Glific: Show Flow Termination Reasons In Contact History

Have you ever been left scratching your head when a flow in Glific terminates unexpectedly? You're not alone! Many users find it confusing when they can't see why a flow ended abruptly. This article dives into a crucial discussion around improving the Glific user experience by displaying the reasons behind flow terminations directly in the contact history.

The Problem: Mystery Flow Terminations

Currently, Glific doesn't explicitly show the reason for a flow's termination in the user interface (UI). Often, the reason is tucked away in the event_meta data, which is returned by the Contact History API. This means users have to dig deeper to understand what went wrong, leading to frustration and wasted time. Imagine you're guiding someone through an important process, and suddenly the flow stops. Without knowing the reason, it's difficult to troubleshoot or provide proper support. This lack of transparency hinders the effectiveness of Glific and creates a less-than-ideal user experience. Understanding the reasons behind flow terminations is vital for both users and developers.

Consider a scenario where a user is filling out a form, and their session times out due to inactivity. Glific should clearly indicate this timeout in the contact history, so the user understands why the flow stopped and can easily resume where they left off. Or, if a flow terminates because of an error in the flow logic, displaying this error message would allow developers to quickly identify and fix the issue. By making this information readily available, we empower users and developers to better manage and optimize their Glific interactions. The current ambiguity surrounding flow terminations creates unnecessary friction and hinders the overall usability of the platform. Let's explore how we can address this and make Glific even better!

The Solution: Exposing the 'event_meta' Data

The key to solving this lies in making the information contained within the event_meta data accessible in the Glific UI. The event_meta often holds valuable clues about why a flow was terminated, including specific error messages, timeout details, or other relevant information. By displaying this data in a user-friendly format, we can significantly improve the clarity and transparency of Glific's flow management. This could involve adding a new column to the contact history table, or perhaps a dedicated section within each contact's history to display flow termination details. The goal is to make this information easily discoverable and understandable for all users, regardless of their technical expertise.

Think about the impact this would have on user support. Instead of having to ask users for additional details or manually check logs, support agents could quickly identify the cause of a flow termination and provide targeted assistance. This would not only save time but also improve the overall quality of support. Furthermore, making this information visible empowers users to troubleshoot issues themselves, reducing the need for external assistance in many cases. It's a win-win situation for everyone involved. By surfacing the event_meta data, we're not just providing technical details; we're giving users the context they need to understand and effectively use Glific.

Benefits of Showing Flow Termination Reasons

There are several significant advantages to displaying the reasons for flow termination in the Glific UI. Firstly, it greatly reduces confusion for users. Instead of being left in the dark, they can quickly understand what happened and why. This leads to a more positive user experience and reduces frustration. Imagine a user trying to complete a critical task, like applying for a service or submitting important information. If the flow terminates without explanation, they might become discouraged and abandon the process altogether. By providing clear reasons for termination, we can help users understand the situation and take appropriate action, such as retrying the flow or contacting support.

Secondly, displaying termination reasons can significantly improve troubleshooting. When developers and support staff can see exactly why a flow ended, they can quickly diagnose and fix the underlying issues. This leads to faster resolution times and a more stable platform. For instance, if a flow is consistently terminating due to a specific error in the flow logic, developers can identify and address this bug more efficiently. Similarly, if a flow is timing out frequently due to high server load, operations teams can take steps to optimize performance. By providing clear visibility into flow terminations, we empower teams to proactively identify and address potential problems before they impact a large number of users.

Finally, this improvement can empower users to self-diagnose and resolve simple issues. If a flow terminates due to a simple error, such as an invalid input, the user can correct the mistake and try again. This reduces the burden on support staff and gives users a greater sense of control over their experience. For example, if a user enters an incorrect phone number or email address, the system can display an error message indicating the issue. The user can then correct the input and continue the flow without having to contact support. By enabling users to resolve common issues independently, we improve their overall satisfaction and reduce the workload for support teams. In short, showing flow termination reasons is a crucial step towards building a more user-friendly and efficient Glific platform.

How to Implement the Solution

Implementing this improvement involves making changes to both the Glific backend and frontend. On the backend, the Contact History API needs to be updated to ensure that the event_meta data is consistently included in the responses. This might involve adding new fields to the database or modifying the API logic to retrieve the necessary information. It's crucial to ensure that this data is readily available and easily accessible for the frontend to consume.

On the frontend, the Glific UI needs to be updated to display the event_meta data in a clear and user-friendly manner. As mentioned earlier, this could involve adding a new column to the contact history table, creating a dedicated section for flow termination details, or using tooltips to display additional information on hover. The key is to present this information in a way that is easily understandable for all users, regardless of their technical background. Consider using clear and concise language, avoiding technical jargon, and providing helpful context where necessary. For instance, instead of displaying a raw error code, you could translate it into a more descriptive message, such as "Flow terminated due to invalid input" or "Session timed out due to inactivity."

It's also important to consider the user experience when designing the UI changes. The goal is to provide the necessary information without overwhelming the user. You might want to use progressive disclosure techniques, such as hiding the detailed event_meta data behind a "Show Details" button, to avoid cluttering the interface. Additionally, it's crucial to thoroughly test the changes to ensure that they are working as expected and that the displayed information is accurate and helpful. User feedback should be incorporated into the design process to ensure that the final solution meets the needs of Glific users.

Conclusion: A Step Towards a Better Glific

Displaying flow termination reasons in the Glific UI is a significant step towards improving the platform's usability and user experience. By providing clear and accessible information about why flows terminate, we can reduce confusion, improve troubleshooting, and empower users to self-diagnose and resolve issues. This seemingly small change can have a big impact on the overall effectiveness of Glific and its ability to support meaningful conversations and interactions.

Guys, let's make Glific even better by implementing this crucial feature! By exposing the event_meta data and presenting it in a user-friendly way, we can create a more transparent, efficient, and empowering platform for all. This is a win for users, developers, and the Glific community as a whole. Let's work together to make this happen!

For more information on Glific and its features, you can visit their official website: Glific Official Website