Append only
An event, once written, is not modified. A correction is a new event, not a swap of the old one.
Feature
How the agent knows that
You need to answer this a month after the conversation, not during it. So every turn leaves a record: what was retrieved from the knowledge base, what was decided, and what went to the customer.
What reaches the log
| Event | When it is created |
|---|---|
| Message sent | On every agent reply and every operator message |
| Confirmation card issued | When a conversation leads to a data changing operation |
| Operation executed | After a human approves the card |
| Handoff to a human | Together with a reason from the closed catalogue |
| Article published | On every transition of content into the published state |
| Setting changed | When an administrator changes the organisation configuration |
Redaction before writing, not after
A log that collects card numbers and national identifiers becomes a protected data set in its own right. So the log stores no conversation content, and in the agent's decision trace, confirmation cards and handoffs sensitive values are replaced with markers before the event is created at all. A person's data appears in the log only where it is the subject of the entry: who filed a request, who was invited to the team.
- National identification number
- Recognised with checksum verification, so a random eleven digit string is not stripped for no reason.
- Bank account number
- Recognised by the mod 97 algorithm, the same one banks use.
- Email address and phone number
- Replaced with markers that preserve the fact that the category occurred.
- Card numbers and tokens
- Removed entirely. There is no reason for them to reach a record at all.
The properties that give it evidential value
In the same transaction
The handoff record is created together with the conversation state change. There is no state where a conversation is handed over but the log does not show it.
Organisation scope
A record belongs to one organisation as strictly as the conversation content does.
A complaint answered in a minute, not a week
We will show the path from a customer question to the record that explains why the agent answered the way it did.