| Audience | Marketers, business users |
| Prerequisites | At least one Agent |
Inspector helps you understand how messages are delivered to individual users. Use it to QA campaigns, troubleshoot delivery behavior, and explain outcomes with confidence.
Overview
Inspector (labeled Experience inspector in the app) helps you understand how messages are delivered to an individual user.
Instead of aggregated metrics, Inspector shows exactly what happened for a specific person—step by step—across one or more agents. This makes it easy to validate campaign behavior and explain outcomes with confidence.
In Inspector, you can review a user’s full journey across agents, including:
- When the user becomes eligible for an agent
- Which messages were evaluated and which were sent
- When sends were skipped, including by smart suppression
- Which content and variants were selected
Inspector is most useful during campaign setup, QA, troubleshooting, and reviews, when you need to confirm that agents are behaving as expected for real users.
It complements Insights, which focuses on performance trends and lift across many users, by providing a clear, user-level explanation of delivery behavior.
Navigate to Inspector
In the Hightouch app, go to:
AI Decisioning > Inspector
From here, you can:
- Filter by All agents or a specific agent
- Search for a user
- Step forward or backward between users
- Review each user’s experience over time
Review a user’s experience
Inspector is organized into three main areas that work together to explain delivery behavior.
User attributes
The left panel shows the full set of user attributes available to agents.
These attributes help explain:
- Eligibility and agent entry
- Message selection and personalization
- Suppression or exit behavior
This view represents the broader user context agents can use when evaluating decisions across the user’s journey.
The attributes shown here represent everything the agent knows about the user. Not every attribute directly influences every message decision.
Experience timeline
The center panel shows a chronological timeline of the user’s journey across agents.
You may see events such as:
- Eligible for agent
- Wait periods between evaluations
- Messages sent, including channel and agent
- Skipped sends, including smart suppression
- Exited agent events
- Outcome events, such as clicks or purchases (when available)
This timeline makes it easy to understand both what happened and what didn’t happen, in context.
Message details
To open the message details drawer, open the actions menu on a message card and select View message or View data payload, or click the message thumbnail.
This view explains what was sent and shows the data behind it.
The drawer includes two tabs:
| Tab | Purpose |
|---|---|
Preview | View the rendered message content as delivered to the user (when supported). |
Data | Inspect the payload sent to the destination, including variables and metadata. |
Use these views together to validate content and confirm the variables and personalization sent to the destination.
When to use Inspector
Use Inspector when you need a clear, user-level explanation of how an agent behaved for a specific person.
Inspector is best suited for questions like:
- Why did this user receive this message?
- Why was a send skipped or suppressed?
- What personalization and variables were sent with the message?
- How did this user’s experience unfold across agents?
Common scenarios include:
| Scenario | How Inspector helps |
|---|---|
| QA a new agent | Preview upcoming messages and confirm eligibility before launch |
| Troubleshoot skipped sends | Identify smart suppression, wait periods, or exit conditions |
| Validate personalization | Confirm the variables and content sent to the destination |
| Review user journeys | See how experiences unfold across multiple agents |
| Stakeholder reviews | Walk through real user examples to explain outcomes |
For performance trends, lift analysis, and insights across many users, use Insights.
Next steps
- Agents to configure audiences, messages, and goals.
- QA guide for channel-specific checklists for email, SMS, and push.
- Insights to analyze performance and lift.
- Smart suppression to control low-impact sends.