Implementing a New Diagnostic Tool for Slack Notifications

Transcript

1. Implementing a New Diagnostic Tool for Slack Notifications
2. I’m Kaya.
3. About me
4. Where work happens
5. Agenda • Notifications pitfalls • Idea behind creating the diagnostic tool • What does the tool do? • Building the tool • Takeaways
6. • Notifications pitfalls • Idea behind creating the diagnostic tool • What does the tool do? • Building the tool • Takeaways Agenda
7. How notifications work https://developer.apple.com/library/content/documentation/NetworkingInternet/Conceptual/RemoteNotificationsPG/APNSOverview.html#//apple_ref/doc/uid/TP40008194-CH8-SW1
8. Notifications are hard.
9. • Notifications pitfalls • Idea behind creating the diagnostic tool • What does the tool do? • Building the tool • Takeaways Agenda
10. What could stop a user from receiving a notification?
11. What could stop a user from receiving a notification? Slack notification preferences System notification settings Invalid or old push token Bad network connection
12. Do users know why they are not getting their notifications?
13. So what happens next?
14. This is not fine.
15. Diagnostic tool to the rescue! Andy Timmons, Backend Eng Andy read 6 weeks worth of Zendesk tickets for notification issues and classified them all! The research helped us pinpoint a solution: a diagnostic tool focused on in-product education and token refreshing.
16. How does in-product education help? We our customer support team. By making our product easier to use and issues easier to self-diagnose & fix, it helps our CE team and our customers.
17. • Notifications pitfalls • Idea behind creating the diagnostic tool • What does the tool do? • Building the tool • Takeaways Agenda
18. The diagnostic tool
19. • Notifications pitfalls • Idea behind creating the diagnostic tool • What does the tool do? • Building the tool • Takeaways Agenda
20. Building the tool Swift enums + Reactive programming + UIKit = Modern diagnostic tool
21. Swift enums Apple documentation: “An enumeration defines a common type for a group of related values and enables you to work with those values in a type-safe way within your code.”
22. Reactive programming Reactive programming is programming with asynchronous data streams. A stream (an observable) is a sequence of events which a subscriber listens to.
23. Building the tool public enum SLKNotificationDiagnosticState { case notStarted case running case success case failed } let slackNotificationStateObservable = Observable<SLKNotificationDiagnosticState>(.notStarted) let deviceSettingsStateObservable = Observable<SLKNotificationDiagnosticState>(.notStarted) let tokenStateObservable = Observable<SLKNotificationDiagnosticState>(.notStarted) let testStateObservable = Observable<SLKNotificationDiagnosticState>(.notStarted)
24. Slack settings
25. Slack custom notification settings
26. Slack settings test private func performSlackSettingsCheck() { } guard let dependencies = self.dependencies, let team = self.team else { return } let isDND = team.isDND || team.isSnoozed let isSlackNotifsOff = dependencies.notificationPrefs.notificationSetting == .nothing slackNotificationStateObservable.value = isDND || isSlackNotifsOff ? .failed : .success guard let dependencies = self.dependencies, let team = self.team else { return } let isDND = team.isDND || team.isSnoozed let isSlackNotifsOff = dependencies.notificationPrefs.notificationSetting == .nothing slackNotificationStateObservable.value = isDND || isSlackNotifsOff ? .failed : .success
27. Slack setting test result
28. Device settings
29. Device settings test private func performDeviceSettingsCheck() { } let center = UNUserNotificationCenter.current() self.isAlertOffObservable.value = settings.alertSetting == .disabled self.isBadgeOffObservable.value = settings.badgeSetting == .disabled self.isSoundOffObservable.value = settings.soundSetting == .disabled self.deviceSettingsStateObservable.value = self.isAlertOffObservable.value || self.isBadgeOffObservable.value || self.isSoundOffObservable.value ? .failed : .success center.getNotificationSettings { (settings) in } let center = UNUserNotificationCenter.current() center.getNotificationSettings { (settings) in } self.isAlertOffObservable.value = settings.alertSetting == .disabled self.isBadgeOffObservable.value = settings.badgeSetting == .disabled self.isSoundOffObservable.value = settings.soundSetting == .disabled self.deviceSettingsStateObservable.value = self.isAlertOffObservable.value || self.isBadgeOffObservable.value || self.isSoundOffObservable.value ? .failed : .success
30. Device settings test result
31. Token registration
32. Push token refreshing UIApplication.shared.registerForRemoteNotifications() application(_ application: UIApplication, didRegisterForRemoteNotificationsWithDeviceToken deviceToken: Data) application(_ application: UIApplication, didFailToRegisterForRemoteNotificationsWithError error: Error) NSNotificationCenter Success! Failed!
33. Test notification
34. Sending a test notification ➔ Only call endpoint if alerts are ON at system level for Slack ➔ Call test notification API endpoint ➔ Wait to receive notification from server from the backend in app delegate ➔ Check in handleForegroundPushWithNotificationPayload and format test notification ➔ If never receive notification from server, test failed
35. Overview
36. Takeaways ➔ If your app has a lot of custom settings ➔ Introduced complexity with dealing with third party services ➔ If your customer support team needs more automation or in product education to reduce repetitive issues When can a diagnostic tool be useful? Resources https://goo.gl/iWvGLo
37. Thank you! @kthomas901 kayathomas.info