Custom Config: Thena Web App
Make updates from the Thena Web app as per the needs of your designated Slack workspace
Thena Configuration from Web App
To configure using the Thena Web App, you need to first login. Once you have logged in go to settings
Add/Update Channels
Beyond the channels you added during the initial onboarding workflow, through this view you can add/remove and add more custom settings for Thena at the channel level.
You can update:
| Name | Description |
|---|---|
| Add a Channel | A running list of channels that Thena sees can be added. You can search for a channel and add Thena to the channel |
| Look at Thena Channels | A running list of channels that Thena has already been added to |
| Set Customer Request Notification | Redirect requests from Slack to another channel of your choosing. Remember that by default we send to the triage channel you configured during onboarding |
| Set SLA First Response | Set a custom response time (or SLA) at the channel level. This is going to override the global setting you configured during onboarding. All channels without a custom setting will abide by the global setting |
| Assign Roles | Use Thena to set key roles like CSM, exec sponsor (internal), solutions engineer, customer PoC, customer exec sponsor. If a CSM is assigned to a channel, Thena will send them a notification (or auto assign if enabled) whenever a request is sent through |
Add New Channels
- If you can't see the channel you want to update, click "Sync channels with Slack" to refresh the list of channels.
Update Channels
Assign Roles
Similar to your CRM of record, Thena supports role assignment as a way to keep track of requests and notify the right internal individual(s).
Roles are assigned at the channel level.
Assign a Triage Channel
You should have already configured a global triage channel from following the steps including the How to Get Startedguide. If not, here's how to do so at the global level as well as the channel level.
- Global Level - all external channels added to Thena will utilize the same internal triage channel for managing and assigning requests. This would have been set up during onboarding. If not, you can still update in the web app.
- Channel Level - each external channel added to Thena will have the ability to have its' own custom internal triage channel for managing and assigning requests.
note: we find this second option is best used for high value customers that need more support
Integrations
Thena can be configured to act as a bi-directional routing tool from Slack to your CRM & ticketing platforms.
We currently support the following integrations
Ticketing:
- Zendesk
- Hubspot
- Intercom
- Salesforce Cases
- Freshdesk
- Jira (coming soon)
Others:
- Notion (coming soon)
- Linear (coming soon)
To learn more about integrations, click here.
If you have requests for integrations, let us know by reaching on using the chat icon in the lower right-hand corner.
Update/Configure SLAs & Alerts
In this section you can update:
| Name | Description |
|---|---|
| Set Request Notification | Select a channel as the default channel to receive all incoming customer requests tracked from Thena |
| First Response SLA Alert | If a request is not assigned on time, Thena will signal a breach of SLA |
SLAs & Alerts per Channel
More information on that can be found under the update channels section
Team
Thena is an unlimited seat platform, so we do not bill for additional members or admins.
From this menu you can:
| Name | Description |
|---|---|
| View Teammates | See who has access to Thena and their roles & permissions (admin vs user). |
| Invite Teammates | Add users from your organization to join you in Thena |
| Manage Subscription & Billing | If you have configured credit card billing for Thena, you can manage and update your billing using this tab |
Default Configurations
Please reference Thena Default Settings & Configurations for a table of Thena default configurations.
Updated 9 days ago