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Overview

Plain’s Slack integration is the most powerful way for B2B support teams to manage customer conversations at scale – without leaving the tools they already use.

It syncs messages from selected Slack channels directly into Plain, so your team can triage, respond, and track requests with full visibility, context, and control. Use structured workflows, link to Linear, Jira, Incident.io and many more integrations, track SLAs, and bring in AI to speed up replies – all from a single place.

Slack Overview.png

Plain makes it easy to support customers via Slack at scale.

Supporting customers in Slack without the right tools can get messy fast. The lack of built-in metrics or SLA tracking means you’re guessing at performance. Without proper triage, tracking, or ownership, messages get lost and customers get ignored. With Plain, you can:

  • Respond to Slack messages without switching tools

  • Link Slack threads to Linear or Jira, start and link Incident.io incidents, and more

  • Track SLAs, apply labels and Tiers to unlock deeper performance insights

  • Use AI to handle repetitive questions, powered by our own docs and knowledge base.

  • Easily collaborate internally without losing context

Getting Started with Slack + Plain

1. Connect your Slack workspace

  1. In Plain, go to Settings → Slack.

  2. Click Connect to Slack.

  3. Follow the prompts to authorize the right Slack workspace.

  4. Grant permission for replies to be sent from your Slack profile – this is how Plain replies show up in Slack.

2. Add Plain to the right Slack channels

  1. Once connected, navigate to Settings -> Slack to set up auto-join rules based on your Slack channels' prefix/suffix.

  2. If you prefer to do this manually, go to the Slack channel and type /invite and select Add apps to this channel, then choose Plain.

  3. You can choose whether a channel is a Customer or Discussion channel or whether it is disabled from Settings.

3. Reply to Slack messages directly from Plain

Messages from connected channels will appear as threads in Plain. Type your response in Plain and it will post back to Slack as if you typed it there.

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