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Customer Service Agents Can See What You're Typing in Real Time
- Alupis 8y agoI always suspected this. Particularly when you're typing something long-winded, and the agent's response is a bit too quick for having to read it all. Although, this will certainly depend on the Chat software used. Back when we used Olark at our company, there was no preview available, although we could "co-browse" and redirect the user's webpage, which was helpful in some cases.
- bcx 8y agoWe (Olark) specifically decided not to implement the "read-ahead" or "sneak-peak" feature because we thought it was creepy and broke customer expectations. When you are typing a message to customer service as a customer you should have a chance to compose your thoughts, and should have an expectation of privacy in whatever you are writing before hitting enter.
- Alupis 8y agoI like that a lot. It is creepy, imho. There's been more than a few times where I was up late, on a chat support, and quite upset about something or other... and decided to re-write my message before hitting the "Send" button. Composing your thoughts is valuable...
- viraptor 8y agoAlso when you talk to tech support and copy some data from your system. I would normally paste the original line and replace the sensitive information before sending. I know it's possible to send all updates, but actually doing it is breaking lots of expectations.
- laumars 8y agoI'm actually ok with this. It's a good way of getting more reliable subtext about a persons emotion. You'd gather that from someone stumbling their way through a real time voice conversation on the phone or in person - as well as the nuances in vocal tones and body language - but all that is lost in a text only interface. So this at least gives you an idea. eg are they ranting then delete it for a more composed message? That might signal that the person is really pissed off but actually open to working with the agent for a mutual resolution. The point another poster made about secrets is a valid one but I'd argue that the kind of secrets you're likely to be pasting are the same ones the support operator would have access to anyway (payment details, address, order details, etc). But if you're really worried, other HN posters said it best when they commented about typing in a desktop text editor then paste your text into the chat window.
- lolc 8y agoIt's ok if both parties know what's going on. If visitors are left with the expectation that a message becomes visible on the other end when they send it then it is not ok at all.
- geoid 8y agoAgree. Both parties should be able to see the other typing, or neither should. I feel deceived and foolish that I never knew about this. It's creepy like a one-way mirror.
- laumars 8y agoPeople give off all kinds of messages they don’t realise; from facial expressions and other forms of body language to the tone and volume of their speech. We are forever communicating far more information then we ever intend to and people who deal with customers are trained how to read those tells so they can better handle customers temperament as well as their spoken requirements. You lose so much with typed text which makes good customer services a lot harder. Thus as long as any pre-posted text isn’t stored anywhere (I fully expect posted chat logs would) then I don’t see an issue with support operators using real time text as a glimpse into the customers mood. [edit] To the people who voted me down: I get that you disagree with me but I have been on courses regarding just this (which is weird because I couldn't be in a less customer facing job....) so what I'm talking about here isn't just some random junk I've invented off the cuff. It's what I was taught how customer services (the good ones anyway) work.
- dwyerm 8y agoI greatly appreciate that. I'm disappointed that I probably can't incentivize other companies to follow your lead. There's little visibility or choice to the end-user as to which chat system they want to use, and I suspect most of your customers don't care that much either way, so it isn't a differentiating factor. But I appreciate it. Thank you.
- bscanlan 8y agoI work for Intercom, and we also did not implement these features for the same reasons.
- chrischen 8y agoJust to add a counterpoint, I handle a lot of customer service and the service provider I use happens to have this feature by default, and it drastically helps me to respond faster to customers. To date I haven't had anyone consider this an issue (even when I've accidentally sent a response before they even sent their message! - they just end up deleting their text and saying "thank you")
- albertshin 8y agoReminds me of a similar debate my friends had when Google Wave first came out.
- markovbot 8y agoBut Google Wave was up front about it, and both parties can see what each other is typing.
- r00fus 8y agoNot only that, but "talk" on Unix had that for 20+years before that.
- BenjiWiebe 8y agoUnix/Linux talk/ntalk is my favorite method of textual communications. Too bad I can only use it with a few of my friends, and only occasionally at that. We can communicate far more quickly if both can see the other's questions/answers even before they are fully typed out.
