What it is and how it works

Manual — AI agents · chapter 1 of 7

H2O has an agent server: an address that artificial-intelligence programs use to query the system on behalf of a person. It follows MCP (Model Context Protocol), the open standard adopted by the main assistants — Claude, ChatGPT, Copilot, Gemini — and by custom-built agents. You connect once and the assistant can answer questions such as “how many tickets are open?”, “what is scheduled for this week?” or “show the history of the UPS in the north room”.

System rule

The agent acts on behalf of an H2O user and sees exactly what that user sees: the same sites, the same profile rights. It never sees data from another site or another company.

The agent can	The agent cannot
Look up tickets, tasks, assets and their readings, projects, sites and the maintenance calendar	See anything outside the reach of the user who authorized it
Open a ticket and add a follow-up, if you allow writing	Change or delete records, close or reassign tickets, touch users, profiles or settings
Search a text in tickets, tasks and assets at once	Export reports or download files

There are two ways to connect, explained in the next chapters: with an API key, suited to your own agents and developer tools, and by authorization (OAuth), used by chat apps, where the person approves the access on a screen of H2O itself.