Book a demoDemoTalk to a specialist

Dashboard manual · Account

Compliance: audit trail, LGPD, opt-out and the lead's right to erasure

Compliance is the dashboard's audit and LGPD screen: it shows the trail of everything done on the account, the consent, opt-out and erasure numbers, the legal basis of the first contact and the shortcuts for honoring data subject rights.

Who can use it

RoleWhat you see and do
OwnerSees the entire screen, exports the trail as CSV and uses all the data subject rights shortcuts.
AdminSame access as the Owner: views, exports and uses the shortcuts.
AgentDoes not see the item in the menu; opening the direct address takes them back to the "Painel" (Dashboard). Actions on a person (opt-out, export data, anonymize) are in the "Ficha do lead" (Lead record), in the CRM.

Screens

Compliance

The Compliance screen is for proving what happened on the account, with an audit trail that only grows, and for routing LGPD requests: exporting the entire account is done here, and actions on a person lead to their record in the CRM.

Address in the dashboard: /app/compliance

The Compliance screen in the demo account, with sample data and blurred values.

Indicators at the top

Four numbers calculated from the account's leads and AI decisions.

  • "Consentimentos" (Consents): how many leads have recorded consent.
  • Opt-outs: how many leads asked to stop receiving messages.
  • "Apagamentos" (Erasures): how many leads were anonymized.
  • "Cobertura de reasoning" (Reasoning coverage): the fraction of the AI's automatic decisions that were recorded with the reason, with the hint "‹n› decisões da IA" (‹n› AI decisions). A dash and "sem decisões ainda" (no decisions yet) when the AI has not decided anything yet.

"Trilha de auditoria" (Audit trail)

The timeline of account events, 50 per page, from newest to oldest. It only grows: nothing is edited or deleted.

Buttons and actions

"Exportar" (Export)
Downloads the trail as CSV (file "auditoria-‹data›.csv" (audit-‹date›.csv)), which opens in Excel or Google Sheets. While downloading, the button says "Exportando…" (Exporting…).
"‹ Anteriores" (‹ Previous)
Goes back to the page of most recent events. Disabled on the first page.
"Próximos ›" (Next ›)
Moves on to older events. Disabled when the page came back with fewer than 50 events, the end of the trail.
  • Subtitle: "Append-only · toda ação de handoff/LGPD grava um evento" (Append-only · every handoff/LGPD action records an event).
  • Each event shows the author (the agent's name, the email of whoever was logged in, or "Sistema" (System) when it was the AI or an automatic routine), the event name in Portuguese and the date and time.
  • Some events open a detail below, for example the agent who took over the conversation or how many contacts came in on an import.
  • Events that appear: "Conversa transferida" (Conversation transferred), "Mensagem do atendente" (Agent message), "Conversa devolvida à IA" (Conversation returned to the AI), "Conversa encerrada" (Conversation closed), "Conversa reaberta" (Conversation reopened), "Conversa excluída" (Conversation deleted), "Consentimento registrado" (Consent recorded), "Opt-out do lead" (Lead opt-out), "Lead anonimizado" (Lead anonymized), "Dados exportados (portabilidade)" (Data exported (portability)), "Contato excluído" (Contact deleted), "Modelo enviado" (Template sent), "Público criado" (Audience created), "Teste A/B iniciado" (A/B test started), "Atendente convidado" (Agent invited), "Acesso do atendente revogado" (Agent access revoked), "Assinatura ativada" (Subscription activated), "Recarga automática disparada" (Automatic top-up triggered), "Verificação em duas etapas ligada" (Two-step verification turned on), among others.

"Consentimento no 1º contato" (Consent at 1st contact)

The green card that declares how and on what legal basis consent is collected.

  • Collected at first contact over WhatsApp, with the legal basis "legítimo interesse" (legitimate interest).
  • Opt-out available at any time.

"Direitos do titular" (Data subject rights)

Four shortcuts (LGPD · CCPA · GDPR). Only the first one runs on this screen; the other three lead to the CRM, because the action is always on a person.

Buttons and actions

"Exportar auditoria" (Export audit)
Downloads the same CSV as the trail, with the reason recorded for each automatic decision.
"Portabilidade" (Portability)
Leads to the CRM to choose the lead; in their record, "Exportar dados" (Export data) delivers the data in an open format.
"Direito ao apagamento" (Right to erasure)
Leads to the CRM to choose the lead; in their record, "Anonimizar (LGPD)" (Anonymize (LGPD)) removes personal data irreversibly.
"Opt-out imediato" (Immediate opt-out)
Leads to the CRM to choose the lead; in their record, "Registrar opt-out" (Record opt-out) stops the messages and keeps the data.

