Before you start
- The client's request or a source reference to it.
- The client and workflow names if either record is not already in AgentHub.
Find the next request to work on
Open Work. Needs you lists requests waiting on your team, closest to done first. Waiting on clients lists requests waiting on a client decision, longest wait first. On a phone, choose the view from the list at the top.
Choose Filters to search the request, client, workflow or who asked, and to choose a Client, a Status (Open requests, Closed requests or All requests) and when it was Asked. The number on Filters counts what is narrowing the list; Clear filters removes them. The page address keeps your filters, so a saved or shared link opens the same list.
Each request shows its client, its state and its next step, such as Review request or Follow up. Select it to open the full record. The list does not start work or change status for you.
Give a client one secure request link
Open the client and choose Details. Under Client request link, open Manage request link and choose Create request link. Copy the full URL while it is visible, and share it through the email, Slack, or WhatsApp conversation you already use with that client.
The client enters their name, an optional email, and the requested change. Their submission appears under Work, in Drafts to review. Choose the affected workflow, edit the title and request when needed, then confirm or dismiss it.
Forward a client email
Every workspace has its own forwarding address, shown under Integrations → Email forwarding and on Drafts to review. Forward the client's email to it from the address you sign in with. AgentHub reads the original sender and keeps the ask, and the forward appears under Work, in Drafts to review.
On the draft, choose the affected workflow and Create request, add it to an open request as a client message, or Dismiss it. Once a sender is matched to a client, the next forward from that sender is filed under the same client.
Let a client reply to their brief
Every brief you email carries its own reply-to address. When the client answers it, with feedback or a new ask, the reply lands under Work, in Drafts to review, as a draft on that client's record, marked as a reply to the brief, and you get their message by email with a link to review it. Nothing to forward.
On the draft, choose the affected workflow and Create request, add it to an open request as a client message, or Dismiss it. Reply to the notification email to answer the client directly.
Record a call or a ticket by hand
Choose Create → Request, or New request on Work, and start with the requested outcome. Select the client, or add it without leaving the form. The workflow and the client decision owner are optional: leave the workflow as Not known yet if you don't know it, and set it on the record later with Set the workflow. The title is derived automatically unless you add one.
Record the part that decides the change. A link to the source is usually better than pasting a long conversation.
Choose Save and prepare draft to save it and have AgentHub prepare a draft scope, checks and questions for you to review, or Save only to save it as it is. Save and prepare draft opens the request in the client assistant and shows the draft there when it is ready. You can open another page while it is prepared; the draft is still recorded, and opening the assistant again shows it. If the draft cannot be prepared, the request stays saved, the page says why, and Prepare draft tries again.
Review Slack drafts when Slack intake is connected
AgentHub watches only the client channels selected during Slack setup. A likely workflow request appears under Work, in Drafts to review. Nothing is filed automatically.
Open the source message when needed, choose the affected workflow, edit the title and request text, confirm the requester and priority, then choose Create request. Choose Dismiss if the message is not a real request.
Create a request from Slack
On a client's Slack message, choose More actions, then Create a request, or paste the message into your private messages with AgentHub. Choose Review and create, check the form, then Create request. See Use AgentHub in Slack.
Review the formal record before work begins
Open the new change record and confirm the client, workflow, requested outcome, source, and requester. Assign the owner and due date when the next decision depends on them.
Do not treat a Slack message as approval. The approval decision is a separate lifecycle step.
Verify it worked
- The request appears under Work, in Needs you, as a New request.
- The change record points to the correct client and workflow.
- A client-link submission first appears under Work, in Drafts to review, and becomes a formal change only after a person confirms it.
- A confirmed Slack draft leaves the drafts and becomes a formal change request.
- A forwarded email appears as a draft with the client's original sender named, not as a request.
- The request shows where it came from: From Slack, By email or In AgentHub.
Common issues
No workflow can be selected
Choose Add a new workflow in the same form, enter its name and platform, then continue with the request.
I lost the full client request link
Open the client's Details, open Manage request link, and choose Replace request link. The old link stops working immediately, and AgentHub shows the new full URL once so you can copy it.
A client should no longer use the request link
Open the client's Details, open Manage request link, and choose Revoke request link. Future visits and submissions through that link stop immediately.
A client-link draft has no workflow to select
Add an active workflow for that client, then return to Drafts to review under Work and confirm it. The submission remains a draft until a workflow is selected.
A request I expected is missing from Work
Check the number on Filters and choose Clear filters. Closed requests show only when Status is Closed requests or All requests.
A forwarded email did not appear
Forward from the email address you sign in with; mail from any other address is dropped. Check that you used your workspace's own address from Integrations. Each workspace accepts 30 forwards an hour, and the message body is kept to its first 12,000 characters.
A draft says Sender not confirmed
The email service could not confirm that the forward really came from your teammate's mailbox, often because the sending domain has no DKIM or DMARC set up. Check with the person who forwarded it before you confirm it. Forwards that clearly fail the sender's own domain policy are dropped. The original sender and client inside a forward are never confirmed; they are taken from the forwarded text.
A forwarded email landed under the wrong client
Choose the right client on the draft before confirming it. The sender is remembered against the client you confirm, so the next forward from them is filed there.
No Slack drafts appear
Confirm the AgentHub Slack app is in the selected channel and that the channel is mapped to the correct client. Only likely requests from selected channels appear.
Ordinary Slack conversation became a draft
Dismiss it. Human review is the filing boundary, and dismissal creates no change request.
The original request changed after it was filed
Keep the original request intact and record the new decision in the change lifecycle. If the scope is materially different, create a new request.