Ask each milestone what proves it — the configuration that works, the first real use, the person who did it — and hold the plan open until a named onboarding lead accepts the evidence.
A milestone is claimed, and the agent asks what would show it was met rather than who said so.
02
A launch is dated, and the date sits beside the first real use behind it or beside nothing at all.
Reason
03
A kick-off call happens, and it is recorded as a meeting held, never as a stage completed.
04
A tenant is provisioned and a licence issued, and neither is counted as a customer getting value.
05
A step waits on something the customer owes, and it is chased as an open dependency, not left quiet.
Decide
06
A standard template meets an account whose sequence differs, and the mismatch is raised early.
07
A file is attached as evidence, and the milestone it actually supports is checked against the one claimed.
Out
08
A plan changes hands and keeps its old dates, and the stale dates are surfaced rather than inherited.
09
Execute write actions only inside the approval boundaries agreed during implementation.
→Product statement
Holding the plan, gathering evidence and chasing waiting steps belong to the agent. Acceptance belongs to a named onboarding lead, who marks the milestone met and answers for it.
Example workflow
One onboarding plan, kick-off to accepted
AgentHuman
1Plan receivedOnboarding plans, project records, provisioning logs, training registers or product telemetry
2Milestones and owners fixedThe milestones, the evidence each one needs, the owner of each step and whoever it waits on
3Evidence gathered per milestoneThe evidence found, the milestones still unevidenced, the waiting steps and confidence
4Controls appliedEvidence checks, sequence checks, dependency checks and matching confidence
No human action required
Stages 1 to 4 run unaided, and no milestone is met at any of them — the agent is gathering, and the onboarding lead lane opens at the acceptance gate.
5DecisionSplits at the acceptance gate
Evidence found and matched
Goes to the named onboarding lead to accept.
Anything unevidenced
Adds a delivery manager read first.
Onboarding lead review
The milestone is held with the evidence found, what is missing and the steps still waiting.
Accept · Request evidence · Send to delivery review
Accepted — by the named onboarding lead▼
6Plan and project records updatedOnly where write access and records policy allow it
7Outcome evaluatedEvidence quality, chase response, lead corrections and what review found
Corrections
Each onboarding lead correction is counted in the evaluation.
What should not run autonomously
Human approval stays in control
Outside the boundary — human approval required8 items
Marking an onboarding milestone as met.
Declaring a customer onboarding complete.
Deciding a customer is ready to go live.
Signing off a launch for a named account.
Automation boundaryAgent acts unaided
✓Ask each milestone for the evidence it requires.
✓Show which milestones are claimed but still unevidenced.
✓Chase each step that is waiting on someone outside the internal plan.
✓Flag any plan whose owner changed while its dates stayed unmoved.
No milestone is met except by a named onboarding lead, inside the agreed boundaries.
Judging whether a plan fits the account at all.
Telling a customer their onboarding has landed.
Choosing which milestones a launch may skip.
Changes to the plan, the dates or the owners.
Example output
One onboarding milestone, annotated
This serves an onboarding team who may have to show, a year later, why a launch was called complete; below is one milestone exactly as the agent leaves it.
Onboarding milestone · single accountIllustrative example
Milestone
Recorded as
Stage
Evidence of record
Confidence
Held for
First production use, primary workflow
Evidence found, one gap open
Go-live, stage four
Usage record, 3 August 2026
Held unaccepted
The named onboarding lead, by name
As receivedBuilt from provisioning logs and product telemetry, and it claims nothing beyond what those show.
What the record holdsProvisioning logUsage recordTraining register
Why no acceptance hereCalling a milestone met is a judgement the onboarding lead makes.
ActionAcceptRequest evidenceSend to delivery review
What the score decidesBelow the configured threshold a milestone gets a delivery read before the lead sees it.
Value
Where AI adds value
The same four claims, placed at the point in the workflow where each one applies.
Where the value landsValue 01 – 04
Every milestoneFrom the record that shows it
03Evidence
Where the evidence comes from
Onboarding names customer due diligence in banking and engagement terms in accounting; this is neither. It is the delivery plan after signature and whether each milestone on it carries evidence.
01Approved path
Live is not the same as landed
A tenant provisioned, a licence issued and a training session delivered are all real events, and not one of them is a customer getting value out of the product.
02Human review
What was checked, and not found
Checked against the plan and not found there: a promise made in the last call before signature that never became a task. The sales-to-success handover agent owns that commitment record; this agent works the plan it is handed.
04Build an evidence trail
The milestone, the evidence it was met and the owner who accepted it stay together.
Integrations
Typical integrations
Five system groups connect to the same agent. Which of them are in scope is decided in discovery.
Project and plan systemsAsana · Smartsheet · Monday Onboarding plans, steps and owners
Product telemetryAmplitude · Mixpanel · Pendo First real use and its date
Provisioning and accessIdentity · entitlement · billing Tenants, licences and first logins
Agent
Onboarding plan support
Reads the plan Gathers the evidence Holds for the lead
Enablement and trainingTraining platforms · session logs Attendance and completion records
A stage-level evidence-coverage figure can read clean while go-live and first use carry most of the re-evidencing. Nestack reports the correction rate by onboarding stage, not only in total.
