Find it in Darwin Agent Studio → Outcomes Open this screen ↗
An outcome is a short form your agent opens in the chat when a visitor wants it: a quote request, a callback, or a few questions before they book. The visitor answers one question at a time without leaving the chat, and the answers come to you.
Booking a meeting is built in, and you can give it questions of its own. Other outcomes add the things a visitor can get done, and can end in a meeting too.
1
Start from a template
Open Agent Studio → Outcomes. Book a meeting comes first, then your forms, each with how many visitors started and sent it in the last 30 days. Use a form’s switch (2) to take it live or off.Under Start from a template, pick the closest one (1):
- Request a quote: what they need, when, any details, then their email.
- Request a callback: the topic, a good time to call, and a phone number.
- Start from scratch: your own questions.
2
Name it and say when to offer it
At the top of the form, type its name. Offer it when the visitor… tells the agent when to open it, in your own words, such as “asks what a job would cost or wants an estimate”.Their button is the button visitors see above the message box when the agent offers the form. Turn on Also at the top of the chat to put that button under your agent’s name, in place of Book a meeting. One form at a time can have that spot.
3
Write the questions
Each question shows the way the visitor will see it. Select one to edit it: write the question, then pick its type (1): Short, Long, Choice, Multiple, Number, Phone, Date or Yes / no. Select Done to close it. A form can have up to seven questions; add one from the Add a question row, and use the arrows to reorder.Two switches on each question:
- Required: the visitor has to answer it.
- Agent can fill it in from the chat (2): if the visitor already said it (“I need a quote for a kitchen refit”), the agent fills it in and the step shows as already answered. The visitor can go back and change it.
4
Add fit rules (optional)
Fit rules decide who goes on to book:
- On a Choice, Multiple or Yes / no question, select Not a fit beside the answers that rule a visitor out. Any one of them makes the visitor not a fit.
- On a Number question, fill in Fits between with the lowest and highest that fit. Leave a side empty for no limit.
5
Choose what to ask for at the end
Name and email is always the last step, so every request reaches you with a way to reply. Choose No phone, Phone optional or Phone required.
6
Choose what happens after the form
Under After the form, pick one:
- Show a message thanks the visitor with your Thank-you message, such as “We’ll send your quote within one business day.”
- Book a meeting (marked) goes on to booking once the form is sent: your Book a meeting questions if you set some, then the calendar, under your Above the calendar message. Tick Visitors can send the request without booking if a booking is welcome but not needed.
7
Save it
Turn on the switch at the top to make the form Live, then select Save changes in the bar at the bottom, the same bar as the rest of Agent Studio. Discard puts back what was saved. A form that’s off is saved but never shown to visitors.
Ask questions before any meeting
To qualify visitors before they book, select Book a meeting at the top of the list and add questions. Suggestions such as Team size and Budget add a ready-made question in one tap. Mark the answers that rule a visitor out with Not a fit (marked), then select Save changes. From then on, every meeting request opens these questions first, whether the visitor asks the agent, uses the Book a meeting button at the top of the chat, or comes from a form that ends in a meeting. Visitors who fit go on to the calendar. Visitors who don’t see your not-a-fit message, their answers still come to you, and they aren’t offered a meeting again in that chat. Remove every question to send visitors straight to the calendar again.
What visitors see
When a visitor asks for what the form is for, the agent says a line and opens the form in the chat. One question shows at a time and answered steps fold into a line above it; Back changes an answer. Name and email come last, and Send request sends it. They then see your message, or, if the form ends in a meeting, your Book a meeting questions and the calendar.
Where requests go
Every sent request is saved with its conversation, and goes wherever you set it up. Send answers to, at the bottom of each form, shows what’s connected and links to each.
How requests are billed
A sent request counts like a booked meeting: it uses an included booking first, then your plan’s rate. See Plans and usage. A request isn’t billed when:- it was sent from the Agent Studio preview,
- the visitor wasn’t a fit,
- the same email sent the same form in the last 30 days, or
- a meeting was booked in the same conversation. One conversation is charged once, and the meeting counts instead.
Good to know
- A workspace can have up to 10 outcomes. Each form has up to seven questions, plus name and email.
- Turning a form off stops the agent offering it. Remove, at the top of the form, removes it; requests already sent stay in Conversations and Meetings → Requests.
- The agent opens one form at a time, and never asks a form’s questions in plain messages.
Add chat buttons to your website
Open a form straight from a button on your page.
Connect Zapier
Send each request’s answers to your CRM or a sheet.