Objectives¶
An Objective is a desired conversational end-state: what success looks like when a conversation ends. The concept is covered in The Agent Definition; this guide is about choosing, ranking, and authoring them. Objectives are edited at Settings · Objectives.
What an Objective contains¶
| Field | What it does |
|---|---|
| Name | The label used in lists and analytics ("Book a call with the rep"). |
| Priority | The rank. When two Objectives pull against each other on a turn, the higher-ranked one wins. |
| Description | Operator-facing summary shown in lists and reports. |
| Body | The agent-facing statement of the end-state and what "met" means. |
Writing outcome-shaped Objectives¶
An Objective describes an end-state, not a procedure. The test: could you evaluate a finished transcript against it and answer "achieved or not"?
- Outcome-shaped: "A specific call is on the books: the prospect has committed to a concrete date, time, and timezone, and the appointment has been created."
- Not an Objective: "Ask three qualifying questions, then propose a time." That's instructions — it belongs in a Playbook body.
End the body with an explicit "met when" sentence. The same text that guides the agent during the conversation is used to evaluate the conversation afterward, so a crisp completion condition improves both.
Ranking¶
Order the list by business priority. Ranking matters most when Objectives compete on a single turn: an agent with Book a call ranked above Answer product questions will answer a product question and then steer back toward scheduling, rather than settling into open-ended Q&A. Keep the list short — a handful of ranked Objectives frames judgment; a dozen dilutes it.
Analytics¶
After each conversation, Anychat evaluates which Objectives were achieved and aggregates the results into completion rates over time. This is how you see that 40% of last week's conversations achieved Book a call, and whether a change you made moved the number.
Starting from the catalog¶
The catalog ships common Objectives (Drive to scheduling, Qualify the lead, Answer product questions accurately, Escalate with grace). Importing one copies it onto your agent for editing, and the copy keeps its catalog link so the console can offer published updates later.