Compliance by design. Auditable by default.
Moozy is built for organisations that answer to a regulator, an auditor or the public. Consent, access control, human oversight and a complete record are part of how every customer journey runs, not features added afterwards.
Audit trail · one customer
- SMSConsent to be contacted recorded
- WhatsAppIdentity check passed
- SystemApplication scored 72 of 100, two reasons, held for review
- ReviewerApproved by a credit officer
- PayP120.00 confirmed by payment provider
Recorded stepA person decided
Illustrative record.
Governance that runs with the journey
When a message, a form, an identity check and a payment live in separate tools, the evidence does too. Reconstructing what happened to one customer becomes a project.
On Moozy those steps are one journey on one platform, so they produce one record. The same rules apply on WhatsApp, SMS, USSD and web. The same roles decide who can see what. The same log shows what the system did and what a person did.
- Complete audit trail, exportable for review
- Consent tracked per customer and per channel
- Role-based access to customer information
- Advisory scoring that shows its reasons
- Human handover and escalation on every channel
- Data processor under Botswana’s Data Protection Act, 2024, with a published compliance note
A complete audit trail
Every event is logged with its time, its channel and its actor, whether that actor is the customer, the platform or a member of your team. The trail can be exported for an auditor or an investigation.
| What happened | What the record holds |
|---|---|
| Conversations | Messages sent and received, the channel, delivery outcome, and any handover to a person. |
| Consent | Opt-in and opt-out, when it was given and on which channel. |
| Forms and documents | Answers as submitted, validation results, and the documents or media collected. |
| Identity checks | Which checks ran, the result returned by the verification provider, and who reviewed a referral. |
| Scores and flags | The score, its band, the inputs and reasons behind it, and the person who made the decision. |
| Payments | Requests, customer approvals, provider confirmations, failures, retries and mandate changes. |
| Actions by your team | Who replied, who took over a conversation and who approved, and when. |
Consent tracking
Plan messaging around opt-in. Let customers opt out on the channel they use. Keep the proof.
Recorded when given
Consent is captured as a step in the journey, with its time, channel and wording.
Applied to the next send
An opt-out takes effect before the next campaign goes out, not after the next list clean-up.
Per channel
A customer can accept messages by SMS and decline them on WhatsApp.
Customer-controlled mandates
A recurring mobile-money debit is authorised by the customer, who can pause, resume or cancel it. How payments work
Role-based access
Roles decide who can see customer information, who can act on it and who can export it. Sensitive items such as identity documents are limited to the roles that need them.
| Example role | What it is for |
|---|---|
| Agent | Takes over conversations and replies to customers. Sees the conversation, not the identity documents. |
| Reviewer | Decides referred cases. Sees the documents, check results, score and reasons for the cases assigned to them. |
| Analyst | Works with reports and exports, without access to individual documents. |
| Administrator | Manages users, roles, journeys and connections. |
Example roles. Yours are agreed and configured during setup.
Automation you can explain. People who decide.
Moozy automates the routine. It does not take consequential decisions away from your team.
AI replies can be imperfect, so chatbots answer from your approved information and hand over when a question is out of scope or sensitive.
Scoring is advisory
A score informs a person. It never approves, rejects, prices or underwrites, and it never triggers a payout.
Reasons, not just numbers
Each score comes with its band, the reasons behind it and any flags, so a reviewer can agree or disagree with it.
Held for review
Anything flagged waits for a person. Failed identity checks and exceptions are routed the same way.
Escalation on every channel
Customers can ask for a person, rules escalate reserved topics and exhausted payment retries, and your team can take over a conversation at any point. The agent receives the whole history.
Signals raised as evidence
Conversations can be watched for fraud, scam and compliance signals, which are raised to a person with the evidence.
Data Protection Act, 2024: compliance by design
Your organisation is the data controller and decides what is collected and why. Moozy is the data processor under Botswana’s Data Protection Act, 2024 (Act No. 18 of 2024), handling that information only on your instructions and under a written agreement. Our compliance note sets out how, section by section.
Where data lives
Platform servers in Germany, databases in South Africa and Germany, and the AI model in the Netherlands: each a country with an adequacy decision, so every transfer is permitted under s. 75. Mobile money and identity checks run through partners in Botswana.
Tenant isolation
Every record, export and setting is scoped to one business at the application, service and database level. Nothing one business sees can reach another.
Encryption
Data is encrypted in transit on every link. Encryption at rest is available as a deployment option.
No model training
Customer data never trains a model. Personal details can be masked before a message reaches the AI model, if you choose.
Consent and retention
Consent is recorded in the conversation and withdrawal stops the uses that depended on it. Retention periods are set by you as controller, and expired records pass through a two-stage recycle bin. Data deletion requests
Breach notification
Moozy notifies the affected business without delay with what happened, which records were involved and what has been done, as s. 63 requires.
Card details stay out
Card payments run through a hosted checkout into your own merchant account, so card details never reach Moozy.
Questions from risk, compliance and IT
Is Moozy certified to ISO 27001, SOC 2 or PCI DSS?
No certifications are claimed on this website. We answer due-diligence questionnaires directly during procurement.
Where is customer data hosted?
Platform servers run in Germany, databases in South Africa and Germany, and the AI model in the Netherlands, each a country with an adequacy decision under section 75 of Botswana’s Data Protection Act, 2024. Mobile money and identity checks run through partners in Botswana. If you operate in another market with its own residency rules, raise it during scoping.
Is customer data used to train AI models?
No. The AI model is processed only inside the EU and customer data never trains a model. Personal details can also be masked before a message reaches the model, if you choose.
Do you sign a data processing agreement?
Yes. Moozy processes under a written agreement with each business, as sections 55 and 58 of the Act require, and our sub-processors are bound on the same terms. The compliance note and the agreement are available on request.
Is data encrypted?
Data is encrypted in transit. Encryption at rest is available as a deployment option and is agreed during setup.
Can we export the audit trail?
Yes. The audit trail of conversations, consents, payments, automated actions and team actions can be exported for review.
Can the platform make a decision about a customer on its own?
Not a consequential one. Scoring is advisory and carries its reasons. A person approves, rejects or prices, and anything flagged is held for review.
Does using Moozy make us compliant?
No platform can do that for you. Moozy provides the controls and the evidence. Your obligations are decided by your regulator and your own policies, and we configure journeys to fit them.
Where these controls apply
Send us your due-diligence questions
Bring your risk, compliance and IT teams to the demo. We will walk through the controls against one of your own journeys.