In this article, you'll learn:
The Modern Support Challenge
Today’s customers have diverse expectations. Some want instant responses via Slack, while others rely on detailed communication through email or prefer using Microsoft Teams for collaboration. Modern support teams must cater to all these preferences while maintaining speed, accuracy, and consistency.
Here are some common challenges they face:
Channel overload: Managing conversations across Slack, Email, and Teams leads to scattered workflows and missed follow-ups.
Manual processes: From triaging requests to assigning tasks, manual handling of repetitive tasks slows teams down.
Escalation bottlenecks: Issues that need immediate attention often get delayed due to a lack of automation.
Human error: Manual triaging and task assignment increase the risk of errors that can harm customer relationships.
Support teams need more than just tools—they need automation that works across their entire tech stack and adapts to their processes. That’s exactly what Thena Workflows delivers.
Introducing Thena Workflows
Thena Workflows is a powerful automation feature that helps support teams handle customer interactions effortlessly, no matter the channel. By automating repetitive tasks and ensuring timely actions, Workflows empower your team to focus on solving customer problems, not managing processes.
Here’s what sets Thena Workflows apart:
Seamless Automation: Workflows execute predefined tasks automatically, ensuring nothing falls through the cracks.
Cross-Channel Support: Whether your customers reach out on Slack, Email, or Microsoft Teams, Workflows keep everything organized and consistent.
Customizable for Your Needs: You can tailor workflows to match your team’s unique processes and customer expectations.
With Thena Workflows, you’re not just optimizing operations—you’re transforming the way your team delivers support.
How Workflows Work
At its core, Thena Workflows operate through three simple steps:
Trigger: Identify the event that starts the workflow. For instance, a customer message received on Slack or a ticket created via email can act as triggers.
Condition: Define the rules that guide the workflow. Filters like “VIP customer,” “priority level,” or “time since last response” help refine actions.
Action: Automate the next step, such as routing a ticket to the right agent, notifying a manager, or updating the customer.
These steps allow you to create workflows that are both simple and sophisticated, adapting perfectly to your team’s needs.
Why Workflows Are Essential for Modern Teams
Modern support teams face unprecedented pressure to deliver fast, accurate, and scalable solutions. With Thena Workflows, you can:
1. Reduce Workload and Save Time
Repetitive tasks like assigning tickets, escalating issues, or sending reminders eat into your team’s time. Automating these tasks lets your team focus on complex problems that require human expertise.
2. Enhance SLA Compliance
Keeping track of SLAs across multiple channels can be tricky. Workflows help ensure deadlines are met by automatically escalating overdue tickets or sending alerts when action is needed.
3. Scale Support Effortlessly
As your business grows, so does the volume of customer inquiries. Workflows let you handle increased demand without additional staffing, ensuring your team stays efficient and stress-free.
4. Deliver Consistency Across Channels
When your customers use Slack, Email, and Microsoft Teams to connect with you, it’s crucial to maintain a uniform support experience. Workflows provide a consistent structure to manage all channels seamlessly.
Built for Teams Using Slack, Email, and Microsoft Teams
One of Thena Workflows’ greatest strengths is its ability to adapt to the tools your team already uses. Whether it’s Slack, Email, or Microsoft Teams, Workflows integrate deeply to help you:
Manage Slack Support: Use Workflows to route messages from VIP customers, notify agents of critical issues, and escalate unresolved requests automatically.
Streamline Email Requests: Automate ticket creation, assignment, and follow-ups to keep your email queue moving smoothly.
Simplify Microsoft Teams Coordination: Manage internal collaboration and external customer communication in Teams without missing a beat.
By bringing automation to these key channels, Thena Workflows unify your support processes, enabling your team to work smarter, not harder.
Use Cases That Drive Impact
Thena Workflows aren’t just a feature—they’re a solution to real-world problems. Here are some examples of how Workflows can transform your support operations:
1. Smart Request Routing
Automatically assign high-priority tickets from enterprise customers to senior agents, ensuring swift resolutions.
2. Proactive Escalations
Set triggers to escalate unresolved issues to managers or team leads before SLA deadlines are missed.
3. Customer Follow-Ups
Automate follow-ups for pending customer responses, ensuring timely communication without manual effort.
4. Channel-Specific Optimization
Handle Slack conversations with real-time routing while maintaining detailed email ticket workflows, all through a unified process.
5. Internal Notifications
Notify teammates instantly when specific conditions are met, such as a critical customer request arriving during off-hours.
How Thena Workflows Empower Teams
Here’s what makes Thena Workflows the ideal choice for modern support teams:
Adaptable: Tailor workflows to match your processes, whether you’re a startup or an enterprise.
Scalable: Handle increased request volumes with ease as your business grows.
Easy to Use: Create workflows without needing technical expertise, thanks to our intuitive interface.
Insightful: Use workflow analytics to track performance and refine your processes.
Getting Started with Thena Workflows
Thena Workflows are designed to be easy to implement, even for teams new to automation. Here’s how to get started:
Access the Workflows Feature: Log into Thena and navigate to the Workflows section.
Create Your First Workflow: Use our step-by-step guide to define triggers, conditions, and actions.
Test and Optimize: Run test cases to ensure your workflows operate smoothly.
Go Live: Deploy your workflows and watch as your team reclaims time and efficiency.
For detailed instructions and best practices, check out our Workflows Documentation.
The Future of Support, Automated
Customer support is evolving, and automation is at the heart of this transformation. Thena Workflows empower your team to deliver faster responses, consistent experiences, and stronger relationships across Slack, Email, and Microsoft Teams.
With Workflows, you’re not just managing support—you’re redefining it. Join the teams already leveraging automation to stay ahead of customer expectations and set a new standard for service excellence.
Ready to take your support to the next level? Start using Thena Workflows today.
