# Hatch

> Hatch is an AI customer service representative (CSR) platform for service businesses. AI agents handle calls, texts, and emails to help businesses convert leads, reduce operational costs, and scale customer communications without adding headcount. Hatch serves HVAC, plumbing, electrical, roofing, home improvement, and other service businesses.

## Overview

Hatch combines AI-powered customer communication with workflow automation, business-specific knowledge, CRM integrations, and human oversight.

The platform is designed to help service businesses:

- Answer inbound calls 24/7
- Respond to new leads instantly
- Qualify leads and book appointments
- Follow up with estimates and opportunities
- Re-engage aged leads, customers, and members
- Automate customer communications across voice, SMS, and email
- Coordinate AI and human customer service representatives
- Connect customer conversations and actions with CRMs and business systems
- Track appointments, revenue attribution, and AI performance

Hatch serves businesses ranging from SMBs to enterprise, PE-backed, and multi-location operators.

## Core Capabilities

- **Inbound Voice AI:** Answers calls, qualifies leads, books appointments, answers FAQs, filters non-lead calls, and transfers conversations to human CSRs when needed.
- **Outbound Voice AI:** Places proactive outbound calls for speed-to-lead outreach, appointment confirmations, reactivation, win-back, and membership renewal campaigns.
- **Messaging AI:** Handles SMS and email conversations end-to-end, including qualification, appointment booking, follow-up, and lead reactivation.
- **Journey Automation:** Creates multi-day, multi-channel customer journeys across voice, SMS, and email based on customer behavior and CRM events.
- **Knowledge Engine:** Grounds AI behavior in business-specific information, documents, websites, CRM data, behavioral rules, guardrails, and escalation logic.
- **CRM and Data Integration:** Connects Hatch with CRMs, lead sources, calendars, and business tools with real-time data synchronization.
- **Human + AI Collaboration:** Gives human CSRs visibility into AI conversations and allows real-time monitoring, review, and takeover.
- **Analytics and Reporting:** Provides visibility into conversations, appointments, sales, revenue attribution, and AI/human performance.

## Product

- [Platform Overview](https://www.usehatchapp.com/product/platform-overview): High-level overview of the Hatch platform and how its AI-powered customer service capabilities work together
- [Voice AI](https://www.usehatchapp.com/product/voice-ai): AI agents that answer, qualify, and book inbound calls, filter non-lead calls, and warm-transfer conversations to humans. Includes call transcripts, recordings, dashboards, and tools for review and auditing. Outbound Voice AI extends the platform to proactive outbound calls for speed-to-lead, appointment confirmations, win-back, and membership renewal campaigns
- [Messaging AI](https://www.usehatchapp.com/product/messaging-ai): Always-on AI agents for SMS and email that manage conversations end-to-end, including qualification, appointment booking, follow-up, and reactivation. Supports outbound campaign sequences, conversation monitoring, and real-time human takeover
- [Journey Builder](https://www.usehatchapp.com/product/journey-builder): Visual automation for multi-channel voice, SMS, and email customer journeys. Supports behavior-based triggers, multi-day campaign sequences, CRM audience targeting, workflow enrollment and removal rules, and performance analytics
- [Knowledge Engine](https://www.usehatchapp.com/product/knowledge-engine): Structured system for training and controlling AI behavior using business profiles, FAQs, documents, CSV files, websites, CRM context, behavioral rules, guardrails, escalation logic, and version-controlled configuration
- [Data Bridge](https://www.usehatchapp.com/product/data-bridge): Connects Hatch with CRMs, lead sources, calendars, and business tools through native integrations, real-time synchronization, live calendar availability and booking, and structured data delivery via webhooks
- [Command Center](https://www.usehatchapp.com/product/command-center): Unified workspace for AI and human CSRs with conversation boards, live monitoring and handoffs, transcript and recording review, coaching tools, and performance and ROI reporting across teams and locations
- [AI Embed](https://www.usehatchapp.com/product/ai-embed): Embeds Hatch AI capabilities into existing business processes and workflows as infrastructure rather than as a standalone tool

