedback from your other sources.
Threads with their details
Thread emails, chats, internal notes, title, status, priority, labels, assignee, and customer name and email come into Modem as threads change.
One problem, every report
A Plain thread lands in the same topic as the Slack thread and the Zendesk ticket about the same problem, so your team sees how many customers hit it.
Follow-up from Modem
When a teammate asks, Modem can reply, add internal notes, and change status, priority, labels, and assignee, within the permissions of the API key you grant.
One pipeline for everything your customers say
Plain is one of the places Modem listens and acts. Everything lands in one prioritized view at app.modem.dev, grouped by what people are actually asking for and tied to the people and companies who raised it.
How to connect Plain
Connecting takes a few minutes. You need a Modem account and permission to authorize Plain for your team.
- 1
Create a Modem account
Sign up at app.modem.dev/auth/signup. Modem has a free plan, so you can connect your first sources without paying.
- 2
Create a machine user in Plain
Give it an API key with the permissions Modem needs to read threads, plus reply, note, status, label, and assignment permissions if you want the agent to act when asked. The setup docs list the exact scopes.
- 3
Add the key in Modem
In your Modem organization, go to Settings, then Integrations, then Plain, and paste the key. Modem registers its own webhook with Plain.
- 4
Watch topics form
New Plain activity is grouped into topics with your other sources from then on. An admin can optionally import threads from the last 30 days, up to 500.
Common questions about the Plain integration
What does Modem capture from Plain?
Thread emails and chats, internal notes (marked as internal), and the thread title, status, priority, labels, assignee, and customer name and email. An admin can optionally import threads from the last 30 days, up to 500.
Can Modem reply in Plain?
Yes, within the permissions of the machine-user API key you create. The agent can reply, add internal notes, and change status, priority, labels, and assignee when a teammate asks. In Slack and, by default, in the dashboard, each action asks for approval unless you chose to always approve it. Replies appear as the machine user.
Does Modem replace Plain?
No. Plain keeps the threads, assignment, and SLAs. Modem is what your support team uses next to it to check whether a problem has been reported before, see which customers are affected, and find the linked engineering issue.
How do I connect Plain?
Create a machine user and API key in Plain, then add the key in Modem under Settings, then Integrations, then Plain. Modem registers its own webhook. The setup docs at modem.ai/docs/integrations/plain cover the details.