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.

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 🔥.

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

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

Microsoft Teams connector: Our MS Teams bridge allows you to assist Teams-using customers, without having to leave Slack. Learn more here.

Escalation management: Our Slack escalation structure makes it easy to manage escalated requests. This user guide will walk you through the setup and usage, including configuration and usage flow.

Resolution closure SLA: Alert a designated Slack channel whenever there's a delay in closing a request. Thena accommodates SLAs spanning from 15 minutes to 30 days. Learn more here.

Customize working hours: Configure working hours uniformly across all days or customize them for each individual day, ensuring improved alerts, analytics, and auto-responses. Learn more here.

Jira external links integration: Seamlessly connect Thena requests with Jira tickets to enhance workflow management. You can attach existing Jira tickets or create new ones directly from the Request Drawer, streamlining your workflow and improving productivity. Learn more here.

Introducing list view (Beta) 📑

Easily toggle between List View and Board View, providing you with the flexibility to choose the display that suits your workflow. Activate "AI Title" to organize the list based on the titles provided by Thena's AI for each request, streamlining your view for efficient navigation.

Inspect request details (Beta)🕵️

Dive deeper into any message z in Slack by clicking on it to view key details. Understand when it was (or was not) converted into a request by Thena (and why), check its status, and explore the complete history of activity around the request. Gain a comprehensive, audit log-like overview, boosting your confidence with a full picture of past interactions. Learn more

Override AI urgency & sentiment 🔄

Take control of urgency and sentiment settings! Previously determined by AI, now you have the ability to manually override them. For instance, change a positive sentiment to negative if needed, providing you with the customization and flexibility to align with your insights.

Reduced OpenAI Dependency 🌐

We've enhanced our resilience! Thena is now less dependent on OpenAI, minimizing any impact during instances when OpenAI is down. With added fallbacks through AWS Azure, we've diversified our dependencies, ensuring a more stable and reliable experience for you.

Support for merge Requests in kanban 🤝

Merge related cards within Kanban that pertain to the same request. This addition streamlines your workflow by consolidating information and reducing clutter, making it even easier to manage your tasks. Learn more

Other fixes/improvements:

Platform: Web chat

• Anonymous users in Web-to-Slack can only see their own chats.
• Enhanced the W2S Widget.
• Show W2S messages in Kanban with a distinct icon.
• Anonymous user messages no longer create new channels.
• Added support for Auto Assign.

Product: Request Management

• Mark requests as NOT a request if the original message is deleted.
• Modified the Status dropdown Behavior.
• MERGED now visible label in Kanban.
• Enable web support replies for auto-assignment and support for SLA breach.
• Corrected Request Statuses graph to show accurate values for Request Opened.
• Fixed issue where replies weren't updated when requests were created via threaded messages.
• Resolved missing 'Looking into it' button in App Home due to Ticketing integration.
• Fixed negative Response Time display.
• Added requests parameter in graph tooltips for Tag Performance.

Product: Marketing Automation

• Introduced a template for holiday marketing campaigns.
• Implemented the ability to delete a marketing campaign.

Product: Ticketing Connectors

• Added the ability to create an Invisible Ticket.
• Send updates to Freshdesk when a Slack message is edited by a user.
• Improved formatting for Zendesk to Slack integration.
• Fixed customer inability to create a ticket in Zendesk.
• Ensured full synchronization of comments from Zendesk to Slack.

Product: Internal Helpdesk

Resolved the issue where the main message deletion didn't cancel the request.

💡Improvement: Faster and more efficient Kanban

Virtualization and Index DB: We've supercharged Kanban with virtualization and index DB capabilities, significantly increasing the speed of interactions. 🚀

Message preview: Hover over a card in Kanban, and you can quickly view the customer's message without opening the request drawer. It's a game-changer for those who want to get a sneak peek at the conversation. 👁️

✅ New: Tag performance - true clarity on customer support

Analyze customer requests and metrics by tags. For instance, if you've set up custom fields based on your products, Thena will automatically sort and tag customer requests according to different products. This feature provides you with valuable insights into how requests related to specific products are performing. 🏷️

✅ New: Auto response to requests - effortless customer interaction

Enable pre-configured messages to be sent to customers when Thena detects a message as a request. For instance, you can set up a message like, "Thank you for reaching out, the team will start looking into it," and enable it to appear in the customer request thread as if you sent it. 📨

💡New: Select strategy for request detection - tailored visibility

Fine-tune the aggressiveness of request detection:

• Conservative strategy: Choose this if you want to stay focused on the most urgent and actionable requests from your customers 🧐
• Aggressive strategy: Opt for this if you prefer for AI to pick up higher volume of messages as requests in order to address customers proactively 🚀

💡New: Auto-populate custom field with AI | Tailor your tags

We understand the importance of personalized tagging to streamline your workflow. With this new feature, you can create custom tags tailored to your business needs. But here's the magic: our AI system will learn and automatically sort incoming requests based on these customized tags. Say goodbye to manual sorting and hello to unparalleled efficiency!