## Solutions

- [24/7 Call Handling](https://www.usehatchapp.com/solutions/call-handling): AI voice agents answer inbound calls around the clock, qualifying leads, booking appointments, answering FAQs, filtering spam and non-lead calls, or transferring conversations to human CSRs
- [Speed to Lead](https://www.usehatchapp.com/solutions/speed-to-lead): Instantly engage new digital leads across phone and digital channels to improve response time and appointment conversion
- [Estimate Follow-up](https://www.usehatchapp.com/solutions/estimate-follow-up): Automate personalized follow-up on estimates and opportunities to increase conversions and revenue
- [Lead Nurture](https://www.usehatchapp.com/solutions/lead-nurture): Re-engage aged leads, estimates, no-shows, and other opportunities through automated outreach
- [Customer Care](https://www.usehatchapp.com/solutions/customer-care): Automate confirmations, reminders, "on the way" notifications, job-status updates, rescheduling, inbound customer questions, post-job satisfaction checks, invoice reminders, and review requests
- [Customer Recontact](https://www.usehatchapp.com/solutions/customer-recontact): Proactively contact past customers and members to book tune-ups, inspections, and other services while generating demand during slower periods
- [Marketing Blasts](https://www.usehatchapp.com/solutions/marketing-blasts): Run one-to-many outreach campaigns to large customer and lead audiences

## Industries

Hatch is built for service businesses, including:

- HVAC
- Plumbing
- Electrical
- Roofing
- Home improvement
- Remodeling
- Windows and doors
- Flooring
- Other home and field service businesses

## Customers

- [Home Services](https://www.usehatchapp.com/customers/home-services): Solutions for HVAC, plumbing, electrical, roofing, and related home service businesses
- [Home Improvement](https://www.usehatchapp.com/customers/home-improvement): Solutions for remodeling, windows and doors, flooring, and related home improvement businesses
- [Built for Every Operational Role](https://www.usehatchapp.com/customers/users): How Hatch supports CSRs, managers, owners, and executives
- [SMB and Mid-Market](https://www.usehatchapp.com/customers/small-business-mid-market): Communication and automation for growing service businesses
- [PE, Enterprise, and Multi-Location](https://www.usehatchapp.com/customers/enterprise-private-equity): Standardized AI communication and operations across larger organizations, brands, and locations. Supports campaign and Knowledge Engine configuration cloning, role-based access, and custom reporting
- [Customer Success Stories](https://www.usehatchapp.com/testimonials): Customer stories covering revenue growth, efficiency improvements, operational impact, and ROI
- [Case Studies](https://www.usehatchapp.com/case-studies): Individual customer case studies covering businesses across service industries

## Integrations

Hatch integrates with lead sources, CRMs, financing platforms, marketing tools, and other business systems so AI agents can operate with business context across customer communication channels.

Hatch supports 60+ technology and business integrations.

- [All Integrations](https://www.usehatchapp.com/integrations): Full directory of Hatch integrations
- [Yelp](https://www.usehatchapp.com/integrations/yelp): Respond to Yelp leads when they arrive
- [Angi](https://www.usehatchapp.com/integrations/angi-leads): Respond to and follow up with Angi leads
- [Google LSA](https://www.usehatchapp.com/integrations/google-lsa): Handle and follow up with Google Local Services Ads leads and calls
- [Thumbtack](https://www.usehatchapp.com/integrations/thumbtack): Respond to Thumbtack leads with instant outreach
- [Porch](https://www.usehatchapp.com/integrations/porch): Follow up with homeowner leads from Porch across supported service categories
- [Modernize](https://www.usehatchapp.com/integrations/modernize): Automatically text, email, and call Modernize homeowner leads
- [ServiceTitan](https://www.usehatchapp.com/integrations/servicetitan): Real-time two-way synchronization with ServiceTitan, including live booking availability
- [LeadPerfection](https://www.usehatchapp.com/integrations/leadperfection): AI outreach and appointment booking using LeadPerfection data
- [improveit 360](https://www.usehatchapp.com/integrations/improveit-360): Trigger AI actions from improveit 360 pipeline stages
- [AccuLynx](https://www.usehatchapp.com/integrations/acculynx): Two-way real-time synchronization with AccuLynx
- [Salesforce](https://www.usehatchapp.com/integrations/salesforce): CRM integration for lead and customer data synchronization
- [HubSpot](https://www.usehatchapp.com/integrations/hubspot): CRM integration for lead and customer data synchronization
- [Jobber](https://www.usehatchapp.com/integrations/jobber): Field service management integration
- [JobNimbus](https://www.usehatchapp.com/integrations/jobnimbus): CRM integration for roofing and contracting businesses
- [CompanyCam](https://www.usehatchapp.com/integrations/companycam): Attach CompanyCam job-site photos to Hatch text and email conversations
- [Hearth](https://www.usehatchapp.com/integrations/hearth): Home improvement financing integration
- [Siro](https://www.usehatchapp.com/integrations/siro): Sales conversation intelligence integration
- [Zapier](https://www.usehatchapp.com/integrations/zapier): Connect Hatch with thousands of other applications through Zapier

