Today marks a big moment for Hatch, and here’s why:
Across the service industry, AI is driving revenue while reducing operational costs. But the most effective teams aren’t replacing humans. They’re operating in an AI-forward, human-in-the-loop model. This means that teams need a unified home where humans and AI agents work side by side, and where performance and outcomes can be monitored with total clarity.
That said, we’re excited to introduce two powerful updates designed to give teams unprecedented clarity into how their AI CSRs and human agents are performing: the all-new Dashboard and the Conversations Page. Together, they create a unified performance view that’s clearer, faster, and more actionable than ever before.
These updates aren’t just improvements. They represent a shift in how teams can understand and optimize their entire operation inside Hatch.
There are two things customers already love about Hatch. First, Hatch’s flexible interface and customizable workspaces make it easy to scale operations while keeping teams efficient.
Second, our reporting gives teams clear visibility into AI agent, human agent, channel, and campaign performance, along with appointments and sales. All of the data is accessible, insightful, and built to support growth.
But as teams scaled with Hatch—adding new workspaces, expanding workflows, and bringing on more human and AI agents—we kept hearing the same theme: visibility was getting harder.
Leaders wanted answers to simple but important questions:
The information existed, but it was scattered. Teams had to bounce between salesboards and scan contact cards to see the full picture.
These two new features solve that problem by pulling everything together and adding a higher-level layer of clarity to how teams operate.
The Dashboard is a brand-new, high-level view that pulls together everything happening across your Hatch ecosystem. Instead of piecing together data from different places, you can now open Hatch and immediately understand what’s working—and what’s not.
Dashboard shows:
It’s simple, visual, and instant. Whether you’re overseeing one workspace or managing dozens, Dashboard gives you the clarity you need in seconds.
This is something most platforms require custom reporting for. Now, Hatch gives it to you natively and in real time.
Alongside Dashboard, we’re launching the new Conversations Page, a centralized place to review conversation outcomes from both human agents and AI CSRs. It gives you a clear view of the big picture and makes it easy to dive into the details.
On the Conversations Page, you can:
This page brings together information that was previously scattered across Hatch, making it the fastest way to understand what’s happening at the ground level of your operations. We’re just getting started, and there’s more to come for the Conversations Page.
Together, Dashboard and the Conversations Page give teams something they’ve never truly had before: a unified, real-time performance view of both AI and humans across all workspaces.
This means:
We designed these updates with a simple goal in mind: to make clarity effortless. Because when teams can see what’s happening, they can improve faster and scale with more confidence.
The service industry is moving decisively toward an AI-forward, human-in-the-loop model, and and teams need the tools to measure and improve both.
The launch of Dashboard and the Conversations Page deepens that foundation inside Hatch, creating a more transparent, more intuitive, and more data-driven platform. It’s a meaningful step toward the operational infrastructure that will power the next generation of service businesses, and we’re just getting started.