One WhatsApp + Multiple Profiles = Greater Impact!
Well, the equation seems simple and makes more sense as we go deeper into the impact of a chatbot and its reach to beneficiaries. Especially for NGOs working in sectors where mobile device availability is not common and thus the same device is shared among beneficiaries. How most chatbots work is that one phone number is treated as one individual contact. So when multiple users like two children in the same household try to use the chatbot, the NGO doesn’t know which individual is interacting with the bot and when. Thus tracking and consolidating the information shared with the bot becomes difficult on an individual person level.
This is a similar problem we came across through our discussion with NGOs who have been using Glific to have two-way communication with their beneficiaries. Through our discussion with The Apprentice Project (TAP), Key Education Foundation (KEF), and Antarang Foundation, we build our understanding of their use case and how we can incorporate functionality to handle multiple profiles in Glific. As in Layman’s terms message is sent from the organization’s number to the beneficiaries’ number in WhatsApp thus the ability to handle the profile must be added from Glific’s side.
Use case Scenario
Before we began development work, we started with a common use case for multiple profiles feature in mind where NGO targets to complete the daily activity for each profile. It involved five steps:
In addition to the above scenario, two things we wanted to keep in check
There were several core level changes that required more information at different levels, such as handling and maintaining profiles, unifying information at the profile level, and ensuring a smooth swapping of profile level information when switching profiles. One of the most significant changes was at the contact level, where before all information was saved in a single contact, but now each contact will have numerous profiles, and information gathered is relevant to only the current or active profile. Consequently, each contact will appear as
We added a new node called Manage profile with two choices to the flow level. Switch Profile allows you to change between profiles, while Create Profile creates a new profile for contact.
Create Profile: Create profile node fits perfectly with the registration flow where an NGO can add an additional node of the Manage Profile with Create Profile option chosen and once the profile is created successfully update all the information. Anytime a new profile is created, it is set as the active profile for the contact and the information will then be saved on the profile level. Thus at a point, one contact can have multiple profiles but will have only one active profile where current information is saved
Switch Profile: Switching profile will be a two-step process:
As we have completed the first phase in development for incorporating multiple profiles in Glific, currently the feature is in the testing phase and we will keep on refining the feature as we move along.
We had a demo session where we invited The Apprentice Project (TAP), Key Education Foundation (KEF), and Antarang Foundation for their early thoughts and the next areas they would like us to be focusing on.
Check out here what they shared.
The areas we will be focusing on after hearing from them will be from the analytics perspective like:
Over the next few weeks, we will be working on this feature to refine it further for wider reach and greater impact!