May 5, 2016
Facebook Messenger bot API was announced at F8 - time to hack on new APIs! Actually, the other interesting opportunity here is to discover a new kind of interaction pattern - via rich text messages instead of e.g. mobile web view.
There has been a lot of hype about bots, but there are several reasons to like the direction where things are going with the bot APIs. WeChat has had this for a while, and LINE allows direct programmatic bot access too - some real market examples of this working. Trend noise is happening, and as usual a portion of it is just noise; but some of the substance is awesome and is here to stay.
I belong in the grumpy techie camp, so the conversational/NLP/magical-Jarvis-AI elements of the chat-bot trend are just not connecting with me, intuitively. NLP is really hard to do: the tech is amazing but pretty hard to make consistently work. People don’t like uncertainty, and magical language-parsing AI is not certain to work 100%. Plus, do I have to be polite to it? What are the social interaction norms? UX is not yet fully settled.
As another aside, the savings of automating the human conversation layer may not be that high. E.g. pizza ordering apps do not necessarily save too much in cost: a typical Domino’s will have people working the phone while they are idle already, so automating parsing is not the first priority.
Anyway, the new ability to use Facebook Messenger’s Send/Receive API is great; richer interaction features + surrounding marketing push may create ground for lots of tiny ubiquitous UX interactions, like SMS apps did way back (and which Twilio continues to rock with). Another huge piece of value is the fact that the provided Messenger contact ID is trusted, which skips a possible need for login (OAuth popups suck). As the incisive Dan Grover article said, identity + eventual payment info is an enormous piece of meta-information to mix into the UX.
The core Facebook Messenger Send/Receive API is pretty trivial to get going with. Some of the setup has nothing to do with tech, but just Social-Media-101, like setting up FB pages.
FB pages are the Messenger contacts that are the bot “identity”. Then there is the concept of the FB app: an actual bridge to specific custom code. One app ID seems to be able to service many different page identities - so it works just like any other page plugin. Theoretically, a SaaS-y kind of offering could just have many page admins signing up to it and then provide multi-tenant service.
So the steps I went through were:
The official Messenger tutorial was a bit rough and definitely does not inspire good JS coding practices. But it was enough to get going. One thing that puzzled me is that I had to retry the Curl command a couple times because it did not seem to authorize the message send on first attempt.
A bit about the FB webhook setup:
Another weird confusing behaviour: FB infrastructure does not send the
X-Hub-Signature header with the first few webhook requests. So the proper code setup cannot safely validate FB as the originator! Luckily, it seems to just start sending it after 10-15 minutes, maybe a strange timeout?
Sending messages back to the user is just an HTTP request to the Graph API. Not related at all to the webhook infrastructure, and uses page token to authenticate. There is a limitation on unsolicited messages: I think they need to be sent within a limited time window of a user’s last outreach to the bot.
The cool feature that Facebook offers in that regard is the “Send to Messenger” button: it is a widget that a user can activate from a website/elsewhere that opens up that door for the bot to reach out first, without being denied as possible unsolicited spam. This is how apps can e.g. send a receipt via Messenger or any other activity that does not have the user messaging first. I did not actually try it, but it sounds very promising.
When testing with FB users other than oneself, they need to be added as testers so that they can see the development-mode artifacts. Both the FB page and the FB app each have their own tester lists to modify for this. FB pages have an “Analyst” role that is fairly low-impact but still can see the page in unpublished mode. So that is the first spot to add people to. Second spot is the FB app: test users can be added under the “Roles” section.
So, the basic hello-world bot setup is just that. I am skipping the boring boilerplate about running this stuff on Heroku, etc.
The really interesting findings so far were, of course, beyond the simple bot scaffolding setup: solving for actual real world chat-based UX and watching some initial non-techie users interact with my quick hacks thus far. Which deserves a separate write-up.
May 5, 2016