search

AI Chat agent

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

hashtag
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 assist with scheduling or follow-up.

Proper configuration ensures the agent reflects your brand voice, shares reliable information, and guides conversations toward the right outcome.

hashtag
Where to manage AI Chat agents

Go to Agents → AI Chat, then click Edit on the agent you want to configure.

AI Chat agents include three configuration tabs:

  • Agent settings - Configure the agent’s name, avatar, tone, and response style.

  • Script - Select an industry template and customize conversation flows.

  • Capabilities - Enable access to business knowledge, FAQs, and appointment booking.

hashtag
Agent settings

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

Available settings:

  • Agent status - Toggle the agent on or off.

  • Agent’s name - Name shown to customers.

  • Choose or upload an avatar (optional) - Visual representation of the agent.

  • Tone and personality

    • Friendly

    • Neutral

    • Professional

  • Response length

    • Concise

    • Standard

    • Thorough

Click Save to apply changes.

hashtag
Script

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

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

Available actions

  • Edit script - Modify the conversation flow.

  • View backup - Restore a previous version if needed.

After any script updates or changes, you can test your AI Chat agent in real time using the Playground. For guidance on scenarios, edge cases, and best practices for testing, refer to the Distance testing plan.

hashtag
Capabilities

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

Available options include:

  • Business overview - Uses information from Knowledge base → Business information → Business overview.

  • Custom answers - Uses FAQs from Knowledge base → Custom questions.

  • Schedule appointments - Enable booking functionality and share a booking link (e.g., Calendly). When scheduling is enabled, the agent automatically shares the booking link when customers ask to schedule an appointment.

PreviousAgentsNextEscalations

Last updated