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Recruitment
Your AI team, on your terms.
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.
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.
Meet Jamie
Jamie is our first AI agent—built for frontline ticket workflows. He’s capable of:
L1 deflection
L1 deflection
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
AI title generation
AI title generation
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
Ticket summarization
Ticket summarization
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
Status updates
Status updates
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
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.