Note that this page is in Open Beta. This page is evolving and will continue to gain more features and deeper insights over time.
What is a conversation?
In Hatch, a conversation is any interaction with a client over a single communication channel, such as text or calls. A conversation:- Starts when a client initiates an inbound action (for example, replying to a campaign or calling in).
- Ends when a disposition is applied to close it.
Keep reporting accurate
To get the most accurate reporting and performance insights, make sure your team consistently:- Closes conversations.
- Applies dispositions.
- Properly configures AI Assistants with ending dispositions.
What you can do
- View a log of conversations up to the last 30 days.
- Track status: Active (not yet closed), Closed, and Unassigned (no one is actively responding).
- Search and filter by agent, workspace, organization, user, and contact.
- Click into a conversation to view the full context on the Contact page.
Real-time updates
Conversation data updates in real time, so you can monitor activity and outcomes as they happen.Performance note
If your workspace includes thousands of conversations, performance may be slower. For best results, narrow your filters to specific organizations, workspaces, or time periods.Upcoming improvements
We are continuing to expand Conversations with usability and discovery tools, including:- Improved and new filters.
- Expanded sorting options.
- Tooltips explaining each field.