Productlane can tag, prioritize, route, and file every new thread before anyone on your team opens it. Several features work together to do this. This article shows how they fit.
A routine runs on every new thread. It tags the thread and sets its importance, and your own plain-language instructions can have it assign a teammate, post a note, file a Linear issue, or close the thread. Routines are the core of automated triage.
Workspace guidance, under Settings > AI > Productlane Agent, gives the Agent your tone, policy, and product context. It decides when the Agent acts and when it hands a thread to your team. See Productlane Agent.
Custom prompt, on AI Drafts and the AI Assistant, shapes how replies and research read once a person picks up the thread. It overrides Productlane's defaults where the two conflict.
Triage and drafts draw on your help center, roadmap, and changelog. Connecting GitHub adds agent-only articles describing your product's screens. Connecting PostgreSQL lets whitelisted, read-only SQL inform decisions. When none of these answers a question, the Agent says so.
Connectors, under Settings > Connectors, bring data from your own endpoint, like a customer's plan or usage, into the thread sidebar and to the AI.
MCP connects an AI client such as Claude or Cursor to your workspace, so it can read threads, file issues, and act within the scopes you grant.
The AI Assistant acts on connected tools such as Stripe or your database, after you approve each action.
Create Linear issues from agent chats, under Productlane Agent settings, files a Linear issue when the Agent judges a conversation to be a bug or a feature request. See Automatic issue creation.
New issues start in your default Linear team's Triage state, or Unstarted or Todo when the team has no Triage.
Auto-assign to Linear owner, under Settings > Assignments, routes a thread to the customer's owner in Linear when that owner is a member of your workspace. See Auto-Assignments.
Auto-assign Productlane Agent to bugs sends a classified bug to Cursor to open a fix. See Cursor.
When the Agent cannot resolve a thread, or the customer asks for a person, it hands the thread to your team. The thread stays open, the timeline records the handoff, and your team can get a Slack or email alert. See "What a handoff does" in Productlane Agent.
Turn on a routine and add instructions for routing, notes, and issue filing.
Add workspace guidance that covers your product, your priority rules, and any edge cases.
Connect Linear, set a default team, and turn on Create Linear issues from agent chats.
Turn on Auto-assign to Linear owner (Scale plan) so threads reach the account owner.
Connect PostgreSQL, GitHub, or a Connector to ground decisions in live account data.
Connect Cursor and turn on Auto-assign Productlane Agent to bugs so small bugs get a fix without anyone assigning them.
Each piece works on its own, so start with a routine and add the rest as you need it.
