# Distance ## Distance - [Welcome to Distance! 🎉](https://distance.gitbook.io/distance/readme.md): Distance: One workspace for customer conversations, powered by AI and built for control. - [Quickstart](https://distance.gitbook.io/distance/getting-started/quickstart.md): This guide walks you through the essential steps to get Distance live and responding to customers using AI Chat and AI Voice from a single platform. - [Knowledge Base](https://distance.gitbook.io/distance/getting-started/knowledge-base.md): The Knowledge Base defines what your AI agents know about your business, including core details, custom answers, and services. - [Business information](https://distance.gitbook.io/distance/getting-started/knowledge-base/business-information.md): Business information defines your company identity, services, and training sources used by AI agents during customer interactions. - [Custom questions](https://distance.gitbook.io/distance/getting-started/knowledge-base/custom-questions.md): Custom questions let you define exact questions and approved answers that AI agents can reference during customer conversations. - [Scheduling and services](https://distance.gitbook.io/distance/getting-started/knowledge-base/scheduling-and-services.md): Scheduling and services give AI agents structured access to booking tools and service details to support appointment and service-related conversations. - [Timezone](https://distance.gitbook.io/distance/getting-started/knowledge-base/timezone.md): Set your business timezone to ensure accurate scheduling and automation timing. - [Agents](https://distance.gitbook.io/distance/getting-started/agents.md): Agents control how Distance’s AI Chat and AI Voice interact with customers, capture information, and help manage workflows across channels. - [AI Chat agent](https://distance.gitbook.io/distance/getting-started/agents/ai-chat-agent.md): AI Chat agents respond to customer messages across chat, SMS, and connected social channels using your configured scripts, knowledge, and capabilities. - [Escalations](https://distance.gitbook.io/distance/getting-started/agents/ai-chat-agent/escalations.md): Escalations define when AI agents should hand a conversation to a human and how your team is notified. - [AI Voice agent](https://distance.gitbook.io/distance/getting-started/agents/ai-voice-agent.md): AI Voice agents answer inbound calls, capture caller details, route calls when needed, and log conversations automatically in Distance. - [Conversation flows](https://distance.gitbook.io/distance/getting-started/agents/ai-voice-agent/conversation-flows.md): The Conversation flows tab defines how the AI Voice agent handles calls using structured, step-based conversation paths. - [Call transfer rules setup guide](https://distance.gitbook.io/distance/getting-started/agents/ai-voice-agent/call-transfer-rules-setup-guide.md): Set up call transfer rules so your AI Voice agent can route callers to the right person or team when live assistance is needed. - [Testing and managing your agents](https://distance.gitbook.io/distance/getting-started/agents/testing-and-managing-your-agents.md): Test AI Chat and AI Voice agents in real time to preview responses, validate behavior, and ensure settings, scripts, and tones match your business needs. - [Distance testing plan](https://distance.gitbook.io/distance/getting-started/agents/testing-and-managing-your-agents/distance-testing-plan.md): A comprehensive testing plan to validate AI agents, call transfers, ticketing, notifications, and Knowledge Base configuration before going live. - [Playground](https://distance.gitbook.io/distance/getting-started/playground.md): The Playground provides a real-time environment to test AI Chat agents, preview responses, and validate tone, behavior, and knowledge before going live. - [Tickets](https://distance.gitbook.io/distance/getting-started/tickets.md): Tickets help you track, prioritize, and manage customer inquiries and service issues from a single workspace, keeping requests organized and visible. - [Creating a ticket](https://distance.gitbook.io/distance/getting-started/tickets/creating-a-ticket.md): Log and track customer requests or issues in Distance, capturing details to manage follow-ups and resolution efficiently. - [Customizing the tickets view](https://distance.gitbook.io/distance/getting-started/tickets/customizing-the-tickets-view.md): Adjust how tickets are displayed, grouped, and sorted in Distance to match your workflow and focus on the information that matters most. - [Inbox](https://distance.gitbook.io/distance/getting-started/inbox.md): The Inbox is where all customer conversations are received, organized, and managed across channels. - [Inbox navigation and folders](https://distance.gitbook.io/distance/getting-started/inbox/inbox-navigation-and-folders.md): Inbox navigation and folders help your team organize and prioritize customer conversations efficiently. - [Managing conversations with bulk actions](https://distance.gitbook.io/distance/getting-started/inbox/managing-conversations-with-bulk-actions.md): Bulk actions let you quickly assign, move, or