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Contact

A contact is a person you communicate with in Hatch. Contacts usually come from lead sources, your CRM, or manual uploads.

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Conversation Card

A conversation card represents an ongoing conversation with a contact. It shows messages, call history, contact details, and status — all in one place.

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Campaign

A campaign is a sequence of messages (SMS, email, voice) sent automatically over time. Campaigns are used for things like speed to lead, follow-up, nurture, and more.

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Audience

An audience is a group of contacts that meet certain conditions. Audiences are used to determine who should enter a campaign.

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Workflow

A workflow controls automation in Hatch, connecting audiences to campaigns. When a contact meets the audience criteria, the workflow automatically enrolls them in the campaign.

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Salesboard

The Salesboard is where your team works conversations. It’s a Trello-style shared inbox where you can view, respond to, assign, and organize active conversations. Each workspace has one Salesboard.

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Workspace

A workspace groups campaigns, contacts, conversations, and settings together. Each workspace has its own phone number,email address, and Salesboard.

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Organization (Org)

Your organization is the top-level account in Hatch. It contains all of your workspaces, users, and global settings.

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AI Agent

An AI agent can respond to customers automatically using approved messaging and rules. AI agents can answer questions, qualify leads, and book appointments—with your team stepping in for more complex or sensitive conversations.

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Business Profile

Your business profile stores information like your company name, branding, and business details used in messages and AI responses.

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Decision Tree

A decision tree guides AI behavior by defining how it should respond based on customer answers or intent.