J
Joey Morin
Found a bug when building out DM automation workflows for IG and FB. When using the Interactive messenger module in the workflow builder and using quick replies so the user is prompted with options for messages, there is a bug if the user doesn't select one.
Right now if a user is presented with the quick replies and types something in the chat instead of hitting one of the quick replies, the quick replies options go away and the conversation is basically frozen because the user can't click on the actual quick reply and the workflow doesn't advance because the right option was not selected. Then it will eventually just take the default path on time out.
Example:
  • I make an Instagram post with a CTA asking people to comment the keyword "GUIDE"
  • They comment and that triggers a workflow to start to send them a message
  • I send an interactive message with quick replies asking if they want the guide (I need to send a quick reply message for the first message because if they don't reply to your message you're locked at only sending them one message within 24hrs)
  • The quick reply options are "Yes I want the Guide!" and "No thanks"
  • A user doesn't click on either one (either they don't know or don't see them) and instead types "Yes" in the chat as a message
  • The workflow doesn't move forward and is now stuck at that message stage because they didn't message the exact words in the quick reply
  • They can't go back and click the quick reply now or see what it did say because it disappeared
  • Workflow eventually goes down the default path and they don't get the thing they wanted causing a bad experience.
This is something that is fixed already in ManyChat and definitely needs to get fixed here in case a user doesn't hit the quick reply button. ManyChat has the option to send a message asking them to use the quick reply or send the message again if they respond anything other that the quick replies. This is a good fix or can have a 4th path option in addition to default path, yes quick reply, no quick reply, and another option for if they respond something not a quick reply.
Photo for example but this could cause a problem for users and not getting the thing theyre messaging you about and getting stuck in limbo