> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vendschat.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer AI Agents — overview

> AI Agents are customer-facing bots you train to reply on Chat threads — on-brand, from your knowledge, with optional handoff to humans.

**AI Agents** are customer-facing bots you train to reply on **Chat** threads — on-brand, from your knowledge, with optional handoff to humans.

**Who this is for:** Support leads, ops managers, and anyone asking Co-Admin *“How do I set up a bot?”*, *“Where are AI Agents?”*, or *“What’s the difference from Generate Reply?”*

**Main path:** Sidebar **AI Agents** → `/ai-agents`

<Frame caption="AI Agents list">
  <img src="https://mintcdn.com/vendocker-llc/8CzbwqbLov2i2QJ1/images/ai-agents.png?fit=max&auto=format&n=8CzbwqbLov2i2QJ1&q=85&s=da40d2a1d74efb9decfd004911c50ff1" alt="Vendschat AI Agents page with Browse templates, Create AI Agent, and cards for Sales Agent and Customer Agent, each with Active status and Open." width="2038" height="1238" data-path="images/ai-agents.png" />
</Frame>

**Plan:** **Custom AI Agents** require **Growth** or **Advanced** (not **Starter**). See [billing — pricing](/billing/pricing-plans-reference).

***

## Quick reference

| Need                      | Where to go                                                 |
| ------------------------- | ----------------------------------------------------------- |
| List agents               | **AI Agents** (`/ai-agents`)                                |
| Create agent              | **Create AI Agent** → `/ai-agents/create`                   |
| Browse templates          | **Browse templates** → `/ai-agents/templates`               |
| Agent detail              | Click card → `/ai-agents/{id}`                              |
| Edit agent                | **Edit** → `/ai-agents/{id}/edit`                           |
| Test before live          | **Test AI Agent** panel (create/edit/detail)                |
| Assign to customer thread | **Chat** → recipient panel → **Assigned to**                |
| Pause bot                 | Agent card **switch** off (Paused)                          |
| Draft for agents          | **Generate Reply** in **Chat** composer (different feature) |
| Internal product help     | **Co-Admin** (not a customer bot)                           |

***

## Three kinds of AI in Vendschat

|                          | **AI Agents**                                 | **Generate Reply**         | **Co-Admin**                        |
| ------------------------ | --------------------------------------------- | -------------------------- | ----------------------------------- |
| **Talks to**             | Customers (automatically on assigned threads) | Helps your team draft      | Helps your team use the product     |
| **Where**                | **AI Agents** + **Chat** assignment           | **Chat** composer sparkle  | Co-Admin chat                       |
| **Sends without human?** | Yes — when assigned & active                  | No — human clicks **Send** | N/A                                 |
| **Knowledge**            | Per-agent files + websites                    | Thread context + tones     | Product docs + live workspace tools |
| **Plan**                 | Growth+                                       | Workspace setting          | Included                            |

**Rule of thumb:** AI Agents = **automation**. Generate Reply = **speed with approval**. Co-Admin = **“How does Vendschat work?”**

Deep dive: [Composer & Generate Reply](/inbox/composer-generate-reply) · [Workspace Co-Admin](/co-admin/workspace-co-admin)

***

## Navigation map

```text theme={null}
Sidebar
└── AI Agents                    /ai-agents
    ├── Search agents            ?q=...
    ├── Browse templates         /ai-agents/templates
    ├── Create AI Agent          /ai-agents/create
    │   └── ?template=receptionist|sales|support|custom
    ├── Agent detail             /ai-agents/{id}
    └── Edit agent               /ai-agents/{id}/edit

Chat (customer inbox)
└── Recipient panel
    └── Assigned to              user · team · AI Agent
```

| Entry point                      | Lands on                          |
| -------------------------------- | --------------------------------- |
| Sidebar **AI Agents**            | `/ai-agents`                      |
| Empty state **Browse templates** | `/ai-agents/templates`            |
| Template card click              | `/ai-agents/create?template={id}` |
| **Chat** assignee dropdown       | Search *users, teams, AI agents*  |

**Access:** Users need page permission for **AI Agents** (same pattern as other sidebar items). **Chat** assignment shows only **active** agents from the workspace.

***

## Example: PetPals Veterinary

**Dr. Sam** wants after-hours triage without diagnosing on WhatsApp.

| Setting        | Choice                                                                         |
| -------------- | ------------------------------------------------------------------------------ |
| Template       | **Support agent**                                                              |
| Instructions   | Never diagnose; suggest emergency vet for breathing issues; book mornings only |
| Knowledge      | Clinic services page + FAQ PDF                                                 |
| Actions        | **Add comments** on escalation; **Assign to team** for clinical staff          |
| Response delay | 5 seconds (batch rapid messages)                                               |
| Status         | **Active** nights; **Paused** when clinic is fully staffed                     |
| Assignment     | **Chat** → assign **PetPals Night Bot** per thread, or workspace default agent |

Day staff handle complex cases; the bot answers *“What are your hours?”* and *“Where are you located?”*

***

## AI Agents list page

**Title:** *AI Agents* — *“Manage the AI agents you've built…”*

### Header actions

| Button               | Path                   |
| -------------------- | ---------------------- |
| **Browse templates** | `/ai-agents/templates` |
| **Create AI Agent**  | `/ai-agents/create`    |

### Search

*“Search agents…”* — debounced; updates URL `?q=` and refetches list.

