# How do I prove to a customer what our AI agent actually said?

**Show them the entry written when it was said: the sentence, the time, the
agent, and the line it relied on.** What you can offer today is your own
record, kept so that nobody can edit it — not yet something the customer can
verify without taking your word for it.

The question usually arrives as a dispute: *your agent told us this was
included*. The worst position is to answer from memory, or from a transcript
somebody exported, edited and pasted into a reply.

## What makes a record worth showing

- **It was written at the time**, as a side effect of the agent asking before
  it acted — not assembled later from logs.
- **Nobody can change it.** Entries are added, never edited or removed for
  convenience. A deletion, where the retention period allows one, is itself
  written down.
- **It keeps the sentence the promise was made in**, capped in length, and
  nothing else from the message.
- **It names what the agent relied on**, as that line read on the day, and who
  owned it then.

## What to show, and what not to

Show the entry for that promise: the sentence, when, which agent, and the
line behind it. Do not hand over the rest of the record, and do not show
internal approval limits that were never part of the conversation. The
customer is owed what was said to them, not how your company decides.

## What we cannot offer yet

**A record a customer can check independently** — signed, so that it proves
itself without anybody trusting us — is planned and not built. The record is
written in a form that makes it possible later: one format, stable field
names, a version on every entry, and nothing that only makes sense inside our
own systems. Until then, *here is our record* is a statement from you, backed
by how the record is kept rather than by a signature.

## When the agent said something the record does not show

If an agent sent something without asking first, there is no entry, and the
honest answer is that you have no record of it. That is worth knowing before
the dispute rather than during it.

</audit-what-ai-agents-told-customers.md> covers reading the record yourself.
</trust.md> covers where it is held and for how long.