Miguel Faria from Oscar AppZendesk
Action Trace
The audit log for your AI agent
Aide keeps two records. Every conversation shows what Aide decided and did: the topic of each message, the sources under each reply, order actions offered, run or sent for approval, and handoff notes. The audit log records every sign-in and every change to agents, scenarios, topics, settings and refund approvals, with who, when, from where and a before-and-after view, kept two years and exportable as CSV.
Updated · Every plan, Free includedEverything the Trace keeps on the record
Topic on every messageSources under repliesOrder actionsHandoff notesWho changed whatSuperintelligence changesSign-ins and sign-outsTopic on every messageSources under repliesOrder actionsHandoff notesWho changed whatSuperintelligence changesSign-ins and sign-outsTopic on every messageSources under repliesOrder actionsHandoff notesWho changed whatSuperintelligence changesSign-ins and sign-outs
Refund approval thresholdsAgents deployed and pausedScenario edits as diffsKnowledge changesCSV exportKept two yearsCustomer values kept outRefund approval thresholdsAgents deployed and pausedScenario edits as diffsKnowledge changesCSV exportKept two yearsCustomer values kept outRefund approval thresholdsAgents deployed and pausedScenario edits as diffsKnowledge changesCSV exportKept two yearsCustomer values kept out
Trusted by customers on
What Aide records
| In every conversation | The topic of each customer message with how sure Aide was, the articles under each reply, what Aide is doing, handoff notes, order actions offered, run or sent for approval, and why a message was filed by sender rules. |
|---|---|
| In helpdesk integrations | Per-inbox Activity for Zendesk, Gorgias and Front: what Aide decided and drafted, and whether a reply was sent, drafted or skipped, with the reason. Watch only runs are listed too. |
| In the audit log | Every sign-in, and every change to teammates, invitations, API keys, integrations, plan, settings, webhooks, AI agents, scenarios, topics, macros, helpdesk settings, knowledge and refund approvals. |
| Who made the change | A teammate, an API key, Aide support staff opening your account, or Aide Superintelligence acting on a teammate's behalf, with when and from where. |
| What changed | Each changed setting's value before and after. Long text, such as an agent's instructions or an article, shows only the lines that changed. |
| Customer details | Kept out. A sender rule's addresses, phone numbers and words are recorded as a count, never the values, and a mailbox's private forwarding address is never recorded. |
| Access, retention and export | Owners and admins. Kept two years, with filters and CSV export up to 90 days at a time. |
| Plans | Every plan, Free included. Every plan includes every feature. |
How to audit an AI decision in Aide
- Step 1
Open the conversation
See the topic Aide gave each message and how sure it was, and mark it right or wrong.
- Step 2
Check the sources
The articles Aide answered from sit under its reply, with how relevant each was.
- Step 3
Check the action
Order actions show whether they were offered, run or sent for approval, and who approved them.
- Step 4
Find who changed what
Open the audit log to see who edited the scenario, topic or setting behind the reply, and the before and after.
Zendesk Marketplace reviewZendesk
Wicked ClothesShopify
On the record
What the trace shows
Each example pairs a reply with what Aide keeps on the record about it.
Each customer message shows the topic Aide classified it under. Open the chip to see how sure Aide was and mark it right or wrong; your answer trains Aide.
Customer
Hi, I moved last week. Can my order go to the new place?
Aide
Sure. What's your order number and the email you used at checkout? I'll update the address if it hasn't shipped.
✓Topic: Address change · Confidence shown on the chip
The articles Aide answered from show under its reply, with how relevant each was. Rate a source to tell Aide whether it should have used it.
Customer
How long do refunds take to show up?
Aide
Once a refund is issued, most banks show it within 3 to 5 business days. You'll get an email the moment it's sent.
✓Sources: Refund policy, Payments FAQ
Every order action shows whether it was offered to the shopper, run, or sent for approval, and approvers approve or reject it on the order with a notification.
Customer
Please cancel #3097, I ordered it twice.