### Agent cards

Each card shows:

| Element             | Meaning                                                            |
| ------------------- | ------------------------------------------------------------------ |
| Name + status badge | **Active** (green) · **Paused** (warning) · **Archived** (neutral) |
| Description         | Short summary                                                      |
| **⋯ menu**          | **Edit** · **Delete**                                              |
| Sources count       | Knowledge sources attached                                         |
| Chats count         | Conversations handled                                              |
| **Updated**         | Relative time                                                      |
| **Switch**          | Toggle **Active** / **Paused** (disabled when archived)            |
| **Open**            | Agent detail page                                                  |

### Empty state

*“No AI agents yet”* — **Browse templates** + **Create AI Agent**.

### Footer tip

*“Not sure where to start? Pick a template…”* → **Browse templates**

***

## How AI Agents work in Chat

```text theme={null}
Customer messages on WhatsApp / Messenger / Instagram
        ↓
Thread in Chat (shared inbox)
        ↓
Assigned to AI Agent?  ──no──→  Human handles (or unassigned)
        │
       yes
        ↓
Response delay (0–30s) batches rapid messages
        ↓
Retrieve knowledge + conversation context
        ↓
Model generates reply → sent to customer on channel
        │
        ├── Handover triggered → internal note, human takes over
        └── Human assigns self → bot stops (human_takeover)
```

* Bot replies **only** on threads **assigned to that agent**
* **Paused** or **Archived** agents do not process new replies
* Assigning a **human** or **team** removes bot control (or sets human takeover while keeping agent link)

Deep dive: [Assigning agents in Chat](/ai-agents/assigning-agents-in-chat)

***

## Templates

**Path:** `/ai-agents/templates`

| Template ID    | Name          | Best for                              |
| -------------- | ------------- | ------------------------------------- |
| `receptionist` | Receptionist  | Scheduling, hours, general inquiries  |
| `sales`        | Sales agent   | Lead qualification, product questions |
| `support`      | Support agent | Troubleshooting, escalation           |
| `custom`       | Custom        | Blank instructions                    |

Click a template → `/ai-agents/create?template={id}` with starter instructions pre-filled.

Deep dive: [Creating & training agents](/ai-agents/creating-and-training-agents)

***

## Plan requirements

| Feature                      | Starter | Growth | Advanced |
| ---------------------------- | ------- | ------ | -------- |
| Custom AI Agents             | ❌       | ✅      | ✅        |
| Knowledge (files + websites) | ❌       | ✅      | ✅        |
| HTTP request actions         | ❌       | ✅      | ✅        |
| Test AI Agent panel          | ❌       | ✅      | ✅        |

**Upgrade:** **Settings → Organization → Billing & Usage → Plans**

***

## Lifecycle statuses

| Status       | UI                             | Behavior                                        |
| ------------ | ------------------------------ | ----------------------------------------------- |
| **Active**   | Green badge; switch on         | Replies on assigned threads                     |
| **Paused**   | Warning badge; switch off      | No new automated replies; assignment can remain |
| **Archived** | Neutral badge; switch disabled | Retired; history kept                           |

Delete removes agent, clears thread assignments, clears workspace default if set.

***

## Co-Admin & live data

| Customer asks…                    | Co-Admin approach                                        |
| --------------------------------- | -------------------------------------------------------- |
| “How many AI agents do we have?”  | Workspace overview tool → `ai_agents.total`, `by_status` |
| “How do I assign an AI Agent?”    | [Assigning in Chat](/ai-agents/assigning-agents-in-chat) |
| “Difference from Generate Reply?” | This doc — three kinds of AI table                       |
| “List our webhooks”               | Integrations tool (separate from AI Agents)              |

Co-Admin uses the user’s **current workspace**.

***

## Growth path

| Stage      | Approach                                                            |
| ---------- | ------------------------------------------------------------------- |
| **Week 1** | Manual **Chat** + **Generate Reply** for drafts                     |
| **Week 2** | One **Support** template agent + knowledge FAQ                      |
| **Week 3** | Assign bot to after-hours threads; humans by day                    |
| **Scale**  | Multiple agents (sales vs support), labels + actions, default agent |

***

## Related docs

* [Creating & training agents](/ai-agents/creating-and-training-agents)
* [Assigning agents in Chat](/ai-agents/assigning-agents-in-chat)
* [Knowledge sources & testing](/ai-agents/knowledge-sources-and-testing)
* [AI Agents FAQ](/ai-agents/ai-agents-faq)
* [Chat inbox overview](/inbox/chat-inbox-overview)
* [Assignments & teams](/inbox/assignments-and-teams)
* [Billing — plans](/billing/plans-and-usage)