Streamline your workflows with powerful automation features. Use triggers, conditions, and customizable actions to manage tasks like status updates, assignee changes, custom notifications, and more. Easy to setup from the workflows tab under Configuration.
Forms API
You can create, update, delete, and search forms programmatically. Build and manage forms directly within your own UI.
Analytics to filtered list view
Easily navigate from analytics to a filtered list view by clicking on custom field values, assignees, or accounts. Streamline insights and action with a single click.
Snooze requests to hide them from your view and pause inbox notifications. They’ll pop back once the timer ends or if there’s a customer reply/escalation.
Subscribed to quick filter
View all requests you're subscribed to directly from the quick filter bar.
Quick access to Account settings
Clicking an account row now opens Account settings instantly, no checkbox required.
Hyperlinks for Linear issues
Hyperlinks for Linear issues are now live on Slack and Kanban. These links are crafted to prevent Slack or Linear (when the Linear Slack app is installed) from unfurling with each notification.
Your customers can now create requests from their designated portal and keep the conversation going without having to switch between platforms.
Account view
You can now view a dedicated page for each account, showing their requests, trends, and key account metadata all in one place. Stay tuned—there’s a lot more coming soon!
Drafts
You can now view drafts of your replies (internal and external threads) and drafts of manual requests. Keep track of anything you’ve started but haven’t finished yet.
Bulk actions
You can now perform bulk actions in your inbox. Mark all notifications as read, delete all notifications, or delete only the read ones—saving you time managing your inbox.
You can now mark important requests as favorites. Use the quick filter to find them faster when you need them.
Note: For even faster action, use the shortcut Shift + F.
Other updates:
Improved search 🔍
Quickly search through requests across your workspace. Just hit ”/” and find what you need in an instant.
Assign requests to yourself instantly ⚡
Quickly assign requests to yourself from the request drawer. Press “I” and watch the magic happen.
Share saved views 👓
Effortlessly share saved views by clicking “Share” in the Saved Views row. Copy the link and share it—anyone can click to view it.
The Accounts & Contacts section provides a comprehensive view of customer relationships with customizable columns and smooth CRM integration. Admins can update account logos, domains, and CRM mapping directly within the Accounts section and easily filter using Thena or CRM data. Try it here.
Introducing the new Linear integration
Easily create Linear issues from Thena with status, assignee, labels, projects, and teams—all without switching apps. Receive real-time Linear updates in Thena’s internal threads, with Thena requests linked directly to Linear issues for seamless tracking. Unify your support and product workflows like never before. Upgrade now.
Create manual requests
Manually create customer requests directly from the Thena dashboard. Customers get email notifications, sparking two-way conversations via email and Thena. Keep it private (no email, no chat) or public (full convo flow). Hit ‘C’ for a smooth ride. Not for internal helpdesk use.
Response drafts
No need to worry about leaving the request drawer mid-typing. Return within the same session, and your draft will still be there—whether it’s an internal or external thread.
Collision detection
Now you can see who’s viewing the same request at the same time. Stay synced, avoid overlaps, and collaborate seamlessly.
New request notifications
Get real-time toast notifications for new requests, no matter which page you’re on in your dashboard.
Broadcasts now support more formats
Want to send broadcasts with bullet points, numbered lists, block quotes, or code blocks? Now you can.
Edit & delete Slack messages
No more switching between Slack and Thena. You can now edit and delete your Slack messages directly from Thena.
React with emojis from Thena
You can now view and react to Slack emojis directly in Thena—no switching required. Plus, we support custom emojis, so you’ll never miss a beat in the Slack game. Just re-install the app from Settings to sync your custom emojis with Slack.
To kickstart the month of August, we have a few quick improvements to help you be more efficient with your day-to-day in our Thena web app.
Shortcuts
⌨️ We're all used to tools like Superhuman that made speedy keyboard shortcuts standard for UI navigation. Now, say hello to some early shortcuts from Thena, giving you back a few precious minutes in your already busy day
Note: all keyboard shortcuts are from the drawer.
Keyboard Shortcut
Action
A
Change request assignment
S
Change request status
J
Move to the next request
K
Go back to the previous request
D
Discard a request
E
Close a request
⌘ + Shift + E
Close and move to the next request
⌘ + E
Close and go back to the previous request
Shift + I
Move to internal threads
Esc
Close the drawer view
/ (in reply editor only)
Select or create a snippet
New Drawer 2.0
📈 We've boosted performance, so it runs smoother and faster, perfect for power users. Plus, it now takes advantage of the additional real estate, making it much easier to scan threads, see entire emails without them getting cut off, and resize layouts however you like.
Additional Improvements
Improved banners on requests for: closed requests, escalated requests, discarded requests, and requests with CSAT feedback
Improved error handling for when messages fail to send from Thena to Slack
Moved merge, discard, and close buttons to the top (away from the side drawer)
This week we've added improvements to HubSpot and Salesforce, a way to user-auth in our web app to white label replies back to Slack, and a new makeover for our Broadcasting functionality.
AI summaries for HubSpot and Salesforce
Utilize AI-generated summaries to regularly update your CRM and any connected systems with the following detailed information from Slack conversations:
Comprehensive Summaries
Participant Information
Sentiment Analysis
Actionable Next Steps
Pick between updating your company/account or deals/opportunity objects and the frequency, daily/weekly/monthly. Click here to configure your AI summaries 🔥.
