One story. First the customer defines a golden path (what to evaluate). Then a trial user stalls mid-journey — we score deviation, gate with an FSM, and Fin delivers help. Not “events only,” not “type an offer in NL.” Press play to reveal steps in order.
Product: “Workspace”. Customer already connected PostHog and recorded a golden path Create automation rule (ideal action sequence). A new trial user opens that flow, freezes mid-path, almost closes the tab. Nobody asked for help yet.
| Steps | Owner | Plain English |
|---|---|---|
| 1–2 | Customer + our console | Connect activity · record golden path (what to evaluate) |
| 3 | Customer app | User works in the SaaS product |
| 4–5 | PostHog (customer) | Records actions, sends webhook |
| 6–10 | Our project | Clean, store, score vs path, detect, gate, answer MCP |
| 11–12 | Intercom Fin (customer) | Shows help in their chat UI |
| 13 | Our FSM | Quiet period so we do not spam |
What we sell: customer already has app + analytics + chatbot. They connect the feed and define golden paths in our console (Glance Intelligent Detect). We detect stall / off-path, feed Fin so help arrives before the user quits.