# Transparency

**Summary:** How Unless makes the Customer Agent's behavior explainable to customers, your team, and regulators.

**In short:** How Unless makes the Customer Agent's behavior explainable. To customers, to your team, and to regulators reading the audit trail.

**Last updated:** 2026-05-27

## Key concepts

### Customer-facing transparency
The agent declares it is an AI on first contact. Disclaimer text is configurable per surface. Customers always know they are talking to an agent, not a human.

### Decision traceability
Every agent answer carries the Sources it pulled from. Click an answer in [Conversations](/en/help/analyze/conversations/), see exactly which Source was used.

### Action traceability
Every Procedure run leaves a record. Who triggered it, what variables were used, what happened next.

### Model and reasoning logs
Unless logs the model used, the prompt structure, and the retrieval context for each decision. Available to your DPO for review.

### EU AI Act readiness
Unless is the Provider of the AI system under the EU AI Act. The platform is configurable for AI Act obligations: transparency notices to the customer, audit trails per decision, and the documentation a Provider needs to maintain. Most customer-agent deployments classify as limited-risk under the Act. Your account manager and the Compliance Center cover the formal classification path for your use case.

## What you can do here

- Configure the AI disclaimer customers see per surface
- Pull a per-decision audit trail for any agent action
- Set reviewer access for your DPO or internal auditor
- Export transparency reports for regulator inquiries
- Reference the Compliance Center for the formal Provider documentation

## When to use it

- During pre-launch compliance review for a new Moment
- When the DPO asks for an audit trail
- When a customer asks why the agent said something specific
- When preparing for an EU AI Act readiness review

## How it works

The Engine logs the inputs, the model used, the Sources retrieved, and the output for every decision. Logs feed [Conversations](/en/help/analyze/conversations/), [Accountability](/en/help/trust/accountability/), and the per-decision audit trail your DPO can read.

## Frequently asked questions

**How do I change the AI disclaimer customers see?**
Open **Trust > Transparency** and edit the disclaimer text. Pick the surface (marketing site, product, helpdesk). Save. The disclaimer fires on first contact in every session by default.

**How do I classify my agent under the EU AI Act?**
Talk to your account manager. Most customer-agent deployments are limited-risk. The formal classification documentation lives in the Compliance Center, with the rest of the Provider materials.

**Where is the audit trail?**
Open any conversation in Conversations and view the decision trail panel. For a workspace-wide export, use the audit export in Trust.

**How do I give my DPO access without giving them full admin?**
Create a DPO role in Team and roles with read access to Trust and Conversations only.

**What is logged for each decision?**
Inputs (customer message, Living Context state), Sources retrieved, model used, output text, Procedures triggered. Plus the timestamp and user identity (where applicable).

**Does the agent always say it is an AI?**
Yes. The disclaimer fires on first contact in every session by default. You can change the wording but not turn it off.