A record was changed — audit trail shows exactly who, when, and what the AI said.
The IBIOS Receptionist is coming soon and is not live yet — this scenario shows how it will work. When something changes in your IBIOS system, you will need to know whether a staff member made the change or whether the AI Receptionist updated it after a caller request. The IBIOS audit trail will attribute every action to a named actor, log the before and after values, and link directly to the call transcript that triggered any AI change.
Why do you need an audit trail when an AI can change records?
Traditional CRM audit trails were designed for human actors. Every change was made by a staff member who logged in and clicked something. Attributing a change was straightforward: check who was logged in at the time.
When an AI Receptionist can update records after caller interactions, attribution becomes more complex. A manager looking at an unexpected change needs to know: was this the AI acting on a customer instruction, a staff member making an error, or something that requires investigation? Without a unified audit trail that covers both, the question cannot be answered.
IBIOS was designed from the outset for a world where both humans and AI agents act on records. Every actor is identified. Every change is timestamped. Once the AI Receptionist launches (coming soon), every AI action will be linked to the call that triggered it. The audit trail is not an afterthought — it is a core feature.
How do you find out who changed a record in IBIOS?
A manager investigates an unexpected record change from first question to confident resolution.
Manager notices an unexpected change
A manager reviewing a job record sees that the customer’s delivery address was updated yesterday. They do not know whether a staff member changed it, whether the customer called and the AI updated it, or whether it was an error.
Audit trail is opened
The manager clicks the audit history icon on the job record. IBIOS displays every change made to that record, newest first. The delivery address change is the second entry from the top.
Actor and trigger are identified
Once the AI Receptionist launches (coming soon), the entry will show: actor = AI Receptionist, timestamp = yesterday afternoon, trigger = inbound call from the customer’s number. The before value (old address) and after value (new address) will both be displayed.
Call transcript is reviewed
Coming soon with the AI Receptionist: the manager clicks through to the call transcript linked in the audit entry. The customer can be heard reading out the new delivery address and confirming the change. The AI asked for confirmation before updating the record. The change was correct and authorised.
Matter closed with confidence
The manager closes the review satisfied that the change was legitimate. No staff member is incorrectly suspected. The customer’s instruction is confirmed. The audit trail is the end of the investigation, not the beginning of a guess.
The expected outcome
Timestamped
every record change logged with the time of the action
Before/after
full before and after values stored for every change
Named
actor on every action in the audit log, staff or AI
The audit trail gives managers a verifiable picture of everything that happened in the system, regardless of whether a human or an AI agent was responsible. This is the foundation of accountability in a business that uses AI to act on its behalf.
Questions about the IBIOS audit trail
Does the audit trail cover AI actions as well as staff actions?
Yes, once the AI Receptionist launches (coming soon). Every action it takes — updating a customer address after a caller request, creating a callback task, modifying a job note — will be logged in the audit trail with the AI agent identified as the actor, alongside the call transcript and timestamp that triggered the change. There will be no category of action that the AI can take without leaving a record. AI actions and staff actions will be distinguished in the log so you can filter to see either separately.
Can staff delete audit log entries to cover their tracks?
No. The audit log is append-only. No user role — including Admin — has the ability to delete or modify an existing audit entry. If a staff member attempts to alter a record, the change itself creates a new audit entry. The original entry remains unchanged. This is a deliberate design choice: an audit log that can be edited by the people it monitors provides no meaningful protection.
How far back does the audit history go?
Audit entries store the full before and after values for each change, and businesses with compliance requirements can keep them for longer. The audit log is indexed and remains fast to query even at large volumes. Entries older than the retention period are archived rather than deleted, and can be retrieved on request for compliance or legal purposes.
Can the audit log be exported for a compliance review or insurance claim?
Yes. Authorised users can export the audit log for a specified date range, entity type, or user as a CSV or PDF report. The export includes timestamps, actor identity (user or AI agent), action type, entity reference, and the before and after values. This format is suitable for submission to a compliance body, an insurance assessor, or a legal adviser reviewing a dispute.
What level of user role can access the audit trail?
Access to the audit trail is controlled by the ‘can_view_audit’ permission in the IBIOS role system. By default this is granted to Admin and Manager roles. It is not available to Sales or Installer roles. This means the people most likely to be subjects of the audit trail are not the people who can read it. Role permissions are configurable by an Admin to match your organisational structure.
Related features
Records live in the IBIOS CRM, with per-role and per-person access rights. The AI Receptionist is coming soon and is not live yet. See also disputed call transcript review. IBIOS (Integrated Business Intelligence & Operations System) is made by IBIOS Limited (NI743167), Northern Ireland. Access is by waiting list; there is no free trial.
Know exactly who changed what, and why.
IBIOS attributes every action to a named actor — human or AI (AI Receptionist actions coming soon). Book a walkthrough to see the audit trail in action.