Modem 新增 Plain 集成：把客户支持对话接入 Modem 主题

The Plain integration is now available for all Modem users. Connect it from Settings → Integrations → Plain.

Plain brings Slack, Discord, email, and chat into one support inbox. We've added an integration that connects those conversations to Modem topics, alongside related Linear issues and GitHub PRs.

A customer reports that your webhooks can't get through their firewall. Support answers and marks the thread done, but the engineering work is still open. When the fix ships, you need to find everyone who reported the problem, including customers whose support threads are already closed. You can ask Modem to find those threads, check the linked work, and help you follow up in Plain.

Plain threads become product context

Modem subscribes to realtime updates from Plain, so customer emails, chat messages, and internal notes typically show up within a few minutes, with each thread's status, priority, labels, and assignee. Modem groups related threads with the Slack messages, Linear issues, and GitHub PRs about the same thing, and links them to the people and companies involved.

Here's a topic built from two Plain threads about webhook deliveries being dropped by customer firewalls, plus the Linear ticket support filed for both.

A Modem topic titled 'Publish static egress IPs for webhook deliveries' showing a Plain support thread, a Linear ticket, and the people and sources involved — Two Plain threads, a Linear ticket, and the people behind the request, in one topic

Quoted reply chains and signatures are stripped, so a topic reads like a conversation.

Ask about support, get the engineering answer

Which Plain customers reported blocked webhook deliveries, and what's the status of the linked Linear issues or GitHub PRs?

In the example above, the topic is In progress and Linear issue ENG-2210 is Open. Support can see that engineering is tracking the request, but it isn't ready to announce a fix.

Once you've confirmed the fix is available, ask the agent to update the related threads, including ones support already marked done:

Add an internal note to those Plain threads linking the pull request that fixed the blocked webhook deliveries.

You can then ask it to send the customer-facing follow-up:

Reply to those Plain threads to let the customers know the fix is available.

The agent can also change a thread's status, priority, labels, or assignee. By default, writes ask for your approval before they run. The Plain API key's permissions decide which actions the agent can take; leave the agent's write permissions off to keep it read-only.

Setup

You'll need an owner or admin role in Modem and the ability to create machine users in Plain.

In Plain, go to Settings → Machine users / API keys and create a key with read access to threads, messages, and customers, plus user:read, webhookTarget:create, webhookTarget:delete, and workspaceHmac:read. To use the examples above, also grant note:create for internal notes and thread:reply for customer replies. See the full permissions table.
In Modem, go to Settings → Integrations → Plain, paste the key, and click Connect Plain.

Modem validates the key, registers its webhook, and starts capturing new activity. The optional backfill on the same page imports up to 500 threads created in the last 30 days.

Plain integration setup in Modem, showing the required permissions, an empty API key field, and the Connect Plain button — Create a machine-user API key in Plain, then paste it into Modem's integration settings

Connect Plain from Settings → Integrations → Plain. See the integration docs for permissions and troubleshooting.