Patchstore24Shopify
Action Trace
Every action on the record.
Every decision explainable.
The Action Trace records every interaction with its confidence score and a full account of the decision: the intent it detected, the data it read, the Scenario that ran, the conditions it checked, and the action it took or the escalation it chose.The Action Trace is part of the Agent Governance Engine. Aide is SOC 2 Type II certified and GDPR compliant, with zero data retention on LLM calls.Everything the Trace keeps on the record
Decision recordedData consultedEscalation explainedPer-conversation auditOperation-wide reviewCompliance readyDecision recordedData consultedEscalation explainedPer-conversation auditOperation-wide reviewCompliance readyDecision recordedData consultedEscalation explainedPer-conversation auditOperation-wide reviewCompliance ready
Log every actionRecord confidence scoresShow data consultedExplain escalationsExport for reviewAudit per intentLog every actionRecord confidence scoresShow data consultedExplain escalationsExport for reviewAudit per intentLog every actionRecord confidence scoresShow data consultedExplain escalationsExport for reviewAudit per intent
100%
Accurate on what it acts on
And the Trace shows exactly what it acted on
Every action
Logged with its reasoning
Intent, data read, Scenario run, confidence, outcome
76%+
AI resolution rate
Every one of those resolutions on the record
Trusted by customers on
Wicked ClothesShopify
Zendesk Marketplace reviewZendesk
On the record
What the Trace answers
An AI agent that acts in your systems has to be able to answer for what it did. These are the questions an audit asks, and every conversation below shows the Trace line that answers them.
Every resolution carries its own explanation. The Trace records the intent Aide detected, the Scenario that ran, the conditions it checked, the action it took, and how confident it was. Nothing is reconstructed after the fact: the account is written as the action happens.
Customer
Can you cancel order #5521? I ordered the wrong size by mistake.
Aide
Done. Order #5521 had not been fulfilled yet, so I cancelled it and refunded $42.90 to your original payment method. You should see it within 3 to 5 business days.
✓Intent: order cancellation · Scenario: cancel unfulfilled order · Conditions met: unfulfilled, within window · Action: cancelled and refunded $42.90 · Confidence 0.98
Before Aide replies, it reads your systems of record. The Trace lists every source it consulted for the decision: the order record, the account state, the policy it checked. When someone asks where an answer came from, the answer is already in the log.
Customer
I moved last week. Can you update the shipping address on order #7734 before it goes out?
Aide
Updated. Order #7734 had not shipped yet, so I changed the delivery address to the one you provided. Your confirmation email now reflects the new address.
✓Read: order #7734 in Shopify (unfulfilled), account address on file, carrier cutoff window · Scenario: address change before fulfillment · Confidence 0.97
An escalation is a decision too, and it gets the same record. The Trace shows exactly which condition failed, or where confidence fell below threshold, so your team sees why Aide held the action and handed the conversation to a person instead of guessing.
Customer
My package says delivered but it never arrived. I want a refund on order #8812.
Aide
I checked order #8812: the carrier recorded a signed delivery on Tuesday, which conflicts with a lost-package refund. I have passed this to our team with the full tracking record attached, and you will hear back within one business day.
✓Intent: refund, package not received · Condition failed: carrier shows signed delivery · Action held, escalated with findings attached · Recorded as an escalation, not a resolution
Open any conversation and the full record is there: everything Aide read, every Scenario it ran, and every action it took on that ticket, in order and timestamped. A dispute about one customer's account takes minutes to settle, not a week of reconstruction.
Customer
You charged me for a subscription I cancelled in March. I want to know exactly what happened on my account.
Aide
I reviewed your account. Your cancellation on March 12 stopped renewals, but an invoice created on March 3 still billed on the 15th. I have refunded that charge of $29.00 and confirmed no further invoices exist.
✓This ticket: read billing history and cancellation record · Scenario: post-cancellation charge · Action: refunded $29.00 · Every step timestamped on the conversation record
The Trace is not only per ticket. Review every automated action across your operation: filter by intent, Scenario, action type, or outcome, and export the record for a compliance review. One screen shows what the agent has been doing, everywhere.
Customer
The jacket from order #3345 arrived with a broken zipper. Can I get a refund?
Aide
Sorry about the zipper. Order #3345 qualifies under our defective-item policy, so I have issued a full refund of $88.00 to your original payment method. No need to send it back.
