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The Plain integration connects your Plain workspace to Decimal for ticket resolution and chat widget escalation.

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What It Does

  • Syncs threads from Plain into Decimal as support tickets
  • Writes resolutions back as comments on the original Plain thread
  • Enables escalation from chat widgets to create new Plain threads
  • Imports thread context including messages and customer information

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Connecting Plain

  1. Navigate to Integrations: Go to the Integrations page in the sidebar.
  2. Click Plain: Click on the Plain integration row to open the configuration modal.
  3. Provide your API key: Enter your Plain API key.
  4. Connect: Click Connect to save the configuration.

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Finding Your Plain API Key

  1. In Plain, go to Settings > API Keys
  2. Create a new API key with the necessary permissions
  3. Copy the key and paste it into the Decimal configuration

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Webhook Setup

Configure a webhook so Decimal picks up thread updates with lower latency as customers reply.
  1. Copy your signing secret from Plain under Settings → Request Signing. Plain workspace HMAC secret under Request signing
  2. Save the secret in Decimal: open the Plain integration, paste the secret into Webhook signing secret, and click Save webhook secret.
  3. Create a webhook in Plain under Settings → Webhooks with this URL:
    Subscribe it to the Thread events (thread.*) so replies and status changes are delivered. Plain webhook target configured with the Decimal webhook URL

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Chat Widget Escalation

Once connected, Plain can be selected as an escalation target for Chat Widgets. When a customer escalates a conversation, a new Plain thread is created with the full chat history.