Slice performance — reported separately, not only in aggregateIllustrative example
Slice
Failure rate
Lift
Lift vs. threshold
Status
Go-live and first use
6.8%
3.7×
Review
Multi-workstream launches
4.9%
2.7×
Review
Customer-dependent steps
3.0%
1.6×
Watch
Kick-off and planning
1.7%
0.9×
Normal
Bar: correction-rate lift vs. kick-off-stage baseline · scale 0–4.0× · tick marks the 2.0× review threshold2 of 4 slices over threshold
Evidence-linked improvement
What a milestone met by a meeting costs
A cycle closes when the milestone marked without evidence is a regression case. That suite is what the next launch cleared is measured against.
Improvement cycle · five stagesSwitchback — the path turns at Improve and returns at Learn
01Detect
Correction rate rises on go-live and first-use milestones.
02Diagnose
The launch marked complete because the kick-off call happened, not because anything was yet working, is worked backwards until one cause is left standing.
03Improve
Number the change; the launches that drove it are filed beneath it.
04Verify
One launch case still failing holds the entire release back.
05Learn
It is retained permanently, and the acceptance rules move with it.
Learn → DetectThe return edge. The next launch cleared runs against a suite one case longer.
Typical build scope
Twelve workstreams across six weeks
The build scope read against the delivery timeline. Week structure follows the six-week plan — discovery, sources, evidence gathering, evaluation, integration, then production validation and handover.
WorkstreamWeek 1Week 2Week 3Week 4Week 5Week 6
01Milestone-acceptance and automation-boundary work.
02Plan, provisioning and telemetry sources.
03Evidence-to-milestone and stage-coverage mapping.
04Onboarding plan ingestion.
05Milestone, evidence and owner binding.
06Evidence scoring and review routing.
07Onboarding lead acceptance workflow.
08Project-tracking integration.
09Milestone and evidence cases.
10Guardrails and readiness controls.
11Launch-trail instrumentation.
12Deployment, documentation and Agent Care handover.
12 workstreams · 6 weeks · bar shows the weeks a workstream is active — several run in parallelFinal scope and sequence confirmed in discovery
Engagement tiers
What each tier includes
Rows are the capabilities named in each tier's scope. Higher tiers include everything below them.
Capability✓ in scope · — not at this tierPilotOne account cohort, one planProductionProduction onboarding workflowAdvancedMultiple cohorts / regions
Introduced at Pilot
Evidence gathering to your plan✓✓✓
Named onboarding lead acceptance✓✓✓
Onboarding-plan baseline✓✓✓
Introduced at Production
Reporting by onboarding stage—✓✓
Lead review workflow in your systems—✓✓
Approved write-back—✓✓
Project-tracking integration—✓✓
Introduced at Advanced
Multi-workstream plans——✓
Cross-account launch packs——✓
Large account cohorts——✓
Multi-workstream milestone controls——✓
Build priceFrom $5,000From $8,000Custom quote
Final build priceConfirmed after discovery based on integrations, workflow complexity, cohort volume, approval controls and deployment requirements.
Separate from buildBuild pricing is separate from recurring Agent Care, which covers managed monitoring, evaluations, incidents and verified improvements after launch.
What we need from you
What you bring, and what we build with it
Each input maps to a piece of build scope and a week in the delivery timeline.
You bringWe build with it
01Your live onboarding plans and the milestones in each→Milestone capture and evidence definitionWeek 1
02Representative launches, plans and the evidence behind them→Evidence binding, chase logic and the milestone baselineWeek 2
03Your onboarding calendar and the leads it names→Milestone mapping, evidence rules and the automation boundaryWeek 1
04Access to relevant APIs, feeds or exports→Plan, provisioning and telemetry source assessment, then integration setupWeek 2
05Launches you would not want reviewed→Evidence cases and the evaluation runWeek 4
06What no milestone may prove→Evidence scoring, review routing, guardrails and release controlsWeek 3
07A named onboarding lead who accepts the milestone→Release to the named onboarding lead, then pilot and production validationWeeks 5–6
Nothing else is requiredDeployment, documentation and Agent Care handover are ours.
Delivery timeline
Four phases across six weeks
Each bar runs exactly as long as its phase does, which is why week five carries a pair of them.
PhaseW1W2W3W4W5W6
DiscoveryW1
BuildW2 – W3
EvaluateW4 – W5
Pilot & LaunchW5 – W6
Week focusW1Milestone discovery, evidence rules and the automation boundaryW2Source integration and the onboarding-plan baselineW3Evidence gathering, chase logic and release controlsW4Evaluation suite, evidence cases and failure-mode testingW5Project-tool integration, pilot launches and targeted correctionsW6One onboarding cohort run under the onboarding lead, then Agent Care handover
Reading the bandEach bar covers only the weeks its own work is named for, and week five is shared by design.
At the end of W6Once the milestone record validates, Agent Care takes the agent on.
DurationSix-week plan shown · typical delivery 4–6 weeks depending on scope confirmed in discovery.
Next step · Customer Success AI agent
Build a customer onboarding agent around the milestone your last launch never evidenced.
Show us one onboarding plan and the last account that ran through it. Start with one cohort: we take each milestone marked complete and ask what evidence sits behind it, then hand back the ones a calendar invite is standing in for. The onboarding lead decides what that changes.
