Features

Thena can use emoji’s to convey that the request is being looked into/worked on and when its complete/closed out

Unassigned

When a request is detected, it is placed in the Unassigned status.

📘

If you have configured Account Owners for all channels, and set 'Auto Assign to Account Owner' as true, then there will be no requests in Unassigned

In Progress

When a request is assigned to a user, it is marked as 'Looking into it'.

Reactions on the Thread

👀 : The request is being looked into/worked on. This will be added to the request when someone picks up the request. This is bi-directional (the request will be marked as looking into it and assigned to the user if the user enters in the customer thread).

On Hold

The user can choose to mark a request as On Hold. There are currently no automations to move an On Hold request to In Progress/Closed (This will be available in Q1 2024).

Closed

A request can be closed either manually, or using a configured automation. You can close a request after a pre-determined time period has lapsed.

Reactions on the Thread

: The request has been closed out/completed. This will be added to the request when someone closes the request. This is bi-directional (the request will be closed if the user enters in the customer thread).

Default Settings

Reactions on the Thread

Enabled by default in Thena.

FAQs

What automations and workflows are currently supported?

Is there a way for me to configure Thena to only show for requests closed but not as an action? E.g. When I use on a thread where a request is open, it should not close the request?

The reactions on a thread are currently bi-directional. Splitting it is not supported currently in Thena