The documentation outlines the comprehensive functionalities of Thena, an integrated Slack bot designed for efficient request management. From triaging customer inquiries to creating tickets and closing requests, Thena streamlines workflows seamlessly within both public and private channels. Additionally, it addresses common FAQs for optimal user experience.

Triage

During the How to Get Started process you should have set up an internal triage channel. This is a centralized channel for all incoming customer requests.

If you prefer to do a 1:1 internal to external channel, you can do so from either the channel config or by using the Web App config.

Request Management using the Thena Triage Channel

With Request Management you can do the following:

1. Take a customer request

• You can take a request by either responding on the customer shared Slack channel or via the internal triage channel. This makes you the assignee & owner of the request.

2. Assign the request to someone

• In the internal Slack triage channel (refer back to this guide, if needed) you can click on "assign" and use the dropdown to pick a colleague

3. Create a ticket to re-route to a ticketing platform

• Another common workflow is to take & document customer conversations from Slack to your in-house ticketing system. Thena currently has a direct integration with Zendesk, HubSpot, Intercom, and Salesforce. Find out more about our existing integrations, here.

4. Close the Request

• Similar to a ticketing platform, once you have resolved the issue you can go ahead and “close”. In the Slack triage channel if you “close” you will see “[name] has closed this request today at [time]”

Adding Thena to private channels

Under usual circumstances, when you opt for a public channel to act as your internal triage channel, the Thena bot gets integrated into that channel automatically. This automatic integration is a convenient feature as it eliminates the need for manual setup or additional intervention.

However, the process varies slightly when you choose a private channel for this purpose. Due to privacy settings inherent to private channels, Thena cannot be added automatically. These channels are designed to keep their interactions limited to only those users who are explicitly invited. Therefore, for Thena to function within a private channel, you will need to incorporate it manually.

To add Thena bot to your private channel, simply navigate to the specific channel where you desire Thena's presence. Once you're in the channel, you can use the search functionality to locate Thena. You can find Thena by using the '@' symbol followed by its name, that is, '@Thena'. As you start typing, matching suggestions should start to appear.

Upon finding Thena in the suggestions, you will need to add it to your channel. Adding Thena manually ensures that even in private channels, you can harness the bot's capabilities to effectively manage your internal triage processes. With Thena added to your private channel, you can look forward to streamlined operations and enhanced productivity.

App Home

Manage Requests from Customers

If you recall, in the How to Get Started guide we recommended adding Thena to the top of your Slack navigation.

Here's a quick flow on how to set that up if you haven't already

1. Take a customer request

• From the Thena Slack app, you can take a request by selecting the request and following the workflow through to the internal triage channel.

2. Assign a request

• From the Slack app, you can go to the requests assigned to you and pick someone else at the company to take a look.

3. Create a ticket to re-route to a ticketing platform

• From the Slack app, you can go to the request and then click on "create a ticket" to send to your ticketing platform.

4. Close a request

   • From the Slack app, you can find a request that's open and then close it by clicking through the "view notification" and then pressing "close".

FAQs

What does the 'Not a request' button do?

If a message has incorrectly been detected as a request, you can click on 'Not a Request' option. Thena will automatically remove this message as an existing request. Also, the Not a request feature will help our ML model in accurately predicting requests for specific use cases in every workspace.

Why do I see different requests to my manager or teammate?

Thena admins see all the requests even if they are not part of a channel. Thena users see only the requests of the channels they are part of.

Unable to create a channel using the webapp for Request Triages

During installation, if you are unable to create a channel for Request Notifications (triages), it is likely because the Slack workspace admin has limited the people who can create public channels (to workspace owners). The setting is found in Permissions tab within Slack settings.