Connect Plain to Enterpret

Connect Plain to Enterpret to analyze your support conversations alongside feedback from your other sources. Enterpret imports Plain threads and their message history, together with the available customer, tenant, and company context.

Before you begin

You will need:

Permission to create a Machine User and API key in Plain.
Permission to add integrations in Enterpret.
Your Plain workspace ID. It usually starts with w_.

The integration is read-only. Enterpret does not require permission to reply to customers or modify data in Plain.

1. Create a Machine User in Plain

In Plain, open Settings.
Select Machine Users.
Click Add Machine User.
Give it a recognizable name, such as Enterpret.
Save the Machine User.

2. Create the API key

Open the Machine User you created.
Click Add API Key.
Enable the following read permissions:

Permission	Why Enterpret needs it
`thread:read`	Read support threads and their message timelines.
`customer:read`	Read the customer associated with each thread.
`tenant:read`	Read tenant or workspace context associated with customers and threads.
`company:read`	Read company context associated with customers.
`user:read`	Read the available Plain user or agent details referenced by threads.

No write permissions are required.

Create the key and copy it immediately. Plain does not display the full key again after you leave the page.
Store the key securely. Do not share it in email, chat, screenshots, or support tickets.

3. Find your Plain workspace ID

Your workspace ID usually starts with w_.

If the workspace ID is visible in your Plain workspace settings, copy it from there. If it is not visible, you can retrieve it using Plain's API Explorer with this query:


query {
  myWorkspace {
    id
  }
}

Use the API key you created in the previous step when running the query. You can also ask your Plain workspace administrator or Plain Support for the workspace ID.

4. Add Plain in Enterpret

In Enterpret, go to Settings > Integrations.
Click Add New Integration.
Search for Plain and click Continue.
Select Feedback Integration.
Complete the form:
- Plain API key: Paste the API key created for the Enterpret Machine User.
- Plain workspace ID: Paste your Plain workspace ID.
- Plain API URL: Leave this empty to use Plain's default API URL. Only enter a different URL if Plain has provided one for your workspace.
- Description: Describe the support conversations being imported and what you want to learn from them. For example: Customer conversations with our support team about product usage, questions, and feedback.
Click Integrate.

5. Confirm the connection

After setup, open the Plain integration details page in Enterpret. The integration will begin importing eligible Plain threads on its ingestion schedule.

Confirm that:

The integration does not show Issue detected or Connection expired.
A Last Ingested Record timestamp appears after the first successful import.
The ingestion chart begins showing records when your Plain workspace contains eligible threads.

If your Plain workspace is new or has little support volume, the connection can be healthy even when no records are available yet.

Troubleshooting

Connection expired or missing permission

If Enterpret reports a connection or authentication issue, check that the API key has all five permissions listed above. Plain may return a specific error such as:


Insufficient permissions, missing "company:read".

Add the missing permission to the Machine User or create a replacement API key with the complete permission set. Then edit the Plain integration in Enterpret, enter the updated key, and select Reauthorize.

The API key and workspace do not match

The API key must belong to the same Plain workspace as the workspace ID entered in Enterpret. Check both values if the connection fails during setup.

Invalid or revoked API key

Create a new key for the Enterpret Machine User, update the integration in Enterpret, and select Reauthorize. Never send the key to Enterpret through chat or email.

No records are appearing

Check that:

The connection status is healthy.
The Plain workspace contains support threads.
The API key still has all required permissions.
The workspace ID belongs to the same workspace as the API key.

New data is imported according to the ingestion frequency shown on the integration details page.

Rotate the API key

Plain Machine Users can have multiple API keys, which allows you to rotate a key without changing the Machine User.

Create a new API key with the same five read permissions.
In Enterpret, open the Plain integration and select Edit.
Enter the new key and select Reauthorize.
Confirm that ingestion succeeds.
Revoke the old key in Plain.