Screen states

Loading
The trail shows "Carregando…" (Loading…) while it fetches the events.
Nothing here yet
"Nenhum evento de auditoria ainda." (No audit events yet.) This is an account that has not done anything that generates an event; the first handoff already creates the first row.
If something goes wrong
"Não foi possível carregar a trilha de auditoria" (Could not load the audit trail), explaining that this does not mean there are no events and that nothing was deleted, with "Tentar de novo" (Try again). If the export fails, a notice asks you to try again.

Step by step

How to export the audit trail as CSV

  1. In the menu, open Compliance.
  2. In the "Trilha de auditoria" (Audit trail) card, click "Exportar" (Export) (or use "Exportar auditoria" (Export audit) under "Direitos do titular" (Data subject rights)).
  3. Open the file "auditoria-‹data›.csv" (audit-‹date›.csv) in Excel or Google Sheets and use the spreadsheet's search to find the event.

How to handle a data erasure request (LGPD)

  1. In Compliance, click "Direito ao apagamento" (Right to erasure); the dashboard opens the CRM.
  2. Search for and open the record of the person who made the request.
  3. If there is a chance you will need the history (billing, contract, dispute), first click "Exportar dados" (Export data) and keep the file.
  4. Click "Anonimizar (LGPD)" (Anonymize (LGPD)) and confirm. The action is irreversible and the "Apagamentos" (Erasures) counter goes up.

How to record a contact's opt-out

  1. In Compliance, click "Opt-out imediato" (Immediate opt-out); the dashboard opens the CRM.
  2. Open the person's record.
  3. Click "Registrar opt-out" (Record opt-out) and confirm. Messages to them stop, the data stays, and the "Opt-out do lead" (Lead opt-out) event is added to the trail.

How to deliver a data subject's data (portability)

  1. In Compliance, click "Portabilidade" (Portability); the dashboard opens the CRM.
  2. Open the person's record.
  3. Click "Exportar dados" (Export data) and send the file to whoever requested it. The trail records "Dados exportados" (Data exported) (portability).

How to find out who transferred or closed a conversation

  1. In Compliance, look at the "Trilha de auditoria" (Audit trail): each row shows the author, the event, and when it happened.
  2. Use "Próximos ›" (Next ›) to go back in time, 50 by 50.
  3. If you don't remember the day, click "Exportar" (Export) and search the spreadsheet by event name ("Conversa transferida" (Conversation transferred), "Conversa encerrada" (Conversation closed)) or by author.

Frequently asked questions

Does the consent request change when the lead speaks another language?

Yes. Outside Brazilian Portuguese, the request uses a neutral privacy text; the Portuguese version keeps citing the LGPD. The consent record is the same.

What legal basis does the platform declare for contacting leads?

Legitimate interest, with consent recorded at the first contact on WhatsApp and opt-out available at any time. This is what the "Consentimento no 1º contato" (Consent at 1st contact) card shows.

What does "Sistema" (System) as the author of an event mean?

That the event was not performed by a logged-in person: it was the AI or an automatic routine of the dashboard.

Why does "Cobertura de reasoning" (Reasoning coverage) show a dash?

Because the AI has not yet made any automatic decision in the account to be measured. The dash turns into a percentage as soon as the first decisions happen.

What is the difference between "Exportar" (Export) and "Exportar auditoria" (Export audit)?

None in the file: both download the account's trail as a CSV. "Exportar" (Export) is in the trail header; "Exportar auditoria" (Export audit) is among the data subject's rights, for people who arrive thinking about an LGPD request.

Can the agent see the trail or export the audit?

No. Compliance is for the Owner and Admin; for the agent, the URL goes back to the "Painel" (Dashboard). What the agent does in service, however, is recorded in the trail under their name.

Does anonymizing a lead change the account's aggregate numbers?

The lead no longer has a name, phone, email, or company and starts counting under "Apagamentos" (Erasures). The operation's totals, such as the number of conversations in the month, remain intact.

Help center guide

Compliance

The record of everything done in the account and the LGPD tools, on the same screen. The question it answers is just one: is it about the whole account or about one person?

This screen brings together two things that look like one and are not: the record of everything done in the account, which fills itself in, and the LGPD tools, which you use when someone exercises a right. Whoever mixes them up spends half an hour looking for a button that does not exist here.

The decision you make here

Before clicking anything, answer: is the request about the whole account or about one person? If it is “show me everything that was done” — internal audit, legal, a large customer asking for proof of process —, this screen's CSV solves it. If it is “so-and-so asked for their data to be deleted”, this screen does not do that: the one that does is that person's record in CRM & Graph, because the action is always about a specific name.

