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The handoff portal is a single-screen brief that summarizes a caller’s most recent conversation so a human agent can take over with full context. It is built on demand from the latest conversation matching a phone number and is never stored — every load generates a fresh analysis. The portal is backed by GET /core/agent-assist/{phone_number}. The page is deep-link only: it has no entry in the sidebar, so you reach it by opening a direct link (for example from a transfer notification or another tool).

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How it works

When you open the portal, the backend finds the most recent conversation whose caller id (user_id) matches phone_number, ordered by created_at descending. It does not require the call to be live — it analyzes whichever conversation is newest for that number. If no conversation matches, the request returns 404 and the page shows a Not Found message. 
GET /core/agent-assist/{phone_number}
        │
        ▼
  latest conversation for user_id == phone_number
  (order by created_at desc, limit 1)
        │
        ├── none found ─────────────► 404 Not Found
        │
        ▼
  build brief from transcript + metadata
        │
        ▼
  AgentAssistPortal (returned, not persisted)
The brief is generated fresh on every request and is not saved anywhere. Reloading the page re-runs the analysis, so the result can vary slightly between loads.

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What the brief contains

The response is an AgentAssistPortal object with seven sections.
SectionTypeDescription
headerobjectCaller name, phone number, call duration, and overall sentiment.
transfer_reasonstringA concise explanation of why the call needs a human.
call_summaryarray of stringsA short bulleted summary of the conversation (3–5 points).
information_collectedarrayKey/value pairs of details gathered during the call.
suggested_next_stepsarray1–3 recommended actions, each with a confidence level.
transcriptarrayThe full conversation with markers on notable moments.
compliance_flagsarrayCompliance concerns, empty when there are none.
FieldTypeDescription
caller_namestringThe caller’s name, or Unknown Caller when not found.
phone_numberstringThe caller’s phone number.
call_duration_secondsinteger or nullCall length in seconds; null when unknown.
sentimentobjectOverall caller sentiment (see below).
sentiment has a human-readable label and a level from a fixed enum:
levelMeaning
calmNo frustration detected.
slightly_frustratedEarly signs of frustration.
frustratedClearly frustrated.
angryAngry.
escalatedEscalated.

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Information collected

Each item is a { key, value } pair, for example an account number or issue detail. The UI renders these as a two-column table.

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Suggested next steps

Each step has an action and a confidence of high, medium, or low.

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Annotated transcript

Each transcript entry has a role (user or assistant), the message content, and a list of markers. A marker has a type and a description highlighting why that moment matters. Marker types include:
typeWhat it flags
frustrationThe caller shows frustration or anger.
identity_verifiedThe caller’s identity was verified.
ai_commitmentThe AI made a promise or commitment.
escalation_triggerSomething triggered escalation to a human.
key_infoImportant information was shared.
sentiment_shiftA noticeable change in caller sentiment.

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Compliance flags

Each flag has a type and a description. The list is empty when no concerns are found. Flags cover issues such as sensitive data shared without verification, promises that may not be fulfillable, and unmet regulatory requirements.

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Access

The endpoint requires the conversations:read_sensitive scope. Because the brief exposes the full transcript and collected details, it is gated behind sensitive-conversation access rather than ordinary read access. 
curl https://api.anyreach.ai/core/agent-assist/+15551234567 \
  -H "Authorization: Bearer <token>" \
  -H "X-Anyreach-Org: <organization_id>"
User PATs (pat_) also need the X-Anyreach-Org header. Org API keys (ak_) carry their organization implicitly and omit it.

Agent Assist overview

How Agent Assist fits into live and post-call handoffs.

Conversation detail

The persisted record of a single conversation, including its transcript.