Today, we’re rolling out another feature to make your AI’s workings even more transparent.
What is Reason for Human Handoff
Every Human Handoff event now comes with a clear explanation, telling exactly why the conversation was handed off from AI to a human representative.
When a conversation moves to a human rep, it’s a moment worth understanding.
Maybe the user specifically requested human help.
Perhaps frustration crept in, calling for a personal touch.
Or it could be that your AI didn’t have enough information in its Knowledge Base to respond — a clear hint on what you should do to reduce future handoffs.
This feature is live today for all our customers. No setup required.
How to use it
Here’s how to display the Reason for Human Handoff in your account:
- In the Inbox, select a conversation in which the Human Handoff was triggered
- Click the “Lightbulb” (💡) icon next to the AI message confirming the Handoff
- Then, click the Response Analysis tab in the right sidebar
- The Reason for Human Handoff note will appear automatically at the top of this tab
With clear explanations, you can see what’s working, spot what’s not, and shape an AI that’s sharper with every tweak.
Questions or suggestions? We’re all ears!