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Example

This is an illustrative sample. Northgate CRM, its domain and every result below are fictional — written to show what an Agent Journey Audit delivers.

BlockedExample

The help center refuses agents that don't run a browser

Buyer question: How do I get help with an import?

Confidence: High — Reproduced three times from one location; other locations not tested.

Where the journey stopped

  1. Open homepagecompleted
  2. Follow the Help linkcompleted
  3. Open the help centerblocked here
  4. Find the import articlenot reached

Person view vs. agent view

Person sees (browser)200 · 12 Sept 2026 10:33:10
Import customers from a CSV — Go to Settings › Data › Import and choose your file.
Agent gets403 · 12 Sept 2026 10:31:55
403 Forbidden
Request blocked by bot protection.

Blocker

The Help link leads to help.northgate-crm.example. A plain HTTP request gets a 403 from the help center's bot protection; a browser session gets the articles.

Business impact

When a customer asks an assistant how to do something in Northgate, the assistant may answer from forums or guess instead of using the official article.

Trade-off

If the block is deliberate (for example to limit scraping), allow known AI assistants' user agents rather than removing protection.

Fix

Allow AI assistants' user agents to read help-center articles; keep rate limiting in place.

Done when
A plain HTTP fetch of /hc/en/articles/import returns 200 with the article text.
Owner
Support operations
Effort
Small

Evidence · 2 records

Plain agent fetchPlain HTTP agent · no JavaScript
403https://help.northgate-crm.example/hc/en/articles/import
· Amsterdam, NL
403 Forbidden
Request blocked by bot protection.
Browser sessionBrowser-based agent · JavaScript on
200https://help.northgate-crm.example/hc/en/articles/import
· Amsterdam, NL
Import customers from a CSV — Go to Settings › Data › Import and choose your file.