Configure a Channel

Your customers likely have different SLAs, and requirements. Thena has developed the ability to configure how you communicate with your customers on Slack.

Features

SLA

• Set an SLA for the channel (currently, only hours timeframe is supported).
• All requests created will show the relevant SLA (only to your organisation).
• Alerts will be configured accordingly, and will highlight SLA breaches to you.
  • Alerts are aggregated so as not to spam you.

Roles or Personas

Setup Personas to customise your alerts, escalations and more! Personas supported:

• Primary CSM
• Primary Exec Sponsor
• Solutions Engineer
• Customer Primary POC
• Customer Primary Exec Sponsor

Why we recommend that you setup personas

Customised Alerts

• When a request has been escalated or has breached SLA, Thena can notify your CSM, Solutions Engineer and Internal Sponsor.
• First Response SLA and Request Detection: Whenever there is a detected customer request or an un-replied request, Thena will nudge the CSM/Solution engineer to take action.
• Coming Soon
  • When a Customer POC or a Customer Exec Sponsor leaves a channel, Thena will notify your CSM, Solution Engineer and Internal Sponsor.
  • When the Customer POC / Customer Exec Sponsor activity is dropping, Thena will notify you (either through a channel or to your CSM, Solution Engineer and Internal Sponsor).

📘

Ability to pull personas through your CRM directly is now live for Hubspot and Salesforce. Reach out to us for more details.