Plain Review
AI-assisted customer support platform for fast-growing B2B companies.
- From:
- $55/agent/mo
Plain calls itself AI support infrastructure for B2B teams, and the product is built around the places business customers talk to their vendors: shared Slack and Microsoft Teams channels, Discord, email and an in-app chat widget. It is API-first, and its customer-facing AI agent, Ari, is paid for in credits on top of a per-seat price. For a DTC or ecommerce support team it is mostly the wrong shape, and the sections below explain why.
Is it right for your team?
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Points for
Points against
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What it does
- One workspace for Slack, Microsoft Teams, Discord, email, live chat, in-app forms, a help center and a headless portal (pricing)
- Live chat widget goes in with a code snippet, can show business hours and agent status, and pairs with auto-responders keyed to tier, label or business hours (chat docs)
- Ari, the customer-facing AI agent, triages, investigates and answers from your existing knowledge; Sidekick, the internal assistant, drafts replies, summarizes and searches knowledge sources (homepage)
- Workflows auto-assign, label, detect urgency, keep thread summaries current, and call out to Linear, PagerDuty or your own API (homepage)
- Customer cards pull account data from your own systems into the thread, alongside tiers, tenants, account owners and CSAT (pricing)
- Integrations listed: Linear, Shortcut, Jira, GitHub, incident.io, Rootly, Cursor, HubSpot, Attio and Salesforce sync (pricing)
- Developer platform: API, webhooks, events, MCP and custom channels (pricing)
- Importers for Intercom, Freshdesk, Zendesk and Help Scout (pricing)
- Missing: no phone, SMS, WhatsApp, Instagram or Facebook Messenger channel on any page we read, and no Shopify or other commerce-platform integration on the pricing page's integration list
Pricing at a glance
| Plan | Billed monthly | Billed annually | What you get |
|---|---|---|---|
| Foundation | $55 | $45 | Up to 5 member seats. |
| Horizon | – | $99 | Minimum 3, up to 10 member seats. |
| Frontier | Contact sales | – | Custom pricing, seats and credits. |
Prices are an agent a month, in US dollars. Source: plain.com/pricing, checked .
- Per user, per month. Foundation can be billed monthly or annually; Horizon and Frontier are billed annually only
- Foundation $55 per user per month billed monthly, $45 billed annually, up to 5 user seats, 1,000 credits a month
- Horizon $99 per user per month billed annually, minimum 3 seats, maximum 10, 2,500 credits a month
- Frontier: contact sales, billed annually
- Horizon shows no monthly billing option
- Viewer seats are unlimited on every plan
- The seat caps are the tier gate that costs money: a sixth agent takes you from $225 a month (5 x $45, billed annually, or $275 billed monthly) to $594 a month (6 x $99, billed annually). An eleventh agent means Frontier and a sales call
- Horizon floor: 3 seats, so $297 a month billed annually before anyone answers a ticket
- Limits that bite: the plan table's lowest column reads 2 email addresses, 25 Slack channels, 1 knowledge base, 1 customer inbox and 7 days of reporting history. The page text does not label the columns, so confirm these are Foundation's limits in the trial
- SLAs, business hours, escalation paths, Microsoft Teams, CRM integrations and AI suggested responses start at Horizon; SSO and SCIM at Frontier
- 7-day free trial, no credit card; a startup program advertises 50% off
AI pricing
- Credits are the meter. Ari costs 100 credits per resolution on every plan
- Sidekick costs 15 to 300+ credits per task "depending on effort", and both agents are priced from the same monthly credit allowance
- Spent on Ari alone, Foundation's 1,000 credits cover 10 resolutions a month; Horizon's 2,500 cover 25
- Connected Agent, Plain's name for bringing your own AI agent, costs 15 credits per assignment plus 15 per discussion
- Extra credits are sold in top-ups at $10 per 1,000 (up to +10,000 for $100), so one more Ari resolution costs about $1
- Not published in what we could read: what a "resolution" is, whether credits are per seat or per workspace, whether unused credits roll over, and what happens when they run out. The pricing FAQ asks all of these, but the answers did not render in our capture
- What it can't do, as far as Plain's pages show: nothing we read describes Ari refunding, cancelling or editing an order. It can reach your systems only through workflows that call an API you build
Before you commit
- Data sits on AWS in London (
eu-west-2); the security page names no other region (security) - SOC 2 Type II, built to GDPR and the UK Data Protection Act, and a DPA is available (security)
- A workspace with no activity for 6 months and no active subscription is deleted automatically after 14 days' notice, and cannot be recovered (security)
- Uptime SLAs, support SLAs and custom roles appear as rows on the plan table, but which plans include them is not readable from the page text. Ask before signing
- The status page lists component health for the app, APIs, Slack, Teams, email, Sidekick and Ari, but showed no uptime percentage in our capture (status)
- If Foundation is the plan with 7 days of reporting history, as the table's column order suggests, you cannot compare this month with last month without moving to Horizon
- Business hours are listed as a Horizon feature on the pricing page, while the chat docs describe showing business hours without naming a plan. We recorded the conflict rather than picking a side
Who should buy it, and who should skip it
Who should buy
- B2B software companies whose customers already talk to them in shared Slack or Teams channels
- Support teams that file Linear or Jira issues and page engineers from the thread several times a day
- Teams with developers to spare, who will build customer cards, custom channels and workflow actions on the API
- Small teams of up to five agents who can live with Foundation's limits
Who should skip it
- DTC and Shopify stores: no commerce integration on the list, no social DMs or WhatsApp, and an AI allowance that covers 10 resolutions a month on the entry plan
- Phone-first or SMS-heavy support teams
- Teams of six to ten agents watching cost, since leaving Foundation more than doubles the seat price
- Anyone who needs more than ten agents and wants a published price
- Buyers who want to pay month to month on any plan above Foundation
How we checked this
Plans, seat limits, credit allowances and credit costs were read from Plain's pricing page on 2026-10-07; the page text carried the figures, so no screenshot was needed for the annual prices. Foundation's monthly price and the credit top-up prices were confirmed from the pricing page on 2026-10-12. The plan table's limits come through as text without column labels, so per-plan limits follow the column order. The pricing FAQ answers on credits did not render, so rollover and per-seat-versus-workspace allocation are unverified. Product claims come from Plain's homepage, hosting and compliance from its security documentation, chat setup from its help center, and component status from its status page, all checked on 2026-10-07. Plain positions itself for B2B, and this profile is written for customer service and ecommerce buyers judging it on those terms. No review-site text was used.
What’s new in Plain
The latest from Plain’s own changelog, linked to each post.
- Ari is now the Customer Agent
plain.com
- Weekly Drop: October 23, 2026
plain.com
- Weekly Drop: October 9, 2026
plain.com
- Weekly Drop: October 2, 2026
plain.com