> 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/agents.md).

# Agents

### **Introduction**

**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.

<div data-with-frame="true"><figure><img src="/files/cEvDeVxlgTXPsmVWCYSy" alt=""><figcaption></figcaption></figure></div>

This allows your business to automate customer interactions across channels while maintaining consistent communication and response quality.

***

### **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.

***

### **How agents work together**

Agents in Distance are designed to support different parts of the customer experience while working within the same workflows and business context.

[**AI Chat agents**](/distance/getting-started/agents/ai-chat-agent.md) handle written conversations across live chat, SMS, Facebook, and Instagram. They can answer questions, collect information, and manage ongoing customer interactions automatically.

[**AI Voice agents**](/distance/getting-started/agents/ai-voice-agent.md) handle inbound phone calls, guide callers through conversations, collect details, and transfer calls when escalation is needed.

As you build and refine your agents, [**testing and managing your agents**](/distance/getting-started/agents/testing-and-managing-your-agents.md) 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.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://distance.gitbook.io/distance/getting-started/agents.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.