> For the complete documentation index, see [llms.txt](https://distance.gitbook.io/distance/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://distance.gitbook.io/distance/getting-started.md).

# Getting Started

- [Quickstart](https://distance.gitbook.io/distance/getting-started/quickstart.md): This guide walks you through the essential steps to get Distance live and responding to customers using AI Chat and AI Voice from a single platform.
- [Knowledge Base](https://distance.gitbook.io/distance/getting-started/knowledge-base.md): The Knowledge Base defines what your AI agents know about your business, including core details, custom answers, and services.
- [Business information](https://distance.gitbook.io/distance/getting-started/knowledge-base/business-information.md): Business information defines your company identity, services, and training sources used by AI agents during customer interactions.
- [Custom questions](https://distance.gitbook.io/distance/getting-started/knowledge-base/custom-questions.md): Custom questions let you define exact questions and approved answers that AI agents can reference during customer conversations.
- [Scheduling and services](https://distance.gitbook.io/distance/getting-started/knowledge-base/scheduling-and-services.md): Scheduling and services give AI agents structured access to booking tools and service details to support appointment and service-related conversations.
- [Timezone](https://distance.gitbook.io/distance/getting-started/knowledge-base/timezone.md): Set your business timezone to ensure accurate scheduling and automation timing.
- [Agents](https://distance.gitbook.io/distance/getting-started/agents.md): Agents control how Distance’s AI Chat and AI Voice interact with customers, capture information, and help manage workflows across channels.
- [AI Chat agent](https://distance.gitbook.io/distance/getting-started/agents/ai-chat-agent.md): AI Chat agents respond to customer messages across chat, SMS, and connected social channels using your configured scripts, knowledge, and capabilities.
- [Escalations](https://distance.gitbook.io/distance/getting-started/agents/ai-chat-agent/escalations.md): Escalations define when AI agents should hand a conversation to a human and how your team is notified.
- [AI Voice agent](https://distance.gitbook.io/distance/getting-started/agents/ai-voice-agent.md): AI Voice agents answer inbound calls, capture caller details, route calls when needed, and log conversations automatically in Distance.
- [Conversation flows](https://distance.gitbook.io/distance/getting-started/agents/ai-voice-agent/conversation-flows.md): The Conversation flows tab defines how the AI Voice agent handles calls using structured, step-based conversation paths.
- [Call transfer rules setup guide](https://distance.gitbook.io/distance/getting-started/agents/ai-voice-agent/call-transfer-rules-setup-guide.md): Set up call transfer rules so your AI Voice agent can route callers to the right person or team when live assistance is needed.
- [Testing and managing your agents](https://distance.gitbook.io/distance/getting-started/agents/testing-and-managing-your-agents.md): Test AI Chat and AI Voice agents in real time to preview responses, validate behavior, and ensure settings, scripts, and tones match your business needs.
- [Distance testing plan](https://distance.gitbook.io/distance/getting-started/agents/testing-and-managing-your-agents/distance-testing-plan.md): A comprehensive testing plan to validate AI agents, call transfers, ticketing, notifications, and Knowledge Base configuration before going live.
- [Playground](https://distance.gitbook.io/distance/getting-started/playground.md): The Playground provides a real-time environment to test AI Chat agents, preview responses, and validate tone, behavior, and knowledge before going live.
- [Tickets](https://distance.gitbook.io/distance/getting-started/tickets.md): Tickets help you track, prioritize, and manage customer inquiries and service issues from a single workspace, keeping requests organized and visible.
- [Creating a ticket](https://distance.gitbook.io/distance/getting-started/tickets/creating-a-ticket.md): Log and track customer requests or issues in Distance, capturing details to manage follow-ups and resolution efficiently.
- [Customizing the tickets view](https://distance.gitbook.io/distance/getting-started/tickets/customizing-the-tickets-view.md): Adjust how tickets are displayed, grouped, and sorted in Distance to match your workflow and focus on the information that matters most.
- [Inbox](https://distance.gitbook.io/distance/getting-started/inbox.md): The Inbox is where all customer conversations are received, organized, and managed across channels.
- [Inbox navigation and folders](https://distance.gitbook.io/distance/getting-started/inbox/inbox-navigation-and-folders.md): Inbox navigation and folders help your team organize and prioritize customer conversations efficiently.
- [Managing conversations with bulk actions](https://distance.gitbook.io/distance/getting-started/inbox/managing-conversations-with-bulk-actions.md): Bulk actions let you quickly assign, move, or mark multiple conversations at once, improving efficiency and workflow management in the Inbox.
