SLAs & Alerts

Never miss a customer message/request again.

First response SLA breach alerts in pre-configured Slack channels

Alert a designated Slack channel whenever there's a delay in responding to a customer message. We accommodate Service Level Agreements (SLAs) spanning from 15 minutes to 7 days.

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Alerts won't trigger if a request is In-Progress. Even if a request has not been replied, but has an assignee, we currently do not send an alert. This is a bug

When does a First response SLA breach alert trigger?

ScenarioWill First Response alert trigger
Manual Reply to a request (within stipulated time)N
Auto Response through OOOY
Auto Response for RequestsY
Auto Assign to Account OwnerN (Bug)
Auto Assign to First Responder (within stipulated time)N
Consider reactions as a response (within stipulated time)N (If Enabled)
Consider replies in channel & not just in the thread (within stipulated time)N (If Enabled)
Request that is manually assigned but not replied (within stipulated time)N (Bug)
Request that is in the following statuses: Not a Request, ClosedN
Reply to a request where Conversation Grouping window existsN
Reply to a Merged Request (where the reply is to the parent request)N
Reply to a Merged request (No reply in Parent request)N
Reply to a re-opened requestN (Bug)

Configurations

Alerts & SLAs can be set up from the Thena Slack App.

We have added the ability to configure alerts basis your preferences in interacting with your customer. These preferences are currently present in the Thena Slack App, but will soon be available within the Thena Web App.

All configurations given below are customizable at the global level or at the individual channel level. The individual channel level settings will take precedence over the global settings for a particular channel. More on that here and here.

As an example, if you see that your customers typically do not thread messages, and send you multiple messages for one underlying request, you can set the Conversation Grouping Window to your liking.

Working Hours/Days/Holidays

Setup your working hours, working days and your team specific holiday calendar to ensure that Request Closure Reminders, First Response Alerts, OOO Auto replies etc are sent correctly.

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Working hours can now be set for individual working days.

To configure working hours for each day in Slack

  • Go to '/Thena Global Config' or '/Thena Channel Config'
  • Select Alerts, Working Hours & OOO
  • Select Working Hours.
  • Set 'Enable Working Hours for improved alerts, analytics and auto-responses.'
  • Select 'Configure working hours for each day'

Conversation Grouping

We've implemented Conversation Grouping to minimize noise and confusion caused by receiving multiple alerts for individual messages.

A grouping includes multiple customer messages sent within a configurable time frame, typically set at 2 minutes. Once you've responded to any message within a grouped set, you won't receive further reminders and alerts for that set, even if it's the first response SLA breach.

This streamlines communication and ensures you're only notified when necessary.

This feature is turned on by default.
In Slack, customers have the option to send multiple messages within a channel instead of threading them. For instance, David Baker might send several consecutive messages within the same channel.

Out Of Office Configuration

This, when enabled, auto sends a reply to your customers when they message you, out of your working hours. These working hours can be set in the timezone of your choice. The SLA time would be measured once your working hours begin.

You can use the customer workspace logo and the customer name, in these notifications for customer related notifications.

You can also set up a customized auto reply to any message the customer sends. When disabled, only detected requests are auto responded.

SLA Breach Notification Channel

This, when enabled, lets you choose the channel where you want to receive the SLA Breach Notification.

Reactions as a response

This feature is turned off by default.

Often, a reaction to a customer message is enough to acknowledge the message. This is basis the communication style of your organisation. Using this configuration, you will not be alerted if there has been an emoticon reaction used to respond to a customer message.

Request Closure Reminder

Get a reminder when a request (that is assigned to you) has been open for a pre-determined period of time. This will be sent in the Thena App -> Messages section (and soon will be available on the Webapp-> Notifications).

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The request closure reminder only goes out when a request is marked as 'In Progress'.

Things to keep in mind

  • Slack will unfurl the message information only for public channels. If a suggested request has been detected on a private channel, Slack will not unfurl it to cater to permissions.

Configuration details

Configuration NameConfiguration DescriptionDefault ValueType of Alert
Request DetectionWill incoming customer messages be automatically classified as a request?TrueRequest
Request Notification ChannelWhich channel should the detected request be sent to?n/aRequest
Conversation Grouping windowThe window (in seconds) within which all customer messages are grouped as a single unit. Only one message in a grouping window can have workflows (request, sla, etc) on it.120Request, 1st Response SLA
Suppress Requests in Open Request threadsIf there is already an open/in progress request thread, new messages on the thread will not be flagged as request. Basically, one thread is one request until the request is closed.TrueRequest
Suppress Requests in Open Ticket threadsIf there is already an open/in progress ticket thread, new messages on the thread will not be flagged as request.TrueRequest
Use Customer Name in NotificationsFor Customer related notifications, use the name of the customer instead of 'Thena'.TrueRequest, 1st Response SLA
Use Customer Logo in NotificationsFor Customer related notifications, use the customer workspace logo instead of Thena Logo.TrueRequest, 1st Response SLA
Auto Assign request to first responderAuto assign the request to the first Vendor team user who responds on a message thread that was a requestTrueRequest
Holiday CalendarArray of holidays for which response and ticket resolution SLA time calculation is suspendedNullRequest, 1st Response SLA
Days that are working in a month (e.g. Monday- Saturday).Array of Working Days used for the purposes of response and ticket resolution calculationNullRequest, 1st Response SLA
Working Hours in a DayDaily working hrs also known as business hours. Used for the calculation of ticket and response resolution SLAsNullRequest, 1st Response SLA
Enable the concept of Working Hours for Vendor communicationEnable Working Hrs ConfigFalseRequest, 1st Response SLA
Use First Response ReminderDoes the workspace have the first response SLA breach check configuredFalse1st Response SLA
First Response Reminder in hoursNumber of hours before which we check for an SLA breach21st Response SLA
First Response Notification ChannelWhich channel to send the first response SLA breach alert onn/a1st Response SLA
Vendor Response in a conversationConsider a message from a vendor user or Thena app as a response to the customerTrue1st Response SLA
Reactions are a responseConsider a vendor reacting to a customer message using emoticon as a response to the customerFalse1st Response SLA
No Alert for closed requestsIf there was a message on the request, and the request was closed, don’t consider it for the SLA breachFalse1st Response SLA
Pending responses on Tickets are suppressedIf there is a customer message on a ticket, then the First Response SLA is not sent.False1st Response SLA

FAQs

Can Alerts be configured at an Installation and a Channel Level

Yes, Thena supports configurations of all relevant alerts at both an Installation and a Channel level.

Why I am not able to see the First SLA Response?

This could be due to either of the following cases:-

Agent starts Looking Into a request (OR Auto Assignment)

When an agent has begun looking into a request or if the request gets auto-assigned to the agent, then the First SLA Response won't be triggered for the message.

Request Discarded

If the Thena AI inadvertently detects a normal customer message as a request, then someone from your team can discard it from your triage channel. On doing this, the First SLA Response won't be triggered for this message.

Request Closed

This feature is turned off by default.
An alert is sent whenever a request is detected (if enabled). If the vendor team marks this request as closed, then the alert for first response on that message will be suppressed.
The rationale here is that the user has already highlighted that there is no further action required on this message, and so sending an alert for pending response on this message adds no value.