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Vendschat has two different AI systems. Confusing them is the most common operator mistake. Co-Admin must explain the distinction clearly whenever users mention “AI”, “bot”, or “agent” without context.

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One-line distinction

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Side-by-side comparison

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Customer AI Agents — what they are

Customer AI Agents are bots you configure to handle conversations with shoppers, patients, leads, etc. Typical setup path (Co-Admin cites docs; does not perform):
  1. AI Agents → Create agent → name, tone, instructions
  2. Add knowledge — website crawl, PDFs, manual Q&A
  3. Test in the agent tester
  4. Assign to channels or let Chat routing assign threads
  5. Monitor handover when the bot escalates to humans
Deep guides: ai-agents/ folder (overview, create/train, assignment, knowledge, FAQ).

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Co-Admin — what it is

Co-Admin helps your team run Vendschat:
  • “How many open threads?”
  • “How do templates work?”
  • “What webhooks are active?”
  • “WhatsApp read rate last week?”
It never impersonates a customer-facing brand voice in the inbox.

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Generate Reply (third concept)

Generate Reply is not a customer AI Agent and not Co-Admin. When users ask “Should I use AI Agent or Generate Reply?” → search ai-agents/ docs and explain: Agent = autonomous customer bot; Generate Reply = copilot for staff.

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Thread assignment and handover

From get_contact_analytics, each conversation may show: Handover trigger (product accuracy): Handover is tied to bot behavior and configuration — not merely “customer typed an angry message.” See ai-agents/ for handover rules. Co-Admin can report handover status via contact analytics but cannot change assignment.

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Example scenarios

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Scenario A — Pulse Digital (agency)

  • Co-Admin: Account lead asks “How many channels in Client A workspace?” (after switching workspace).
  • Customer AI Agent: End shopper asks Client A’s WhatsApp “Do you ship to Dhaka?”
  • Wrong: Training the client’s FAQ in Co-Admin — Co-Admin cannot access ai_knowledge_*.

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Scenario B — UrbanGear (e-commerce)

  • Customer AI Agent: Handles order status on Instagram.
  • Generate Reply: Support rep drafts a personalized apology in Chat.
  • Co-Admin: Ops lead asks “How do I connect Instagram?” and “Overview of unread threads.”

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Scenario C — Metro Clinics

  • Customer AI Agent: Appointment FAQ on WhatsApp.
  • Co-Admin: Office manager asks “How many AI agents are active?” → get_workspace_overview.
  • Contact analytics: “Show threads for patient [email protected]” — metadata only, not clinical notes in messages (user must open Chat for content).

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What to tell users who conflate the two

Co-Admin is your internal guide to Vendschat and your workspace stats.
AI Agents are the customer-facing bots you build under AI Agents with your own knowledge.
To change what customers hear, edit the AI Agent — not Co-Admin.

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