The operational decision
Understand what records exist and who can access them before the firm approves the service. Buy the specific intake workflow the firm needs, with clear limits and evidence. A product logo or broad feature list does not prove that an external calendar, case-management system or escalation route works for this firm.
Prepare the workflow
Ask about recordings, transcripts, summaries, access roles, exports and deletion processes; keep the review at system level using invented records.
Example wording for approval
“Please identify each record type the proposed workflow creates and explain its access and retention controls. Use a synthetic inquiry to demonstrate the process.”
Worked example
A supplier deletes a synthetic inquiry from its dashboard and says the record is gone. Ask separately about the recording, transcript, notification copies, exports and operational logs. Record which deletion behavior the demonstration actually verified and what remains a policy statement. The review does not need real client data. Access roles and retention should be understandable at the record-type level, so the firm's reviewers can evaluate the proposed process without accepting a generic assurance that everything is secure.
Handoff record
Record these task-specific fields: record type, access role, stated retention, evidence owner.
Acceptance check
Ask for the lifecycle of one fictional recording and summary. A broad security claim should not replace concrete answers about storage and access.
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