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AI agent for customer experience managers

Customer Journey Touchpoint Audit Agent

A customer journey where every touchpoint works, arrives on time and is consistent, confirmed by test walks

Quality controlCustomer supportManagement
See how it worksGet access
Customer Journey Touchpoint Audit Agent: what goes in, what the agent does and what you get

What it does

A new customer signs up, and the welcome email links to a retired page, the SMS arrives two days late and the invoice uses an old logo. Nobody sees all of this because each team owns one piece. This agent walks each step of the customer journey as a test customer, using test accounts. At each touchpoint, such as sign-up, welcome email, first login, onboarding call and first invoice, it checks the message, timing, links, branding and consistency with the other steps, and logs failures. After the owner fixes an issue, it walks that step again and loops until it passes. It then walks the full journey again to catch knock-on problems. The manager approves changes to customer-facing messages. Edge case: a message that arrives within the target but in the wrong language is logged as a failure.

How it works

Follow the arrows from top to bottom. The orange dashed arrow is the loop: when a check fails, the agent goes back and tries again.

Start and resultWhat it doesA check on its own workWaits for your OKGoes back and retries
Yes, continueApprovedYes, continueNoNo 1 STARTS WHEN Audit starts 2 USES A TOOL Read the journey map, targets and brand rules 3 USES A TOOL Create a test customer and trigger the firsttouchpoint 4 DOES Check timing, content, links and branding at thetouchpoint 5 CHECKS THE RESULT Does the touchpoint pass every check? If not: Log the failure with evidence and assign theowner. Back to step 4. 6 DOES Move on to the next touchpoint and repeat 7 DOES Compile failures with evidence and owners 8 YOU APPROVE Manager approves changes to customer-facing messages 9 USES A TOOL After the owners fix the issues, walk the failedtouchpoints again 10 CHECKS THE RESULT Do the fixed touchpoints pass and does the fulljourney still flow? If not: Reopen the issue and repeat the walk. Back tostep 9. 11 RESULT Journey audit report
Read the steps as a list
  1. Audit starts
  2. Read the journey map, targets and brand rules
  3. Create a test customer and trigger the first touchpoint
  4. Check timing, content, links and branding at the touchpoint
  5. Does the touchpoint pass every check?If not: Log the failure with evidence and assign the owner. Back to step 4.
  6. Move on to the next touchpoint and repeat
  7. Compile failures with evidence and owners
  8. Manager approves changes to customer-facing messagesThe agent waits here for your OK.
  9. After the owners fix the issues, walk the failed touchpoints again
  10. Do the fixed touchpoints pass and does the full journey still flow?If not: Reopen the issue and repeat the walk. Back to step 9.
  11. Journey audit report

How it decides

A touchpoint passes when the message arrives within its time target, all links work, the content matches the brand rules and the next step is clear.

  • Fail a touchpoint that arrives later than its time target
  • Fail any broken link or wrong brand element
  • Check all steps again after a fix, not only the failed one
  • Use test accounts only

Make it yours

Every agent is a starting point. You choose these settings for your own situation.

  • Journey steps and targets
  • Brand rules to check
  • Audit frequency (default monthly)
  • Test account setup
  • Owners for each touchpoint

What keeps you in control

It always asks you first

  • Manager approves changes to messages that customers see

Hard limits

  • Use test accounts only, never real customer data
  • Never change messages itself

It stops when

  • Done: Every touchpoint passes in a full walk
  • Stop: A touchpoint cannot be triggered with a test account, so the agent lists it for a manual check

Set it up

We guide you through the set-up, step by step

Members get the full set-up guide for this agent. No technical skills needed: you copy, paste and upload.

10 minto set it up in your AI
5 AIsChatGPT, Claude, Copilot, Gemini, Grok
  • One set of instructions to paste into your AI, with the clicks for ChatGPT, Claude, Microsoft 365 Copilot, Gemini and Grok
  • The agent then walks you through connecting your own data, one source at a time
  • A downloadable copy with the flow chart, the rules and the full guide
Get access to this agent

An example run

What happensThe agent signs up a test customer. The welcome email arrives in 2 minutes but links to a retired help page. The SMS comes 26 hours later against a 1 hour target. The owners fix both. In the repeat walk, the link works, but the SMS now contains the old company name. The agent reopens that item, the manager approves the new text, and the third walk passes.

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