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Find it in Darwin Agent Studio → Outcomes Open this screen ↗
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.
Agent Studio, the Outcomes tab: Book a meeting, built in, with 4 questions first; Request a quote, live, with its Get a quote button; and the templates Request a quote, Request a callback and Start from scratch.

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What you can build

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What a visitor sees

  1. The visitor asks for what the form is for, or taps its button: at the top of the chat, or on your own website.
  2. 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.
  3. They answer one question at a time, then give their name and email last and select Send request.
  4. They see your thank-you message, or go on to pick a time.
The Request a quote form in the chat after it was sent: Request sent, the answers Website redesign, about 20 pages and Within a month, and the thank-you message We'll send your quote within one business day.
See Outcomes in the chat for every way a form opens.

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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 charge per conversation. If a visitor sends a request and books a meeting in the same chat, you’re charged once.

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What it costs

A sent request counts like a booked meeting: it uses one of your included bookings, then your plan’s rate. Requests from visitors who aren’t a fit, repeats and Agent Studio preview chats aren’t billed, and you have three days to take a request off your bill. See How requests are billed.

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Build your first one

  1. Open Agent Studio → Outcomes and pick Request a quote under Start from a template.
  2. Change the questions to fit your business. See Build an outcome.
  3. Turn on the switch to make it Live, then select Save changes.
  4. Ask for a quote in the Agent Studio preview to try it.
  5. Watch for requests in Meetings → Requests. See Requests and follow-up.

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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.

Build an outcome

Pick a template, write the questions and choose what happens after.

Outcomes in the chat

How visitors open a form, and how booking questions work.