Thena vs Unthread
A side-by-side comparison of Thena and Unthread on what each one charges, what it meters, and which plan every capability actually sits on.
The short answer
1 of the 20 capabilities tracked on both differs. Thena starts at $29/seat/mo, Unthread at $50/seat/mo.
| Measure | Thena | Unthread |
|---|---|---|
| Starts at | $29/seat/mo | $50/seat/mo |
| Charged per | Each agent seat | Each agent seat |
| AI billed at | tickets/month allowance, no rate published | conversations/month allowance, no rate published |
| Included, where the other says no | 0 capabilities | 0 capabilities |
Capability by capability
1 of the 20 capabilities tracked on both products differs.
Channels
| Capability | Thena | Unthread |
|---|---|---|
| IncludedStarter. | IncludedEmail inboxes feed the same conversation model, and a Slack thread reply with /unthread send appended is delivered to the customer by email. | |
| Live chat | IncludedStandard, $79/user/month billed annually. Listed as "AI web chat". | IncludedIn-app chat widget that routes into Slack, plus an embedded customer portal. |
| Slack Connect | IncludedStarter, $29/user/month billed annually. | IncludedThe core motion. A shared Slack Connect channel maps to a Customer record; anyone outside your email domain posting in it is classified a customer and opens a tracked conversation, anyone in your Slack workspace is an agent. Role overrides per channel are available. Threads are one conversation each; top-level messages group by a configurable time gap defaulting to one hour; conversations can be merged and split afterwards. |
| Microsoft Teams | IncludedEnterprise only. Listed under "Everything in Standard +" on the $119/user/month card. | IncludedNot stated on the pricing page. The vendor labels the integration beta: "This feature is currently in beta and actively being developed." |
| Community forum | IncludedStandard. | Not published |
Ticketing
| Capability | Thena | Unthread |
|---|---|---|
| Shared inbox | Not published | IncludedA Slack inbox and a web inbox with a Kanban board over the same conversations. |
| SLA policies | IncludedStarter. | IncludedSLA policies and instances have full CRUD in the API, unlike automations. Policy writes need a workspace owner or admin service account. |
| Business hours | IncludedMulti-level working hours, used by auto-responders and SLA calculation. | Not published |
| Macros / saved replies | IncludedSnippets. A documented product feature with no endpoint anywhere in the API reference, so saved replies cannot be extracted. | IncludedTemplates under Outbound, inserted with a slash command, supporting rich formatting, images, buttons and embedded surveys. No API endpoint, so they do not export. |
| Merge & split | Not published | IncludedConversations can be merged or split after tracking, which is what makes grouped top-level Slack messages recoverable when the grouping guesses wrong. |
| Custom fields | IncludedTicket, account, contact and custom object fields, with a custom fields API and custom object events. | IncludedTicket types carry custom fields, and both have API endpoints. |
| Custom objects | Included | Not published |
| Ticket forms | IncludedCascading forms with conditional field visibility, usable from web, Slack, the API and the customer portal. The form reorder endpoint is standard and enterprise only. | IncludedTicket types with checklists and input fields, which AI can pre-fill when the intake setting is "Engage AI Agent". |
Routing & automation
| Capability | Thena | Unthread |
|---|---|---|
| Workflow builder | IncludedStandard. The comparison table leaves the Workflows row blank on Starter. | Included"AI automation builder" is listed only on Enterprise. The docs add that automations must be enabled for trial accounts and that custom actions must be enabled for the tenant. |
| Escalation rules | IncludedEscalation on SLA breach, sentiment or urgency, and rule-based routing of tickets to groups or members. | Not published |
AI resolution
| Capability | Thena | Unthread |
|---|---|---|
| Autonomous resolution agent | IncludedStandard, where AI auto-responses and the AI agent studio appear. Unlimited AI agents are Enterprise. | Not published |
| Handoff to human | IncludedHandoff is one of the agent flow actions, and the AI logs tab records fallbacks to a human when the agent defers on policy or confidence. | Not published |
AI assist
| Capability | Thena | Unthread |
|---|---|---|
| Summarization | IncludedStarter. Listed as "AI ticket summaries". | Not published |
| Auto-tagging | IncludedStarter. Listed as "AI tagging". | IncludedAI applies tags at conversation creation only, and manual changes override. AI also sets ticket type, generates titles and posts a two to three sentence summary into the triage channel on close. |
| Sentiment analysis | IncludedAI prompts on a Slack source predict sentiment and urgency and generate the ticket title and description. | IncludedNumerical sentiment score per conversation. |
Knowledge base
| Capability | Thena | Unthread |
|---|---|---|
| Public help center | IncludedStarter, capped at two help centers per the homepage plan card. The pricing page comparison table prints "Unlimited" and "2" on the Help centers row without aligning either to a column. | IncludedUnthread's own documentation site runs on it and carries a "This site is powered by Unthread. Get your own support portal" footer. |
| Custom domain | IncludedPer help center, with a dedicated custom domain endpoint in the Help Center API. | Not published |
| AI answers over KB | IncludedStandard RAG over uploaded PDFs and DOCX files up to 100MB each, plus public URLs that are crawled to their linked sub-pages. Pages behind a login are skipped. | IncludedNo AI feature is named on the Basic card. Pro is described as having "AI automation at the core"; the "AI automation builder" and "Self-learning documentation" lines appear only on Enterprise. |
