Thena
FreemiumAI-powered omni-channel customer support platform with smart routing and intelligent agents for B2B teams.
Overview
Thena unifies Slack, email, and chat into one streamlined support workflow. The platform features AI-driven ticket routing, multi-persona management, and intelligent automation to help B2B teams resolve customer issues efficiently across all channels while maintaining enterprise-grade security standards.
Detailed Review & Features
Thena transforms how B2B organizations handle customer support by bringing together omni-channel capabilities with advanced AI technology. The platform consolidates tickets from Slack, email, web chat, and Microsoft Teams into a unified dashboard where teams can route, respond to, and resolve issues in one seamless flow. Each ticket can be assigned to specific team members or groups based on customizable logic, ensuring the right person handles each inquiry. The AI-powered routing engine analyzes incoming messages and automatically assigns tickets to appropriate agents or departments. Teams can create custom fields to track specific metrics relevant to their business processes. Service-level agreements (SLAs) ensure critical issues receive prompt attention, while real-time notifications keep everyone informed of important updates. The platform includes built-in knowledge base functionality that allows teams to share articles directly within support flows, reducing response times and improving customer satisfaction scores.
✓Pros
- +Unifies multiple communication channels into one streamlined support workflow
- +AI-powered routing automatically assigns tickets to the right team members
- +Enterprise-grade security protects sensitive customer data and business information
- +Built-in knowledge base reduces response times and improves CSAT scores
- +Customizable fields and SLAs adapt to any B2B support process
✗Cons
- -Limited free plan features compared to paid tiers
- -Advanced AI agent capabilities require higher pricing plans
- -Setup and configuration may require initial training for teams
Key Features
- ▪Omni-channel ticketing from Slack, email, web chat, and MS Teams
- ▪AI-powered smart routing and auto-assignment of tickets
- ▪Multi-persona support with customizable team boards and groups
- ▪Built-in knowledge base for sharing articles within support flows
- ▪Workflow automation for repeatable ticket handling processes
- ▪Real-time notifications and SLA enforcement for critical issues
- ▪Custom fields to track metrics aligned with business processes
- ▪Enterprise-grade security with data protection protocols
Common Use Cases
- •B2B customer support teams managing multiple communication channels
- •Companies needing automated ticket routing and assignment logic
- •Organizations requiring SLA compliance and performance tracking
- •Teams building internal knowledge bases for faster responses
- •Businesses seeking to reduce manual ticket handling workload
Supported Integrations
SlackMicrosoft TeamsGmailOutlookCustom APIs via MCP