> ## 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 vs customer AI Agents

> Vendschat has two different AI systems. Confusing them is the most common operator mistake. Co-Admin must explain the distinction clearly whenever users…

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.

***

## One-line distinction

|                                 | **AI Workspace Co-Admin**                       | **Customer AI Agents**                  |
| ------------------------------- | ----------------------------------------------- | --------------------------------------- |
| **Talks to**                    | Your employees                                  | Your customers                          |
| **Lives in**                    | **AI Workspace Co-Admin** (`/co-admin`)         | **AI Agents** settings + **Chat** inbox |
| **Knows**                       | Vendschat product docs + live workspace metrics | Your FAQ, website, files you upload     |
| **Can send customer messages?** | **No**                                          | **Yes** (when assigned to a thread)     |

***

## Side-by-side comparison

| Dimension                | Co-Admin                                   | Customer AI Agents                                          |
| ------------------------ | ------------------------------------------ | ----------------------------------------------------------- |
| **Audience**             | Internal team                              | End customers on WhatsApp, Messenger, Instagram             |
| **Navigation**           | Left nav → **AI Workspace Co-Admin**       | **AI Agents** + thread assignment in **Chat**               |
| **Configuration**        | None (enabled per deployment)              | Create bot, knowledge sources, prompts, test                |
| **Knowledge**            | Ingested `co-admin-docs/` (product)        | `ai_knowledge_*` — URLs, files, Q\&A you provide            |
| **Live workspace tools** | Yes (6 read-only tools)                    | No                                                          |
| **Inbox message read**   | No (aggregates only via contact analytics) | Yes, in assigned threads                                    |
| **Inbox message send**   | No                                         | Yes, as the bot identity                                    |
| **Handover to human**    | N/A                                        | Yes — `ai_handover_status` on threads                       |
| **Generate Reply**       | Explains feature only                      | Separate inbox **assist** for human agents drafting replies |
| **Billing**              | Uses org OpenRouter for Co-Admin chat      | AI usage may count against plan AI limits (see `billing/`)  |

***

## 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).

***

## 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.

***

## Generate Reply (third concept)

**Generate Reply** is **not** a customer AI Agent and **not** Co-Admin.

|               | Generate Reply               | Customer AI Agent    | Co-Admin                  |
| ------------- | ---------------------------- | -------------------- | ------------------------- |
| **User**      | Human agent in Chat          | Customer             | Internal operator         |
| **Trigger**   | Agent clicks generate        | Customer message     | Operator asks in Co-Admin |
| **Output**    | Draft for human to edit/send | Automatic bot reply  | Guidance + data           |
| **Knowledge** | Thread context + settings    | Agent knowledge base | Product docs + tools      |

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.

***

## Thread assignment and handover

From `get_contact_analytics`, each conversation may show:

| Field                          | Meaning                           |
| ------------------------------ | --------------------------------- |
| `assignee.type === "ai_agent"` | Customer bot owns the thread      |
| `assignee.type === "user"`     | Human workspace member            |
| `assignee.type === "team"`     | Group/team queue                  |
| `ai_handover_status`           | Handover state when bot escalates |

**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.

***

## Example scenarios

### 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_*`.

### 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.”

### 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 [ali@email.com](mailto:ali@email.com)” — metadata only, not clinical notes in messages (user must open Chat for content).

***

## 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.

***

## Privacy comparison

| Data                     | Co-Admin      | Customer AI Agent      |
| ------------------------ | ------------- | ---------------------- |
| Product documentation    | Yes (RAG)     | No                     |
| Agent knowledge base     | **No access** | Yes                    |
| Full message transcripts | **No**        | Yes (assigned threads) |
| Workspace metrics        | Yes           | No                     |

***

## Related documents

* [Overview](/co-admin/co-admin-overview)
* [Question routing](/co-admin/co-admin-question-routing) — disambiguating “agents”
* `ai-agents/customer-ai-agents.md` — customer bot product guide
* [Limitations & FAQ](/co-admin/co-admin-limitations-and-faq)