The terms get used interchangeably in marketing copy, but the distinction actually matters for what you should build first.
The core difference
A chatbot answers questions from a script or a knowledge base. An agent takes action — it can check your calendar, update a CRM record, or trigger a workflow, not just respond with text.
When a chatbot is enough
If your goal is purely deflecting repetitive FAQ questions — shipping times, return policy, opening hours — a well-built chatbot on your existing knowledge base solves it without the added complexity of giving it write access to your systems.
When you need an agent
If the goal is lead qualification, booking, or anything that should change a record somewhere (a CRM, a calendar, an order status), you need an agent with permissioned access to those systems — not just conversational ability.
Most businesses that ask for "a chatbot" actually need an agent — they just haven't described the action they want automated yet.