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How to Set Up AI Conversation Outcomes in Hatch

Setting up AI Conversation Outcomes ensures your AI assistant knows exactly how to handle each type of customer response. This setup helps your team stay organized, respond quickly, and keep your conversations moving toward booked appointments and closed jobs.

Why AI Outcomes Matter

Conversation outcomes tell your AI what to do next when a lead replies to one of your campaigns. With outcomes properly configured, your AI can automatically sort and manage responses—saving you time while ensuring every conversation gets handled the right way.

The Three Types of Outcomes

Your AI can sort each conversation into one of three outcomes:

1. Success – When a lead reaches the goal of your campaign.
   
   
2. Bailout – When a human needs to step in.
   
   
3. Discard – When a lead opts out or is no longer interested.
   
   

Step 1: Access Your Inbox

1. Log in to your Hatch account.
   
   
2. Go to your Inbox, where incoming replies from leads appear.
   
   
3. Select a conversation to view how the AI agent interacts with the lead.
   
   

Step 2: Configure the “Success” Outcome

A Success occurs when the lead achieves your campaign goal—such as booking an appointment or scheduling a job.

How to set it up:

1. Go to your AI Settings or Campaign Settings panel.
   
   
2. Locate the Conversation Outcomes section.
   
   
3. Under Success, define what actions should trigger this outcome.
   
   
4. Name your success column—examples include “Set Appointments” or “Schedule Follow-up.”

Tip: Contacts in the Success column should be quickly reviewed to confirm that all appointments are booked and logged in your CRM.

Step 3: Configure the “Bailout” Outcome

A Bailout is when your AI recognizes that a real person should take over. This might happen when:

• The customer asks for a phone call
• They request pricing details
• They have a question that requires a human touch
  
  

How to set it up:

1. Under Conversation Outcomes, open the Bailout tab.
   
   
2. Define your bailout triggers (e.g., customer requests call, complex inquiry).
   
   
3. Assign the conversation to your CSR or team queue.

Tip: Set up notifications so your team is instantly alerted when a bailout occurs. Your CSR should review this column daily and prioritize outreach to these contacts.

Step 4: Configure the “Discard” Outcome

A Discard is used for leads who are not interested, have opted out, or are otherwise unqualified.

How to set it up:

1. Under Conversation Outcomes, open the Discard section.
   
   
2. Define what messages should trigger this outcome (e.g., “Stop,” “Not interested”).
   
   
3. Move these contacts automatically into your discard column.

Tip: It’s often worth giving these contacts a quick phone call to confirm their opt-out—some may prefer to talk rather than text.

Step 5: Review and Test Your Setup

1. Once all outcomes are configured, send yourself a test campaign message.
   
   
2. Reply in ways that should trigger each outcome (success, bailout, discard).
   
   
3. Verify that the AI moves conversations to the correct columns.
   
   
4. Adjust triggers or messages if needed.
   
   

Step 6: Keep Your Team Aligned

Ensure your team knows how to:

• Check the Success column to finalize appointments
• Review Bailout conversations daily
• Confirm Discard leads are properly closed

This alignment keeps your operations smooth and efficient.

You’re All Set!

With your Success, Bailout, and Discard outcomes in place, your AI now knows exactly how to handle every conversation—allowing your team to focus on what matters most: booking more appointments and closing more jobs.