productizing twilio applications

PRODUCTIZING TWILIO APPLICATIONS

Patrick McKenzie – Kalzumeus Software

My Business

Twilio Has The Power To Make You…

Sob softly at

3 AM in a cold, wet, dark room

How could I have avoided that? Process: Do not push new code to

production at 5 PM on Friday night. Process: Test on staging server first. Fail

the deploy if core features do not work as expected.

Tech: Switch to idempotent queues. Tech: How about we don’t call the same

person 50 times in five minutes? Tech: Activity spike 500x historical max

= Shut. Down. Everything.

TestingTwilio Apps

Testing Pitfalls With Twilio

Testing is dangerous Testing trivial changes often requires

manual work Your view code (Twiml) will frequently

blow up business logic Poor separation of concerns between

model, view, controller, Twilio libraries, and Twilio API. Many classes of bugs not exercised by automated testing

Treat All Guns As Loaded

What To Test

Business logic, business logic, business logic Scheduling calls / SMSes per business rules Call flow

Am I calling Twilio API the way Twilio expects? Twiml looks OK? Parameters for requests passed correctly?

Does stuff actually work?

Don’t Contact Twilio In Tests

Makes tests slow Potentially dangerous

Bought numbers in unit test. Twilio.revenue += 340

Hurts reproducability Instead, record and playback (VCR

gem, etc) Not Ruby? Use Twilio API explorer,

copy/paste response to mock.

Use localtunnel in development

Quicker than “FTP new version to site” Won’t break stuff for real customers

Staging Servers Are Required Staging = Production – Customers “Same” hardware, configurations, etc,

different Twilio numbers Ban the Internet (except Twilio) from

servers Strongly recommend no real data in

staging DB Staging servers good for automated

test calls

Staging Servers Protect Production

Prior to pushing to production, push to staging.

Run a script to automatically drive website and telephone, verifying that stuff actually works.

Fail deploy to production if anything goes wrong.

Adds ~5 minutes to a deploy, will save you outages, catastrophic blowups, and your sanity.

ModelingCalls

“How Do We Do A Call Tree?”

“How Do We Do A Call Tree?”

Case Statements Considered Harmful

Easy to introduce subtle bugs Very difficult to test

Requires manual testing (with a phone !?) Tightly couples business logic w/ Twilio

Hard to maintain Adding menu item => stuff breaks Change a number => stuff breaks Restructure flow => stuff breaks

A Better Way

You’ll Appreciate This Later

What To Use State Machines For?

Call flows Business logic testable (in model) Forces similar organization on model, view,

controller, and vocal assets SMS flows Necessity for contact in the first place

Avoid easiest catastrophic failure mode with Twilio

Specifics To Modeling Calls

Each call gets a DB/model object Model tracks call state Set state to “processing” prior to

initiating call (or at entrance to Twilio script for inbound)

Then, transition based on input, using each transition to: trigger side-effects (updating DB, etc) present user with view state (voice, etc)

AnsweringMachines

Twilio’s IfMachine = Continue Wait until call recipient says something

If they don’t say something, must be a machine.

If they do say something, maybe still a machine? Error rates ~20% in my limited experience

Problems With IfMachine=Continue

“I tried a test call to myself and it never started talking. I’m concerned my customers would hang up before my message plays.”

If you don’t pick up beep correctly, first several seconds of message does not get recorded.

“My customers hit 1 and nothing happens.”

Other Options (Not Answers) Give machines/humans the same message. Give machines/humans the same message,

but force a keypress (“1”) prior to talking. This coerces most answering machines/voicemails into starting recording, even early.

“This is an automated message from Your Company Here. Press 1 to hear your message.” <Gather> their input. If input, play human message. If none, play answering machine message.

Be Careful With Answering Machines

Hit 5 To Confirm

Your Appointme

nt

Be Careful With Answering Machines

MessageErased

This Is A Real Problem

We arethat

stupid.

This Is A Real Problem

Security

Check Your Application For… Application security issues Unintended information disclosure Catastrophic degradation during failure

conditions The 4Chan Rule

Outgoing Call Security

Educate users regarding proper use. This will require firing some of them.

Establish per-account, per-destination, and global rate caps. Review manually after triggers.

Have a global “Stop all outgoing calls” button.

Most Important Part of Data Security

This call could end up over the PA at Macy’s.

Incoming Call Security

Caller IDs can be spoofed. Do not gate important stuff on them.

“Thanks for calling our automated system. Put in your task code to continue.”

Task code: 4~6 digit random ID. Expires in 1 hour. If possible, flush codes if > 3 failures in a row.

Per-account call-in numbers when feasible. Increases security and cuts down on support costs.

Scaling

One Commodity Server Has… 6 hours per working day 3,600 seconds per hour ~25 requests per second ~3 requests per 2 minute phone call

180,000 calls/day

People Hate Numbers So…

Do you need

to call all of

Little Rock?

Why Rate Limit Then?

Control costs to your business and customer. Protect customer from crushing their offline

processes which are feeding to/from the phones. “Great that it scales. By the way, can we get an

off button? To turn off calls for a few hours?” “Why do you need an off button?”

“Our operators sometimes get called away from their desks, for meetings and whatnot.” “Certainly. How many operators do you have?”

“Two.”

Random Advice

Random Grabbag Of Advice

Never contact Twilio in request/response cycle. Queue requests, use worker process.

Fiverr.com for voice actresses. Find one you like, put her on retainer.

Record copious information about errors. Very hard to get individualized “What did your customer do to hear that unspecified ‘Something broke’ message?”

Fail closed: default to not making the call.

Thanks For Listening

http://www.kalzumeus.com patrick@kalzumeus.com I’m patio11 on Twitter or HN. I love talking about this. Feel free to get

in touch.