- [Taking over conversations from AI agents](https://distance.gitbook.io/distance/getting-started/inbox/taking-over-conversations-from-ai-agents.md): Taking over a conversation lets your team temporarily stop AI replies and respond manually for situations requiring human judgment.
- [Viewing contacts and tickets from the Inbox](https://distance.gitbook.io/distance/getting-started/inbox/viewing-contacts-and-tickets-from-the-inbox.md): Quickly access customer profiles and related tickets directly from conversations to provide context-rich, informed responses.
- [Campaigns](https://distance.gitbook.io/distance/getting-started/campaigns.md): A centralized workspace for creating outbound SMS campaigns, monitoring delivery, and reviewing campaign activity.
- [Sending an SMS campaign](https://distance.gitbook.io/distance/getting-started/campaigns/sending-an-sms-campaign.md): Send proactive SMS campaigns to customers with customizable messages, scheduled delivery, and flexible reply handling in Distance.
- [Sending an Email campaign](https://distance.gitbook.io/distance/getting-started/campaigns/sending-an-email-campaign.md): Send proactive email campaigns to customers with customizable messages, scheduled delivery, and flexible reply handling in Distance.
- [Automations](https://distance.gitbook.io/distance/getting-started/automations.md): Automations let you connect communication channels and create automated workflows so customer conversations, follow-ups, and responses are managed centrally in Distance.
- [Live chat setup](https://distance.gitbook.io/distance/getting-started/automations/live-chat-setup.md): Live chat lets website visitors message your business in real time, with AI Chat agents handling conversations and logging details in Distance.
- [Customizing your live chat](https://distance.gitbook.io/distance/getting-started/automations/live-chat-setup/customizing-your-live-chat.md): You can control how your live chat appears to visitors from the Chat view section within your Live chat settings.
- [Google Tag Manager and Google Analytics 4](https://distance.gitbook.io/distance/getting-started/automations/live-chat-setup/google-tag-manager-and-google-analytics-4.md): Google Tag Manager (GTM) and Google Analytics 4 (GA4) capture and track live chat widget events, enabling performance monitoring and insights across your website interactions.
- [Installing on Squarespace](https://distance.gitbook.io/distance/getting-started/automations/live-chat-setup/installing-on-squarespace.md)
- [Installing on Wordpress](https://distance.gitbook.io/distance/getting-started/automations/live-chat-setup/installing-on-wordpress.md): To embed custom scripts like Distance Live Chat, you'll need to be on the Business Plan (or higher) for this platform. Free and lower-tier plans do not support custom code injections or plugins.
- [Installing on Wix](https://distance.gitbook.io/distance/getting-started/automations/live-chat-setup/installing-on-wix.md)
- [Connecting your social channels](https://distance.gitbook.io/distance/getting-started/automations/connecting-your-social-channels.md): Connect Facebook and Instagram to Distance to manage customer messages in one place, letting AI Chat agents respond, capture, and log interactions automatically.
- [Assigning agents to channels](https://distance.gitbook.io/distance/getting-started/automations/assigning-agents-to-channels.md): Assign AI Chat and AI Voice agents to connected channels so incoming messages and calls are handled automatically and logged in Distance.
- [Setting up an automation](https://distance.gitbook.io/distance/getting-started/automations/setting-up-an-automation.md): Create and manage automated follow-up messages based on key customer events in Distance.
- [Contacts](https://distance.gitbook.io/distance/getting-started/contacts.md): Contacts store customer details captured from conversations, manual entries, or imports, giving your team a centralized customer record in Distance.
- [How contacts are created](https://distance.gitbook.io/distance/getting-started/contacts/how-contacts-are-created.md): Contacts in Distance can be created via import, automatically or manually.
- [Lists & Segments](https://distance.gitbook.io/distance/getting-started/contacts/lists-and-segments.md): Lists & segments help your team organize contacts for targeted outreach, filtering, and automation workflows in Distance.
- [Settings](https://distance.gitbook.io/distance/getting-started/settings.md): Settings control how your Distance workspace behaves, including user access, notifications, Inbox organization, ticket workflows, and integrations.
- [Account tab](https://distance.gitbook.io/distance/getting-started/settings/account-tab.md): The Account tab lets you manage your personal profile details and control how you receive ticket notifications.
- [Password tab](https://distance.gitbook.io/distance/getting-started/settings/password-tab.md): The Password tab lets you update your account password to keep your Distance login secure.
