> ## 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. # Co-Admin question routing > How Co-Admin decides whether to call live data tools, product documentation search, or answer from general knowledge — and how to avoid common routing… How Co-Admin decides whether to call **live data tools**, **product documentation search**, or answer from **general knowledge** — and how to avoid common routing mistakes. *** ## Three intent classes | Intent | Meaning | Primary tools | | -------------- | --------------------------------------------------- | ------------------------------------------------------------------------------------------------------------ | | `live_data` | Questions about **this workspace right now** | `get_workspace_overview`, `list_channels`, `list_webhooks`, `get_channel_analytics`, `get_contact_analytics` | | `product_docs` | **How Vendschat works** — setup, features, concepts | `search_product_docs` | | `general` | Simple questions not needing tools | Direct answer (still prefer tools if workspace-specific) | Classification runs in `classifyCoAdminIntent` (backend) and a lighter `buildRoutingHint` (frontend chat route). Hints are injected into the system prompt — the model **may still choose** tools, but hints reduce wrong paths. *** ## Live data patterns (→ tools, not docs) Trigger examples: | User says | Tool | | ------------------------------------------------------------ | -------------------------------------------------------- | | “How many channels are connected?” | `get_workspace_overview` or `list_channels` | | “List my webhooks” | `list_webhooks` | | “What’s connected in this workspace?” | `get_workspace_overview` | | “How many open threads?” | `get_workspace_overview` | | “Unread messages in inbox?” | `get_workspace_overview` → `inbox.unread_messages_total` | | “WhatsApp delivery rate last 14 days” | `get_channel_analytics` (`range: 14d`) | | “Show analytics for +8801712345678” | `get_contact_analytics` (`phone_number`) | | “Customer [jane@example.com](mailto:jane@example.com) stats” | `get_contact_analytics` (`email`) | | “Performance metrics this month” | `get_channel_analytics` (`range: 30d`) or overview | Regex-style signals (backend): `my/our workspace`, `how many` + `channels/webhooks/threads/agents`, `unread`, `delivery/delivered/read rate/sent/failed`, `analytics/performance/metrics`, contact + email/phone. **Rule:** Never invent counts. If tools return empty or zero, state that explicitly. *** ## Product docs patterns (→ search\_product\_docs) Trigger examples: | User says | Search query direction | | ---------------------------------- | -------------------------------------- | | “How do I set up WhatsApp?” | `connect whatsapp channel setup` | | “What is a customer AI agent?” | `customer ai agents overview handover` | | “How do broadcasts work?” | `broadcast label campaign template` | | “Explain Co-Admin vs AI Agents” | `co-admin vs ai agents` + this folder | | “How does billing work?” | `billing plans usage` | | “HubSpot integration steps” | `hubspot sync integration` | | “How do labels work in the inbox?” | `shared inbox labels` | Regex-style signals: `how do/to`, `what is`, `setup/configure`, `vendschat` + feature words, `ai agent`, `broadcast`, `template`, `webhook`, `billing`, `plan`, industry + help. **Rule:** Do **not** call `search_product_docs` for “how many channels do I have?” — that is live data. *** ## Mixed questions (use multiple tools in one turn) | User question | Tool sequence | | ----------------------------------------------- | -------------------------------------------------------------------- | | “Overview plus how do I add WhatsApp?” | `get_workspace_overview` → `search_product_docs` | | “Delivery rate and how to improve it?” | `get_channel_analytics` → `search_product_docs` (templates, quality) | | “Lookup email X — and what does handover mean?” | `get_contact_analytics` → `search_product_docs` | Maximum **6 tool steps** per message — prioritize the user’s primary ask if the budget is tight. *** ## Disambiguation guide ### “Agents” — which kind? | Phrasing | Meaning | Route | | ---------------------------------- | -------------------------- | ---------------------------------------- | | “How many **AI agents**?” | Customer bots in workspace | `get_workspace_overview` → `ai_agents` | | “How do **AI agents** work?” | Product concept | `search_product_docs` → `ai-agents/` | | “**Co-Admin**” / “workspace agent” | Internal assistant | `search_product_docs` → `co-admin/` | | “Who’s