How do I set up Agent Access?

Set your support address first. Then, in Settings → Agent Access, click Create Henry, tick the projects the agent may work in, and click Turn on.

Steps

1. Go to Settings → Company Settings and make sure Support address (under Support inbox) is filled in and saved. The agent uses this address, so customer replies come back into your support inbox.
2. Go to Settings → Agent Access.
3. Under Status, click Create Henry. This creates the agent user, adds it to your company as an Editor, and copies your default email signature with your name swapped for the agent’s.
4. Under What the agent can work on, tick the Projects the agent may use and the people to Escalate to. Then click Save.
5. Back under Status, click Turn on. It should now say “On: agents can work in WorkHub”.
6. Optionally, add answers to the Knowledge base and review the Instructions.
7. Connect your agent app. See “How do I connect an agent app to WorkHub?”

Good to know

• If you click Create Henry before setting a support address, you’ll get a message asking you to set your company’s support inbox first.
• The agent user has a random password nobody knows and email notifications switched off. It can only sign in through an approved connection.
• The agent appears in User Management like any other user. Don’t disable it, or Agent Access stops working.
• When access is off, a Repair setup button re-checks the agent’s project access and signature.
• The Connector URL you’ll need is shown under Status.