Timeline · Audit & Evidence
Timeline is the SwiftCase audit logger. Every action, AI or human, recorded with who did it, when, what it touched and what changed. Per case. Per actor. Per second. Exportable to CSV when a regulator asks.
The Data Model
Timeline records actions in a structured shape that handlers, managers, and regulators can all read.
actorThe named human, or the automation or API account, that performed the action. Steps the system took by itself are marked as automated, so nothing is anonymous.
timestampDate and time to the second on each entry, so the order of events is never in doubt.
resourceWhat was acted on: the case, its status, a field, a document, a text message. Each action ties back to the case it belongs to.
detailWhat changed: the old and new values, the document produced, the message sent. Not just “something happened.”
automatedWhether a person did it or the system did it by itself, so you can see how much of the work ran without anyone touching it.
filterableFilter a case's timeline by category, or to the automated steps alone. Across the platform, search the audit log by event type, user, case reference or date.
Example Timeline
An anonymised slice of a Timeline for one TL settlement. Every entry attributed. Every change recorded. PII redacted for this example.
Set total-loss valuation on case CL-184729 (£8,450) with comparable market evidence pack attached.
Fields updated on case CL-184729 after an outbound call about the engineer-set value, with the caller verified first: agreement_confirmed=true.
Draft reply to the customer's follow-up email written to the case. Status: pending_approval, with an approval task for a handler.
Reviewed and approved the draft reply. Sent to customer at 14:37 UTC.
No anonymous AI actions. Each change Switchboard makes arrives through SwiftCase’s API and is logged on the case as an API request: who sent it and what it changed. Accountability, mapped to actions, by design.
Screenshots
Each event is listed in order with who did it and when, including the things the system did by itself. The next expected step sits at the top.
The sun and moon switch a screen between light and dark, and a click opens it full size.
See all 77 screens in the product tourWhy It Matters
FCA SMCR, Consumer Duty, FOS file requests, GDPR right-to-erasure: all of them ask for the same thing. Timeline answers it.
Senior Manager Conduct Rules expect personal accountability mapped to actions. Timeline provides exactly that mapping: the engineer who set a value, the handler who approved an email, the manager who signed off a threshold change. No “the AI did it.”
Consumer Duty asks for documentation that customers were treated fairly. Timeline produces that documentation as a side-effect of normal operation: what was offered, what was disclosed, what the customer said, who escalated when, and what the named human did about it.
When a case lands at the FOS, you export its timeline: the correspondence, the decisions and who made them, the escalations, and the resolution path. Not a hunt through inboxes.
Each change to a case is logged with who made it and when, so a subject access request or a question from the ICO starts from a written record.
Outputs
Same data, four audiences. Handlers see case timelines. Managers search the audit log. Regulators get exports. Engineers get webhooks.
Every action on a single case rendered as a chronological timeline. Used by handlers, managers, and complaint-investigators alike. No more “hunt the email thread.”
One-click export of a case’s full Timeline to CSV, with the date, time, category, detail and who did it on each line.
Search the audit log across the platform by event type, user, case reference or date. Find each change one handler made last quarter, or each time a status was set.
Push analytics data to your own systems on a schedule or when something happens, for the compliance tooling you already run.
FAQ
It depends on your plan: 30 days of audit logs on Starter, 90 days on Standard, a year from Core upwards, and unlimited retention on Enterprise. The pricing page has the detail.
Yes. Timeline ships with structured event types for common actions (case create, field update, API request, approval, escalation, etc.) and supports custom event types for tenant-specific workflows. Custom events get the same filtering, retention, and export treatment as built-in events.
Partly, and we'd rather you knew which part. Each change Switchboard makes reaches SwiftCase as an API request and is logged on the case, showing who sent it and what it changed. Switchboard doesn't write a note or a summary of the call to Timeline; it keeps each call's summary and outcome itself, and can send them to you by email or webhook.
There is no ready-made SIEM connector. Analytics webhooks can push data to an endpoint you name, on a schedule or when something happens, and each case's timeline exports to CSV.
Yes, through the analytics exports (CSV, JSON, XML or Excel) and analytics webhooks. There is no ready-made feed into blob storage.
Erasure is handled with you under the DPA. Timeline has no automatic redaction or tamper-evident hashing today, so we agree with you how a request is met while keeping the audit record you need.
Application logs are for engineers debugging code. Timeline is structured business-action logging designed for regulators, handlers, and customers. Each entry has a named person or an automation behind it, and the case it belongs to. You can hand a Timeline export to the FOS; you cannot hand them a Splunk query.
Run a 30-day pilot. We’ll set up Timeline on the workflow you choose, and you’ll see the audit trail your existing tooling can’t produce. No platform migration. No long lock-in.