Reporting
| Capability | Thena | Unthread |
|---|---|---|
| Raw data export | IncludedNo tier condition is stated on the export documentation, so it appears to be on every paid plan. | API onlyCursor-paginated JSON over the API for conversations, messages, attachments, customers, users, tags, ticket types, surveys and knowledge base articles, plus a CSV download from the analytics dashboard. No single-click account export and no archive file. |
| Data warehouse sync | Not publishedNo warehouse destination is documented. The docs index lists no Snowflake, BigQuery, Redshift or S3 integration and the apps documentation covers Jira, Linear, HubSpot, Salesforce and webhooks only. | IncludedA Snowflake integration exists and connects with a dedicated service user, scopable read-only or read-write per table or schema. The documentation covers authentication and RBAC scoping and does not enumerate which Unthread objects are written, on what cadence, so this is not a documented full egress path the way a published warehouse schema would be. |
| CSAT / NPS | IncludedStarter. | Included"NPS & CSAT surveys" is listed on Pro, not Basic. |
Collaboration
| Capability | Thena | Unthread |
|---|---|---|
| Internal notes | IncludedPrivate notes plus internal threads, which are separate side conversations on a ticket that sync bidirectionally with a Slack channel. | Not published |
| Approvals | Not published | IncludedApproval requests are a first-class object with create and list endpoints, assignable to a user or a group. |
Enterprise
| Capability | Thena | Unthread |
|---|---|---|
| SAML SSO | Not publishedNot named on the security page, in the DPA, in the terms or anywhere in the documentation. The only SSO reference is customers signing in to the portal with a provider such as Google, which is consumer login rather than enterprise SAML. | Included"Single sign-on (SSO)" is listed only on the Enterprise card. |
| SCIM provisioning | Not publishedNot named on any vendor page. | Included"HRIS integration & directory sync" is listed only on Enterprise. |
| Role-based access control | IncludedThe comparison table prints "Unlimited" and "Limited" on the RBAC row without saying which tier gets which. | IncludedRole-based access control is described on the security page with no gate; "Custom RBAC permissions" is an Enterprise line on the pricing card. |
| Audit logs | Not publishedA marketing FAQ claims activity is tracked through audit logs. No audit log page exists in the documentation index and no audit log endpoint exists in the API reference. AI logs cover what an AI agent did on a ticket, which is a different thing. | IncludedEnterprise only. Verbatim: "Note: this feature is only available on the Enterprise plan." |
| HIPAA / BAA | Not publishedHIPAA appears nowhere on the security page, in the DPA or in the customer agreement. | Included"HIPAA & BAAs" appears only on the Enterprise card. The security page states BAAs are available without naming a tier, so the pricing page is the stricter and more specific source. |
| SOC 2 | IncludedNo gate stated. Annual independent third-party SOC 2 Type II audits, monitored with Vanta. | IncludedNo gate stated. SOC 2 Type II, report available under NDA through the trust centre. |
| GDPR | IncludedNo gate stated. A full DPA is published rather than offered on request, with named EU and UK representatives. | IncludedNo gate stated. |
| Data residency | Not publishedNo region choice, hosting location or residency commitment is stated on the security page, in the DPA or in the documentation. The DPA acknowledges restricted international transfers without naming where data sits. | IncludedNot stated. "Dedicated hosting" is an Enterprise line on the pricing card and the security page describes residency as "isolated, dedicated database instances", which reads like the same product, but the vendor does not join them. |
| Right-to-erasure tooling | Not published | IncludedBy email request: "In order to request a copy or deletion of your personal data, please contact support+data@unthread.io". No self-serve deletion control is documented. |
Developer
| Capability | Thena | Unthread |
|---|---|---|
| REST API | IncludedStandard. The comparison table leaves the API row blank on Starter, prints "Limited" for Standard and "Unlimited" for Enterprise. | Included"Basic integrations & API" is listed on Basic, the cheapest paid plan. |
| Webhooks | IncludedStandard. Blank on Starter in the comparison table. | IncludedHMAC-SHA256 signed, four event types: conversation_created, conversation_updated, conversation_deleted and message_created. Retried up to four times, auto-disabled after 100 consecutive failures or a 410. |
| App framework | IncludedCustom apps appear on the Apps row of the comparison table. | Not published |
| Published rate limits | Included60 requests per minute per user, org and IP on the standard tier, custom on enterprise, with X-RateLimit headers on every response and a documented 429. | Not publishedNo rate limit anywhere in the API reference. The only ceiling stated is a 100-record page limit on list endpoints. |
Both entries last checked Sep 9, 2026.
What Thena costs
$29/seat/month
3 published plans, billed annually- Billing unit
$29 /user/month - Free tier
No - AI pricing
Not published - Vendor calls it
tickets/month - Human handoff
Not published - Reopened chat
Not published - AI billing window
Not published - Data export
Self-serve - Automation export
Partial
4 of 9 not published by Thena, checked
What Unthread costs
$50/seat/month
2 published plans, billed annually- Billing unit
$50 per agent / month on the annual toggle - Free tier
No, 14-day trial - AI pricing
Not published - Vendor calls it
conversations/month - Human handoff
Not published - Reopened chat
Not published - AI billing window
Not published - Data export
Self-serve - Automation export
Not offered
4 of 9 not published by Unthread, checked