mark multiple conversations at once, improving efficiency and workflow management in the Inbox. - [Taking over conversations from AI agents](https://distance.gitbook.io/distance/getting-started/inbox/taking-over-conversations-from-ai-agents.md): Taking over a conversation lets your team temporarily stop AI replies and respond manually for situations requiring human judgment. - [Viewing contacts and tickets from the Inbox](https://distance.gitbook.io/distance/getting-started/inbox/viewing-contacts-and-tickets-from-the-inbox.md): Quickly access customer profiles and related tickets directly from conversations to provide context-rich, informed responses. - [Campaigns](https://distance.gitbook.io/distance/getting-started/campaigns.md): A centralized workspace for creating outbound SMS campaigns, monitoring delivery, and reviewing campaign activity. - [Sending an SMS campaign](https://distance.gitbook.io/distance/getting-started/campaigns/sending-an-sms-campaign.md): Send proactive SMS campaigns to customers with customizable messages, scheduled delivery, and flexible reply handling in Distance. - [Sending an Email campaign](https://distance.gitbook.io/distance/getting-started/campaigns/sending-an-email-campaign.md): Send proactive email campaigns to customers with customizable messages, scheduled delivery, and flexible reply handling in Distance. - [Automations](https://distance.gitbook.io/distance/getting-started/automations.md): Automations let you connect communication channels and create automated workflows so customer conversations, follow-ups, and responses are managed centrally in Distance. - [Live chat setup](https://distance.gitbook.io/distance/getting-started/automations/live-chat-setup.md): Live chat lets website visitors message your business in real time, with AI Chat agents handling conversations and logging details in Distance. - [Customizing your live chat](https://distance.gitbook.io/distance/getting-started/automations/live-chat-setup/customizing-your-live-chat.md): You can control how your live chat appears to visitors from the Chat view section within your Live chat settings. - [Google Tag Manager and Google Analytics 4](https://distance.gitbook.io/distance/getting-started/automations/live-chat-setup/google-tag-manager-and-google-analytics-4.md): Google Tag Manager (GTM) and Google Analytics 4 (GA4) capture and track live chat widget events, enabling performance monitoring and insights across your website interactions. - [Installing on Squarespace](https://distance.gitbook.io/distance/getting-started/automations/live-chat-setup/installing-on-squarespace.md) - [Installing on Wordpress](https://distance.gitbook.io/distance/getting-started/automations/live-chat-setup/installing-on-wordpress.md): To embed custom scripts like Distance Live Chat, you'll need to be on the Business Plan (or higher) for this platform. Free and lower-tier plans do not support custom code injections or plugins. - [Installing on Wix](https://distance.gitbook.io/distance/getting-started/automations/live-chat-setup/installing-on-wix.md) - [Connecting your social channels](https://distance.gitbook.io/distance/getting-started/automations/connecting-your-social-channels.md): Connect Facebook and Instagram to Distance to manage customer messages in one place, letting AI Chat agents respond, capture, and log interactions automatically. - [Assigning agents to channels](https://distance.gitbook.io/distance/getting-started/automations/assigning-agents-to-channels.md): Assign AI Chat and AI Voice agents to connected channels so incoming messages and calls are handled automatically and logged in Distance. - [Setting up an automation](https://distance.gitbook.io/distance/getting-started/automations/setting-up-an-automation.md): Create and manage automated follow-up messages based on key customer events in Distance. - [Contacts](https://distance.gitbook.io/distance/getting-started/contacts.md): Contacts store customer details captured from conversations, manual entries, or imports, giving your team a centralized customer record in Distance. - [How contacts are created](https://distance.gitbook.io/distance/getting-started/contacts/how-contacts-are-created.md): Contacts in Distance can be created via import, automatically or manually. - [Lists & Segments](https://distance.gitbook.io/distance/getting-started/contacts/lists-and-segments.md): Lists & segments help your team organize contacts for targeted outreach, filtering, and automation workflows in Distance. - [Settings](https://distance.gitbook.io/distance/getting-started/settings.md): Settings control how your Distance workspace behaves, including user access, notifications, Inbox organization, ticket workflows, and integrations. - [Account tab](https://distance.gitbook.io/distance/getting-started/settings/account-tab.md): The Account tab lets you manage your personal profile details and control how you receive ticket notifications. - [Password tab](https://distance.gitbook.io/distance/getting-started/settings/password-tab.md): The Password tab lets you update your account password to keep your Distance login secure. - [Team