ceven

Plain

Syncs customer support threads with your CRM, automates ticket routing based on customer tiers, and drafts responses using external context from your product database.

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Why use Ceven?

  1. AI native Plain integration

    • Describe the outcome and Ceven picks the right Plain calls, fills the parameters, and checks the result.
    • Structured, agent friendly tool schemas so each call runs reliably instead of by guesswork.
    • Rich coverage for reading, writing, and querying your Plain data, across all 22 of its actions.

  2. Managed auth

    • Built in OAuth with automatic token refresh and rotation.
    • One place to manage, scope, and revoke Plain access.
    • Per user and per environment credentials instead of shared keys.

  3. Agent optimized design

    • Actions are tuned from real success and error rates so reliability climbs over time.
    • Full execution logs so you always know what ran in Plain, when, and on whose behalf.
    • The agent pauses and asks when Plain is unclear instead of plowing ahead.

  4. Enterprise grade security

    • Fine grained access so you control which agents and people can reach Plain.
    • Least privilege by default, read scopes first and only the writes a workflow needs.
    • A full audit trail of every Plain action to support review and sign off.

Supported tools

Every action Ceven's agents can run on Plain, and when to use it.

Create customer
Use this after gathering email and full name to provision a new customer in Plain.
Upsert customer
Use when syncing or ensuring a customer record exists before subsequent actions.
Get customer by email
Pull detailed customer information after confirming the email exists.
Get customer by ID
Fetch the complete record of a specific customer using their unique id.
Add customer to group
Use this when you have a customer and target groups ready for membership assignment.
Remove customer from group
Use when you need to revoke customer memberships from specific groups.
Create thread
Use after obtaining a valid customer identifier to start a new conversation.
Send message
Use after identifying the thread and preparing the message content to reply to a customer.
List threads
Retrieve a paginated list of threads with optional status filtering for triage.
Get thread by ID
Fetch details of a specific thread using its unique identifier.
Fetch company
Pull the full profile of a company including name, domain, and contract value.
Update company
Use when modifying a company name or domain to keep records current.
Fetch issues
List all external issue links associated with a customer across their threads.
List tiers
Retrieve a list of available support tiers with pagination cursors.
Create customer group
Use when needing to group customers for segmentation by name and color.
Update thread
Use when renaming a thread title after confirming the thread id.
Delete Customer
Tool to delete a customer from the system. use when you need to remove a customer by their id.
Delete User
Tool to delete a user from the system. use when you need to remove a user by their id after confirming existence.
Fetch Tier
Tool to fetch a tier by its id. use when you have a tier id and need its metadata before proceeding. example: "fetch tier with id tier 123".
Get Customers
Tool to fetch a list of customers. use when retrieving multiple customer records with pagination, filtering, or sorting.
Get User By ID
Tool to fetch user by id. use when you have a valid user id to retrieve detailed user information.
List Customer Groups
Tool to list all customer groups. use when you need to retrieve group metadata with optional pagination or filters.

22 actions · scroll to see them all

Frequently asked questions

Ceven uses a dual lookup strategy to ensure data integrity. The agent first attempts to find a customer using the email address provided in the trigger event via the Get Customer By Email action. If no record is found, the agent can be configured to either create a new customer profile using the Create Customer action or flag the event for manual review. Once the internal Plain customer ID is retrieved, Ceven uses that ID for all subsequent actions like creating threads or updating groups. This prevents the creation of duplicate profiles and ensures that the entire conversation history remains linked to a single unique identity across your support organization.
Yes. While Plain handles the interface, Ceven provides the logic layer for routing. By using the Fetch Company action, the agent can identify the contract value or the assigned account manager for a specific customer. Based on this data, Ceven can then update the thread metadata or add the customer to a specific group that triggers a notification to the correct internal owner. You can define complex rules such as routing all customers in the Enterprise tier to a senior lead while routing trial users to a general support queue, all happening in real time as the thread is created.
Ceven can perform bulk updates by iterating through a list of customers retrieved from your CRM or a database. The agent uses the List Customers action to identify targets and then loops through the Add Customer To Group action for each individual. Because these are sequential API calls, Ceven manages the pacing to avoid hitting rate limits. This is particularly useful for quarterly account reviews where you may need to move hundreds of customers from a legacy support tier to a new service level agreement group based on their updated spending patterns or contract renewals.
Ceven handles missing records through standard error catching. If a workflow attempts to call Get Customer By ID or Send Message on a record that has been deleted, the Plain API returns a not found error. Ceven interprets this as a terminal state for that specific execution path and can be configured to log the failure or notify an administrator. You can build a fallback path where the agent attempts to re create the customer profile if the deletion was accidental, provided the original customer data is still available in your primary system of record like Salesforce or HubSpot.
One specific quirk is that Plain employs strict rate limiting on certain write operations to maintain platform stability. If your workflow attempts to perform massive bulk updates, such as updating thousands of customer groups in a single minute, you may encounter 429 Too Many Requests errors. Ceven handles this by implementing an exponential backoff strategy, meaning the agent will pause and retry the request automatically. However, for extremely large datasets, we recommend scheduling these workflows during off peak hours or using a throttled loop to ensure that your support team's real time interface performance is not impacted by background automation.
Yes. Ceven can bridge the gap between your engineering tools and your support tool. When a support agent flags a thread as a bug, Ceven can use the Fetch Issues action to check if a similar problem already exists. If it does not, the agent can create a ticket in your issue tracker and then use the Plain API to link that external reference back to the thread. This ensures that anyone viewing the thread in Plain can see the real time status of the engineering fix without having to leave the support platform to search in another tool.
Ceven treats companies and customers as distinct but related entities. Customer data focuses on the individual user, such as their email and name. Company data focuses on the organization, including the domain and total contract value. When a workflow triggers, Ceven typically pulls the customer record first, identifies the associated company ID, and then performs a separate Fetch Company call to get the organizational context. This allows the agent to make decisions based on the health of the whole account rather than just the needs of a single user, which is critical for B2B support models.
Ceven can fully automate tier management. By using the List Tiers action, the agent can see all available service levels. When a customer upgrades their plan in your billing system, Ceven can automatically update the customer metadata in Plain and move them into the corresponding tier group. This ensures that the support team always sees the correct priority level next to the customer name. If a tier is renamed or a new one is added in Plain, the agent can be updated to recognize the new tier ID and map it to the corresponding billing plan in your revenue system.

Alternatives to Plain

Other tools that solve a similar problem. Ceven supports these too, so you can switch or run more than one at once.

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