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In Thena, you can recruit AI agents that are operational from day one—ready to take on real work with enterprise-level control. These agents aren’t generic chatbots; they’re smart, brand-aligned digital teammates trained on your knowledge and configured for your workflows.

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Built for control and customization

Modular

Pick and enable flows relevant to your team’s needs.

Trainable

Upload documentation, guides, and structured knowledge into a dedicated knowledge hub.

Scoped

Control exactly where and when agents act using conditions in workflows (e.g., only for commercial accounts or Slack-only tickets).

Prompt-configurable

Fine-tune how they respond with customized prompts per flow.

Permissioned

Grant agents selective access to tools and platforms they need to operate.

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Meet Jamie

Jamie AI agent interface Jamie is our first AI agent—built for frontline ticket workflows. He’s capable of:

Automatically resolves low-complexity tickets based on existing knowledge.

Use case:

Deflect common “how-to” or informational queries for specific customer segments via email channel only. You maintain full control over which audiences this applies to.

Workflow condition:

If account = commercial and source = email → Enable Jamie’s L1 deflection

Generates concise, useful titles based on the ticket conversation.

Use case:

Enable title generation only for Slack channels tagged with #product-feedback. Keeps inbound feedback organized and readable for PMs.

Workflow condition:

If source = Slack and tag = product feedback → Enable AI title generation

Jamie reads entire conversations and generates quick summaries.

Use case:

Activate summaries only when tickets are escalated to Tier 2. Helps senior agents get up to speed fast.

Workflow condition:

If group = Tier 2 → Enable ticket summarization

Jamie detects context and automatically updates ticket statuses (e.g., to “Waiting on customer”).

Use case:

Enable for customer-facing tickets to automatically reflect engagement status and improve SLA tracking. Jamie can shift statuses based on intent and replies.

Workflow condition:

If type = customer support → Enable status update flow

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The flow-to-workflow bridge

Each agent flow can be linked to Thena workflows, giving you granular control.

You can control:

  • When it activates
  • For which accounts or channels
  • Under what priority, sentiment, or other conditions

This means agents don’t just act—they act intelligently within the bounds you define.