- [Team tab](https://distance.gitbook.io/distance/getting-started/settings/team-tab.md): The Team tab lets you manage team members and team schedules to control who can access your workspace and how calls are routed to your team.
- [Notifications tab](https://distance.gitbook.io/distance/getting-started/settings/notifications-tab.md): Notifications control how and where alerts are delivered to your team for important activity in Distance, ensuring the right people are informed at the right time without overwhelming workflow.
- [Slack integration](https://distance.gitbook.io/distance/getting-started/settings/notifications-tab/slack-integration.md): Slack integration sends Distance notifications to a selected Slack workspace and channel.
- [Microsoft Teams integration](https://distance.gitbook.io/distance/getting-started/settings/notifications-tab/microsoft-teams-integration.md): Microsoft Teams integration delivers Distance notifications directly to a Teams workspace.
- [Call transfer schedule tab](https://distance.gitbook.io/distance/getting-started/settings/call-transfer-schedule-tab.md): Create and manage team availability schedules used for team-based call transfers.
- [Ticket assignment](https://distance.gitbook.io/distance/getting-started/settings/ticket-assignment.md): Configure automatic ticket routing rules to assign newly created tickets to the appropriate team members.
- [Ticket pipeline](https://distance.gitbook.io/distance/getting-started/settings/ticket-pipeline.md): Define and manage the stages that tickets move through as work progresses.
- [Ticket priority rules](https://distance.gitbook.io/distance/getting-started/settings/ticket-priority-rules.md): Define how Distance determines the urgency of incoming tickets. You can use the default priority definitions or add custom instructions tailored to your business.
- [Phone numbers tab](https://distance.gitbook.io/distance/getting-started/settings/phone-numbers-tab.md): View and manage your connected business phone numbers used for calls and SMS in Distance.
- [Setting up a Distance phone number](https://distance.gitbook.io/distance/getting-started/settings/phone-numbers-tab/setting-up-a-distance-phone-number.md): Verify and configure a business phone number for SMS messaging, voice calls, campaigns, and automations.
- [Integrations tab](https://distance.gitbook.io/distance/getting-started/settings/integrations-tab.md): Integrations connect Distance with external tools to sync data and deliver notifications across your existing workflows.
- [Inbox tab](https://distance.gitbook.io/distance/getting-started/settings/inbox-tab.md): The Inbox tab lets you create and manage folders to organize conversations efficiently.
- [Email sending tab](https://distance.gitbook.io/distance/getting-started/settings/email-sending-tab.md): Configure the sender information, authentication settings, and branding used for marketing emails.
- [Custom properties](https://distance.gitbook.io/distance/getting-started/settings/custom-properties.md): Manage custom contact fields used across imports, campaigns, and automations in Distance.
- [Notifications](https://distance.gitbook.io/distance/getting-started/notifications.md): Notifications let your team stay informed of important updates, ticket activity, and escalations in real time.
- [Ticket notifications](https://distance.gitbook.io/distance/getting-started/notifications/ticket-notifications.md): Ticket notifications alert team members about relevant ticket activity, helping them stay informed and act promptly.
- [Urgent notifications](https://distance.gitbook.io/distance/getting-started/notifications/urgent-notifications.md): Urgent notifications alert specific team members immediately when high-priority tickets are flagged, ensuring critical issues are not missed.
- [Escalation notifications](https://distance.gitbook.io/distance/getting-started/notifications/escalation-notifications.md): Escalation notifications alert specific team members when a conversation requires human intervention, ensuring timely responses to critical customer situations.
- [Campaign and automation notifications](https://distance.gitbook.io/distance/getting-started/notifications/campaign-and-automation-notifications.md): Campaign and automation notifications alert team members about key events within campaigns and automated workflows, helping teams stay informed and respond at the right time.
- [Integration notifications](https://distance.gitbook.io/distance/getting-started/notifications/integration-notifications.md): Integration notifications alert your team to important events in connected tools, keeping workflows synchronized and timely action possible.
- [Integrations](https://distance.gitbook.io/distance/getting-started/integrations.md): Integrations connect Distance to external tools like HubSpot, ServiceTitan, and Albi, enabling automatic syncing of contacts, tickets, and service data.
- [Setting up integration with Albi](https://distance.gitbook.io/distance/getting-started/integrations/setting-up-integration-with-albi.md): Integrate Distance with Albi to automatically push contacts and service request data, streamlining sales and operational workflows in Albi.
