Handoff reasons in the Data Export API and MCP
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.
Opening line for Voice Proactive Outreach
A Voice Proactive Outreach that runs a Playbook can now start every call with an Opening line: the exact words that the end user hears the moment they answer.
The line does not depend on how the Playbook begins, and it plays before the Playbook’s first step is ready. Write it once in the default language of your AI Agent. Include your business’s registered name, along with any AI disclosures or recording notices required by law. Every call then opens with those exact words before the Playbook runs.
When you save, the Agent translates the line into the other languages that it speaks on Voice, and you can modify each translation. The line is the first message in the conversation transcript, so the record shows what the end user heard.
The end user also hears the Agent sooner. The line plays as soon as they say hello, or after 2 seconds of silence, while the Playbook’s first step is still being prepared. Answering machine detection no longer holds the call before the Agent speaks. A call that reaches a voicemail system still ends without a conversation.
See Opening line on the Voice Proactive Outreach page.