From afa91cf4824291873a6b1622cf89ca53c7ae2552 Mon Sep 17 00:00:00 2001 From: Preslav Mihaylov Date: Mon, 23 Sep 2024 14:50:29 +0300 Subject: [PATCH] workflow rules docs + pricing note changes on existing features (#98) * workflow rules docs + pricing note changes on existing features * add pricing notice to other pages as well * lint * Update workflow-rules.mdx Co-authored-by: Mathias Vagni * Update workflow-rules.mdx Co-authored-by: Mathias Vagni * add image * Update workflow-rules.mdx * lint --------- Co-authored-by: Mathias Vagni --- headless-support-portal.mdx | 14 +++++++---- microsoft-teams.mdx | 15 +++++++----- mint.json | 18 +++++++++++--- public/images/workflow-rules.png | Bin 0 -> 74420 bytes thread-discussions.mdx | 8 +++++++ tiers.mdx | 8 +++++++ workflow-rules.mdx | 40 +++++++++++++++++++++++++++++++ 7 files changed, 90 insertions(+), 13 deletions(-) create mode 100644 public/images/workflow-rules.png create mode 100644 workflow-rules.mdx diff --git a/headless-support-portal.mdx b/headless-support-portal.mdx index 4a59be9..3535782 100644 --- a/headless-support-portal.mdx +++ b/headless-support-portal.mdx @@ -4,12 +4,18 @@ description: 'Give your customers visibility over their support requests.' sidebarTitle: 'Headless portal' --- - -Headless Portal support is only available in our [Grow and Scale tiers](https://plain.com/pricing). If you are interested in using this feature please reach out to use on sales@plain.com. + +Headless Portal is available on the [Grow pricing plan](https://www.plain.com/pricing) and above. -When building a headless support portal, you will have access to our engineering team, who can advise and help you. These docs are primarily intended to give you a high-level overview of how the process works. They do not aim to be exhaustive or self-serve. +If you are interested in trying this feature, please reach out to us at sales@plain.com or via our shared Slack channel. - + + + + When building a headless support portal, you will have access to our engineering team, who can + advise and help you. These docs are primarily intended to give you a high-level overview of how + the process works. They do not aim to be exhaustive or self-serve. + Customer support portals allow your customers to view, create, and reply to support requests directly from your product. diff --git a/microsoft-teams.mdx b/microsoft-teams.mdx index 597b701..07fb8b4 100644 --- a/microsoft-teams.mdx +++ b/microsoft-teams.mdx @@ -5,12 +5,15 @@ sidebarTitle: 'Overview' **Never miss another message from a customer in Microsoft Teams** - - Microsoft Teams support is only available in our [Scale tier](https://www.plain.com/pricing). If - you'd like to use our Teams integration to consolidate your support stack – [you can book a demo - now](https://38j36lhg2hq.typeform.com/to/zRvsFJPO?typeform-source=www.plain.com). We'd love to - show you around. - + +Microsoft Teams is available on the [Scale pricing plan](https://www.plain.com/pricing). + +If you are interested in trying this feature, please reach out to us at sales@plain.com or via our shared Slack channel. + + + + Microsoft Teams support is something we recently shipped. As you'd be among our early adopters, we'd love for you to [book a demo with us](https://38j36lhg2hq.typeform.com/to/zRvsFJPO?typeform-source=www.plain.com) so we can show you around. + Our Microsoft Teams integration lets you sync messages from selected Teams channels to Plain and respond directly to customers from the platform. diff --git a/mint.json b/mint.json index 834e8f1..2e7376c 100644 --- a/mint.json +++ b/mint.json @@ -64,7 +64,11 @@ "navigation": [ { "group": "Plain 101", - "pages": ["quickstart", "data-model", "security"] + "pages": [ + "quickstart", + "data-model", + "security" + ] }, { "group": "Channels", @@ -80,11 +84,18 @@ }, { "group": "Slack", - "pages": ["slack", "slack/ingestion-modes", "slack/data-retention"] + "pages": [ + "slack", + "slack/ingestion-modes", + "slack/data-retention" + ] }, { "group": "Microsoft Teams", - "pages": ["microsoft-teams", "microsoft-teams/installation"] + "pages": [ + "microsoft-teams", + "microsoft-teams/installation" + ] }, "contact-forms", "headless-support-portal" @@ -104,6 +115,7 @@ "snippets", "shortcuts", "auto-responses", + "workflow-rules", "plain-ai", "broadcasts", "roles-in-plain" diff --git a/public/images/workflow-rules.png b/public/images/workflow-rules.png new file mode 100644 index 0000000000000000000000000000000000000000..0e2f8887c47712aa92bf5ac1208dcc44dc99cc5b GIT binary patch literal 74420 zcmeGE`9IX(`v;CsJ9^x2rP^;AcLk>M%> z2n1r(e59ri0?}K8K&RX2&H}%Y(;++o{-J;I$iy22V!J{6Iiacl_Zsla6W;n7s-V(7 zu0`O(X@~pT_d%eF`16N0XFw z8#Bno%iqphzz$xXeu3t>&yr(N)OdLueulXmYkP&k4Xnm6?)&kisd-Hb-RKsfkSMRq9>)X$Qd93s-RAKpkHLg_chOWZA zj;1!ry<-i2)Gw!jNglU*{qq95mphic<;Tds?4Cm~u%4J*xpZsX=W z-B8zaG)>69WqR>s>ut6Xl_kZ)ubso;B~oCNs$nLa!Fg-xrv?wAQ6$XrNm6?H|I{Xx zAHc3vkZMb~3#HZ#f2Ww9N#zi-K)%bmGj7Daqrdn+DD0R@TZEUev#KWNRR(ppzzq-i z$-<~|W5dC5BbHXvrh~21jZ0Ykk!;4^ynTLh9pmu;FZ%#^Yn^1KXK=#B-(PpC9+E%|6%I8H01oe-mynUT>NQ3P)o^)hT;%bG^6uKz~1{MqsReg z&w=T-|4rw|-vFGxmH~YZb!iSUJB5wN?Oc*Zg6&fV$>q9?->| 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+ +Thread Discussions are available on the [Grow pricing plan](https://www.plain.com/pricing) and above. + +If you are interested in trying this feature, please reach out to us at sales@plain.com or via our shared Slack channel. + + + Thread discussions allow you to lead conversations with your team about support requests in Slack. To start a discussion you can either do it from within the thread in Plain or simply copy & paste the thread link to that channel. diff --git a/tiers.mdx b/tiers.mdx index 499dba4..add91bd 100644 --- a/tiers.mdx +++ b/tiers.mdx @@ -4,6 +4,14 @@ title: 'Tiers & SLAs' ![Tiers and SLAs within Plain](/public/images/tiers-introduction.png) +
+ +Tiers & SLAs are available on the [Grow pricing plan](https://www.plain.com/pricing) and above. + +If you are interested in trying this feature, please reach out to us at sales@plain.com or via our shared Slack channel. + + + Within Plain you can organize companies and tenants to match your pricing tiers (e.g. Enterprise, Pro, Free, etc.). To manage your tiers go to **Settings** → **Tiers**. diff --git a/workflow-rules.mdx b/workflow-rules.mdx new file mode 100644 index 0000000..b4f8dda --- /dev/null +++ b/workflow-rules.mdx @@ -0,0 +1,40 @@ +--- +title: 'Workflow Rules' +--- + +![Workflow Rules](/public/images/workflow-rules.png) + +
+ +Workflow Rules are available on the [Grow pricing plan](https://www.plain.com/pricing) and above. + +If you are interested in trying this feature, please reach out to us at sales@plain.com or via our shared Slack channel. + + + +You can use workflow rules to help you automate your team's processes. + +Some common use-cases include: + +- Assign someone to handle all support requests from a given company or tier (e.g. Enterprise) +- Set a threads' priority if it includes certain key phrases +- Assign threads based on the used support email (e.g. Give all security@ emails to Jane) + +To manage your workflow rules go to **Settings** → **Workflow Rules**. + +When building a new rule, you can choose among a set of **conditions** which result in one or more **actions**. + +There are a couple of conditions you can choose from, based on the thread's attributes: + +- a given label is applied +- is from a given company +- is from a given slack channel +- has a specific tier (ie Enterprise) +- is for a specific support address (ie sales@yourcompany.com) +- contains a certain keyword (ie vulnerability) + +When the chosen condition matches a thread, you can perform any of the following actions: + +- assign someone to the thread +- set the thread priority +- apply a given label