AI agent or chatbot? The difference explained

Chatbots focus on conversation

A chatbot interprets a message and returns an answer. It may direct visitors to a page or explain a policy, without changing anything in another system.

Agents combine conversation and action

• Check available times in Google Calendar.
• Share a Calendly booking link.
• Create a Stripe or Shopify link for a catalogue product.
• Save contact details supplied by a visitor.
• Use approved actions in connected business apps.

The same question, different capabilities

If a customer asks for an appointment, a chatbot can point to a booking page. An agent with the right calendar connection and tool permissions can check availability and help arrange the booking. Those capabilities require real setup; they are not available just because the assistant sounds confident.

What is a chat agent?

A chat agent is an agent whose main interface is a conversation. It can answer using business knowledge and use permitted tools when appropriate. Read chat agents for business.

Control and approvals

Choose how independently the agent can act. Sensitive actions may need your approval, and agent activity should be reviewed in its workspace. Connect only the accounts and tools it actually needs.

An agent can make mistakes. Clear instructions, scoped access and realistic testing reduce risk; they do not remove the need for oversight.

Which do you need?

Start with a chatbot if your main goal is answering common questions. Add tools when the agent should book, sell or update other systems. Follow the setup guide and compare plans.