What it is
Unlike a chatbot (which answers one question at a time), an agent pursues a goal: it plans, uses tools (search, write, call APIs) and repeats think, act and observe until it finishes.
Why it matters to an agency
An agent automates multi-step tasks: qualifying leads by chat, researching and writing, moving data between tools. It multiplies what a small team can do.
Example
You give it the goal "qualify this lead and book them if they are ready". The agent asks the questions, evaluates the answers and creates the appointment in the calendar.