How to Get Started

Welcome to Thena, we’re excited to help you scale & manage your business communication on Slack, both internally and externally.

This guide is a simple “how to get started” with Thena, for more information on our core products, you can follow the direct links below:

There are two ways to get started with Thena, we recommend using the Thena Web App for an initial set up and then adding more custom configs from the Slack UI.

Approve Thena for Your Workspace

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Slack Admin Needed

You must be a Slack Admin in order to add Thena into your Slack workspace. For information on Slack user roles & permission, see here

Selecting the Right Workspace

If you have multiple Slack workspaces you are a member of, make sure you select the one tied to your organization/where you want Thena to manage.

Steps:

Finish Approving Thena for your Workspace

Now that you have completed the approval process, we’ll walk you through how to add Thena to your customer’s channels and complete the initial onboarding.

Add Thena to Customer Channels & Complete Onboarding

Now that you have completed the initial onboarding, you can proceed to add more detailed configurations from the Thena global settings (Channels Page). More about that below.

  • For adding Thena to private channels, use this guide

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Data Privacy

Thena does not store any conversation data. Our policy on data governance is available here

You do not have to add all your channels during the onboarding phase. You can add more channels from Settings --> Channels --> "Add Channels" tab.

Increase Thena Visibility in Slack

In Slack, we recommend moving Thena to the top of your Slack navigation so that you can stay on top of all requests, both incoming and pending. You can do this by adding Thena to your "starred" apps in Slack.

Congrats! You are now set up with Request Management. Read on to learn more about Request Management or check out the other cool products Thena has to offer like Ticketing, Workspace Analytics, and Marketing Automation.

Adding Thena to a Private Channel

In Slack, channels can be open to anyone in the workspace (public) or limited to only a few members (private). Adding Thena to a private channel must be done using the native Slack UI.

The two ways to add Thena to private channels are shown below:

Add an App

  • Click on the #channel-name (Top left corner of the pane).
  • In the pop up, select Integrations -> Add an App
  • Select and Add Thena
  • Thena has now been added to your channel, and will show up in the webapp.

Use The @Thena Command in Slack

  • Go to the Private Channel.
  • Type @Thena and send the message.
  • A modal will pop open and ask you if you want to 'Add Thena to this channel'. Click yes.
  • Thena has now been added to your channel, and will show up in the Web App.

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Channel Notification

Thena itself will not notify anyone in the channel that is has been added, but Slack will post a greyed out message saying that "Thena was added to [channel name] by [user]".

If you are concerned about that notification, please have a Slack Admin add Thena to private channels and then delete the post

Relevant Videos

FAQs

After following this guide, am I all ready to use Thena?

  • Once you have followed these instructions, you will be able to start centralizing requests made by you customers in an internal triage channel. There are some more options to configure, or additional channels to add, that still remain. For more a detailed configuration, refer to this section.

What types of channels can Thena support?

  • Today we support all Slack channels.

Do I have to use the web app to install & onboarding on to Thena?

  • Yes - the web app is the easiest way to get started with Thena.

Can I configure a custom triage channel for each channel (customer account)?

  • Yes, you can find more information on a custom configuration option under the Request Management product.