AI summaries can now be toggled on for HubSpot or Salesforce
White labeled replies from Thena
Authenticate with your Slack user profile and enable all replies from our Thena web app to be sent using your profile in Slack.
Please note, this may require Slack admin approval. Click here to authenticate via Slack. Make sure to change your advanced reply preference as well. We recommend "Auto-add me before replying".
New Broadcaster
We now have a new, and completely redesigned, Broadcaster available for you to try out! Oh btw, we now also support sending your Slack Broadcasts to Microsoft Teams enabled channels 🎉.
Supported formatting:
Headers
Markdown
Images
Videos (YouTube only)
Dividers
Buttons
Note: Use hyperlinks to share a Loom video
Thena's new no-code editor
General updates
Changes to your setup page
We've moved Microsoft Teams, Web Chat, and Email setup & configuration under our setup tab here.
Chat with us
Our native chat widget has been re-added to our Thena web app. Use the Chat with us option in the bottom left corner, above your user profile.
Our platform now includes expanded surface areas for customer engagement, advanced flows for precise CRM data mapping to customer conversations, and brand-new APIs for programmatic management of your Thena rollout to end-users.
Customer portal
Admins can now provision a customer support portal for an Account to enable your customers to easily see active communication streams via Slack, email, and Thena's chat widget.
Portal benefits
Customers can...
👀Track and view ongoing issues/questions that originate from Slack, email, or web chat.
⚡Share updates from portal, back to Slack, by replying from portal.
🎫 File new tickets from the portal (coming soon!).
CRM data mapping
CRM ingestion
Seamlessly integrate your Slack conversation data with CRM data from Salesforce or HubSpot. Thena now supports custom objects from Salesforce’s Account record and HubSpot’s Company record. This integration is available for requests originating from Slack, email, and web chat.
Once connected, you can pick the custom fields to map from your CRM to Thena. Once you select a field, use the display options in your Requests kanban to show on either the card or the drawer.
How can this be used
🖥️ Display important information (renewal dates, contract values, health scores) in Thena on either the Kanban card or drawer.
🔀 Create dynamic filtered views based on data criteria from the CRM.
👥 Created dynamic audiences in Broadcasts to your customers based on available filters from Salesforce or HubSpot.
CRM export
In addition to ingesting CRM data, we now update your CRM with relevant information directly within the Company, Deal, Account, or Opportunity objects.
Subscribe to AI summaries to ensure all important Slack conversations are accurately mapped back to your customers in the CRM. Pick between daily, weekly, or monthly.
Settings updates
We've released a brand new settings management UI for you to add and manage accounts, including bulk updates, and CRM-driven updates (e.g. if region = AMER, then triage = customer-amer-triage).
We're excited to introduce Thena's new web app, boasting a sleek and modern look and feel. This update not only offers a visually enhanced interface but also provides a faster and more efficient user experience. Additionally, it comes packed with numerous new features and enhancements, making your interactions with Thena smoother and more powerful than ever before.
Custom statuses
Create custom statuses by going to Requests --> Statuses (top-right corner)
All custom statuses must be created under an existing parent status. The default parent statuses are Open, In progress, On hold, and Closed.
If a parent status has multiple sub-statuses, you must choose a default sub-status for it. If there is only one custom sub-status under a parent, it will automatically be treated as the default.
Filter improvements
"Not set" filter option for custom fields
All custom fields now have a default "Not set" filter option. This enables you quickly update requests that are missing important labels for more rigid analytics reporting.
Quick filters
Use quick filters from Thena to: find all requests assigned to you, look for requests that have breached an SLA, requests that have been escalated (p0), or where the last reply is from a customer.
Match all or match any
When using 2+ filters, you now have the option to match all or match any.
Match all = AND | Match any = OR
Multiple options within the same filter category are treated as ORs.
Requestor filter
Search for requests by requestor name (e.g. "Elon Musk")
Kanban & drawer improvements
New customer reply notification
Kanban cards now have a messaging bubble with a red indicator to notify you when the last reply on thread is from a customer.
Cards with the last reply indicator may require more immediate attention and/or contain next steps for the vendor.
New order by options:
Sort & prioritize your requests by:
Last reply
Last customer reply
First response SLA
Closure SLA
CreatedAT date
Slack profile card
New on-hover effect in drawer to pull up more customer information such as name & timezone.
Start a DM in Slack. DMs will open up your Slack app.
Start a Slack huddle with customers. Slack huddles will open up your Slack app.
Quick status picker
Change status on an existing request by clicking to the left of the request id
Type/search for any existing custom status
Open in Slack shortcut
Move seamlessly between the Thena web app, and Slack
Card/drawer display options
Pick and choose which fields are shown on Thena request cards and the Thena request drawer
Options to pick from Thena metadata or a connected CRM integration.
Show closed requests from past week, past month, or all time.
Other enhancements
HTML formatting in reply from Kanban
Replies from the Thena Kanban now use HTML as opposed to Slack's context block kit. This retains formatting and gets rid of unwanted text wrapping or truncating in Slack
