Summary
Problem Statement
Dynamic menu options fail to register correctly for specific contacts, leading to unexpected flow behavior.
Expected
User interaction with dynamic menu options should properly save inputs and route to the correct flow based on the user's selection.
Actual
When a specific contact (ID: 2342903) clicks on menu options, the response does not register, and the flow defaults to previously set values. This issue has also been noted with at least one other contact.
Error Messages
- Webhook logs show incorrect inputs saved, such as user names instead of expected selections.
Reproduction Steps
- Use contact ID 2342903 and engage with the menu in the flow related to "वर्ग रिपोर्ट" (class report).
- Click on dynamic menu options (specifically when there are 3 options).
- Note if navigation follows expected flows or defaults incorrectly to another flow.
Additional Notes
- The issue appears inconsistent, only affecting certain contacts under specific conditions (e.g., 3 dynamic options).
- Investigate webhook logs for affected contacts around the noted timestamps for context.
Source
Original message
Hi, for contact id 2342903, whenever they click on a menu, it doesn't seem to be registering the input, and no matter what they press the flow doesn't seem to be saving it, and sends the default value we had set up. This particular contact also had a weird issue for a menu in another flow (for example, on 9th July at 4:16pm), where when they clicked a particular menu option, and instead of going down the flow for that option, it was going to another flow.
It seems to be happening only with this particular contact, and we aren't able to reproduce it for any of our numbers, and haven't seen it happening for any other contact. Please do check out this contact's chats and webhook logs, can give additional context on a call if it would be easier to explain.
Full thread transcript
bala_83256: Hi, for contact id 2342903, whenever they click on a menu, it doesn't seem to be registering the input, and no matter what they press the flow doesn't seem to be saving it, and sends the default value we had set up. This particular contact also had a weird issue for a menu in another flow (for example, on 9th July at 4:16pm), where when they clicked a particular menu option, and instead of going down the flow for that option, it was going to another flow.
It seems to be happening only with this particular contact, and we aren't able to reproduce it for any of our numbers, and haven't seen it happening for any other contact. Please do check out this contact's chats and webhook logs, can give additional context on a call if it would be easier to explain.
Glific AI doc bot (bot): Hi there! Thanks for flagging this—totally understand how confusing that must be.
I do not have sufficient info to answer this question. <@&1383715800632004648>, can you please chime in here? Meanwhile, could you share the exact flow name(s) and the menu node where this happens for contact 2342903?
A few quick checks while the team reviews:
- If the contact clicked an older interactive button, Glific records that as the current answer by default, which can send them down an unexpected branch; the “Interactive Messages Re-response” feature can change this behavior on request .
- To avoid a menu click accidentally starting another flow, ensure “Ignore keywords” is enabled on the active flow so incoming text/labels don’t trigger a different flow .
- If inputs aren’t saving and you always see the default path, confirm the Wait for Response options are translated for the contact’s language; otherwise their reply won’t match and the default branch fires .
- Review webhook logs for this contact around 9 Jul, 4:16pm to see exactly what was captured and any errors ; also see the general flow troubleshooting checklist for other common causes .
Helpful references:
Glific AI doc bot (bot): Was this helpful in resolving your query? Or do you need further support?
sangeetamishra._91310: <@1363861539408445612> - I am checking the contact id 2342903 you shared above and the chats exchanges during date 9th July at time 4:16pm and will get to you by 10:30 AM.
sangeetamishra._91310: I have checked the chat history on 9th July at 4:16pm, you mean if the user clicks on the interactive message button कक्षा रिपोर्ट then the user should have gone to pull reports optin flow rather v2 Poshan Tracker ?
bala_83256: yep
bala_83256: Sorry, no, it should've gone to pull reports flow instead of going to the v2 categorisation flow.
bala_83256: if they had clicked the poshan tracker option it would've gone to additional sub-menu
sangeetamishra._91310: Did you start the flow for the user or it automatically went to the v2 Poshan Tracker. And as it happened on 9th July did we make changes the flow before ?
bala_83256: we hadn't. The user clicked on the menu button, and then got sent to the categorisation flow directly (after which it got categorised and sent to the poshan tracker flow). Plus, yesterday night too after a menu click it didn't seem to save the button text which was clicked
sangeetamishra._91310: Bala thanks for sharing this I will have to check the chat history again - as this has only happened to this contact right ?
