Custom Config: Thena Slack App
Make updates from the Thena Slack app/commands as per the needs of your designated Slack workspace
Thena Configuration from Slack App/UI
The other way to adjust/update your Thena configuration is directly from your native Slack UI. This can be done from any channel or DM.
- The basic way to pull up the Thena configuration in Slack is to use the command “/Thena global config”.
- For updating individual channel configuration you’ll want to use “/Thena channel config”.
Using “/Thena global config”
Request Management
If you use the “advanced” menu you can update:
Important Settings
Here are the list of settings we recommend adding/changing, below is a table for those. Please refer the last column for what Thena defaults to.
| Name | Description |
|---|---|
| Enable Internal Triage Channel | Centralize all requests to a single, internal, channel in Slack |
| Default Request Triage Channel | Requests from customer channels are sent to the defaulted channel |
| Auto assign | Assign the request to the first responder. |
| Use Emojis | Adding  will assign the request to the user and  will close the request. |
Other Advanced Settings
Some customers may be interested in adding/changing other defaults, below is a table for those. Please refer the last column for what Thena defaults to.
| Configuration | Description |
|---|---|
| Conversation Grouping Window | Consecutive requests within this window are grouped, and treated as a single request |
| Auto Close Requests | Assigned requests that are open will automatically be closed by Thena |
| Close Nudge Duration | Send a nudge to the assigned user, in Thena's Slack App Home, to close the request |
| Send Auto assign Ephemeral | Send an ephemeral to the user when a request is auto assigned |
| Send DM to assigned user | Send a message to the assigned user when a request is assigned to them. Not applicable for auto assignment |
| Customer thread update | The customer gets updated on when someone is working on the request |
| Use Customer Logo | Use the customer logo for request notifications |
| Use Customer Name | Use the customer name for request notifications |
| Send Ephemeral to CSM on Request Detection | 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 | Auto Assign requests when a CSM is configured for a channel |
| Show preview from messages in private channels | 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 | 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 | This allows Thena to automatically detect messages as request. Disabling this will lead to Thena not detecting incoming messages as requests |
For default settings, please read Thena Default Settings & Configurations
Reference the guide below on how to update Request Management settings from the "Global Config" flow in Slack
SLAs Working Hours & OOO
With the global config menu you can update the following:
| Name | Description |
|---|---|
| Enable SLA (Service-Level Agreement) | Enable sending SLA breached to internal channel |
| First Response SLA | The amount of time that can pass before Thena sends notifications/alerts for unassigned requests |
| SLA Breach Notification Channel | SLA breaches will be sent to this channel |
| Configure Working Days | Your team's working days |
| Working Hrs (start time) | Your team's working start time |
| Working Hrs (end time) | Your team's working end time |
| Select Timezone for Working Hrs | Your team's working timezone |
| Enable Out Of Office Responder | Auto reply your customers when they message out of your working hours |
| Use CSM avatar to respond | Use the CSM's avatar while sending the OOO auto reply |
| Auto reply to all customer messages | Send auto reply to any message the customer sends. When disabled, only detected requests are auto responded |
| OOO Responder Message | Message to be sent as OOO auto reply |
For default settings, please read Thena Default Settings & Configurations
Reference the guide below on how to update the SLAs & Working Hours settings from the "Global Config" flow in Slack:
Integrations
Integrations cannot be configured directly in Slack and must instead be handled using the Thena Web app. Please reference the Thena Web App documentation under Integrations or review the Integration section.
Using “/Thena channel config”
Request Management
If you use the “advanced” menu you can update:
Important Advanced Settings
| Name | Description |
|---|---|
| Conversation Grouping Window | The amount of time that must exist between two messages on the same channel before opening a new separate requests. |
| Auto Close | All assigned requests that remain open past this number of days |
| Close Nudge | Thena will send a message in Slack to the assigned user to close out the request after a set number of days |
For default settings, please read Thena Default Settings & Configurations
Other Advanced Settings
| Name | Description |
|---|---|
| Send Auto Assign Ephemeral | The assigned user will get an ephemeral allowing them to take action from Slack |
| Send DM to Assigned User | The assigned user on the ticket will receive a DM when they are assigned to a request |
| Customer Thread Update | The customer will get an automatic update if someone is working on the request |
| Use Customer Logo | Uses the customer's Slack workspace logo for request detection |
| Use Customer Name | Uses the customer's Slack workspace assigned name for request detection |
| Send Ephemeral to CSM on Request Detection | Thena will send the assigned CSM an ephemeral to take action |
| Auto Assign Detected Requests to CSM | If a CSM is added for the account, Thena will automatically send them the request to take action |
| Allow Request Detection | Thena AI is used in detecting whether or not the customer response equates to a "request". We do NOT recommend removing this |
For default settings, please read Thena Default Settings & Configurations
In general, all the custom configurations you can add at the global (all channel) level, you can do so for individual channels as well.
SLAs Working Hours & OOO
With the channel config menu you can update the following:
| Name | Description |
|---|---|
| Enable SLA (Service-Level Agreement) | Enable sending SLA breached to internal channel |
| First Response SLA | The amount of time that can pass before Thena sends notifications/alerts for unassigned requests |
| SLA Breach Notification Channel | SLA breaches will be sent to this channel |
| Configure Working Days | Your team's working days |
| Working Hrs (start time) | Your team's working start time |
| Working Hrs (end time) | Your team's working end time |
| Select Timezone for Working Hrs | Your team's working timezone |
| Enable Out Of Office Responder | Auto reply your customers when they message out of your working hours |
| Use CSM avatar to respond | Use the CSM's avatar while sending the OOO auto reply |
| Auto reply to all customer messages | Send auto reply to any message the customer sends. When disabled, only detected requests are auto responded |
| OOO Responder Message | Message to be sent as OOO auto reply |
For default settings, please read Thena Default Settings & Configurations
Reference the guide below on how to update the SLAs & Working Hours settings from the "Channel Config" flow in Slack:
Integrations
Integrations cannot be configured directly in Slack and must instead be handled using the Thena Web app. Please reference the Thena Web App documentation under Integrations or review the Integration section.
Assign Roles
Updated 9 days ago