Audit trails: ticket, customer and configuration

In short: aishaa records who did what in six places, with the date and time and with the name of the colleague, AI or System: the timeline of a ticket, the timeline of a customer, the Changes page for the AI configuration, the per-field history of Organisation information, the Version history of AI agents and of views, and the Versions of a workflow. This article puts them side by side, so you know where to look. A central log for the whole account, a log of sign-in attempts and an export of audit trails do not exist.

Where to find this

All audit trails apply per organisation; you only see the organisations you have access to. Changes that apply to the whole account, such as an account-wide knowledge document, appear on the Changes page in every organisation with the Entire account chip.

The timeline of a ticket

Open a ticket and click the Timeline tab in the right-hand column. You see the Activity of the ticket, newest first, grouped by day (Today, Yesterday, then the date). Each entry shows what happened, who did it (the name of the colleague, or System for anything aishaa or a workflow did) and the time. Entries that come from the AI have the AI chip. A failed AI analysis appears as a red notice. The timeline loads 50 entries at a time; use Load more to fetch older entries. If nothing has been recorded yet, it says No activity has been recorded for this ticket yet.

The Timeline tab of an open ticket with entries grouped by day, including Ticket created via, Status changed from to, Reply sent by and an entry with the AI chip, each with the name of the colleague or System and the time.

What goes into the timeline (on older tickets you may also still see entries from the former ticket triage, such as Triage routed “(category)” via (route).):

The timeline is read-only. Entries cannot be edited or deleted, not even by an Account admin. When a ticket is merged with another ticket, both tickets get an entry, so you can follow the trail from both sides.

The timeline of a customer

Open a customer via Contacts (or from a ticket via Open customer profile) and click Timeline. This timeline works the same way as the ticket timeline: grouped by day, with the name of the colleague or System, 50 entries at a time and Load more for older entries. Without activity it says No customer activity yet.

The customer profile under Contacts with the Timeline button switched on and below it entries such as Customer created, Email address added and Customer merged, grouped by day.

Deleting or rebuilding the AI customer profile (What aishaa knows about this customer) is also recorded, as the general entry Customer activity updated.

The same timeline also shows events around the customer: messages from the customer, objects that were added to or taken away from the customer, transcribed conversations and requests, tasks and actions with their outcome. See The customer profile.

Changes to the AI configuration

The Organisation > Intelligence > Changes page is the log of everything that changes in the organisation’s AI configuration: organisation information, AI agents, writing styles, knowledge documents, instructions per topic, what aishaa learned per topic (Learned by aishaa, Team fact), notices, settings such as the translation languages and the expiry period of To do, WhatsApp templates and the setup of plugins. For each change you see the type, the name of the item, the operation (Created, Updated, Deleted, Restored, Reverted or Released to AI), who did it and the time. With the Kind filter you can tell apart changes made by AI, by a Human or by the System. Under Details you see the Before and After value for each field, and for some types you can restore the old value with Restore previous value; that revert is itself recorded as a change.

The feed only shows configuration changes, not ticket or customer activity. Proposals from aishaa that are still waiting for approval are not in the feed but above it under Waiting for your approval. See Changes and reverting.

History of the organisation information

At the bottom of Organisation > Intelligence > Organisation information is the Changes and history section. For each change it shows the label Updated automatically by AI, Earlier value restored, Field released to AI or the name of the colleague, a short summary, the new value and the source pages if the change comes from the website check. You see 10 changes at a time; use Load more to fetch more. With Restore previous value you set a field back to the value it had before that change. The same changes also appear on the Changes page under the type Organisation profile. See Organisation information.

Version history of AI agents

Every time an AI agent is saved or restored, aishaa first automatically records the previous version. On Account > Agents, the Version history tab shows those versions with the reason (before update or before restore), date and time, the channel and the colleague who made the change. View snapshot opens all settings of that version; Restore snapshot brings that version back, which in turn adds a new version to the history. The same changes appear on the Changes page under the type AI agent. See AI agents.

Version history of views

Once published, a view (ticket view or action card) can never be changed again: every adjustment becomes a new version and the old versions are kept. In Organisation > View library, open the detail page of a view. At the top you see Version, Created by and Works with. If the view has more than one version, there is a Version history section with the version number and publication date of each version, the Current version badge for the newest one and Active for the version in use. With Restore this version, an Account admin creates a new version with the content of an older one and activates it. See View library.

Versions of a workflow

A workflow goes live when you publish it; every publication is a new version that no longer changes. Open a workflow under Account > Workflows and choose the Versions tab. For each version you see what changed compared to the version before (Changes compared to version (number)), for example New step: (name), Removed: (name) or What starts the workflow changes. You can bring an older version back into the draft. Publishing, pausing and resuming also appear on the Changes page. See Create, test and publish a workflow.

Good to know

• There is no central log for the whole account and no log of sign-in attempts, password changes or changes in user management (inviting, changing a role, revoking access). If you want such an overview, contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
• Audit trails cannot be exported and cannot be searched across several tickets or customers at once. You view them per ticket, per customer or per configuration page.
• Nobody can edit or delete entries in a timeline. They are kept for as long as the ticket or customer exists. See Retaining and deleting data.
• Someone who only views a ticket leaves no trace: opening a ticket or customer profile is not recorded in the timeline.
• Translating a message is not recorded in the timeline.
• Times in a timeline are shown in the time zone of your own device.
• Only what the product itself does ends up in the audit trails. What happens in your mailbox or webshop outside aishaa is not shown here.

Related

• Customer context next to the ticket
• The customer profile
• Changes and reverting
• Organisation information
• AI agents
• View library
• Create, test and publish a workflow
• No reply needed
• Data protection in aishaa
• Retaining and deleting data