> 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/automations/assigning-agents-to-channels.md).

# Assigning agents to channels

### **Introduction**

After connecting a channel, you assign an **AI agent** to handle incoming conversations. **AI Chat** agents respond to channels such as SMS, Facebook, and Instagram, while **AI Voice** agents handle phone calls. Assigning agents ensures every interaction is answered, routed correctly, and captured in Distance for visibility and follow-up.

Each channel can have its own assigned agent, allowing you to tailor responses, tone, and behavior based on how customers are reaching your business.

***

### **Assigning an AI Voice agent for phone calls**

Phone calls to your connected numbers can be handled by an **AI Voice** agent.

Go to **Automations** from the left sidebar, then navigate to the **Your automations** tab.

<div data-with-frame="true"><figure><img src="/files/P8mDW5XXQCi58V112Jh4" alt=""><figcaption></figcaption></figure></div>

Click **Edit** next to **Phone**.

<div data-with-frame="true"><figure><img src="/files/aZosHqesFHsNB4z61DNc" alt=""><figcaption></figcaption></figure></div>

A side panel will open on the right showing your connected phone number(s).

<div data-with-frame="true"><figure><img src="/files/6T7Zz16KKBn7I3r9kafp" alt=""><figcaption></figcaption></figure></div>

You can click the **Assigned agent** dropdown next to the number to change the assigned **AI Voice** agent. Once assigned, the selected agent will handle inbound calls forwarded to that number.

<div data-with-frame="true"><figure><img src="/files/HmyHEjXeoFs1mhVp0uad" alt=""><figcaption></figcaption></figure></div>

To manage your phone numbers, click **Manage phone numbers** at the bottom of the panel.

<div data-with-frame="true"><figure><img src="/files/Qs2M6kOotR8aH6ijV9qh" alt=""><figcaption></figcaption></figure></div>

This will take you to [**Settings** → **Phone numbers**](/distance/getting-started/settings/phone-numbers-tab.md), where you can view approved numbers or add a new one.

***

### **Assigning an AI Chat agent for SMS**

SMS messages sent to your connected phone numbers can be handled automatically by an **AI Chat** agent.

Go to **Automations** from the left sidebar, then navigate to the **Your automations** tab.

<div data-with-frame="true"><figure><img src="/files/Nje71Kl4Uc3MqbTIGAXL" alt=""><figcaption></figcaption></figure></div>

Click **Edit** next to **Text/SMS**.

<div data-with-frame="true"><figure><img src="/files/c74nzGpCV9Up89MwvZPf" alt=""><figcaption></figcaption></figure></div>

A side panel will open on the right showing your connected phone number(s).

<div data-with-frame="true"><figure><img src="/files/ZfekEdERY19YKTM1yQLH" alt=""><figcaption></figcaption></figure></div>

You can click the **Assigned agent** dropdown next to the number to change the assigned **AI Chat** agent. Once assigned, the selected agent will respond to inbound text messages sent to that number.

<div data-with-frame="true"><figure><img src="/files/TeFM0AXfiN3YZ7yvkubp" alt=""><figcaption></figcaption></figure></div>

To manage your phone numbers for text messaging, click **Manage phone numbers** at the bottom of the panel.

<div data-with-frame="true"><figure><img src="/files/5ONico4It5ZF3ZEidUFC" alt=""><figcaption></figcaption></figure></div>

This will take you to [**Settings** → **Phone numbers**](/distance/getting-started/settings/phone-numbers-tab.md), where you can view approved numbers or add a new one.

***

### **Assigning an AI Chat agent for Facebook and Instagram**

**Facebook** and **Instagram** messages are handled by **AI Chat** agents. You can assign a specific agent to manage conversations on each platform.

Go to **Automations** from the left sidebar, then navigate to the **Your automations** tab.

<div data-with-frame="true"><figure><img src="/files/Nje71Kl4Uc3MqbTIGAXL" alt=""><figcaption></figcaption></figure></div>

Click **Edit** next to **Facebook** or **Instagram**.

<div data-with-frame="true"><figure><img src="/files/CZr3zApWxYsqMqCdOdYy" alt=""><figcaption></figcaption></figure></div>

A side panel will open on the right showing your connected social account.

<div data-with-frame="true"><figure><img src="/files/kGS9HFJMyQ0CSrsTwa7U" alt=""><figcaption></figcaption></figure></div>

You can click the **Assigned agent** dropdown next to the social account to change the assigned **AI Chat** agent.

<div data-with-frame="true"><figure><img src="/files/Wmzb0xb8HCvyxQ2EizWO" alt=""><figcaption></figcaption></figure></div>

The selected agent will begin handling new conversations on t~~h~~at channel.

To manage your connected social accounts, click **Manage channels** at the bottom of the panel.

<div data-with-frame="true"><figure><img src="/files/5ONico4It5ZF3ZEidUFC" alt=""><figcaption></figcaption></figure></div>

This will take you to [**Settings** → **Integrations**](/distance/getting-started/settings/integrations-tab.md), where you can manage your Facebook and Instagram integrations.

***

### **Testing AI agent assignments**

Before going live, you can test how AI agents respond to ensure they behave correctly across different channels and configurations.

#### **AI Chat agents**

Use the [**Playground**](/distance/getting-started/playground.md) to simulate conversations and review responses.

<div data-with-frame="true"><figure><img src="/files/mnSd2ZgmpKQqKRR1mRLa" alt=""><figcaption></figcaption></figure></div>

The [**Playground**](/distance/getting-started/playground.md) does not simulate a specific channel such as SMS, Facebook, or Instagram. You will need to select the correct agent by name based on how your channels are assigned. If you have multiple agents in use, make sure you are testing the one linked to the channel you want to validate.

#### **AI Voice agents**

You can test AI Voice agents in two ways:

Go to **Agents**, under **AI Voice**, click **Edit** next to the agent you want to test.

<div data-with-frame="true"><figure><img src="/files/ndzSbvLfw4Q2zImkkxOw" alt=""><figcaption></figcaption></figure></div>

then select **Talk to your agent**.

<div data-with-frame="true"><figure><img src="/files/Fycre2hzsOmpO4HMYxOp" alt=""><figcaption></figcaption></figure></div>

Alternatively, call the phone number assigned to the **AI Voice** agent to test real call behavior, including call routing and transfer handling.

<div data-with-frame="true"><figure><img src="/files/qxNjSdLSTjVxbL1aE8BP" alt=""><figcaption></figcaption></figure></div>

Testing helps validate scripts, tone, escalation rules, and overall behavior before customers interact with your channels.