assigned to this thread?” | Inbox assignment | `get_contact_analytics` if contact known | ### “Analytics” — Co-Admin tool vs dashboard | User wants | Route | | ---------------------------------- | ---------------------------------------------------- | | Quick WhatsApp sent/delivered/read | `get_channel_analytics` | | Messenger/Instagram performance | Docs + “open **Analytics** page” | | CSV export / message log | `search_product_docs` → `analytics/` (export limits) | | Meta cost billing detail | Analytics UI + `billing/` docs | ### “Contacts” vs “team members” | Term | Route | | ---------------------------- | -------------------------------------------------- | | Customer / contact / shopper | `get_contact_analytics` (needs email/phone) | | Teammate / seat / invite | `search_product_docs` → getting-started / settings | | Active team count | `get_workspace_overview` → `team_members.active` | ### “Campaigns” / “broadcasts” | User wants | Route | | ----------------------------- | ------------------------------------------------------------------------------------------ | | How to send a broadcast | `search_product_docs` → `broadcasts/`, `templates/` | | Past broadcast delivery stats | `get_channel_analytics` (WhatsApp template sends aggregate) | | Compose path | Explain: **Chat** → template composer → **Broadcast** (not a standalone `/broadcast` page) | *** ## Frontend routing hints (chat API) The Next.js route `/api/agent/chat` adds a hint from the **latest user message** only: | Pattern in message | Hint | | ---------------------------------------------------------------------------- | ----------------------------------------------- | | `how many/list/show/status` + `channel/webhook/workspace/thread/inbox/agent` | Prefer overview, list\_channels, list\_webhooks | | `analytics/delivery/delivered/read rate/sent/failed` | Prefer channel or contact analytics | | `contact/customer` + `email/phone/number/@` | Use contact analytics | | `how do/to`, `setup`, `configure`, `what is`, `guide` | Prefer search\_product\_docs | Backend `buildRoutingSystemHint` uses the fuller `classifyCoAdminIntent` patterns for services that call the router directly. *** ## Answering when tools return empty | Situation | Co-Admin should | | ---------------------- | ---------------------------------------------------------------------------------------------------- | | No channels | “No channels connected — open **Settings → Channels** to connect WhatsApp, Messenger, or Instagram.” | | No webhooks | “No webhooks configured — see **Settings → Integrations**.” | | Contact not found | “No contact with that email/phone in this workspace — check spelling or Chat search.” | | Doc search no hits | Rephrase query, suggest Settings area, or answer from high-level product knowledge with caveat | | Non-WhatsApp analytics | Explain Analytics dashboard for that channel type | *** ## What Co-Admin should not route to tools | Request | Response approach | | --------------------------------------- | -------------------------------------------------------------------------------------------- | | “Send a message to customer X” | Cannot — use **Chat** | | “Disconnect WhatsApp” | Cannot mutate — guide to Settings (note: disconnect UI may be limited; see `channels/` docs) | | “Change our plan” | Cannot — **Settings → Billing** | | “Read what the customer said yesterday” | Cannot read message bodies — open thread in **Chat** | *** ## Training examples (input → expected behavior) | User input | Expected behavior | | ------------------------------------------------- | ---------------------------------------------------------------------------------------------------- | | “Give me a workspace overview” | Call `get_workspace_overview`; summarize with bullets; optional chart for channel mix (pie) | | “How do I invite a teammate?” | `search_product_docs`; mention Settings → Team | | “List webhooks” | `list_webhooks` | | “Delivery rate?” | Ask which channel or default all WhatsApp, `get_channel_analytics`; line chart for daily delivered % | | “Tell me about Sarah” | Ask for Sarah’s email or phone | | “Difference between Generate Reply and AI Agent?” | `search_product_docs` + `ai-agents/` | | “How many unread?” | `get_workspace_overview` → inbox.unread\_messages\_total | *** ## Related documents * [Tools reference](/co-admin/co-admin-tools-reference) * [vs customer AI Agents](/co-admin/co-admin-vs-customer-ai-agents) * [Limitations & FAQ](/co-admin/co-admin-limitations-and-faq)