Overview

Set up workflows to automate repeated tasks or trigger actions to relay the next step for you. List of workflows supported:

• Auto-add Thena to channels
• Reopen requests on customer response
• Move 'On hold' to 'In progress' on customer response
• User entry notification
• User exit notification

Configuration

Auto-add Thena to channels

• Toggle: Enable or disable this feature by switching the toggle on/off.
• Set condition & values: Define the condition for auto-adding Thena to channels:
• Condition: Channel name starts with
• Value: Specify the prefix (e.g., ext-thena-) that a channel name must begin with for Thena to be auto-added.
• Instructions: Thena will automatically join any channel where the name starts with the specified value.

Reopen requests on customer response

• Toggle: Enable or disable this feature by switching the toggle on/off.
• Behavior: When enabled, if a message is sent in a thread tied to a closed request, the request will automatically reopen.

Move 'On hold' to 'In progress' on customer response

• Toggle: Enable or disable this feature by switching the toggle on/off.
• Behavior: When enabled, a response in a thread tied to an 'On hold' request will move it back to 'In progress'.

User entry notification

• Toggle: Enable or disable this notification by switching the toggle on/off.
• Workflow condition: Define the type and values for the workflow:
• Condition type: By channel names
• Value: Specify the value that triggers the workflow (e.g., alerts-join-leave).
• Notification channel: Notifications will be sent to the selected channel (e.g., alerts-join-leave).

User exit notification

• Toggle: Enable or disable this notification by switching the toggle on/off.
• Workflow condition: Define the type and values for the workflow.
• Condition type: By conditions
• Channel name starts with: Set the prefix that triggers the workflow (e.g., ext-thena).
• Notification channel: Notifications will be sent to the selected channel (e.g., alerts-join-leave).

📘

Ensure Thena has the necessary permissions to join channels automatically. Also, Thena will not be able to automatically join private channels since Thena's application cannot see private Slack channels by default.