A Sneak Preview of Hatch Voice AI

This exciting Hatch webinar introduced two major product updates that will be coming out in a few weeks:

1. The new AI bot builder experience
2. Voice AI for inbound phone calls

Watch the webinar recording here.

Part 1: The New Hatch AI Bot Builder

The new experience, dubbed the “Playground,” simplifies bot setup and includes three core sections:

1. Persona Tab

• Customize the bot’s name, tone, and voice.
• Voice previews available (e.g., "Sarah" – friendly and informative).
• Configurable features:
  • Response delay for natural pacing
  • Ability to stall conversations when leads go cold
  • Option to disable scheduling functionality

2. Knowledge Tab – The bot’s “brain”

Includes four key input types:

• Business Profile (basic info like hours, services, etc.)
• FAQs: Custom Q&A pairs
• Document Uploads: PDFs, e.g., service area zip codes, policies
• Customer Data: Pulls in from CRM integrations like ServiceTitan to give context during conversations (e.g., past estimates)

✅ Multiple ways to input the same data (e.g., zip codes via FAQ, business profile, or documents)

3. Decision Tree Tab – The bot’s “script”

• Fully customizable set of instructions (i.e., “ask these questions in this order”)
• Replaces the “interactions” system in the old bot
• Works across all channels: SMS, email, and now voice
• Includes pre-built templates by use case: speed-to-lead, missed appointment, inbound calls, etc.

4. Slash Commands 

• /transfer: Escalate to a human and assign to a CSR or sales board column

• /extract: Pull key conversation insights (e.g., issue, address, appointment time)
• /end: Define how and when a conversation concludes; includes custom dispositions
• /knowledge: Proactively pull content from the business profile (e.g., FAQs)
• /calendar: Allows the bot to schedule an appointment on an integrated calendar (currently, ServiceTitan is the only calendar integration available)

✅ You now define what counts as a success, disqualified lead, or other outcomes—replacing the old success/bailout/discard system.

Part 2: Voice AI Demo

Voice AI handles inbound calls to a Hatch number and:

• Answers like a real CSR
• Gathers caller info
• Qualifies the lead
• Schedules appointments (if enabled)
• Works for overflow or after-hours scenarios

📲 Live Call Walkthrough

A sample HVAC scenario was demonstrated where:

• The bot answered the call
• Asked the customer about their issue, maintenance membership, and basic details
• Collected name, phone number, and address
• Explained service fees and scheduling protocol
• Booked a hypothetical appointment
• Ended the call warmly

🗣️ “Hi, I’m having trouble with my heater.”
🤖 “Oh no! Let’s get that sorted out…”
…ends with a confirmed appointment and “Thank you for choosing Bache Heating & Air.”

Q&A

1. Do you have to tell a prospect that this is an AI agent?
   It’s configurable. Nothing is hardcoded to identify it as AI, but Hatch recommends transparency. You can instruct the bot to say it's an AI if asked or start the script with a custom intro.
2. Is there a way to have a dynamic stalled conversation rule (e.g. 2 follow-ups the first day, then wait until the next morning)?
   Not yet. Current options are simpler (e.g., wait X hours, send Y messages). More flexible rules are on the roadmap.
3. Can the bot send documents like a brochure if a customer asks?
   Not currently, but it's a potential future enhancement.
4. Will this new bot builder affect existing bots?
   No. You can continue using existing bots. New features will only be available on the new builder.
5. What if you want to switch old bots to the new builder?
   There’s no 1-click migration, but Hatch’s team can help you recreate the bot in the new format.
6. What determines a “success” in this new builder? Can it be customized?
   Yes. You define what success looks like using the new end command. You can disposition conversations (e.g. plumbing, HVAC, disqualified) however you like.
7. Can it handle over 700 zip codes?
   Yes. You can upload large documents (e.g., PDF of service areas) and the bot will reference them intelligently.
8. Are the AI calls recorded?
   Yes, they’re saved on the contact card in Hatch. You can listen to the audio and read the transcript.
9. Can the voice AI answer from a queue and then transfer to the right department?
   Yes. The bot can transfer calls to a specific person or department using slash commands. Real-time transfers are coming soon.
10. How does it handle situations where it can't understand the client?
    It will politely ask the user to repeat themselves and steer the conversation back to the intended path.
11. Does it support other languages?
    Not yet for Voice AI. The text AI may support it, and it’s on the roadmap.
12. Can it leave custom voicemail drops?
    Not in the current (inbound-only) version. That’s part of the upcoming outbound call AI.
13. Where are call recordings stored?
    In your Hatch sales board—on the contact’s conversation card.
14. Can you use your existing Google-listed phone number for outbound calls?
    That’s a potential option for outbound calling, which is coming later.
15. Can you have multiple conditions for transfers?
    Yes. You can use logic to transfer based on different conditions (e.g., service type, emergency).
16. How many simultaneous calls can the Voice AI handle?
    Unlimited. The AI can handle as many concurrent inbound calls as needed.
17. Can it share a link to an uploaded doc?
    Not yet. In the future, you may be able to just provide a link for the bot to scrape.
18. Can I set hours for the bot that differ from business hours?
    That’s coming. For now, create a separate workspace and set the hours that way.
19. What file types can I upload to the Knowledge section?
    PDFs, text files, and TIFFs for now.
20. Will Square Appointments or i360 integrate?
    More calendar integrations are coming in 2025 (Square, i360, Salesforce, etc.).
21. How detailed should my documents be?
    As detailed and precise as possible. Avoid vague or conflicting info across business profile and documents.
22. Can the AI bot send a text/email during a call?
    Not during a live call. It’s better to follow up via campaign afterward.
23. Will it use the same number as texting for outbound calls?
    Yes. It uses the same number associated with your workspace.
24. Can it wait until CSRs don’t answer before picking up?
    Yes. You can configure call forwarding from your phone system (e.g., after X rings) to the Hatch number.
25. Are there limits to the number of slash commands or data fields?
    Not enforced, but recommended to keep it below ~20 commands to avoid confusion.
26. When will Voice AI be available?
    Closed beta is launching in a few days. Public release is expected in April. Outbound voice AI beta will follow in Q2.
27. Can the AI bot send a text message or email during a phone call?
    Not currently. Simultaneous communication across channels isn’t recommended, but follow-ups via campaigns can be triggered post-call.
28. Can I use the same phone number for both text and voice?
    Yes. The workspace phone number supports both.
29. Can I configure the bot to pick up only after CSRs don’t answer?
    Yes, by setting up call forwarding from your phone system to the Hatch number after a delay.
30. Are there limitations on slash commands or customer data fields?
    You can use as many as needed, though keeping the logic under ~20 commands is recommended for clarity.

What’s Next?

• Voice AI is entering closed beta in the coming days
• More voice options and even custom CSR voice cloning coming soon
• Expect frequent updates and expanding functionality in the new builder

Final thoughts

This update represents a huge leap forward in usability, flexibility, and cross-channel AI communication. Whether you're handling overflow calls or want to fine-tune follow-ups, the new Hatch Bot Builder and Voice AI give you the tools to automate smartly, naturally, and with control.

If you want to be part of the closed beta, reach out to Hatch!

Watch the webinar recording here.

Learn more

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

For past and upcoming Hatch webinars, check out our webinar page!