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Define goals

A Goal is one measurable outcome for a conversation to work toward: what "succeeded" means, stated once so the agent can pursue it and Anychat can score it. A Goal names a single outcome for one conversation. Define Goals once in a small library at Behavior · Goals, then assign each one where it applies: a Playbook, an Outreach, or the agent's default.

What a Goal contains

Field What it does
Name The label used in the Behavior document, in reports, and in Explain ("Book a call").
Description One line, operator-facing, shown in the library and in the console.
Definition How the Goal is reached: an event the platform observes, or a criterion a reviewer judges.

Event vs. judged definitions

An event Goal is reached when the platform observes something happen in the conversation, with no interpretation involved.

Event Reached when
Appointment booked An appointment created during the conversation reaches Scheduled.
Contact captured The person's email or phone is added to their record during the conversation.
Person replied The person answers an outreach message or follow-up within 72 hours, even if the reply starts a new session.
Link tapped An Outreach link sent to this person is opened.

Link tapped has no producer yet

A Goal defined on Link tapped is recorded but never marked reached until Outreach links report taps. Use one of the other three events, or a judged Goal, until that ships.

A judged Goal is a plain-language criterion instead of an event: "the person leaves with a clear next step, even if they didn't book," or "the person's budget and timeline are both on record." There's no event to watch for, so Anychat reads the finished conversation against the criterion once it ends.

Where a Goal is assigned, and in what order

A Goal only takes effect once something assigns it. Assign the same Goal, or different Goals, to as many Playbooks and Outreaches as make sense, and set one default Goal for everything else. A conversation has at most one active Goal at a time, resolved in this order:

  1. The active Playbook's Goal, if it has one.
  2. Otherwise, the conversation's Outreach Goal, if the agent started the conversation and that Outreach set one.
  3. Otherwise, the agent's default Goal, if set.

A conversation with no Goal anywhere in that chain has no active Goal: the agent follows its Playbooks, and the conversation isn't scored.

Unless a condition holds

Any assignment can carry one condition on the person: unless a one-level check on their record holds, then a different Goal takes over. For example, assign Book a demo, unless the person already has a call on their record, then assign Schedule a follow-up instead. The condition reads one field on the Person — whether a field exists, or matches a value — never a combination of fields. If the then Goal has been deleted, the assignment falls through to the next source in the order above, as though this one didn't apply.

Agents that had Objectives

Objectives were retired on September 15, 2026. An agent that already had a default Goal kept working exactly as before. For every other agent, the objectives text was added to the end of its default Playbook's instructions, so it reads the same guidance; assign a default Goal to have its conversations scored.

What Review records

When a conversation with an active Goal ends, Anychat records whether the Goal was reached. For an event Goal, that's whatever the platform observed happen during the conversation. For a judged Goal, a reviewer reads the finished conversation against the criterion and records its verdict along with the reason. Either way, the outcome is attributed to the Goal and to how it was assigned (Playbook, Outreach, or default), so you can see completion by Goal over time.

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