Thena

What is Thena?

Thena is an AI-powered customer support platform built specifically for B2B teams. It unifies Slack, email, and chat into a single flow, allowing support teams to route, respond, and resolve customer issues from one place. The platform combines AI automation with human intelligence to handle complex support tasks, making it a new-generation ticketing system.

How Thena works

Thena integrates with B2B communication channels like Slack, email, and chat, turning conversations into trackable tickets. It uses AI to auto-triage and route tickets, respond to customers, apply fields, create tickets, and escalate issues instantly. Human agents can collaborate with AI agents, with full account context available across all channels. The platform also offers customizable boards and role-based controls to streamline team processes.

Main features

• Omni-channel support: Unify Slack, email, and chat into one workflow.
• AI agents: Purpose-built AI agents handle repetitive tasks, respond to customers, and escalate issues.
• Auto-triage and routing: Automatically categorize and assign tickets to the right teams.
• Customizable boards: Streamline team processes with role-based controls.
• Support hub: Build branded private or public help centers to consolidate support content.
• Automation: Trigger workflows with AI and human logic.
• Integrations: Connect or build apps for AI agents to manage data and APIs.
• Account tracking: Centralize customer data across channels for human and AI agents.
• Slack-native support: Detect and manage tickets directly in Slack with full account context.
• Multi-channel broadcasts: Share product updates and announcements across Slack, Teams, and email.

Pricing

Thena offers a free plan with no credit card required. For detailed pricing plans, visit the pricing page. AI capabilities are included in all plans.

Common use cases

• B2B companies providing customer support via Slack, email, and chat.
• Teams looking to automate repetitive support tasks while maintaining human oversight.
• Organizations needing a unified view of customer interactions across multiple channels.
• Support teams wanting to build branded help centers and knowledge bases.

Limitations

• The platform is specifically designed for B2B support, which may not suit B2C use cases.
• While AI handles many tasks, complex issues may still require human intervention.
• The free plan may have limitations on features or usage.

Summary

Thena is an AI-driven customer support platform tailored for B2B teams, unifying Slack, email, and chat into a single workflow. It offers AI agents, auto-triage, customizable boards, and a support hub, with AI included in all plans. It is ideal for B2B companies seeking to streamline support operations and improve response times.