tab](https://distance.gitbook.io/distance/getting-started/settings/team-tab.md): The Team tab lets you manage team members and team schedules to control who can access your workspace and how calls are routed to your team. - [Notifications tab](https://distance.gitbook.io/distance/getting-started/settings/notifications-tab.md): Notifications control how and where alerts are delivered to your team for important activity in Distance, ensuring the right people are informed at the right time without overwhelming workflow. - [Slack integration](https://distance.gitbook.io/distance/getting-started/settings/notifications-tab/slack-integration.md): Slack integration sends Distance notifications to a selected Slack workspace and channel. - [Microsoft Teams integration](https://distance.gitbook.io/distance/getting-started/settings/notifications-tab/microsoft-teams-integration.md): Microsoft Teams integration delivers Distance notifications directly to a Teams workspace. - [Call transfer schedule tab](https://distance.gitbook.io/distance/getting-started/settings/call-transfer-schedule-tab.md): Create and manage team availability schedules used for team-based call transfers. - [Ticket assignment](https://distance.gitbook.io/distance/getting-started/settings/ticket-assignment.md): Configure automatic ticket routing rules to assign newly created tickets to the appropriate team members. - [Ticket pipeline](https://distance.gitbook.io/distance/getting-started/settings/ticket-pipeline.md): Define and manage the stages that tickets move through as work progresses. - [Ticket priority rules](https://distance.gitbook.io/distance/getting-started/settings/ticket-priority-rules.md): Define how Distance determines the urgency of incoming tickets. You can use the default priority definitions or add custom instructions tailored to your business. - [Phone numbers tab](https://distance.gitbook.io/distance/getting-started/settings/phone-numbers-tab.md): View and manage your connected business phone numbers used for calls and SMS in Distance. - [Setting up a Distance phone number](https://distance.gitbook.io/distance/getting-started/settings/phone-numbers-tab/setting-up-a-distance-phone-number.md): Verify and configure a business phone number for SMS messaging, voice calls, campaigns, and automations. - [Integrations tab](https://distance.gitbook.io/distance/getting-started/settings/integrations-tab.md): Integrations connect Distance with external tools to sync data and deliver notifications across your existing workflows. - [Inbox tab](https://distance.gitbook.io/distance/getting-started/settings/inbox-tab.md): The Inbox tab lets you create and manage folders to organize conversations efficiently. - [Email sending tab](https://distance.gitbook.io/distance/getting-started/settings/email-sending-tab.md): Configure the sender information, authentication settings, and branding used for marketing emails. - [Custom properties](https://distance.gitbook.io/distance/getting-started/settings/custom-properties.md): Manage custom contact fields used across imports, campaigns, and automations in Distance. - [Notifications](https://distance.gitbook.io/distance/getting-started/notifications.md): Notifications let your team stay informed of important updates, ticket activity, and escalations in real time. - [Ticket notifications](https://distance.gitbook.io/distance/getting-started/notifications/ticket-notifications.md): Ticket notifications alert team members about relevant ticket activity, helping them stay informed and act promptly. - [Urgent notifications](https://distance.gitbook.io/distance/getting-started/notifications/urgent-notifications.md): Urgent notifications alert specific team members immediately when high-priority tickets are flagged, ensuring critical issues are not missed. - [Escalation notifications](https://distance.gitbook.io/distance/getting-started/notifications/escalation-notifications.md): Escalation notifications alert specific team members when a conversation requires human intervention, ensuring timely responses to critical customer situations. - [Campaign and automation notifications](https://distance.gitbook.io/distance/getting-started/notifications/campaign-and-automation-notifications.md): Campaign and automation notifications alert team members about key events within campaigns and automated workflows, helping teams stay informed and respond at the right time. - [Integration notifications](https://distance.gitbook.io/distance/getting-started/notifications/integration-notifications.md): Integration notifications alert your team to important events in connected tools, keeping workflows synchronized and timely action possible. - [Integrations](https://distance.gitbook.io/distance/getting-started/integrations.md): Integrations connect Distance to external tools like HubSpot, ServiceTitan, and Albi, enabling automatic syncing of contacts, tickets, and service data. - [Setting up integration with Albi](https://distance.gitbook.io/distance/getting-started/integrations/setting-up-integration-with-albi.md): Integrate Distance with Albi to automatically push contacts and service request