- mooman219 8y agoAt work, the assumption is that every non-corp web site has a key logger built in. A corp extension monitors (key logs) all input on non-corp sites, checking if any credentials are accidentally typed. If they are, you're notified immediately on the last key press and have to change your credentials within 7 days of the incident. I think this is a reasonable idea for security, and helps prevent some phishing schemes.
- jstanley 8y ago> At work, the assumption is that every non-corp web site has a key logger built in. A corp extension monitors (key logs) all input on non-corp sites Sounds like that assumption is well-founded!
- deleted 8y ago[deleted]
- jrockway 8y agoSaid extension is basically this: https://chrome.google.com/webstore/detail/password-alert/noondiphcddnnabmjcihcjfbhfklnnep?hl=en https://chrome.google.com/webstore/detail/password-alert/noo...
- craftyguy 8y ago> checking if any credentials are accidentally typed. Doesn't that require maintaining a database of all credentials?
- CreepGin 8y agoIt's like rehearsing in front of a mirror, then finding out it's a one-way mirror and there were other people behind the mirror watching you the entire time.
- jbeales 8y agoI wonder if they can see if I've gone off to some other tab to wait while they take their time getting me an answer.
- megous 8y agoWebsites have access to that inforation (document.visibilityState). So I wouldn't be surpirsed.
- ve55 8y agoThis shouldn't be a surprise to anyone who allows their browser to run all the Javascript that companies want it to (of course, assuming they have a decent understanding of the web to begin with, which is a huge limiting factor). Reading what you type in real time isn't even as invasive as most companies go, when they commonly track your cursor movements, the size of your window, what extensions you have, make attempts at getting browser history, and so on. And that's with just JS enabled, not counting access to devices like microphones and webcams. If you care about this you should be using an addon to (at the very least) limit js execution.
- AnaniasAnanas 8y agoEven with JS disabled you can still get a lot of these via CSS. Sadly none of these technologies were designed with privacy in mind.
- peterwwillis 8y agoBrowsers are designed for websites to control the user experience, so it's little wonder when there are privacy or security issues
- robin_reala 8y agoNo? There are a couple of CSS privacy leaks, but the vast majority of privacy leaks are through JS.
- AnaniasAnanas 8y agoNot sure what you are saying no to. I did not say anything that contradicts your statement.
- craftyguy 8y ago> Even with JS disabled you can still get a lot of these via CSS.
- sbuttgereit 8y agoI'm confused why this is news or surprising? At least for the audience here. I remember plugins for various IM clients would do the same thing in a chat window some decades ago. And I remember my days as a sysop in the good old single line dial up BBS days. You could watch users browse and type all the way back in the mid-80's and I'm sure this has existed about as long as multi-user computers have. If you're typing into an application which is any part of a networked or multi-user system, assume someone can see what you do while you're doing it (and can log same for later review). ...maybe I'm just old and don't understand the kids these days... or maybe it's a slow news day...
- anthk 8y agoYou meant Pidgin's modes? It has methods to guess when a user was typing, but not the content.
- sbuttgereit 8y agoThought it was Pidgin, but might have been ICQ... it was a long, long time ago that I used any of these... can't remember specifically; maybe even MSN via Pidgin. Seems like it would have been more a function of the protocol that you were using than the client/plugin specifically (naturally that had to support it, too, but the more fundamental would have been the protocol.)
- slobotron 8y agoDefinitely at the very least ICQ had it - remember freaking out friends by replying to their questions before they even clicked send. This was late 90s...
- j79 8y agoI'm a bit older and also remember this as well. I would watch in real time when my friends would type something out, or call out their mistakes in typing. I believe you're right about it being ICQ.
- coupdejarnac 8y ago
- ct0 8y agoThis is nothing new. When i worked for a shady video game repair company in the early 2000's, the (male) boss would play 3 (female) customer service roles and know exactly what they were typing even back in the early days before facebook.
- baroffoos 8y agoI think customer support people who have foreign names get their names changed to more local sounding names while doing support because it makes customers feel better.
- ct0 8y agoThis employer was in the US talking to people in the US. He found that men are more likely to spend money/easier to work with when the customer service rep has a female name.
- braddeicide 8y agoI've stood behind a support guy and watched it, it can be hilarious when you see someone type out a horrible rant, then delete it and send thanks.
