A year of shipping agents at Thena

I joined Thena in January 2025 to put agents into a B2B support product that already lived in Slack, email, and tickets. The first three months were a chat interface with memory and retrieval. After that the work was the rest of the surface: workflows that change tickets, a copilot that can call tools, logs that show what the model did, and a way for Claude or Raycast to talk to the same data.

The numbers I still use: 85% lower chat latency, 66% faster workflows, after caching, checkpointing, and queued RAG. The harder part was not the model. It was idempotency when two agent turns try to update the same ticket, and evals that catch a bad tool call before a customer sees it.

Thena published product posts on AI Logs, web chat, the copilot, auto-responders, and MCP. I did not write those articles. They are a reasonable description of the features.