Channels
Channels let you connect chat, voice, SMS, email, and social platforms so customer conversations flow into a single Inbox in Distance.
The Connect channels page is where you configure the platforms your customers use to reach your business. By connecting Live Chat, SMS, calls, Facebook, and Instagram, all conversations appear in a single Distance Inbox. This centralization allows your team to respond faster, maintain consistent messaging, and monitor performance without switching between tools.
You can assign AI Chat or AI Voice agents to handle interactions for each channel, ensuring messages and calls are routed automatically and captured for follow-up.
Why Connect channels matter
Centralize conversations. All messages from chat, SMS, calls, and social channels appear in one place.
Ensure timely responses. Assign AI agents to handle incoming interactions automatically.
Maintain consistent messaging. Standardize greetings, scripts, and workflows across channels.
Reduce missed leads. Capture every inquiry, regardless of channel.
Gain insights. Monitor channel-specific activity and agent performance.
Organizing your channels
Together, the Connect channels page is organized to help you manage each platform your customers use.
Start with Live chat setup to embed chat on your website and configure agent behavior.
Then move to SMS channel setup to add business numbers and ensure AI agents can handle texts automatically.
Social channels setup lets you bring Facebook and Instagram messages into Distance for unified management.
Finally, assigning agents to channels shows how to link AI Chat and AI Voice agents to each platform so interactions are routed correctly.
Each section builds on the others, giving your team control, efficiency, and visibility across all customer conversations.
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