Henry agents

Henry agents answer your customers in the Conversations inbox. They identify the parts a customer asks for and draft the quote, answer questions about orders and invoices, and explain your policies from knowledge you write. When a conversation needs a person, Henry hands it to your team.

Set up Henry agents

Setting up Henry agents takes two steps:

1. Choose the agents for your account. On the HenryAI card in Settings > Features, under Henry agents, switch the built-in agents on or off and create your own agents with their instructions and knowledge. See Built-in agents and Your own agents.
2. Apply them to each inbox. In Settings > Conversation channels, open an inbox's menu and choose Configure Henry agents. Switch each agent on for that inbox and configure it, as described in Set up an inbox.

How Henry answers

When a customer writes to an inbox with agents on, Henry reads the message and passes it to the agent that covers it. A message that asks several things is split, and each agent answers its own part.

• A parts or price request goes to the Parts agent.
• A question about a placed order, a delivery or an invoice goes to the Orders agent.
• A question about how your business works goes to one of your own agents, picked by the topics of its knowledge.
• Anything no agent covers goes to your team.

Henry replies in the customer's language. The first message Henry sends in a conversation says it comes from Henry AI. When a customer only says hello, Henry greets them for the time of day, such as "Good morning. How can we help?".

Built-in agents

Parts agent

The Parts agent identifies the parts a customer wants from a part number, a plate, a VIN, a vehicle or a description of the problem. It checks that you carry them, with stock and the customer's price, and drafts the quote.

It needs a customer it can identify. On WhatsApp it matches the phone number, and otherwise it asks for the VAT number. It never invents a part, a price or a date, never swaps a brand the customer asked for, and never names parts you don't carry.

When it needs the vehicle, it offers the customer's recent vehicles first. If the customer says they'll collect the order, Henry sets it to collect at the counter. For a part that is out of stock, Henry quotes the supplier's lead time, and hands over when there is none.

Orders agent

The Orders agent answers an identified customer's questions about their orders, deliveries, invoices, credit notes and past quotes, using data from your source system.

It only reads. It never cancels or changes an order, never credits or re-sends an invoice, and never gives a delivery date. When a customer asks for a copy of a document, it tells them your team is sending it and passes the request on.

Process agent

The Process agent works in the background and never replies to customers. On each inbox you choose what it does:

• Summarise conversations
• Auto-tag conversations
• Transcribe audio messages
• Analyse images
• Close and reopen conversations: closes a case Henry finished when the customer only says thanks or goes quiet for a day, and decides whether a later message reopens it or starts a new one.

On email inboxes, Email pre-filters skip bounces, auto-replies, spam, newsletters and other noise before Henry reads them.

Your own agents

Your own agents answer questions about how your business works: warranty claims, returns, delivery times, opening hours, payment terms. They answer only from the knowledge you give them.

1. In Henry agents, click New agent.
2. Enter a Name (for example "Claims desk") and a Description of what it explains.
3. Optionally, add Instructions to set its tone and scope. Safety rules, such as answering only from knowledge, can't be loosened.
4. Under Inboxes, tick the inboxes it answers on.
5. Save, then click Knowledge to add what it should know.

Knowledge

Each Knowledge section has a Topic and the text What Henry should know. Henry picks the agent whose topics match the customer's question, so give each section a clear topic.

Click Import to start from a document or a web page. Upload a PDF, a Word file, a text file or a photo, or paste a page address, and click Extract. Scanned PDFs and photos are read too. Henry proposes sections with the business rules it found, and nothing is saved until you review them.

Set up an inbox

Each inbox has its own setup. In Settings > Conversation channels, open the inbox's menu and choose Configure Henry agents. Switch each agent on or off for that inbox and click its cog to configure it.

Review replies before sending

Review replies before sending is on by default for every agent. Henry's reply then waits for the person assigned to the conversation to approve it before it reaches the customer. Switch it off only when you trust the agent to answer on its own.

Parts agent settings

• Quote-share template: the message template Henry uses to send a drafted quote. With None — escalate to a human, every quote goes to your team after Henry drafts it.
• Auto-order threshold: confirmed quotes at or below this total become orders on their own. Leave it empty to approve every order yourself.
• After the order: what Henry tells the customer once they order: Nothing, Shipping time, or Shipping and delivery time.

Warehouses and brands

Limit an agent to some Units, Warehouses and Brands, for example one agent per line of business such as OEM and IAM. Picking a unit covers its warehouses; with nothing picked, the agent works with the warehouses of the inbox's org unit. Anything outside its scope, such as a brand another team handles, goes to your team.

For your own agents, Lookups let the agent check the customer's invoices or orders, only to tell which part a claim or return is about.

Review Henry's replies

When a reply waits for review, the person assigned to the conversation is notified. The card above the reply box shows the exact message that would go out and how long is left to send it.

• Click Approve and send to send it.
• Click Reject to take the conversation yourself. Add an optional comment on what was wrong to help improve Henry.

A reply that isn't reviewed before the WhatsApp 24-hour window closes expires. If the customer writes again, the new reply replaces the waiting one. A waiting reply also can't be sent once someone has taken the conversation over, Henry has been switched off, or the reply was already reviewed; the card tells you which.

When Henry hands over

Henry hands a conversation to your team when it can't help: the question isn't in its knowledge, the customer asks for a person, the part isn't one you carry, the request is outside the agent's warehouses and brands, or the request would change an order or an invoice. The customer isn't told; they hear from you next.

A private note in the conversation explains why in one line, written in your team's language, with what Henry already found: the customer, the vehicle, the parts asked for and the quote. From the note you can:

• Click Link conversation to … to link the conversation to the customer Henry identified.
• Click Complete the quote when Henry drafted a quote it couldn't price, or open or share a priced quote.
• Click Find or create customer with VAT … when Henry doesn't know the customer, to create them as a prospect.

Henry stays out of the conversation until you click Resume Henry. If the reason was something you could fix, such as identifying the customer, Henry answers the handed-over message again; otherwise it waits for the customer's next message.

After a parts hand-off, a How did Henry do? card asks you to rate Henry's work. Click Helpful or Needs work; for Needs work, pick what went wrong and add an optional note.

If nobody replies within 15 minutes, the person assigned to the conversation gets a reminder.

While Henry is handling a conversation, a banner says so. Click Take over to write to the customer yourself.

Pause an agent

In Henry agents, switch a built-in agent off to pause it on every inbox. Each inbox keeps its setup and picks up again when you switch the agent back on.

Track Henry's work

Add these widgets to a dashboard:

• Henry impact: Henry's quotes, orders placed through Henry, conversations handled, and conversations handed to a person.
• Henry deflection: how many conversations Henry resolved without your team.
• Henry hand-offs waiting: conversations Henry handed over that are still waiting for a reply.