Thena AI is a powerful Slack-native customer engagement platform that empowers B2B teams to provide real-time, high-touch customer service directly within Slack. Designed for Slack-first organizations, Thena helps customer-facing teams — including support, success, sales, and revenue teams — deliver proactive service, manage requests, and drive retention through AI-assisted workflows.
By integrating deeply with Slack and popular CRM tools, Thena enables teams to track, triage, and resolve customer issues faster, without switching contexts or platforms. It transforms fragmented Slack channels into structured customer support and revenue pipelines.
Features
Slack-Native Inbox: Centralized customer request inbox inside Slack, enabling teams to manage and prioritize conversations efficiently.
AI-Powered Triage: Automatically detects, categorizes, and routes customer messages using natural language understanding.
Real-Time Notifications: Get alerts for new messages, priority issues, and SLA breaches — all inside Slack.
Custom Workflows: Automate support and engagement workflows with rule-based or AI-driven triggers.
CRM Integrations: Connect with tools like Salesforce, HubSpot, and Zendesk to sync customer data and context.
Reporting & Analytics: Monitor support performance, customer satisfaction, and team responsiveness in real time.
CSAT Collection: Automatically collect Customer Satisfaction feedback directly in Slack.
Collaborative Resolution: Enable internal teams to collaborate across private and shared Slack channels with full visibility.
Enterprise Security & Compliance: SOC 2-compliant with role-based access controls and data privacy standards.
How It Works
Install Thena in Slack: Start by adding Thena to your Slack workspace via the app directory or thena.ai.
Connect CRM and Support Tools: Integrate Thena with your existing systems like Salesforce, HubSpot, or Zendesk.
Enable AI Triage: Let Thena monitor Slack channels and auto-detect customer messages that need action.
Collaborate Internally: Use the shared inbox and internal notes to loop in cross-functional teams seamlessly.
Track and Resolve: Convert customer messages into actionable tickets or tasks with assigned owners and due dates.
Analyze and Improve: Use dashboards and reports to assess team performance and customer trends.
Use Cases
Customer Support Teams: Manage incoming customer issues directly from Slack channels with structured workflows.
Customer Success Managers: Stay proactive with health checks, follow-ups, and product feedback loops.
Sales & Revenue Operations: Track upsell opportunities or expansion conversations initiated in Slack.
Product Managers: Collect product feedback in real-time and close the loop with customers faster.
Cross-Functional Collaboration: Bring together support, engineering, and product teams to resolve customer issues efficiently.
Pricing
As of June 2025, Thena AI offers pricing tiers tailored for teams of all sizes, but pricing details are not publicly listed on the website. It is likely offered as a custom or usage-based model, depending on the number of users, features, and integrations required.
Free Trial: Available upon request
Team Plan: Suitable for small-to-mid-sized customer-facing teams
Enterprise Plan: Designed for large organizations with advanced integration, support, and compliance needs
To get a custom quote or book a demo, visit: https://www.thena.ai/#request-demo
Strengths
Built for Slack-First Teams: Native experience for companies operating heavily on Slack.
AI Automation: Reduces manual triage and accelerates customer response times.
Cross-Tool Integration: Connects CRM, support, and internal tools for seamless collaboration.
Real-Time Visibility: Teams stay informed on customer needs without leaving Slack.
Improved SLA Compliance: Helps meet SLAs by surfacing urgent issues automatically.
Scalable for B2B SaaS: Designed to support rapid scaling with robust reporting and management tools.
Drawbacks
Slack Dependency: Not suitable for companies not using Slack as their primary communication channel.
Pricing Transparency: Pricing is not listed publicly, which may require consultation to estimate costs.
Learning Curve for Non-Slack Users: Teams new to Slack may need time to adapt to the Slack-native model.
No Standalone Web Dashboard (as of now): Full functionality is tightly integrated into Slack.
Comparison with Other Tools
Compared to customer engagement platforms like Intercom, Zendesk, or Front, Thena AI offers a Slack-first approach, which is ideal for modern B2B teams that communicate primarily in Slack.
vs. Intercom: Intercom is focused on web chat and support widgets; Thena is optimized for internal and shared Slack interactions.
vs. Zendesk: Zendesk is a full-fledged ticketing system, while Thena provides a lightweight, Slack-native alternative.
vs. Front: Front manages email and team inboxes; Thena specializes in Slack channels and AI triage within chat environments.
Thena is the right fit for teams looking to consolidate customer support and engagement inside Slack without adding more tools or switching contexts.
Customer Reviews and Testimonials
While third-party review platforms like G2 and Capterra have limited reviews as of mid-2025, testimonials from early customers featured on the website show high satisfaction:
“With Thena, our CSM team lives in Slack — no more switching to ticketing tools.”
“We cut our customer response time in half. Thena keeps us accountable and organized.”
“Thena gave our support team real visibility into shared Slack channels. It’s like a helpdesk inside Slack.”
Customers highlight reduced resolution time, greater team alignment, and better customer experience as core outcomes.
Conclusion
Thena AI is a powerful and intuitive platform that helps Slack-first businesses manage customer conversations with AI-driven automation and structured workflows. By eliminating the need to leave Slack to manage tickets or CRM tasks, Thena streamlines how companies respond to, track, and learn from customer interactions.
If your company is operating heavily on Slack and looking to optimize customer support, success, and revenue engagement workflows, Thena AI offers a modern, scalable, and intelligent solution.
