Use Multiple Agents

Add team members as HelpGent Agents so more than one person can review responses and continue visitor conversations from the same WordPress site.

Before you start

• Sign in as a WordPress administrator.
• Have the team member’s name, email address, and login details ready.

Add a HelpGent Agent

1. Go to Users → Add New in WordPress.
2. Enter the new user’s username, email address, and account details.
3. In the Role selector, choose HelpGent Agent.
4. Select Add New User.

Let agents work with responses

1. Ask the new agent to sign in to WordPress with the account you created.
2. Have the agent open HelpGent → All Entries.
3. The agent can select a response, read the submitted answers, review the conversation, and send a text or media reply.
4. Use the same response list and archive controls to keep the team’s work organized.

Coordinate the team

• Use the response list and unread indicators to identify new work.
• Use tags to mark ownership, priority, or workflow stage.
• Reply in the existing conversation so the visitor sees one continuous thread.
• Archive a completed conversation when it no longer needs to remain in the active inbox.

Verify the result

• The new account appears in Users with the HelpGent Agent role.
• The agent can open the HelpGent response inbox after signing in.
• Replies sent by the agent appear in the same response conversation as administrator replies.

Related articles

• Understand Entries, Responses, and Conversations
• Reply to Users
• Create and Use Tags