Thena Default Settings & Configurations

Global Configurations

How to access?

  1. Slack App Home
    Step 1 Head to your Thena App Home in Slack
    Step 2 Click on Settings
  2. Slack Shortcut
    Step 1 Type /Thena global config in any channel or Slack DM

Available Configurations

Request Management

ConfigurationDefaultDescription
Enable Internal Triage ChannelFalseEnable sending detected requests to internal triage channel
Default Request Triage ChannelNARequests from customer channels will be redirected to this channel
Auto assignTrueAssign the request to the first responder.
Use EmojisTrueAdding :eyes: will assign the request to the user and :white-check-mark: will close the request.

Advanced Request Configurations

ConfigurationDefaultDescription
Conversation Grouping Window (mins)2Messages on channel after a detected request within this window are grouped together
Auto Close Requests (days)30Assigned Open requests will be auto closed after this duration
Close Nudge Duration (days)15Send a nudge to the assigned user to close the request
Send Auto assign EphemeralFalseSend an ephemeral to the user when a request is auto assigned
Send DM to assigned userTrueSend a message to the assigned user when a request is assigned to them. Not applicable for auto assignment
Customer thread updateFalseThe customer gets updated on when someone is working on the request
Use Customer LogoTrueUse the customer logo for request notifications
Use Customer NameTrueUse the customer name for request notifications
Send Ephemeral to CSM on Request DetectionFalseSend an ephemeral to the CSM with options to convert the request into external ticket or assign to someone
Auto Assign detected requests to CSMFalseAuto Assign requests when a CSM is configured for a channel
Show preview from messages in private channelsFalseEnable 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 DomainNATo enable request detection on internal channels with customers as guests, add your email domain so that Thena can differentiate requests from customers
Allow Request DetectionTrueThis allows Thena to automatically detect messages as request.
:warning:Disabling this will lead to Thena not detecting incoming messages as requests

SLAs, Working Hrs & OOO

ConfigurationDefaultDescription
Enable SLA (Service-Level Agreement)FalseEnable sending SLA breached to internal channel
First Response SLA(hrs)2Your First Response SLA in hours
SLA Breach Notification ChannelNASLA breaches will be sent to this channel
Configure Working DaysMonday, Tuesday, Wednesday, Thursday, FridayYour team's working days
Working Hrs (start time)NAYour team's working start time
Working Hrs (end time)NAYour team's working end time
Select Timezone for Working HrsUTCYour team's working timezone
Enable Out Of Office ResponderFalseAuto reply your customers when they message out of your working hours
Use CSM avatar to respondFalseUse the CSM's avatar while sending the OOO auto reply
Auto reply to all customer messagesFalseSend auto reply to any message the customer sends. When disabled, only detected requests are auto responded
OOO Responder MessageNAMessage 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

ConfigurationDefaultDescription
Enable Internal Triage ChannelFalseEnable sending detected requests to internal triage channel
Default Request Triage ChannelNARequests from customer channels will be redirected to this channel
Auto assignTrueAssign the request to the first responder.
Use EmojisTrueAdding :eyes: will assign the request to the user and :white-check-mark: will close the request.

Advanced Request Configurations

ConfigurationDefaultDescription
Conversation Grouping Window (mins)2Messages on channel after a detected request within this window are grouped together
Auto Close Requests (days)30Assigned Open requests will be auto closed after this duration
Close Nudge Duration (days)15Send a nudge to the assigned user to close the request
Send Auto assign EphemeralFalseSend an ephemeral to the user when a request is auto assigned
Send DM to assigned userTrueSend a message to the assigned user when a request is assigned to them. Not applicable for auto assignment
Customer thread updateFalseThe customer gets updated on when someone is working on the request
Use Customer LogoTrueUse the customer logo for request notifications
Use Customer NameTrueUse the customer name for request notifications
Send Ephemeral to CSM on Request DetectionFalseSend an ephemeral to the CSM with options to convert the request into external ticket or assign to someone
Auto Assign detected requests to CSMFalseAuto Assign requests when a CSM is configured for a channel
Host Email DomainNATo enable request detection on internal channels with customers as guests, add your email domain so that Thena can differentiate requests from customers
Allow Request DetectionTrueThis allows Thena to automatically detect messages as request.
:warning:Disabling this will lead to Thena not detecting incoming messages as requests

SLAs, Working Hrs & OOO

ConfigurationDefaultDescription
Enable SLA (Service-Level Agreement)FalseEnable sending SLA breached to internal channel
First Response SLA(hrs)2Your First Response SLA in hours
SLA Breach Notification ChannelNASLA breaches will be sent to this channel
Configure Working DaysMonday, Tuesday, Wednesday, Thursday, FridayYour team's working days
Working Hrs (start time)NAYour team's working start time
Working Hrs (end time)NAYour team's working end time
Select Timezone for Working HrsUTCYour team's working timezone
Enable Out Of Office ResponderFalseAuto reply your customers when they message out of your working hours
Use CSM avatar to respondFalseUse the CSM's avatar while sending the OOO auto reply
Auto reply to all customer messagesFalseSend auto reply to any message the customer sends. When disabled, only detected requests are auto responded
OOO Responder MessageNAMessage to be sent as OOO auto reply

Internal Helpdesk

ConfigurationDefaultDescription
Select Agents NAAgents/ SMEs for the internal helpdesk channel
Auto Assign TrueAssign the request to the first responder
Use Emojis TrueAdding :eyes: will assign the request to the user and :white-check-mark: will close the request.
Auto Respond FalseAuto Respond to a detected request
Auto Respond Message NAAuto Respond Message for detected requests
Allow Request DetectionTrueThis allows Thena to automatically detect messages as request.
:warning:Disabling this will lead to Thena not detecting incoming messages as requests.