Slack App Home Step 1 Head to your Thena App Home in Slack Step 2 Click on Settings
Slack Shortcut Step 1 Type /Thena global config in any channel or Slack DM
Available Configurations
Request Management
Configuration
Default
Description
Enable Internal Triage Channel
False
Enable sending detected requests to internal triage channel
Default Request Triage Channel
NA
Requests from customer channels will be redirected to this channel
Auto assign
True
Assign the request to the first responder.
Use Emojis
True
Adding will assign the request to the user and will close the request.
Advanced Request Configurations
Configuration
Default
Description
Conversation Grouping Window (mins)
2
Messages on channel after a detected request within this window are grouped together
Auto Close Requests (days)
30
Assigned Open requests will be auto closed after this duration
Close Nudge Duration (days)
15
Send a nudge to the assigned user to close the request
Send Auto assign Ephemeral
False
Send an ephemeral to the user when a request is auto assigned
Send DM to assigned user
True
Send a message to the assigned user when a request is assigned to them. Not applicable for auto assignment
Customer thread update
False
The customer gets updated on when someone is working on the request
Use Customer Logo
True
Use the customer logo for request notifications
Use Customer Name
True
Use the customer name for request notifications
Send Ephemeral to CSM on Request Detection
False
Send an ephemeral to the CSM with options to convert the request into external ticket or assign to someone
Auto Assign detected requests to CSM
False
Auto Assign requests when a CSM is configured for a channel
Show preview from messages in private channels
False
Enable this if you wish to get the AI generated Request Title and Summary on your internal request notification/ triage channel for private channels as well.
Host Email Domain
NA
To enable request detection on internal channels with customers as guests, add your email domain so that Thena can differentiate requests from customers
Allow Request Detection
True
This allows Thena to automatically detect messages as request. Disabling this will lead to Thena not detecting incoming messages as requests
SLAs, Working Hrs & OOO
Configuration
Default
Description
Enable SLA (Service-Level Agreement)
False
Enable sending SLA breached to internal channel
First Response SLA(hrs)
2
Your First Response SLA in hours
SLA Breach Notification Channel
NA
SLA breaches will be sent to this channel
Configure Working Days
Monday, Tuesday, Wednesday, Thursday, Friday
Your team's working days
Working Hrs (start time)
NA
Your team's working start time
Working Hrs (end time)
NA
Your team's working end time
Select Timezone for Working Hrs
UTC
Your team's working timezone
Enable Out Of Office Responder
False
Auto reply your customers when they message out of your working hours
Use CSM avatar to respond
False
Use the CSM's avatar while sending the OOO auto reply
Auto reply to all customer messages
False
Send auto reply to any message the customer sends. When disabled, only detected requests are auto responded
OOO Responder Message
NA
Message to be sent as OOO auto reply
Channel Level Configurations
How to access?
Initiate the /Thena channel config command from anywhere in slack
Available Configurations
Request Management
Configuration
Default
Description
Enable Internal Triage Channel
False
Enable sending detected requests to internal triage channel
Default Request Triage Channel
NA
Requests from customer channels will be redirected to this channel
Auto assign
True
Assign the request to the first responder.
Use Emojis
True
Adding will assign the request to the user and will close the request.
Advanced Request Configurations
Configuration
Default
Description
Conversation Grouping Window (mins)
2
Messages on channel after a detected request within this window are grouped together
Auto Close Requests (days)
30
Assigned Open requests will be auto closed after this duration
Close Nudge Duration (days)
15
Send a nudge to the assigned user to close the request
Send Auto assign Ephemeral
False
Send an ephemeral to the user when a request is auto assigned
Send DM to assigned user
True
Send a message to the assigned user when a request is assigned to them. Not applicable for auto assignment
Customer thread update
False
The customer gets updated on when someone is working on the request
Use Customer Logo
True
Use the customer logo for request notifications
Use Customer Name
True
Use the customer name for request notifications
Send Ephemeral to CSM on Request Detection
False
Send an ephemeral to the CSM with options to convert the request into external ticket or assign to someone
Auto Assign detected requests to CSM
False
Auto Assign requests when a CSM is configured for a channel
Host Email Domain
NA
To enable request detection on internal channels with customers as guests, add your email domain so that Thena can differentiate requests from customers
Allow Request Detection
True
This allows Thena to automatically detect messages as request. Disabling this will lead to Thena not detecting incoming messages as requests
SLAs, Working Hrs & OOO
Configuration
Default
Description
Enable SLA (Service-Level Agreement)
False
Enable sending SLA breached to internal channel
First Response SLA(hrs)
2
Your First Response SLA in hours
SLA Breach Notification Channel
NA
SLA breaches will be sent to this channel
Configure Working Days
Monday, Tuesday, Wednesday, Thursday, Friday
Your team's working days
Working Hrs (start time)
NA
Your team's working start time
Working Hrs (end time)
NA
Your team's working end time
Select Timezone for Working Hrs
UTC
Your team's working timezone
Enable Out Of Office Responder
False
Auto reply your customers when they message out of your working hours
Use CSM avatar to respond
False
Use the CSM's avatar while sending the OOO auto reply
Auto reply to all customer messages
False
Send auto reply to any message the customer sends. When disabled, only detected requests are auto responded
OOO Responder Message
NA
Message to be sent as OOO auto reply
Internal Helpdesk
Configuration
Default
Description
Select Agents
NA
Agents/ SMEs for the internal helpdesk channel
Auto Assign
True
Assign the request to the first responder
Use Emojis
True
Adding will assign the request to the user and will close the request.
Auto Respond
False
Auto Respond to a detected request
Auto Respond Message
NA
Auto Respond Message for detected requests
Allow Request Detection
True
This allows Thena to automatically detect messages as request. Disabling this will lead to Thena not detecting incoming messages as requests.
will assign the request to the user and 
will close the request.
Disabling this will lead to Thena not detecting incoming messages as requests