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 sensitive values are replaced with markers before the event is created at all.
- 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.