Basics
What are AI Agents?
Customer-facing bots that automatically reply on Chat threads assigned to them, using your instructions and knowledge sources.Where do I find AI Agents?
Sidebar AI Agents →/ai-agents
Which plan includes AI Agents?
Growth and Advanced. Not Starter. See Billing & Usage.How is this different from Co-Admin?
Co-Admin helps your team use Vendschat. AI Agents talk to your customers on WhatsApp, Messenger, and Instagram.How is this different from Generate Reply?
Creating & editing
How do I create an AI Agent?
AI Agents → Create AI Agent, or Browse templates first.What templates exist?
Receptionist, Sales agent, Support agent, Custom — at/ai-agents/templates.
How long can instructions be?
Up to 8,000 characters.How long can the agent name be?
1–60 characters.What is response delay?
Seconds (0–30) the bot waits after inbound messages before replying — batches rapid texts into one reply.How do I pause an agent?
AI Agents list → turn switch off → status Paused.How do I delete an agent?
Card ⋯ → Delete → confirm. Unassigns threads and clears workspace default if applicable.Knowledge
What files can I upload?
PDF, TXT, MD, CSV, DOCX, PPTX, PPSX, and images (JPEG, PNG, BMP, WEBP, TIFF).What are the file size limits?
1 MB per file, 1 MB combined per upload batch, up to 5 files at once.Can I add a website?
Yes — Add knowledge source → Add website. Set resync: Never, Daily, Weekly, or Monthly.What is max crawl depth?
Default 3 link levels from the start URL. Adjustable in advanced crawl settings.Why is my source “syncing”?
Crawl/index in progress. Wait or use Resync after save (edit mode).I hit a rate limit on knowledge changes
Default 50 source changes and 50 resyncs per source per 24 hours. Wait and retry.Testing
How do I test before going live?
Use Test AI Agent on the create/edit form or agent detail page. Not sent to real customers.Does test use my knowledge?
Yes — same retrieval as live replies for that agent.Chat & assignment
How do I assign an AI Agent to a conversation?
Chat → open thread → Recipient panel → Assigned to → select agent (brain icon).Will the bot reply to every thread?
Only threads assigned to that agent (or new threads with workspace default agent if configured).How do I take over from the bot?
Assign the thread to yourself or another teammate.What happens if I assign a team?
AI assignment is cleared — team queue handles it.Can I unassign completely?
Assigned to → Unassigned.Why isn’t the bot replying?
Check: thread assigned to agent, agent Active (not Paused), channel connected, not in human takeover.Does pausing the agent stop all threads?
Yes — paused agents don’t process the reply queue. Assignments may remain but no auto-replies.Actions & handover
What actions can the bot take?
Close conversation, assign to team/agent, update contact fields, update labels, add internal comments, HTTP requests — each toggled separately with instructions.Are HTTP actions live?
Configured in the form; model receives action rules as context. Test carefully before production.How does handover work?
Train instructions for escalation; use Assign to team / Add comments. Backend also supports keyword handover on bot reply text (API field; dashboard control may be coming).Does the bot post internal notes?
When Add comments action is enabled with appropriate instructions — internal only, not sent to customer.Default agent & welcome message
Can new threads auto-get a bot?
Yes if workspace default AI Agent is set (admin/API). Overrides per thread in Chat.Is there a welcome message?
API supportswelcome_message; shown in test panel. Dashboard editor may be limited — check current agent detail.
Billing & limits
Starter user can’t create agents?
Upgrade to Growth for custom AI Agents.Do AI Agents count toward contacts?
Customer messages handled by bots still flow through your channels and contact billing like human-handled threads.Co-Admin tools
Can Co-Admin count our agents?
Yes — workspace overview includesai_agents.total and counts by status.