Settings
Thena supports all public & private channels. Read on to learn more about adding Thena to a private channel
Managing Multiple Thena Bots in Slack Channels
Overview
In Slack, each channel can only host one instance of the Thena bot from a single workspace. This limitation ensures seamless operation and avoids conflicts between different instances of Thena.
If you encounter the message:
Thena is already active in this channel from a different workspace. To use your Thena, create a new channel within the same workspace and add Thena there.
This indicates that Thena is already operational in your channel, but from another workspace.
Solution
Creating a New Channel
To use Thena from your workspace, you will need to create a new channel. Here’s how:
- Open Slack and navigate to your workspace.
- Click on the plus icon next to 'Channels' in the sidebar.
- Select 'Create a Channel'.
- Give your channel a name and description.
- Set the channel to private or public as required.
- Invite members as needed.
Adding Thena to Your New Channel
Once you have created your new channel:
- Navigate to the newly created channel.
- Click on the channel name at the top to open channel settings.
- Go to 'Integrations' or 'Apps'.
- Search for 'Thena' and add it to your channel.
Thena Custom Configuration
Once you have the base setup process complete you can add more custom/advanced configurations for Thena.
This can be done from a couple of places:
- Thena Web App
- Thena Slack App/UI
Please read through the custom configuration documentation carefully. Some of the updates are unique to a platform, e.g. can be done on Thena Slack App/UI and not on the Thena Web App.
Private Slack Channels
To add Thena to the private channel, you must go to the native Slack UI. The two ways to add Thena to private channels are listed below:
Add an App flow
- 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.
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 webapp.
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
Enable Private Channel Preview in Slack
Slack does not unfurl conversations from private channels if the user viewing the message is not present in that channel. To get around this, you can toggle on a setting to show a preview of the title and summary, in the internal triage channel
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.
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 2 months ago