✓Logged alongside every other refund action this quarter · Filterable by intent, Scenario, and outcome · Exportable for compliance review
The Trace is a complete, timestamped account of every automated decision, which is what a compliance review needs. Aide is SOC 2 Type II certified, GDPR compliant, and HIPAA compliant where applicable, with zero data retention on LLM calls. When the audit comes, the record already exists.
Customer
I submitted a request for a copy of my personal data last month. Can you confirm exactly what was done with it?
Aide
Your data access request was completed on the 4th. I verified your identity, sent the full export to your verified email, and closed the request. Nothing else was changed on your account.
✓Data access request · Identity verified, export sent, request closed · Timestamped end to end · SOC 2 Type II · GDPR · Zero data retention on LLM calls
Aide is the agentic AI platform for customer experience. Every action its agent takes is recorded in the Action Trace: inspectable per conversation, reviewable across your whole operation, and ready for a compliance review. Read more about security at Aide or see it at work in financial services.
Customer
Can you cancel order #5521? I ordered the wrong size by mistake.
Aide
Done. Order #5521 had not been fulfilled yet, so I cancelled it and refunded $42.90 to your original payment method. You should see it within 3 to 5 business days.
✓Intent: order cancellation · Scenario: cancel unfulfilled order · Conditions met: unfulfilled, within window · Action: cancelled and refunded $42.90 · Confidence 0.98
The Agent Governance Engine
Auditable because it is governed
The Action Trace is one layer of the Agent Governance Engine. The record is trustworthy because everything upstream of it is controlled.Tested before deployThe Agent Simulator replays every automation against your real past conversations. Nothing reaches production, or the Trace, until your team has watched it work and approved it.
Acts only when certainAide executes when every condition on the approved path is met and confidence is above threshold. The rest goes to a person, and the Trace records that choice too.
Every action in the TraceWhat Aide did, the data it read, the Scenario it ran, its confidence, and the outcome. Per conversation, and across your whole operation, ready before anyone asks.
Corrections feed the loopWhen your team corrects an escalation, the Continuous Learning Engine learns from it. The record is not just an archive: it is how the agent gets better.
Getting started
Works with your existing stack
Actions in the systems you already run, with every one of them on the record. One click into your helpdesk, direct actions in your systems of record, and a Trace line for each. No migration, no replatforming, no engineering.
Resolves and updates tickets inside your existing workflows.
Closes conversations end to end, right in the shared inbox.
Automates the macros and rules your team already relies on.
Reads live orders and executes changes, holds, and refunds.
Order data and actions, handled natively on your store.
Grounds every answer in the customer record you trust.
Frequently asked questions
The Action Trace is Aide's audit trail for AI agents, part of the Agent Governance Engine. It records every interaction with its confidence score and a full account of the decision: the intent detected, the data read, the Scenario that ran, the conditions checked, and the action taken or the escalation chosen.
Everything that explains the decision. For each interaction: the intent Aide detected, the data it read from your systems, the Scenario that ran, the conditions it checked, its confidence score, and the outcome, whether that was an action or an escalation. Every entry is timestamped and tied to its conversation.
Yes. An escalation gets the same record as an action. The Trace shows which condition failed, or where confidence fell below threshold, so your team sees exactly why Aide held the action and handed the conversation to a person.
Yes. Open any conversation and the full record is there: everything Aide read, every Scenario it ran, and every action it took on that ticket, in order and timestamped. A dispute about one customer's history takes minutes to settle, not a week of reconstruction.
Yes. The Trace covers every automated action across your operation. Filter by intent, Scenario, action type, or outcome, and export the record. That operation-wide view is usually what compliance reviews and internal audits ask for.
The Trace is a complete, timestamped account of every automated decision, which is what a compliance review needs. Aide itself is SOC 2 Type II certified, GDPR compliant, and HIPAA compliant where applicable, with zero data retention on LLM calls.
To the beginning. Every interaction since your agent went live is retained and inspectable, so you can answer for month one as easily as for last week.
Get a demo for pricing.
Governance and trust, defined
The vocabulary of auditable AI in customer service, defined.
Put an agent in production you can answer for
Every action logged with its reasoning, every decision explainable, and the audit trail written before anyone asks for it.