Release notes

The AI Agent now records why it hands a conversation to a human agent. It records a reason_code from a fixed list of ten values, or null when it records no code. It also records a reasoning text when one is available.

The v2 Conversations endpoint of the Data Export API now returns a handoffs array on each conversation. Each entry is a handoff attempt with its outcome_status, reason_code and reasoning. The get_conversation MCP tool returns reason_code and reasoning.text on its handoff entries. The new HANDOFFREASON filter in get_available_filters filters conversations by reason code.

Use the reason codes to find handoffs that you can reduce, such as a failing Tool or a gap in your Knowledge.

See Handoff reasons for the list of codes, and the Conversation object reference for the full schema.