Hatch Office Hours Recap 1.15.25

This was the first of our office hours webinar series, to build a collaborative community where attendees can share knowledge and help each other grow. We covered:

1. Basic Bot updates
2. Voice update (human and AI)
3. UI update
4. Open Q&A Session

Speakers included:

• Kristen: Head of Marketing at Hatch
• Heath: AI Product Expert at Hatch
• Eric: VP of Customer Experience at Hatch

Get the recording here.

New Basic Bot features

• Get up to speed on Basic Bot: Read this blog post on what Basic Bot is, and catch this Basic Bot webinar recap. : Basic Bot vs Legacy Bot has a simplified setup, using one comprehensive script for easier configuration and editing.
• Train Your Bot: Enables bots to pull data (e.g., contact details) directly from sources like CRMs and confirm with customers instead of asking redundant questions.
• Business Profile tagging: Adds flexibility by allowing bots to reference predefined business rules or conditions for more tailored responses.

Example use case:
A customer fills out a web form. Instead of asking for their name and email again, the bot retrieves this data from the CRM, confirms it, and proceeds with the conversation.

Voice update

Get up to speed on voice with this Voice walkthrough

• Human voice: Coming out February 3. Integrated voice call steps into campaigns, allowing teams to receive notifications in Hatch when a call needs to be made.
• AI voice: Scheduled for release in mid-late February. AI will handle outbound calls, set appointments, and respond to inbound calls.

Voice will work seamlessly with existing Hatch campaigns, including voicemail drops and CRM syncing.

UI update

All Hatch accounts will be switched to the new UI on February 3.

• Why? Because the soon-to-be launched features (calling in campaigns, voice AI, and the new bot building experience) will not be supported by the old UI. 
• What if I'm not using AI or voice? Your account will still be switched to the new UI. We are deprecating the old UI.
• I don't like the all-white interface. Don't worry, we've heard you and we've made changes there.

You can get a tour of the new interface here. If you need further assistance reach out to your Account Manager here — we'll be happy to help get you comfortable with the new UI.

Q&A

AI questions:

• Q: Is there a test sandbox for the AI?
• A: Yes, the interface includes a sandbox where users can simulate and refine bot interactions.
• Q: Can AI respond to texts and emails? And is it for fresh leads only or for all different types.
  A: Yes, the AI supports both text and email. You can also create tailored bots for different campaign types (e.g., rehash, speed-to-lead, recurring services, etc).
• Q: Can the AI summarize conversations?
  A: Yes, summaries can be configured to appear in the contact’s profile for quick insights.
• Q: Can the AI call and set appointments?
  A: Yes, when voice AI comes out, which is February.
• Q: Is there a recommended way to transition our bots from Persona (legacy) to Basic Bot? Or do we have to create net new?
  A: Contact your Account Manager (AM), we’ll help you do it. But if you have legacy bots that are working great, then you are fine to keep those running. 

Voice questions:

• Q: Will the old UI be deprecated even if we don’t use AI or voice? If so, any changes we may see or any hiccups we may experience?
  A: Yes, all Hatch users will make the switch. No hiccups with functionality. 
• Q: Will AI Voice handle both live transfers and automated appointments?
  A: Yes, AI Voice will support both functionalities. For now, human-triggered calls and voicemail drops can be integrated into campaigns.
• Q: How are follow-up activities flagged?
  A: Campaign rules can notify users when certain actions, like a follow-up call, are required.
• Q: I currently use the make a call feature. Will we be able to disposition in Hatch?
  A: Yes

General questions:

• Q: How do others utilize Hatch to pick up stalled conversations outside of Hatch where our sales agents either A) are not getting responses from customers or B) our sales agents are not staying on top of their active leads?
  A: If you're dispositioning it in your CRM, Hatch can launch a campaign and audience based on that disposition. 

Get the recording here.

Stay connected

• Upcoming and past webinars are always listed here. 
• Hatch customers, reach out to your Account Manager here.
• Non Hatch customers, you can book a demo with us here.