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Trace scores the call you already ran. It is not a second QA vendor and not a pre-deploy simulation suite. Every scanned call gets a deterministic scorecard: which rules fired, which requirements were satisfied, what was redacted, and a verdict (PASS, WARN, FAIL), with plain-English reasons and cited regulations, sealed with a tamper-evident audit_hash. A second, asynchronous layer adds semantic findings (model-judged concerns deterministic rules can’t catch, like indirect opt-outs or hallucination-vs-knowledge-base); those are advisory and never block.
Trace is in beta. Enable it deliberately for your organization; current terms and any promotional treatment are listed on the pricing page. Findings are informational and not legal advice.
You need a key with trace:configure (to manage config and rule packs) and trace:read (to read results). Add scopes in the console.

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What Trace scans

Trace runs only when the call or transcription enters a Trace-enabled path:
  • Omni and console Agent calls covered by an enabled organization or per-agent Trace config.
  • Async Hear jobs that explicitly send trace: true and belong to an organization entitled for Trace on transcription. This single-pass path cannot be combined with channel: true or diarize: true. The job runs a deterministic PII scan over the final transcript (SSN, card numbers, CVV in context, email, US phone), redacts findings, and returns a trace summary.
  • Certified inbound call imports whose integration guide explicitly includes a Trace scorecard, when Trace is enabled for the organization.
Creating a Hear transcript, connecting a CRM, or importing a call does not silently enable paid Trace processing. If a source needs both diarization and compliance analysis, confirm the supported pipeline before launch rather than dropping speaker separation or scanning only one channel.

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Step 1, configure Trace

One PUT sets the org-wide default; add ?agent_id= (or wrap the body as { "agent_id", "config" }) to override per agent:
The response is the stored config with a content-addressed ETag, the runtime pins it, so a config change takes effect on the next pull. GET /v1/trace/config reads it back (omit agent_id for the org default).

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Pick a mode

Every mode is fail-open: if anything in the pipeline errors, the call continues and the gap is recorded, compliance tooling never takes your agents down.

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Step 2, know your rule packs

Built-in packs cover TCPA, HIPAA, PII, and brand voice. List what’s available (built-ins plus your tenant’s custom packs):
Pin a specific version in config with "tcpa": { "enabled": true, "version": "v3" }, or omit version to track the latest active. You can also upload your own pack in the Trace DSL (POST /v1/trace/rule-packs with pack_id, version, and rules[]); custom packs are scoped to your org and can never shadow a built-in.

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Step 3, read the results

All four reads are cursor-paginated and newest-first. Exposure summary, the dashboard headline: interactions scanned, the share with a compliance gap, per-rule exposure ranking, and the verdict mix over a trailing window:
Interactions, one scorecard row per call. Filter by verdict (PASS/WARN/FAIL) or agent_id:
Interaction detail, the full evidence view for one call_id: findings with reasons and cited regulations, satisfied requirements, redactions, gate health, the verdict, and the tamper-evident audit_hash:
Violations, every fired rule across scorecards, for drill-down. Filter by rule_id, severity (low/medium/high/critical), or interaction_id:
Findings, the async semantic layer (advisory, kept separate from the hash-chained violations). Filter by check_id, action, or severity; the compliance-officer alerts feed is action=escalate and/or severity=critical:

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The console view

The Compliance / Trace tab in the console renders the same data, Overview (exposure), Interactions (scorecards), and Alerts (escalated findings), no code required.

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Metering

Trace meters one trace.calls unit for each scanned call, on top of the underlying call product. Current rates and any promotional billing appear on the pricing page and in your console.

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Next steps

Trace API reference

Full request/response schemas for every /v1/trace/* endpoint.

Post-call extraction

Pull structured data out of completed calls.

Conversation intelligence

Recap: summaries and CRM sync for your calls.

Errors & limits

Error codes, pagination, and idempotency conventions.

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Recurring issues and coverage

The Trace overview groups deterministic findings by check, showing affected calls, affected agents, recent examples and the previous period’s call count. A call with several findings from the same check counts once. Open an example to inspect its evidence and use the review inbox for ownership, comments and resolution. Export matching issue rows as CSV. Coverage includes retained PyAI call records, Recap calls and Trace records received during the selected period. It distinguishes healthy reported checks, limited checks, unknown check health and calls with no scorecard. This is a retained-call denominator, not a promise that every call was eligible for Trace. No scorecard can mean Trace was disabled or processing did not finish. Check health is separate from the verdict: healthy checks can find failures. Use Scoring details & settings for verdict totals and the organization default.