URL Shortener & Link Management Service  ·  View 03 of 23  ·  People and journeys

Actors and Their Journeys

Nine actors in four groups, each with a goal in their own voice — and two of them are machines that must be counted separately from humans.

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The people who click Link clicker never signed up for this Goal — I clicked a link somebody sent me. I want the page, now, and I want to know if it is a trap. Core journeys Click a short link the only journey at 150k/s Preview before clicking The people who own links Campaign owner 40k tenants Goal — The code goes on 10,000 printed cards on Friday. I need to be able to change where it points afterwards. Core journeys Launch a campaign link alias + branded domain Kill a live link Read the click report Customer developer bulk and API users Goal — Shorten 40,000 links in one import and get back a result per row, not a 429. Core journeys Bulk import a campaign Subscribe to the click stream Tenant administrator enterprise tier Goal — Prove our branded domain is ours, and know before its certificate expires, not after. Core journeys Verify a branded domain Scope and revoke API keys The people who defend it Trust and safety analyst 24/7 rota Goal — Stop a phishing link within a minute of hearing about it, and be able to show why I did. Core journeys Block and appeal 60 s globally Work the review queue Platform SRE on call Goal — Keep the redirect path up while everything behind it is broken, and know which one it is. Core journeys Absorb a viral link Fail a region out Rebuild the projection Machines in the cast Chat unfurler ~18% of traffic Goal — Fetch the link so my user sees a preview. I am not a click and must not be counted as one. Core journeys Prefetch a destination Reputation feed 3 feeds Goal — Tell the platform a destination turned malicious after it was approved. Core journeys Deliver a verdict change Who the Platform Is For, and What They Get to Do Person or role Journey / task External / third party The clicker never signs up, never logs in and is the only actor at full traffic scale — which is why the redirect path owes them a working link, not a branded one. v 1.0 · owner Platform Architecture · date 2026-09

What the cast tells you

  • The clicker's goal ('the page, now, and tell me if it is a trap') is the whole justification for both the 40 ms p99 and the abuse interstitial.
  • The campaign owner's goal ('the code goes on 10,000 printed cards') is where code immutability comes from — it is not a technical preference.
  • The analyst's goal ('stop it within a minute, and show why') is where the separate revocation channel comes from.

The machines are actors

  • Unfurlers and scanners are an assumed 18% of traffic. They are served normally, tagged, excluded from customer counts, and never charged against a tenant's quota.
  • A reputation feed is an actor because it changes a verdict on a destination the platform already approved — the failure class that makes screening periodic rather than one-off.

Assumptions

  • 18% bot share of total traffic (assumption; the figure drives both cost reporting and the credibility of every customer-facing count).
  • Three reputation feeds, so a single provider's outage or false-positive run does not decide the platform's behaviour.