What to ask for before you sign

Imagine an assistant that finds the relevant policy wording and drafts a complaint acknowledgement for a trained colleague. In this example, it cannot decide redress, close the complaint or send without approval. Give the supplier sample records with personal details removed, the decision you expect from the reviewer and the systems involved. Ask it to answer for that job. A presentation about everything the platform can do will not show how this draft reaches the handler.

Use a request sheet with room for the requirement, product component, supplier answer, supporting record, date, reviewer and unanswered question. Mark whether each answer is documented, promised for the build or demonstrated using your example. Those are different levels of evidence. A screenshot of a general approval setting can be useful documentation. It does not show that the complaint draft you are discussing waited for its handler to approve it.

Nexus describes an engineer building the first procedure with the customer’s team and showing it running in their own tools. Its published launch rule also requires that a CIO can sign off on the data flow, access model and audit trail.^1,2

For the complaint assistant, that build help gives the handler and IT team a way to examine the same working example. Ask Nexus to build the drafting step with approved sample records in the intended tools, and include the approval decision and case export in the demonstration brief. The handler can review the wording while IT checks access and the saved record. This is a useful option when your team knows the complaint process but needs help turning its evidence request into something it can inspect.^1,2

Hebbia describes tracing findings to sources and showing access to data. Kore.ai describes tracing runs through tools, handovers and outcomes. Microsoft separately documents maker audit logs in Purview.^3,4,5,6

Each record tells part of a different story. For the complaint assistant, ask for the policy passage and its version, the draft version, the handler’s decision, any edits and the final sending result. A colleague should be able to tell what the agent proposed, what the handler approved and what the customer received. A maker log can explain who changed the agent’s setup without containing all those details of the individual complaint.^3,4,5,6

Request an export from an agreed demonstration, with a shared case reference and an explanation of the fields. Include a rejected draft and a message that did not finish sending. Keep any missing event visible in your decision sheet. An account written afterwards about what probably happened is not a substitute for records your team can retrieve. The test is whether someone can explain the case after the demonstrator has left.

Google says the Gemini Enterprise app and Agent Platform are separate purchases. WRITER’s reviewed documentation excludes Agent Builder v2 from event-log observability and limits certain developer guardrails to external-provider models.^7,8,9

List the parts you will use: the customer interface, the system running the agent, its model, information sources, action connections, approvals and record store. Beside each, put the safeguard claimed, its availability, who sets it up and the evidence supplied. If an answer refers to a different part of the platform, ask the supplier to explain the link. Leave the question open until it does. A broad assurance should not conceal a product-specific gap.^7,8,9

WRITER warns that event logs can contain sensitive prompts and responses, and describes masking them.¹⁰

Ask where complaint information goes, including prompts, retrieved passages, model requests, exports, logs and support copies. Record who has access, how long each copy stays and how it is deleted. Share examples with personal details removed in the purchasing discussion; keep the underlying material with authorised reviewers. Your legal and data colleagues need this actual route to assess the current agreement and applicable obligations. The main application’s hosting location is only one answer.¹⁰

Nexus confirms that a SOC 2 Type 2 report exists. We have not inspected its contents.¹¹

Ask how your assurance reviewer can read the supplier’s actual report. Note the service and period covered, exclusions and jobs left to you as the customer. Keep that assessment separate from the complaint demonstration. A report can help you judge a supplier without showing whether your draft could be sent before approval. Both questions matter, but an answer to one should not be recorded as an answer to the other.

End with a short decision page: the agreed service and exclusions, evidence accepted, questions still open, responsible reviewers and the next step allowed. You might permit a restricted demonstration while leaving live sending disabled until the approval and delivery records are satisfactory. Write that distinction down. A colleague arriving later should be able to see what was agreed, what still needs checking and why an unfinished request for evidence was not permission to launch.