## Resources

- [Blog](https://www.usehatchapp.com/blog): Articles covering AI CSR strategy, product updates, customer service, sales, and industry trends
- [Playbooks](https://www.usehatchapp.com/playbooks): In-depth guides for applying AI to sales and service workflows by industry and use case
- [Resources Hub](https://www.usehatchapp.com/resources): Central collection of Hatch playbooks and guides
- [2026 AI CSR Cheatsheet](https://www.usehatchapp.com/playbooks/ai-csr-cheatsheet): Guide to AI CSR best practices for 2026
- [Speed to Lead ROI Calculator](https://www.usehatchapp.com/tools/speed-to-lead-roi): Calculator for estimating the potential ROI of faster lead response
- [Estimate Follow-Up ROI Calculator](https://www.usehatchapp.com/tools/sales-follow-up-roi): Calculator for estimating the potential ROI of automated estimate follow-up
- [Missed Call Recovery ROI Calculator](https://www.usehatchapp.com/tools/missed-call-recovery-roi): Calculator for estimating the potential ROI of recovering missed calls
- [Competitor Comparison](https://www.usehatchapp.com/competitor-comparison): Hatch's comparison of its platform with other AI CSR and messaging platforms
- [Help Center](https://docs.usehatchapp.com/getting-started/intro-to-hatch/what-is-hatch): Documentation and getting-started guides
- [Webinars](https://watch.getcontrast.io/hatch): Recorded Hatch webinars

## Company

Hatch was founded in 2018 and is headquartered in New York City. The company serves service businesses ranging from SMBs to enterprise and multi-location operators.

In January 2026, Yelp announced an agreement to acquire Hatch. The acquisition was completed in early February 2026. Hatch continues to operate independently, with the same team, product roadmap, and mission, while gaining additional resources and distribution through Yelp.

- [Hatch is Joining Yelp!](https://www.usehatchapp.com/blog/hatch-joins-yelp): Hatch's announcement regarding its acquisition by Yelp and the company's continued independent operation
- [Yelp Acquisition Press Release](https://www.yelp-ir.com/news/press-releases/news-release-details/2026/Yelp-Accelerates-Strategy-with-Acquisition-of-AI-Lead-Management-Platform-Hatch/default.aspx): Yelp's official announcement of the Hatch acquisition
- [Why Hatch](https://www.usehatchapp.com/why-hatch): Hatch's positioning and differentiation, including its approach to embedding AI into business operations
- [Pricing](https://www.usehatchapp.com/pricing): Information about Hatch pricing and plans
- [Careers](https://www.usehatchapp.com/careers): Open positions at Hatch
- [Referral Program](https://www.usehatchapp.com/refer): Hatch's business referral program
- [Get a Demo](https://www.usehatchapp.com/get-a-demo): Request a Hatch product demonstration
- [Privacy Policy](https://www.usehatchapp.com/legal/privacy): Hatch privacy policy
- [Terms of Service](https://www.usehatchapp.com/legal/terms): Hatch terms of service