- [Setting up integration with Google Calendar](https://distance.gitbook.io/distance/getting-started/integrations/setting-up-integration-with-google-calendar.md): Connect Google Calendar to Distance so AI agents can reference your calendar for appointment scheduling and booking.
- [Setting up integration with HubSpot](https://distance.gitbook.io/distance/getting-started/integrations/setting-up-integration-with-hubspot.md): The HubSpot integration connects Distance to HubSpot to automatically sync customer and ticket data.
- [Setting up integration with ServiceTitan](https://distance.gitbook.io/distance/getting-started/integrations/setting-up-integration-with-servicetitan.md): The ServiceTitan integration connects Distance to ServiceTitan to automatically sync customer and booking data from Distance, keeping your records accurate and workflows streamlined.
- [Setting up integration with Xcelerate](https://distance.gitbook.io/distance/getting-started/integrations/setting-up-integration-with-xcelerate.md): Connect Xcelerate to Distance using Zapier to automate workflows and sync data between both systems without manual input.
- [Setting up integration with Zapier](https://distance.gitbook.io/distance/getting-started/integrations/setting-up-integration-with-zapier.md): Connect Distance to Zapier to enable automated workflows with third-party applications and configure Distance as either a Trigger or an Action.
- [Setting up Albi to trigger Distance automations via Zapier](https://distance.gitbook.io/distance/getting-started/integrations/setting-up-integration-with-zapier/setting-up-albi-to-trigger-distance-automations-via-zapier.md): Zapier connects Albi to Distance through automated workflows that trigger messaging automations such as SMS or email based on events in Albi.
- [Dashboard](https://distance.gitbook.io/distance/getting-started/dashboard.md): The Dashboard provides a centralized view of team performance, conversations, tickets, and metrics, helping you track activity and monitor customer interactions.
- [Call forwarding](https://distance.gitbook.io/distance/getting-started/call-forwarding.md): Call forwarding allows you to route inbound calls from your existing VoIP provider to Distance, enabling your AI Voice agent to answer calls, capture conversations, and create tickets when applicable.
- [Forwarding calls from AT\&T Wireless to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/forwarding-calls-from-at-and-t-wireless-to-distance.md): Forward calls from AT\&T to Distance so your AI Voice agent can answer, log conversations, and create tickets automatically.
- [Forwarding calls from Dialpad to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/forwarding-calls-from-dialpad-to-distance.md): Forward calls from Dialpad to Distance so your AI Voice agent can answer, log conversations, and create tickets automatically.
- [Forwarding calls from Google Voice to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/forwarding-calls-from-google-voice-to-distance.md): Forward calls from Google Voice to Distance so your AI Voice agent can answer, log conversations, and create tickets automatically.
- [Forwarding calls from Grasshopper to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/forwarding-calls-from-grasshopper-to-distance.md): Set up call forwarding from Grasshopper to Distance for overflow backup, after-hours coverage, or as your virtual receptionist.
- [Forwarding calls from Housecall Pro to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/forwarding-calls-from-housecall-pro-to-distance.md): Set up call forwarding from Housecall Pro to Distance for overflow backup, after-hours coverage, or as your virtual receptionist.
- [Forwarding calls from Ooma Office to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/forwarding-calls-from-ooma-office-to-distance.md): Set up call forwarding from Ooma Office to Distance for overflow backup, after-hours answering, or as your virtual receptionist.
- [Forwarding calls from Podium to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/forwarding-calls-from-podium-to-distance.md): Set up call forwarding from Podium to Distance for overflow backup, after-hours answering, or as your virtual receptionist.
- [Forwarding calls from Quo to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/forwarding-calls-from-quo-to-distance.md): Set up call forwarding from Quo to Distance for overflow backup, after-hours answering, or as your virtual receptionist.
- [Forwarding calls from RingCentral to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/forwarding-calls-from-ringcentral-to-distance.md): Forward calls from RingCentral to Distance so your AI Voice agent can answer, log conversations, and create tickets automatically.
- [Forwarding calls from T-Mobile to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/forwarding-calls-from-t-mobile-to-distance.md): Forward calls from T-Mobile to Distance so your AI Voice agent can answer, log conversations, and create tickets automatically.
- [Forwarding calls from Verizon to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/forwarding-calls-from-verizon-to-distance.md): Forward calls from Verizon to Distance so your AI Voice agent can answer, log conversations, and create tickets automatically.
- [Inbox (Outbound)](https://distance.gitbook.io/distance/getting-started/inbox-outbound.md): A centralized workspace for tracking replies to outbound SMS campaigns and managing follow-ups efficiently.