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Step 1: Choose and assign campaigns

  1. From your Hatch workspace, go to the Campaigns section
  2. Select the campaign you want your AI agent to handle (e.g. Speed to Lead, Estimate Follow-Ups, Nurture)
  3. Assign your AI agent to the chosen campaign
Assigning campaigns ensures your agent only manages the right types of conversations, keeping interactions organized and efficient.

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Step 2: Create your script

Each AI script includes four key sections:
  1. Persona — defines who your AI is (tone, personality, communication style)
  2. Goal — clarifies what the conversation is trying to achieve
  3. Instructions — outlines how your AI should guide the conversation
  4. Additional considerations — specifies any unique cases or exceptions

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Step 3: Generate script instructions automatically

  1. Click the 💬 icon at the bottom-right of your screen
  2. Select Generate Instructions
  3. Type your prompt — for example: “Give me an AI agent script for a speed-to-lead campaign with the goal of engaging leads about their project request and getting them set up with a booked appointment.”
  4. Hatch will automatically generate a script template
  5. Review, edit, and customize the template to fit your business and tone

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Step 4: Add outcome commands

Every script must include commands that tell your AI what to do when a conversation reaches an outcome. The three required commands:
  • Success — the conversation achieved its goal (e.g. appointment booked)
  • Bailout — a human CSR should take over (e.g. customer asks for a call or specific pricing)
  • Discard — the lead opted out or is no longer interested
Examples:
  • If a customer requests a phone call → your AI responds “Someone from our team will reach out soon!” and ends with a bailout
  • If a customer reports an emergency → use the bailout command to ensure immediate human follow-up

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Step 5: Use commands to reference knowledge data

Commands allow your AI to access stored knowledge and personalize conversations.
  1. Type a backslash (\) inside your script
  2. Choose a knowledge command from the dropdown
  3. For example, to reference a customer’s first name: type \ → select Knowledge → Customer Data → First Name
  4. Click Save to apply changes
This enables your AI to use existing customer data naturally — without asking for information you already have.

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Step 6: Test your decision tree

  1. Open your AI agent environment
  2. Run test conversations to simulate real interactions
  3. Observe how your AI responds to different outcomes
  4. Continue testing until it behaves exactly how you want
Everything you add saves automatically, so you can safely test and refine in real time.

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Step 7: Add additional considerations

Use this section to handle edge cases such as:
  • Handling urgent requests differently
  • Escalating messages based on keywords
  • Customizing responses by service type
Hatch AI Agent Setup Guide