Aide
I've cancelled order #3097 before it shipped. The refund is with our team for approval, and you'll get an email as soon as it's issued.
✓Order cancelled · Refund sent for approval · Approved by a teammate
When Aide hands a conversation to your team, the handoff note says why in labelled sections, and Draft on handoff puts Aide's reply above the summary.
Customer
This is the third time my order arrived damaged. I want to talk to someone.
Aide
I'm sorry, that shouldn't happen once, let alone three times. I've passed this to our team with your order details, and a person will reply here shortly.
✓Handoff: customer asked for a person · Summary and draft for your team
The audit log shows who edited a scenario, a topic or an agent's instructions, when and from where, with the lines that changed. Changes synced from your helpdesk show as made by Aide.
Customer
I ordered two hours ago. Can I still cancel?
Aide
Yes. Order #2051 hasn't shipped yet, so I can cancel it and refund your payment. Shall I go ahead?
✓Cancel window scenario edited yesterday by a teammate: 1 hour to 3 hours (audit log)
Aide Superintelligence acts with the user's own permissions, asks before anything customers would notice, and every change it makes is in the audit log, marked as made with Superintelligence.
Customer
Can I return something if I live outside the US?
Aide
Yes. International orders can be returned within 30 days of delivery. Start from your order page and we'll send the return instructions by email.
✓Source: International returns, written with Aide Superintelligence and approved by an admin
Customer
Hi, I moved last week. Can my order go to the new place?
Aide
Sure. What's your order number and the email you used at checkout? I'll update the address if it hasn't shipped.
✓Topic: Address change · Confidence shown on the chip
Why it matters
Answer what happened, in minutes
When a customer, a manager or an auditor asks what the AI did, the answer is already written down.What Aide didThe topic, sources and action behind every reply, in the conversation itself.
Who changed whatEvery change to agents, scenarios, topics and settings, with before and after.
Approvals on the recordRefund approvals and approval thresholds are logged, with who approved.
Kept and exportableTwo years of history, filterable, with CSV export up to 90 days at a time.
Works with your stack
One record across every channel
The same record covers Aide Chat, email, and conversations inside Zendesk, Gorgias and Front.
Per-brand Activity: sent, drafted or skipped, with the reason.
Outcome tags and per-inbox Activity.
Hand-back comments with a summary of why.
Order actions and approvals on the record.
Only the fields you choose are read.
Actions from a Claude chat use your role and are logged.
Frequently asked questions
A record of what an AI agent did and of every change people made to it. In Aide that is two things: the trace in each conversation (topics, sources, order actions, handoffs) and the workspace audit log (every sign-in and every change to agents, scenarios, topics, settings and refund approvals, with who, when and what changed).
The topic of each customer message and how sure Aide was, the articles under each reply with their relevance, what Aide is doing, handoff notes, order actions offered, run or sent for approval, and why a message was filed by sender rules. In Zendesk, Gorgias and Front, per-inbox Activity shows whether each reply was sent, drafted or skipped, and why.
Every sign-in, and every change to teammates, invitations, API keys, integrations, plan, settings, webhooks, AI agents, scenarios, topics, macros, helpdesk settings, knowledge and refund approvals. Each event shows who made it (a teammate, an API key, Aide support or Aide Superintelligence on a teammate's behalf), when, from where, and each value before and after.
Two years. You can filter it and download it as CSV, up to 90 days at a time.
Owners and admins. Agents see a note that the log is for owners and admins.
Yes. Aide Superintelligence acts with the user's own permissions and asks before anything customers would notice, and every change it makes is in the audit log, marked as made with Superintelligence.
It keeps customer details out where it can: a sender rule's addresses, phone numbers and words are recorded as a count, never the values, a test-sender list shows only how many addresses it holds, and a mailbox's private forwarding address is never recorded.
Every plan, Free included. Every plan includes every feature; plans differ by AI replies included. See aide.app/pricing.
Governance and trust, defined
The vocabulary of auditable AI in customer service, defined.
See every decision your AI agent makes
The conversation trace and audit log are on every plan, Free included. Start free, or get a demo.