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People can reach your agent four ways: by phone, by text, by email, and by pressing a button on your website. One agent can handle all four, so this is about which ones you switch on rather than how many agents you need.

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The four ways in

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What each one is good for

Phone is where the urgency is. Someone ringing wants an answer now, which is why an unanswered phone costs more than an unanswered email. Text is the quiet workhorse. It is where a payment link, a booking confirmation, or a “we tried to reach you” belongs, and it is often the follow up that closes the loop after a call. Email suits questions that need more than a sentence, and it is the only route where your customer can send you a document. It starts at Pro. Your website catches people who are already looking at your prices and have a question. The call happens in their browser, so there is nothing to dial and nothing to install.

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Do you need a separate agent for each

No. One agent handles all four, and using one keeps your answers consistent, since it is the same instructions and the same knowledge whichever way the customer arrived. There is one useful exception. Calls and texts on the same number can go to different agents, which suits businesses that want a brisk, short style for texts and a warmer one on the phone.

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What else you can do here

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FAQ

Yes. Switch texting on for a number and your agent answers messages sent to it, using the same instructions and knowledge it uses on calls. US numbers must be registered before they can text. See Text messages.
Yes, on Pro and above. Your agent reads and replies to email, and can send from your own domain rather than ours. See Email.
Yes. Paste a snippet into your site and visitors get a call button that connects them to your agent in their browser, with nothing to install and no phone call needed. See Website widget.
No. One agent covers phone, text, email, and your website, which also keeps its answers consistent. The one thing you can split is calls and texts on the same number going to different agents.
No. Calls use your plan’s call minutes, emails count against your plan’s email allowance, and each is counted separately. See Limits.
Both. Your agent can reply to incoming texts, send one during a call, for example a payment link or a confirmation, and text a list of contacts as part of a campaign. See What is a campaign.
Phone, then text. Phone is where the urgency and the missed business are, and text is what finishes the job after a call. Email and the website button are worth adding once the phone is working properly.