data, streamlining sales and operational workflows in Albi. - [Setting up integration with Google Calendar](https://distance.gitbook.io/distance/getting-started/integrations/setting-up-integration-with-google-calendar.md): Connect Google Calendar to Distance so AI agents can reference your calendar for appointment scheduling and booking. - [Setting up integration with HubSpot](https://distance.gitbook.io/distance/getting-started/integrations/setting-up-integration-with-hubspot.md): The HubSpot integration connects Distance to HubSpot to automatically sync customer and ticket data. - [Setting up integration with ServiceTitan](https://distance.gitbook.io/distance/getting-started/integrations/setting-up-integration-with-servicetitan.md): The ServiceTitan integration connects Distance to ServiceTitan to automatically sync customer and booking data from Distance, keeping your records accurate and workflows streamlined. - [Setting up integration with Xcelerate](https://distance.gitbook.io/distance/getting-started/integrations/setting-up-integration-with-xcelerate.md): Connect Xcelerate to Distance using Zapier to automate workflows and sync data between both systems without manual input. - [Setting up integration with Zapier](https://distance.gitbook.io/distance/getting-started/integrations/setting-up-integration-with-zapier.md): Connect Distance to Zapier to enable automated workflows with third-party applications and configure Distance as either a Trigger or an Action. - [Setting up Albi to trigger Distance automations via Zapier](https://distance.gitbook.io/distance/getting-started/integrations/setting-up-integration-with-zapier/setting-up-albi-to-trigger-distance-automations-via-zapier.md): Zapier connects Albi to Distance through automated workflows that trigger messaging automations such as SMS or email based on events in Albi. - [Dashboard](https://distance.gitbook.io/distance/getting-started/dashboard.md): The Dashboard provides a centralized view of team performance, conversations, tickets, and metrics, helping you track activity and monitor customer interactions. - [Call forwarding](https://distance.gitbook.io/distance/getting-started/call-forwarding.md): Call forwarding allows you to route inbound calls from your existing VoIP provider to Distance, enabling your AI Voice agent to answer calls, capture conversations, and create tickets when applicable. - [Setting up call forwarding from AT\&T Wireless to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/setting-up-call-forwarding-from-at-and-t-wireless-to-distance.md): Forward calls from AT\&T to Distance so your AI Voice agent can answer, log conversations, and create tickets automatically. - [Setting up call forwarding from Dialpad to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/setting-up-call-forwarding-from-dialpad-to-distance.md): Forward calls from Dialpad to Distance so your AI Voice agent can answer, log conversations, and create tickets automatically. - [Setting up call forwarding from Google Voice to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/setting-up-call-forwarding-from-google-voice-to-distance.md): Forward calls from Google Voice to Distance so your AI Voice agent can answer, log conversations, and create tickets automatically. - [Setting up call forwarding from Grasshopper to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/setting-up-call-forwarding-from-grasshopper-to-distance.md): Forward calls from Grasshopper to Distance so your AI Voice agent can answer, log conversations, and create tickets automatically. - [Setting up call forwarding from Podium to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/setting-up-call-forwarding-from-podium-to-distance.md): Forward calls from Podium to Distance so your AI Voice agent can answer, log conversations, and create tickets automatically. - [Setting up call forwarding from RingCentral to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/setting-up-call-forwarding-from-ringcentral-to-distance.md): Forward calls from RingCentral to Distance so your AI Voice agent can answer, log conversations, and create tickets automatically. - [Setting up call forwarding from T-Mobile to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/setting-up-call-forwarding-from-t-mobile-to-distance.md): Forward calls from T-Mobile to Distance so your AI Voice agent can answer, log conversations, and create tickets automatically. - [Setting up call forwarding from Verizon to Distance](https://distance.gitbook.io/distance/getting-started/call-forwarding/setting-up-call-forwarding-from-verizon-to-distance.md): Forward calls from Verizon to Distance so your AI Voice agent can answer, log conversations, and create tickets automatically. - [Inbox (Outbound)](https://distance.gitbook.io/distance/getting-started/inbox-outbound.md): A centralized workspace for tracking replies to outbound SMS campaigns and managing follow-ups efficiently. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on a page URL with the `ask` query parameter: ``` GET https://distance.gitbook.io/distance/readme.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.