Assign AI Chat and AI Voice agents to connected channels so incoming messages and calls are handled automatically and logged in Distance.
After connecting a channel, you assign an AI agent to handle incoming conversations. AI Chat agents respond to chat-based channels such as live chat, 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.
Assigning an AI Chat agent to chat channels
AI Chat agents can be assigned to live chat, SMS, Facebook, and Instagram inboxes.
From the Distance dashboard, navigate to Channels.
Under Chat Channels, locate the channel you want to configure.
In the Default agent column, open the dropdown.
Select the AI Chat agent that should handle incoming messages.
The selected agent will immediately begin responding to new conversations on that channel. A single AI Chat agent can be assigned to multiple chat channels if desired.
Assigning agents for SMS
Business phone numbers support both text messages and phone calls, with separate agent assignments for each.
From the Distance dashboard, navigate to Channels.
Under Connect your telephony, locate your business number.
In Default agent for SMS, select the AI Chat agent that will respond to text messages.
This setup allows texts and calls on the same number to be handled by the appropriate AI agent while keeping all interactions logged in Distance.
Testing agent assignments
Before going live, you can test how agents respond on each channel.
AI Chat agents - Use thePlayground to simulate conversations and review responses.
AI Voice agents - Go to Agents → AI Voice, click Edit on the agent you want to test, then select Talk to your agent. This allows you to test the agent directly without relying on call forwarding or calling your business number.
Testing helps confirm scripts, tone, escalation rules, and agent behavior before customers interact with your channels.