✅ New: New additions in analytics | Enhanced insights**

We're constantly working to provide you with better insights into your operations. Our latest analytics update includes exciting features like:

Viewing request performance during working hours vs. overall performance.
Quick daily, weekly, and monthly filters to help you analyze data with greater flexibility and precision.

These additions to our analytics suite will empower you to make data-driven decisions and optimize your processes more effectively.

🔍 New: Edit audiences when broadcasting in Slack | Complete control

For those of you who regularly use our broadcasting feature in Slack, we've got an amazing enhancement for you. Now, you can edit your audience segments with ease. Add, remove, or change segments as you see fit. This level of control allows you to tailor your messages precisely to your intended recipients, ensuring your communications are more effective than ever.

💡 New: Auto-send requests to any connector | Seamless integration

Are you tired of the manual task of sending requests to connectors like Zendesk or Freshdesk? Well, we have great news! With Thena, you can now set up automatic request forwarding to the connector of your choice. No more tedious, time-consuming tasks. Simply enable this feature and watch your productivity soar. Plus, you can even send all your Slack messages in a channel to any connector. And if you want to be more selective, just mark a message with a ticket emoji, and it'll be sent automatically..

💡New: Request Analytics [Beta]

Unlock the power of data with Request Analytics, offering insights into first response time, Request Age, CSAT, and Request Trends across customers. Dive into Capacity Planning like never before and utilize Tag Analytics to spot trends across requests over time. With a comprehensive view of sentiment, engagement, resolution, and response times, empower your teams and executives to make informed decisions, driving strategic growth.

💡 New: Salesforce CRM Integration [Beta]

Now, you can effortlessly send requests from Slack to Salesforce, bridging the gap between your communication and customer relationship management. With access to over 60 fields, including Request, Contact, CSAT, Links, and AI Summaries, you can pull in essential information to enrich your interactions. Whether it's via CRM or Webhook, experience the convenience of connecting Thena and Slack data to external tools like Salesforce or HubSpot, ensuring a unified customer view across platforms.

🔍 New: Customer Support Metrics Dashboard

Experience in-depth customer support metrics, including an Internal Helpdesk that allows employees to submit ticket requests without leaving Slack. Get a bird's-eye view of all support channels in a cohesive timeline with the new Kanban feature. Empower your leadership with data-driven insights through comprehensive analytics, making resource and capacity planning a breeze.

✅ New: CSAT for Requests

Capture valuable insights from satisfied customers with Post-Resolution Feedback. After resolving a request, seamlessly collect feedback from the end user. You can choose to request ephemeral ratings of the service, collected only from the individual who received assistance, or request generic feedback, open to anyone willing to provide input. Enhance your understanding of customer satisfaction and improve your support processes.

✅ New: External Links

Effortlessly populate information from connected URLs associated with requests from systems like Figma, Shortcut, Jira, and Notion. With custom workflows and updates on status, assigned tasks, and notifications, this feature takes your workflow management to the next level, ensuring you're always in the loop.

💡New Product: Web to Slack

Thena now enables you to seamlessly connect your web app to Slack, empowering automatic request detection and triage. Set up Thena's messenger by embedding our provided HTML code into your web app. Once activated, your customers will be able to reach you on Slack via the web app — while you continue to assign, manage and respond to customer queries directly from Slack. Responses will be instantly visible to customers within the web app, as you effortlessly handle all communication without juggling multiple platforms. After resolving a request, agents will receive an AI-generated summary of the interaction.

💡New Product: Email to Slack

With Thena's latest update, email is no longer siloed from Slack. Your teams can now stay within Slack to respond to customer emails, all while enjoying Thena's broader capabilities of request detection, triage and workflows — using AI, CRM and ticketing integrations, analytics and more. Assign, respond to and manage requests seamlessly from within Slack and Kanban boards. No more switching between systems; team responses are instantly relayed via email, ensuring smooth communication with customers.

🔍 New Feature: Thena Search

Your ultimate personal assistant for enhanced search capabilities across Thena! Using AI, Thena Search revolutionizes how you navigate and find information across your customer and internal communications. Say goodbye to manual searches, as you easily sift through customer messages, internal communications, IDs, links, AI-generated titles and summaries, tags, assignees, and more. Searching on Kanban has never been more efficient; type in your desired keywords, and Thena Search will do the rest — promptly populating a comprehensive list of all relevant information tied to your search term. Save valuable time and effort as you seamlessly find what you need, precisely when you need it.

✅ New Functionality: API Endpoint Updates

A developer friendly endpoint has been created for you to leverage Thena data to build your analytics and workflows from the system of your choice

✅ New Functionality: Merge Requests

Customers often raise issues that are related. Now, you can group multiple requests into one parent request, and keep track of unique underlying context.

✅ New Functionality: Mandatory Tags

Tags have historically enabled users to keep track of common asks, dependencies and more — but tags have been optional. Now, you can mark a tag as mandatory to ensure that it is filled before you close a request.

✅ New Functionality: Download Full Request Details

Every single data point associated with a request is now downloadable, along with relevant aggregated analytics.

✅ New Functionality: Support for URL Links

Often, a request is associated with a relevant web link (for example, an engineering ticket, help documentation etc). You can now tag the web link in the request itself.