Platform · Voice AI audit trail: Every step the agent takes, on the record.
MEGA.AI records every call its voice AI agent handles and logs every step the agent takes, to the second, tied to the journey your organisation approved. The recording, the transcript and any flags sit alongside the log, so you can explain the call to a complaint handler, an auditor or a regulator. Recordings stay on the platform for 30 days: download them, with each customer's contact report, into your own archive.
Six parts. One record.
A MEGA.AI audit trail has six parts: five for each call and one for each customer.
Call Phase Log
Call recording
Transcript
Flags
Outcome
Contact report
The questions an auditor asks.
How the MEGA.AI record answers the questions an auditor asks about a single call.
Did the caller pass identity checks?
What was said?
Why was it said?
What was flagged?
Where did it end?
Evidence you can keep.
An audit trail is only as useful as what it captures, who can reach it and how long it lasts.
MEGA.AI keeps records on its platform for a limited time. Download the recordings and contact reports you must keep for longer into your own archive, under your own retention policy. Your firm stays responsible for its own record keeping, complaints handling and Consumer Duty obligations; the MEGA.AI record gives you evidence to support them.
Questions auditors ask.
Which voice AI platforms provide a full audit trail for every regulated customer call?
Several platforms describe audit trails or audit histories for customer calls, including NiCE Cognigy, MEGA.AI, Parloa and PolyAI; we quote what each says in our article on which voice AI platforms provide a full audit trail. MEGA.AI records every call and logs every step its agent takes, timestamped to the second against the journey your organisation approved, with the recording, the transcript and any flags alongside. You can download call recordings, kept on the platform for 30 days, and a contact report for each customer with call history, SMS and transcripts. Whichever vendor you assess, ask to walk through the record of one call.
What does the MEGA.AI audit trail contain for each call?
A Call Phase Log of every step the agent took, each timestamped to the second and most with the step it came from; flags such as vulnerability indicators and an angry customer; the outcome of the call; and the recording and transcript, with the recording available to play and download. For each customer, a contact report brings together contact details, call history, SMS and every transcript.
Is every call recorded?
Yes. Every call with the MEGA.AI agent is recorded and transcribed. If a customer says no to recording, the agent transfers the call to a person straight away. Recordings stay on the platform for 30 days and can be downloaded into your own archive.
Can we keep call records in our own archive?
Yes. With MEGA.AI you can download call recordings and a complete contact report for each customer, with contact details, call history, SMS and all transcripts. On the platform, recordings are kept for 30 days, and transcripts and phase logs are kept while your contract runs and deleted 90 days after it ends. Download the recordings and contact reports you must keep for longer into your own archive, under your own retention policy.
Does the audit trail show why the agent said something?
It shows which step of the approved journey the call was in and, with the transcript, what was said. MEGA.AI's agent does not write its own replies. Language models classify what the customer said, the journey your organisation approved decides the next step, and every line the agent speaks is approved wording. The phase log records each step with its time, so a reviewer can follow the call from the first phase to the outcome. When speech recognition is unsure, the agent re-confirms what it heard or hands the call to a person.
Who can see the audit trail?
Your authorised users review recordings, transcripts and outcomes in the MEGA.AI platform. Authorised MEGA.AI support staff, including staff based in the EEA, can access client data where needed to run and support the service. Access is role-based and least-privilege, with multi-factor authentication for administrative access, and data is encrypted at rest and in transit.
Does MEGA.AI's audit trail make an FCA-regulated firm compliant?
No. No system makes a firm compliant on its own. MEGA.AI is not FCA-authorised: it processes call data for the regulated firm, which keeps responsibility for its own obligations. The MEGA.AI record gives that firm evidence for each call: the steps the agent took, what was said, what was flagged and how the call ended. For outbound campaigns, each call attempt is also logged with its time, campaign and outcome, and the call lifecycle, including ringing duration, is logged so clients can evidence compliance with Ofcom's persistent misuse policy.
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Built for regulated industries.
of one call.
In a briefing we walk through one call record, from the first phase to the outcome, using a demonstration call.
In production: BPO Collections, an FCA-authorised debt collection agency, runs inbound ID&V on MEGA.AI. In its first six weeks the agent handled more than 90,000 calls. In its first weeks of live operation it transferred more than 42,000 to agents with the verification status, a summary and the transcript. Read the case study.