Track SMS conversations better

[smarziano]

Recently we had an experience with a tester who signed up via the website form, but then she tried to sign up via text message. She started to sign-up via text message but stopped and did not complete the text message sign-up. She then came back the next day and tried to complete it but at this point Twilio cookies had reset.

Here is an example of the interaction:

• Tester texts "Hello"
• Tester receives text message: "Thanks for joining CUTGroup! We'll ask 10 quick questions to finish your signup. Once completed, we'll send your $5 gift card! To begin, what's your first name?"
• Tester does not respond until the next day but says "Janice"
• Since Twilio uses cookies at this point the SMS conversation history was lost and tester received text saying that we did not understand her response and to try again
• Tester then tries to converse with us saying "You asked what my first name. I replied 'Janice.'" multiple times before emailing us.

A couple of things here to think about:

• Being better about duplicate person entries (Does not check if there is an existing Person before creating a new one. #78)
• Adding a way for a person to text back (Add in-person intervention for SMS sign-up/notifications #101) and be more helpful
• Reminding testers to complete their sign-up (Send automatic message when tester does not complete form after give amount of time #109)

We also need a better understanding of how Twilio cookies work and have a better way to capture back and forth conversations happening with our testers via SMS.