Add Thena to Slack channels

Add the Thena app to your external Slack channels to set up Thena. Each channel with Thena added becomes an account on the Thena platform. The setup screen allows you to search through all channels in your Slack workspace. Adding Thena to a Slack Connect or guest channel where a customer has been invited is possible.

Private channels

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Thena web app does not support adding the Thena app to private Slack channels.

In Slack, private channels restrict interactions to invited users, so Thena can't be added automatically or in bulk. You'll need to add Thena manually to a private channel. Here are two ways to do that:

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.

Use @Thena

• Go to the private channel.
• Type @Thena and send the message.
• A modal will ask if you want to 'Add Thena to this channel'. Click yes.

When adding Thena by typing @Thena in Slack channels, you will need to choose one of three options to configure the channel:

1. Customer channel: Creates an account.
2. Internal helpdesk: This is for internal support and allows team members to resolve queries efficiently.
3. Others: For triage, alerts, notifications, and tagging.

Remove Thena from Slack channels

Deleting the account in Thena automatically removes the Thena bot from Slack channels.

• Go to the Thena web app.
• Navigate to Customer > Accounts.
• Enable Edit Mode (admins only).
• In the far-right column of the table, click the three dots (…) and select Delete.