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The three outcome types

Your AI can sort each conversation into one of three outcomes:
  1. Success — when a lead reaches the goal of your campaign (e.g. booking an appointment)
  2. Bailout — when a human needs to step in
  3. Discard — when a lead opts out or is no longer interested

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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

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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.
  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 (e.g. “Set Appointments” or “Schedule Follow-up”)
Contacts in the Success column should be quickly reviewed to confirm that all appointments are booked and logged in your CRM.

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Step 3: Configure the Bailout outcome

A Bailout is when your AI recognizes a real person should take over — for example when the customer asks for a call, requests pricing, or has a question requiring a human touch.
  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
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.

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Step 4: Configure the Discard outcome

A Discard is for leads who are not interested, have opted out, or are otherwise unqualified.
  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
It’s often worth giving these contacts a quick phone call to confirm their opt-out — some may prefer to talk rather than text.

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Step 5: Review and test your setup

  1. 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

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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