---
title: "Feature announcement: Reason for Human Handoff"
pubDate: 2025-03-11
description: "When a conversation gets handed off to a human representative, it’s important to know why."
author:
    name: 'Patryk Lasek'
    image: '/blog-assets/authors/patryk_lasek.jpeg'
image:
    url: '/blog-assets/posts/handoffReason_bg.jpg'
    alt: "Background image for Feature announcement: Reason for Human Handoff"
tags: ['product']
---

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

![A screenshot of Quickchat AI interface](../../assets/blog/posts/handoff-reason/handoffReason_img1.jpg)

  * Then, click the Response Analysis tab in the right sidebar

![A screenshot of Quickchat AI interface and Response Analysis tab](../../assets/blog/posts/handoff-reason/handoffReason_img2.jpg)

  * The Reason for Human Handoff note will appear automatically at the top of this tab

![Screenshot of the Reason for Human Handoff note in the Quickchat AI interface](../../assets/blog/posts/handoff-reason/handoffReason_img3.jpg)

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!