October 2026 Summaries

Modem’s Plain integration, now available to all users, connects Plain’s unified customer support data with Modem’s customer context graph, combining support threads with related information from tools such as Linear and GitHub. After setup, Modem receives near-real-time customer emails, chats, and internal notes, preserves thread metadata including status, priority, labels, and assignees, and organizes related conversations and engineering work into shared topics while removing quoted reply chains and signatures for readability. Users can query the combined context to identify affected customers and track linked issues or pull requests, then use an agent to add internal notes, send customer replies, or update thread properties, with write actions requiring approval by default and limited by the Plain API key’s permissions. Setup requires appropriate Modem and Plain roles, a Plain machine-user API key with specified read, webhook, and optional write permissions, and connection through Modem’s integration settings; an optional backfill can import up to 500 threads created during the previous 30 days.