Request FAQs

A message in the channel was not detected as a request?

Please check the configuration of your channel to ensure that Thena is setup correctly:

  • Is Thena added in the channel?
    • Open your channel on Slack -> Click on the channel name -> Integrations -> Check if Thena is added under Apss
    • If you do not see Thena in the list of Apps, click Add apps and select Thena
  • Is request detection enabled for the channel?
    • Use the /Thena Channel Config command anywhere on Slack, select your channel (only channels where Thena is added show in this drop down) -> Request Management -> Advanced Settings -> Allow Request Detection
  • What the message sent by your customer (via slack connect) or by your team member?
    • Thena detects messages as Requests only for customer messages
    • If you have added Thena to an internal channel and want to use Thena for internal triaging, please check our Internal Helpdesk
  • What is your configuration grouping window settings?
    • Thena earmarks the timestamp at which a customer creates the initial request. If any additional requests are made within the next 2 mins, then Thena will group these requests as a single request.
    • To check this use the /Thena Channel Config command anywhere on Slack, select your channel (only channels where Thena is added show in this drop down) -> Request Management -> Advanced Settings -> Conversation Grouping Window (mins)
  • Did you invite the customer as a single channel guest user?
    • Doing so, Slack provides the same team ID to the invited user and Thena is unable to distinguish users based on Team ID
    • You can enabled Host Email Domain recognition for such channels by using the /Thena Channel Config command anywhere on Slack
    • If your email is [email protected] -> add domain.com to the config
  • Check if the message was not detected as a request or the notification was not sent to the triage channel
    • Login to https://app.thena.ai/ and check the Requests section
    • If you find your request here, then the message was detected as a request but was not sent to the triage channel on Slack
      • Check your triage channel settings /Thena Channel Config command anywhere on Slack, select your channel (only channels where Thena is added show in this drop down) -> Request Management -> Default Request Triage Channel

Can request detection be turned off across my workspace?

  • Yes, it can. To disable request detection, follow these steps in custom configurations. We do not recommend doing so however, as that will require you to manually raise customer questions as a request.

Can I assign a customer message that has not been detected as a request?

  • Use the message actions, and select 'Assign To' to assign the customer message to an individual in your team. This will send a notification to the user who has been assigned the request (like any other request assignment).

Where can I edit the Request Configurations?

  • To configure requests across your workspace, /thena global config -> Request Management
  • To configure requests specific to a channel, /thena channel config -> Request Management
    You can learn more about these more custom workflows here.

What happens if I ReOpen a closed request?

  • If the request was Unassigned when closed, upon reopening, the request becomes Unassigned
  • If the request was Assigned to User A when closed, upon reopening, the request becomes In Progress and User A gets a DM that the request is reopened

Will a re-opened request have a First Response Alert also?

  • No - when the customer asks another question on a closed request, the request will re-open by there will not be an associated alert (in case the vendor team fails to respond)

The request detected alerts sent to my triage channel are not unfurling?

  • Check if the request came in from a private channel. 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.
  • Check your workspace settings for Blocked websites for unfurling of links by following the steps mentioned here
    Make sure you unblock all the links from {your-workspace-name}.slack.com

How do I see the message details on a request detected in a private channel?

  • Since Slack does NOT unfurl the message preview for private channels, you can enable showing the Request Title and Request Summary created using AI on the notification channels.
  • You can enable this at 2 levels:
    • Workspace Level - Applies to all the channels of your workspace
      Use the /Thena Global Config anywhere on Slack -> Request Management -> Advanced Settings -> Enable Show preview from messages in private channels
    • Channel Level - Applies to only the selected channels
      Use the /Thena Channel Config anywhere on Slack -> Request Management -> Advanced Settings -> Enable Show preview from messages in private channels

Can I rename the Thena bot on Slack to display my Brand/Company/Workspace name?

  • Yes, you can rename the Thena bot on Slack. Below are the 2 ways to do so:
    • Workspace Name (on top left) on Slack-> Settings and Administration -> Manage Apps -> Select Apps -> Open in App Directory -> Configuration -> Bot User -> Edit
    • Thena App (on bottom left or Apps Section) on Slack -> About -> Configure -> Scroll to the bottom to find Bot User -> Edit
  • Note that this will ONLY change the bot name but not the bot icon.

When does Thena send alerts/notifications in Slack to individuals

  • Thena sends alerts/notifications in Slack for Request assignment, Marketing campaign status, and invitation. For default values associated with all configurations/alerts, click here
    • Request Assignment:
      • When a request has been assigned to you. Note that assignment can be manual (someone assigned a request to you) or automated using Thena Global/Channel Settings -> Request Management -> Auto Assign.
      • Request Closure Reminder: When a request is assigned to you and has not been closed within the configured duration, a nudge is sent as a reminder. By default, the duration is 15 days. This can be changed using Thena Global/Channel Settings -> Request Management -> Advanced Settings.
      • Re-opened Requests: When a request is assigned to you and is re-opened, Thena will notify you to ensure that you do not miss the message.
    • Marketing Campaign updates: When you have sent a marketing campaign using Thena, we will notify you of the status of the campaign.
    • When you have been invited to join Thena by a colleague, you will be notified to join Thena.

I am getting too many false positives. How can I resolve this?

  • You can change your strategy for request detection in global settings. To do so :
    • Use the shortcut in your channel /thena-global-config -> Request Management -> Advanced Settings
    • Go to Strategy for request detection and select Conservative.

You can understand more about this here Strategy Selection

I am getting a new request if the user makes a request in the thread of a closed request. How can I resolve this and have just a single request?

  • You can easily resolve this by checking this checkbox :
    • Use the shortcut in your channel /thena-global-config -> Request Management -> Advanced Settings
    • Go to Reopen closed requests when the customer responds on closed threads and tick it.

You can understand more about this Reopening requests.

I chose a private slack channel to be my internal triage channel but Thena was not added to the channel. How can I resolve this?

  • You have selected a private channel as your triage channel but Thena can not join a private channel, hence you will need to invite Thena to your private channel.

You can understand more about this Adding Thena to private channels

I am using the Slack Web and unable to access Global Shortcuts like / Thena Global Config, Create Ticket etc.

  • If you have just installed Thena and are using Slack Web instead of the Slack App for Windows/ Mac you will need to perform a hard refresh to access these shortcuts by using Ctrl/Command + Shift + R
  • If you are still unable to access it, please log out and log back in
  • Alternatively you can access the Global Settings by heading to Thena App under apps and clicking on Settings