Agents

Agents control how Distance’s AI Chat and AI Voice interact with customers, capture information, and help manage workflows across channels.

Agents are the backbone of customer interactions in Distance. They handle incoming messages and calls, respond on behalf of your business, capture important details, and route conversations appropriately. Each agent can be customized with its own name, tone, script, capabilities, and schedule, allowing your team to maintain consistent communication while optimizing efficiency.

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Why Agents matter

• Customize interactions. Set tone, script, and response style to match your business voice.

• Support multiple channels. AI Chat manages chat, SMS, and social messages; AI Voice handles phone calls.

• Streamline workflows. Automate responses, route calls, and capture contact details without manual effort.

• Maintain oversight. Test and monitor agents using the Playground and AI Voice tools.

• Flexible deployment. Create multiple agents for sales, support, after-hours handling, or other scenarios.

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How agents work together

Agents in Distance are designed to handle different parts of the customer experience while sharing the same context and workflows.

AI Chat agents manage written conversations across chat, SMS, and social channels, responding to customers and capturing key details automatically.

AI Voice agents handle phone calls, guiding callers, collecting information, and routing calls based on your configuration.

As you build and refine your agents, testing and managing your agents helps you review behavior, validate responses, and make adjustments before or after going live.

Together, these agent types and tools allow your team to automate first responses, stay consistent across channels, and step in when human handling is needed, all without losing context or control.