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Workflow configuration in Thena

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🔄 What’s a workflow?

Workflows in Thena are powerful automation tools that help you streamline repetitive tasks, ensure consistency, and improve your team’s efficiency. A workflow consists of:
  • Trigger events that start the automation
  • Conditions that determine when it should run
  • Activities that perform the actual work
  • Status controls to activate or pause automation
You can create workflows to handle everything from ticket routing and escalation to notifications and data updates across your entire support process.
Start with simple workflows and gradually add complexity as your team becomes more comfortable with automation.

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⚡ Trigger events

Trigger events are what kick off your workflows. Thena supports a wide range of events from both the platform and integrated applications.

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Common trigger events

Ticket events

• Ticket created
• Ticket updated
• Ticket status changed
• Ticket comment added
• Ticket assigned/reassigned

Integration events

• Slack message sent
• Email received
• Form submission
• External app events
• Scheduled/timer events
Whether it’s a new high-priority ticket or a customer reply, events give you precise control over when automation should activate.

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🎯 Workflow conditions

Conditions let you create smart filters that determine exactly when your workflow should run. You can build rules using any field or property available in the trigger event.
Filter based on priority, status, assignee, account, custom fields, or any ticket data.
Target workflows based on user type, permissions, team membership, or custom properties.
Use sentiment, keywords, or message content to trigger specialized workflows.
Consider business hours, timezone, or historical data when deciding to activate.
Use match all (AND) or match any (OR) logic to create precise targeting for your automation needs.

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🛠️ Activities and actions

Activities are the actual work your workflow performs. Thena provides a rich library of built-in activities plus support for custom integrations.

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Built-in activities

Ticket management

• Create or update tickets
• Change status or priority
• Assign to agents or teams
• Add comments or notes
• Set due dates

Communication

• Send Slack notifications
• Email stakeholders
• Create announcements
• Update external systems
• Log activity

Data operations

• Update account information
• Create or modify records
• Sync with external databases
• Generate reports
• Archive data

Flow control

• Add delays or wait periods
• Branch based on conditions
• Loop through data sets
• Error handling and retries
• Workflow orchestration

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Visual workflow builder

Create workflows using Thena’s intuitive drag-and-drop interface:
  • Visual canvas for designing workflow logic
  • Activity library with all available actions
  • Connection lines showing the flow between activities
  • Real-time validation to catch configuration issues
  • Testing tools to verify your workflow before activation

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📋 Managing workflows

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Workflow dashboard

Your workflow dashboard gives you complete visibility and control:

Active monitoring

See which workflows are running and their current status

Quick controls

Enable or disable workflows with a single click

Performance tracking

Monitor execution times and success rates

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Workflow actions

View and edit

Modify workflow logic, update conditions, or add new activities

Execution history

Review past runs, debug issues, and track performance metrics

Duplicate workflows

Clone existing workflows as templates for new automation

Version control

Track changes and roll back to previous versions when needed

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🔗 Integration and automation

Workflows integrate seamlessly with your existing tools and processes:

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Cross-platform automation

Slack integration

Automatically notify channels, create threads, or update status messages

Email automation

Send personalized responses, escalation notices, or status updates

Custom apps

Connect to any external system via webhooks or API calls

Data sync

Keep information current across all your business systems

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Advanced features

Error handling

Built-in retry logic and compensation strategies for failed activities

Rate limiting

Automatic throttling to respect API limits and system resources

Conditional branching

Create complex logic flows with multiple paths and decision points

Data templating

Use dynamic variables and liquid templates for personalized content

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📊 Workflow examples

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High-priority ticket escalation

Trigger: Ticket created with priority = “High”
Conditions: Business hours AND account tier = “Enterprise”
Activities:
  1. Assign to senior support team
  2. Notify team lead via Slack
  3. Set due date to 2 hours
  4. Add escalation tag

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Customer response automation

Trigger: Ticket comment added
Conditions: Comment author = customer AND ticket status = “Waiting on customer”
Activities:
  1. Change status to “In progress”
  2. Assign to available agent
  3. Remove “waiting” labels
  4. Log response time

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Weekly report generation

Trigger: Schedule (every Monday 9 AM)
Conditions: Team has active tickets
Activities:
  1. Generate ticket summary
  2. Calculate team metrics
  3. Send report to stakeholders
  4. Update dashboard widgets

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🧠 Best practices

Start simple

Begin with basic workflows and add complexity gradually as your team learns

Test thoroughly

Use the testing tools to verify workflows before activating in production

Monitor performance

Regularly check execution logs and success rates to optimize workflows

Document purpose

Give workflows clear names and descriptions so your team understands their purpose

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🔔 Workflow status and monitoring

Once active, workflows provide real-time feedback and monitoring:
  • ✅ Successfully executed (e.g., Completed in 1.2s)
  • 🟨 In progress (e.g., Running activity 2 of 5)
  • 🔴 Failed execution (e.g., Error: API timeout)
  • ⏸️ Paused workflow (e.g., Manually disabled)
Your team always knows the status of automation—and can intervene when needed to ensure smooth operations.