Abandoned Call webinar recap

We recently hosted a webinar on ServiceTitan Abandoned Call Campaigns in Hatch. For one of our customers, in the past three months, they've seen:

• 1,747 contacts processed through the campaign
• 6 appointments autobooked through AI
• 71 contacts in the campaign currently being worked
• Reduced time spent on unqualified leads

Here's the recap on how to use it and have success with it.

Watch the webinar recording here.

General questions

• What is a ServiceTitan abandoned call campaign?
  It’s an automated Hatch campaign that follows up on calls marked as “abandoned” in ServiceTitan. It sends multiple touchpoints over a few days to re-engage potential customers.
  
  
• How does the audience setup work for abandoned call campaigns in ServiceTitan?
  Hatch provides an audience template targeting abandoned calls, which you can customize. For example, some companies add in a filter based on call duration.

Best practices for messaging and setup

• Is there a missed call campaign template in Hatch?
  Not yet. It’s still a new campaign type so we want to wait until we have enough performance data before making a standard template 
  
  
• How are customers structuring their campaigns now?
  A three-message sequence is recommended:
  • Immediate response: "Hi, this is [[Details Company Name]]. We missed your call. Would now be a good time to chat?"
  • Two days later (day 3): "Thanks again for calling us. We didn’t hear back. Text us with what you need—we’re here to help."
  • Two days later (day 5): "Hey, this is [[Details Company Name]] again. If you need anything, please text us at this number."
    
    
• How do I remove contacts from the campaign if they’ve already reconnected?
  If a customer books an appointment after receiving the first message, Hatch will remove them automatically using workflow rules.
  
  
• Are multiple campaign variations possible based on different service types (e.g., HVAC, plumbing, sales)?
  Yes, but it requires an identifier from ServiceTitan, such as a specific phone line or marketing campaign tag.

Integration questions

• Are these abandoned calls coming from Hatch or ServiceTitan?
  The calls originate in ServiceTitan. When a customer calls in and the call is abandoned (unanswered or unbooked), the campaign triggers through Hatch.
  
  
• Is it only for abandoned calls?
  You can set up a campaign targeting any ServiceTitan call status. Abandoned calls or Unbooked calls are popular options. 
  
  
• Do abandoned call campaigns work with other platforms besides ServiceTitan?
  Currently, this feature is exclusive to ServiceTitan, but Hatch is exploring other CRMs.
  
  
• Does Hatch differentiate between spam calls and real customer calls?
  The current system does not automatically filter spam calls. It only processes call statuses from ServiceTitan.
  
  
• Can the campaign distinguish between inbound and outbound calls?
  Yes, Hatch targets inbound missed calls from customers.
  
  
• Where can users see the names of contacts currently in the campaign?
  
  The "In Campaign" tab shows active contacts, and the workflow section also marks them as active.

Bot questions

• Can a bot handle responses to abandoned call campaigns?
  Yes, users can attach a bot to engage with responses. The bot can triage leads, answer questions, and book appointments if needed.
  
  
• What kind of bots can be used in these campaigns?
  There are two main options:
  1. Basic Bot: Handles general inquiries and triages responses.
  2. ServiceTitan Scheduler Bot: Focuses on appointment scheduling directly within ServiceTitan.
     
     
• How does the bot decide when to respond?
  The bot responds immediately when a customer replies to the campaign. a and continues engagement if the customer responds later.
  
  
• Can a bot handle different types of customer inquiries?
  Yes, the Basic Bot can handle a mix of questions, while the Scheduler Bot is best for direct appointment setting.
  
  
• Can the bot handle trade-specific scheduling and capacity planning in ServiceTitan?
  Yes, the ServiceTitan Scheduler Bot considers technician shifts and capacity planning when booking appointments.
  
  
• Will customers receive multiple follow-up messages if they call in multiple times?
  No, Hatch prevents duplicate messages by limiting campaign enrollment to once per day.
  
  
• Can you see full chat transcripts between the bot and the customer?
  
  Yes, conversations are visible in the Conversation Tab in Hatch.

Performance

• Are there companies successfully using the abandoned call campaign?
  
  Yes, over 30 companies currently use it, including Point Loma Electric and Plumbing.
  
  
• What are the results from Point Loma Electric’s abandoned call campaign?
  
  In three months, they’ve had:
  • • 1,747 contacts processed
    • 6 direct bookings through the bot
    • 71 contacts in the campaign currently being worked
    • Reduced time spent on unqualified leads

What feedback has Hatch received from companies using the campaign?

Many businesses report increased bookings and reduced workload, as Hatch filters out wrong numbers and low-intent calls.

Watch the recording.

Want to set up a ServiceTitan abandoned call follow-up campaign?

• Hatch customers, reach out to your Account Manager here.
• Non-Hatch customers, you can book a demo with us here.

Want to learn more?

• Read the Abandoned Call Campaign blog post here.
• Hear Point Loma talk about their successes with it here.