The screen, part by part

On screen: Compliance screen with four indicators at the top, the audit trail on the left, and the data subject rights card on the right. Numbers on top, the history on the left, the LGPD shortcuts on the right.

  1. The four numbers: "Consentimentos" (Consents) (how many leads recorded consent), Opt-outs (how many asked to stop receiving messages), "Apagamentos" (Erasures) (how many were anonymized), and "Cobertura de reasoning" (Reasoning coverage) — the last one is how many automatic decisions were recorded with the reason. A dash in place of the number means there has been no decision to record yet.
  2. Audit trail and the Export button: The trail only grows: nothing here is deleted or edited, neither by you nor by whoever administers the account. That is what makes it useful as proof. "Exportar" (Export) downloads a CSV, which opens in Excel.
  3. The timeline: One row per event: who did it, what they did, and when. The author is the agent's name, the email of whoever was logged in, or "Sistema" (System) when it was the AI. Some events open a detail below — the agent who took over the conversation, how many contacts came in with the import.
  4. Pagination, 50 by 50: "‹ Anteriores" (‹ Previous) and "Próximos ›" (Next ›) move half a hundred at a time. There is no total counter: when "Próximos ›" (Next ›) is disabled, it is because the page came back with fewer than 50 and you have reached the end.
  5. How consent is collected: The moment at which consent is recorded and on what legal basis. It is the text you show when someone — a customer, legal, an audit — asks why you had that person's phone number.
  6. Data subject rights: only the first one runs here: Four buttons, and this is where almost everyone gets lost. "Exportar auditoria" (Export audit) runs on this screen. "Portabilidade" (Portability), "Direito ao apagamento" (Right to erasure), and "Opt-out imediato" (Immediate opt-out) are shortcuts: they take you to the CRM, because the action is always about one person.

What the trail records on its own

You do not type anything here. The trail fills in as the dashboard is used, and these are the events that land in it:

  • Conversation transferred to a human, and the message the agent sent.
  • Consent recorded and the lead's opt-out.
  • Contacts imported from a spreadsheet, with how many came in.
  • Companies merged, audience created, change to the team, subscription activated.

A new account shows "Nenhum evento de auditoria ainda" (No audit events yet). This is not a defect: it is an account that has not done anything yet. The first handoff puts the first row there.

Taking the trail out

  • "Exportar" (Export) delivers a CSV — it opens in Excel, Google Sheets, and anything that reads spreadsheets.
  • The cap is 10 thousand rows. An old, busy account hits that cap, and whatever goes beyond it does not make it into the file.
  • "Exportar auditoria" (Export audit), on the card on the right, takes the same path and also brings the reason recorded for each automatic decision.
  • Exporting requires Admin or Owner. The agent role does not get into this screen.

When the request is about one person

Open their record in CRM & Graph. There are three actions, and the difference between them matters:

"Registrar opt-out" (Record opt-out)
Stops sending messages to that person and keeps the data. It is the right answer to “I no longer want to receive this” — and it overrides any campaign, always.
"Exportar dados" (Export data)
Portability: a file with what the account holds about the person, in an open format. It is what you hand over when they ask for their own data.
"Anonimizar (LGPD)" (Anonymize (LGPD))
Irreversible. Removes name, phone, email, and company. Aggregate numbers stand — the month's total of conversations does not change —, but the person ceases to exist as a person.

When it does not come out as expected

  • The screen does not open for you. Compliance is for Admin or Owner. Whoever logs in as an agent does not reach it — ask whoever administers the account.
  • The trail is empty. A new account, or an operation that still happens outside the dashboard. One handoff and one import already fill the first page.
  • The Opt-outs number went up and you do not know why. Each opt-out becomes an event in the trail, with date and author. The answer is there, not in the number.
  • You are looking for a change and cannot find it. The trail records what was done in service and in the account — it is not a field-by-field edit history. If what you want is a change to a lead's data, it is in their record in the CRM.

What it looks like when all is well

  • The trail has events from today, not just from last month: a sign that the operation is running inside the dashboard, not outside it.
  • "Cobertura de reasoning" (Reasoning coverage) with a number in place of the dash — automatic decisions are going out with the reason recorded, and you can explain any of them later.
  • Opt-out recorded on the same day as the request. Someone who asked to leave and keeps receiving messages is the only mistake in this area that becomes a real problem.
  • A recent CSV kept outside the dashboard. Audits do not usually announce the time.

In the dashboard: "Abrir Compliance" (Open Compliance). The CSV for the whole account comes from here. The action on one person comes from that person's record.