Agent Access
Connecting an AI agent to answer tickets.
- How do I change the agent's instructions?Edit the text in Settings → Agent Access → Instructions and click Save. These instructions are sent to every agent…Admin & billing
- How do I choose which projects the agent works on and who gets escalations?In Settings → Agent Access, go to What the agent can work on. Tick the projects the agent may see and the people…Admin & billing
- How do I connect an agent app to WorkHub?Add WorkHub as a custom connector in your agent app using the Connector URL from Settings → Agent Access. Then sign in…Admin & billing
- How do I manage the agent's knowledge base?The knowledge base is in Settings → Agent Access → Knowledge base. It holds answers the agent may give customers…Admin & billing
- 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…Admin & billing
- How do I turn off Agent Access or disconnect an agent?To stop all agents at once, click Turn off in Settings → Agent Access. To remove one connection, click Disconnect next…Admin & billing
- The agent can't see a ticket or won't connect. What should I check?Most problems come from the agent being turned off, the ticket's project not being ticked, or the connection having…Admin & billing
- What happens when the agent escalates a ticket?When the agent decides a ticket needs a person, it escalates it. The ticket is assigned to your escalation contacts…Admin & billing
- What is Agent Access, and what can a connected agent do?Agent Access lets you connect an outside support agent app to WorkHub so it can work your support tickets. The agent…Admin & billing