Outcomes: forms your agent opens in the chat
What an outcome is in Darwin: a short form, like Request a quote or Request a callback, that your agent opens in the chat. Book a meeting is the built-in one. Answers come to you. A request that fits uses 1 credit, like a booked meeting, and one that doesn't is free.
- In Darwin: Conversion Studio → OutcomesOpen in Darwin
- Updated
An outcome is something a visitor can get done in your chat. Most are short forms: a quote request, a callback, or a few questions before a call. When a visitor wants one, your agent opens the form right in the chat, the visitor answers one question at a time, and their answers come to you.
Book a meeting is the outcome every agent starts with. You can give it questions of its own, so visitors answer them before they see the calendar.
What you can build
| Outcome | What the visitor gives you | What happens next |
|---|---|---|
| Request a quote | What they need, when, any details, then their email | Your thank-you message, such as "We'll send your quote within one business day." |
| Request a callback | The topic, a good time to call, and a phone number | Your thank-you message |
| Your own form | Up to seven questions of your own, one of them a qualifying question on Free | A message, or a meeting booked straight after the form |
| Book a meeting (built in) | Your qualifying questions, if you add any | The calendar for visitors who fit; your message for those who don't |
What a visitor sees
- The visitor asks for what the form is for, or taps its button: at the top of the chat, or on your own website.
- The agent says a line and opens the form in the chat. If the visitor already answered a question in the chat, the agent can fill it in for them.
- They answer one question at a time, then give their name and email last and select Send request.
- They see your thank-you message, or go on to pick a time.
See Outcomes in the chat for every way a form opens.
How it works with booking
Book a meeting and your forms work together:
- Questions before any meeting. Add questions to Book a meeting, and every meeting request asks them first. Visitors who aren't a fit see your message instead of the calendar.
- A form that ends in a meeting. A form such as "Plan a site visit" can go straight on to booking once it's sent.
- One credit per conversation. If a visitor sends a request and books a meeting in the same chat, the conversation uses 1 credit.
What it costs
A sent request that passes your fit rules uses 1 credit, the same as a booked meeting. A request that doesn't pass them is free. Repeats within 30 days and Agent Studio preview chats use nothing, and you have three days to take a request off your bill. See How requests use credits.
On Free, each form can have one qualifying question, a question with a fit rule. Growth, Agency and Enterprise have no limit.
Build your first one
- Open Conversion Studio → Outcomes and pick Request a quote from Templates.
- Change the questions to fit your business. See Build an outcome.
- Turn on the switch to make it Live, then select Save changes.
- Ask for a quote in the Agent Studio preview to try it.
- Watch for requests in Meetings → Requests. See Requests and follow-up.
Good to know
- A workspace can have Book a meeting and up to nine forms.
- The agent opens one form at a time, and never asks a form's questions in plain messages.
- A form that's off is saved but never offered to visitors.