How urgent is this - would it be okay if I investigate and get back by tomorrow on this ?
bala_83256: It's only happening to this contact, yes. Sure, tomorrow works
bala_83256: https://rocketlearning.glific.com/chat/6124192
<@1132952719586492478> - it has now occured for another contact. Here, if you see, the user selected a state, but in the webhook logs, we see that the string which got stored is his name for some reason, which resulted in a gibberish call to our api.
bala_83256: https://rocketlearning.glific.com/chat/6389572
Happening here too. <@1132952719586492478> it unfortunately seems to be urgent now.
sangeetamishra._91310: Let me take a look by one by one contact and share in sometime.
bala_83256: The pattern seems to be that we have a dynamic menu in ssv2_prod2, and whenever someone clicks the first option in the dynamic menu if there are 3 options, it seems to be going wrong from there. It doesn't seem to be happening when there are only 1 or 2 options.
bala_83256: Hey <@1132952719586492478> , were you and the team able to make progress with the investigation?
sangeetamishra._91310: <@1363861539408445612> - What is the 2nd webhook is doing in the flow it will help us to debug this faster.
cc <@929190799151865956>
Summary
Problem Statement
Dynamic menu options fail to register correctly for specific contacts, leading to unexpected flow behavior.
Expected
User interaction with dynamic menu options should properly save inputs and route to the correct flow based on the user's selection.
Actual
When a specific contact (ID: 2342903) clicks on menu options, the response does not register, and the flow defaults to previously set values. This issue has also been noted with at least one other contact.
Error Messages
Reproduction Steps
Additional Notes
Source
Original message
Hi, for contact id 2342903, whenever they click on a menu, it doesn't seem to be registering the input, and no matter what they press the flow doesn't seem to be saving it, and sends the default value we had set up. This particular contact also had a weird issue for a menu in another flow (for example, on 9th July at 4:16pm), where when they clicked a particular menu option, and instead of going down the flow for that option, it was going to another flow.
It seems to be happening only with this particular contact, and we aren't able to reproduce it for any of our numbers, and haven't seen it happening for any other contact. Please do check out this contact's chats and webhook logs, can give additional context on a call if it would be easier to explain.
Full thread transcript
bala_83256: Hi, for contact id 2342903, whenever they click on a menu, it doesn't seem to be registering the input, and no matter what they press the flow doesn't seem to be saving it, and sends the default value we had set up. This particular contact also had a weird issue for a menu in another flow (for example, on 9th July at 4:16pm), where when they clicked a particular menu option, and instead of going down the flow for that option, it was going to another flow.
It seems to be happening only with this particular contact, and we aren't able to reproduce it for any of our numbers, and haven't seen it happening for any other contact. Please do check out this contact's chats and webhook logs, can give additional context on a call if it would be easier to explain.
Glific AI doc bot (bot): Hi there! Thanks for flagging this—totally understand how confusing that must be.
I do not have sufficient info to answer this question. <@&1383715800632004648>, can you please chime in here? Meanwhile, could you share the exact flow name(s) and the menu node where this happens for contact 2342903?
A few quick checks while the team reviews:
Helpful references:
Glific AI doc bot (bot): Was this helpful in resolving your query? Or do you need further support?
sangeetamishra._91310: <@1363861539408445612> - I am checking the contact id 2342903 you shared above and the chats exchanges during date 9th July at time 4:16pm and will get to you by 10:30 AM.
sangeetamishra._91310: I have checked the chat history on 9th July at 4:16pm, you mean if the user clicks on the interactive message button कक्षा रिपोर्ट then the user should have gone to pull reports optin flow rather v2 Poshan Tracker ?
bala_83256: yep
bala_83256: Sorry, no, it should've gone to pull reports flow instead of going to the v2 categorisation flow.
bala_83256: if they had clicked the poshan tracker option it would've gone to additional sub-menu
sangeetamishra._91310: Did you start the flow for the user or it automatically went to the v2 Poshan Tracker. And as it happened on 9th July did we make changes the flow before ?
bala_83256: we hadn't. The user clicked on the menu button, and then got sent to the categorisation flow directly (after which it got categorised and sent to the poshan tracker flow). Plus, yesterday night too after a menu click it didn't seem to save the button text which was clicked
sangeetamishra._91310: Bala thanks for sharing this I will have to check the chat history again - as this has only happened to this contact right ?
How urgent is this - would it be okay if I investigate and get back by tomorrow on this ?
bala_83256: It's only happening to this contact, yes. Sure, tomorrow works
bala_83256: https://rocketlearning.glific.com/chat/6124192
<@1132952719586492478> - it has now occured for another contact. Here, if you see, the user selected a state, but in the webhook logs, we see that the string which got stored is his name for some reason, which resulted in a gibberish call to our api.
bala_83256: https://rocketlearning.glific.com/chat/6389572
Happening here too. <@1132952719586492478> it unfortunately seems to be urgent now.
sangeetamishra._91310: Let me take a look by one by one contact and share in sometime.
bala_83256: The pattern seems to be that we have a dynamic menu in ssv2_prod2, and whenever someone clicks the first option in the dynamic menu if there are 3 options, it seems to be going wrong from there. It doesn't seem to be happening when there are only 1 or 2 options.
bala_83256: Hey <@1132952719586492478> , were you and the team able to make progress with the investigation?
sangeetamishra._91310: <@1363861539408445612> - What is the 2nd webhook is doing in the flow it will help us to debug this faster.
cc <@929190799151865956>