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Themes uses AI to group your recent support threads into topic clusters, so you can see what customers are asking about most without reading through every conversation.

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How it works

Every day at 5am UTC, Plain generates a new batch of themes based on the previous 7 days of conversations. Each theme is a cluster of related threads. Only the 5,000 most recent threads in that window are clustered. You can sort by largest, smallest, most positive, or most negative, depending on what you want to look at first. Clicking into a theme shows all the related threads, the customers and tiers involved, and lets you jump directly to individual conversations.

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Themes are snapshots

The threads in a theme are fixed at generation time and won’t update afterward. If you’re looking at an older theme, the most recent ones will give you a more current picture of what’s coming in.

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How to turn themes on

  1. Enable Plain AI in your workspace settings.
  2. Themes will start appearing in Insights > Themes on the next working day.
  3. Browse, sort, and click into any theme to see the related threads.
Themes are available on all plans once Plain AI is enabled.