> 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/ai-chat-agent.md).

# AI Chat agent

AI Chat agents respond to customer messages across chat, SMS, and connected social channels using your configured scripts, knowledge, and capabilities.

### **Introduction**

**AI Chat** agents help your business respond to customers automatically while maintaining accurate and consistent communication. They use your configured scripts, Knowledge Base content, and enabled capabilities to answer questions, collect customer information, and respond across supported channels.

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**AI Chat** agents can also handle replies from SMS campaigns and automations when configured. Proper configuration helps ensure the agent reflects your brand voice, shares reliable information, and guides conversations toward the right outcome.

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### **Where to manage AI Chat agents**

Go to **Agents**, then under **AI Chat**, click **Edit** next to the agent you want to configure.

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**AI Chat** agents include three configuration tabs:

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* [**Agent settings**](#agent-settings-ai-chat) - Configure the agent’s name, description, avatar, status, tone, and response style.
* [**Script**](#script) - Select an industry template and customize conversation flows.
* [**Capabilities**](#capabilities) - Enable access to [**Business overview**](/distance/getting-started/knowledge-base/business-information.md#business-overview), [**Custom questions**](/distance/getting-started/knowledge-base/custom-questions.md), and appointment booking.

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### **Agent settings**

Use this section to define how your AI chat agent presents itself and responds.

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#### **Agent info**

This section controls the basic identity of your AI agent.

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* **Status** – Toggle the agent on or off
* **Agent’s name** – Name shown to customers
* **Agent type** – Defines the role or behavior of the agent
* **Description (optional)** – Short description of the agent’s purpose
* **Choose or upload an avatar (optional)** – Visual representation of the agent

#### **Tone and personality**

This section controls how the agent communicates with customers.

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* **Communication style** – Friendly, Neutral, or Professional
* **Response length** – Concise, Standard, or Thorough

Click **Save** to apply changes.

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### **Script**

The **Script** defines how the agent greets customers, asks questions, and moves conversations forward.

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This section contains two parts:

**Choose your template** - Select your industry from the dropdown. A preconfigured script tailored to your business’s use cases is set up during onboarding, so you typically don’t need to adjust this setting. This ensures your AI Chat agent starts with a conversation flow designed specifically for your industry and operations.

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**Your script** - Displays the active script within the text box.

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You can manage your script using the following options:

* **Edit script** - Modify the conversation flow.
* **View backup** - Restore a previous version if needed.

After making changes, you can test your **AI Chat** agent in real time using the Playground. For testing scenarios, edge cases, and best practices, refer to the Distance testing plan.

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### **Capabilities**

The **Capabilities** tab controls what your AI chat agent can access and what actions it can perform during conversations.

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#### **Knowledge**

This section defines the information the agent can use to respond to customer questions.

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* **Business overview** – Uses content from the Business overview in the [**Knowledge base** → **Business information**](/distance/getting-started/knowledge-base/business-information.md#business-overview).
* **Custom answers** – Uses FAQs from [**Knowledge base** → **Custom questions**](/distance/getting-started/knowledge-base/custom-questions.md).
* **Schedule appointments** – Enables booking functionality and allows the agent to share a booking link (e.g., Calendly). When enabled, the agent will automatically provide the booking link when customers request an appointment

A **Manage in Knowledge base** button is available to update scheduling-related content in [**Knowledge base** → **Scheduling and services**](/distance/getting-started/knowledge-base/scheduling-and-services.md)**.**

#### **Pricing calculator**

Define how your pricing is structured, such as per hour, per service, per square foot, or custom quotes.

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Enter instructions in the text field to guide how the agent calculates or explains pricing during conversations.

Click **Save** to apply changes.