- nerdbaggy 8y agoWhen doing support over chat it is nice to see ahead of time what they are saying to allow for a faster response.
- lucb1e 8y agoWould be cool if one could be informed about it, though. Imagine if on the phone, you would have to hold down a button to talk. At the end of the recording, you're given the change to edit any mumblings, rephrase things, or start all over. If it later turned out that the other end can hear every word, that is probably surprising to the vast majority of people.
- powercf 8y agoI don't have any problem with this. It highlights a lack of user education, if they expect their typed input to a website to be private. It reminds me of the "talk" (and ytalk, ntalk) programs, where all parties can see in real-time what the others are typing. It's a cool technology that, unfortunately, is not used on the web.
- lolc 8y ago> It highlights a lack of user education Education in what? That they shouldn't trust companies because they eavesdrop on them? Please don't blame deceitful practices on the victims. > if they expect their typed input to a website to be private. Most chat apps work that way. Others only see what you typed once you send it. Just because the now obscure `talk` worked differently is no excuse. The deception starts where the agents' responses are not relayed as they type! I don't see how you could explain this asymmetry in innocent terms. It clearly benefits the shop without them being open about it.
- powercf 8y ago> Education in what? Education in how the web works. That typing something into a text field, or moving the mouse, or any interactions with a website can be read on the other side. Many users expect this behaviour when they use, for example, Google search or Google Translate. If users expect their text to be private in one context, but shared in another, then there is clearly a lack of understanding of how the web works. > Please don't blame deceitful practices on the victims. I didn't blame anyone for anything. It's not a priori deceitful. Presumably some of the motivation is to enable faster responses to client queries.
- lolc 8y agoJust because something's technically feasible does not mean we should expect it's being done by a shop we're doing business with! Apparently we don't have the same standards as to what constitutes deceit. To me it's enough when the chat is asymmetric in that the agent's typing is not visible until they send it but the visitor's is relayed immediately to the agent. If visitors could watch the agents type they would understand that their typing is visible on the other end. > Presumably some of the motivation is to enable faster responses to client queries. Sure. Then why not offer the same privilege to the client? If it's so beneficial?
- umvi 8y agoI sometimes assume this is true and use it to my advantage by typing up a scathing rebuke venting frustration, only to delete and type a respectful query. I don't know for sure, but sometimes I get goodies in the form of gift cards and such and I don't know if this is an effort to placate me or not.
- itronitron 8y agoYou could also paste in an ebook and then delete it a few seconds later...
- leowoo91 8y agoFacebook can see too.
- sp821543 8y agoWhat an amazing opportunity for trolling support staff :)
- AnimalMuppet 8y agoIt is. But... you're actually going to want help from them, so trolling them might not be in your best interest. A related maxim: "Never be rude to an airline gate agent."
- makr17 8y agoA related related maxim: "Someone who is nice to you but rude to the waiter is not a nice person."
- chrischen 8y agoOr any support person for that matter. What baffles me is people who think having a terrible attitude can get them what they want. The support person either has lee-way or not, and if they do, they probably will be less likely to help you if you're an asshole.
- AznHisoka 8y agoGreat. Can they also read what I wrote and submitted before I reached #1 in the queue? So they don’t waste my time asking for my name, how am I, what I want, etc. I already outlined it all in the message!
- boxcardavin 8y agoI use this to send messages to the agent that won't be recorded in the transcript because I delete it after typing it. Not sure if it has gotten me better results from the agents but it's fun to do.
- copperx 8y agoBecause I'm a fast typist, I sometimes swear at people and then delete what I have typed as a cathartic exercise if they're being annoying. I've done it since I was a teenager. It's like second nature, probably because I do it in my head too. It's unsettling to know that a customer service agent would see that and think I'm being impolite.
- dpkonofa 8y agoI wish that it was more prevalent for people to just assume and know that any website, regardless of whether or not it has a chat function, has the ability to record what you're saying (read: typing). Everyone out there should act like everything they type into their web browser has the potential to be seen by, at the very least, the website they're typing it on and, at worst, by everyone online. If you really need the kind of security or peace of mind that this situation is not suitable for, type everything into a text editor and paste it into the website when you're ready to send it. Otherwise, you can't ever have any expectation of privacy on the web.
- Cacti 8y agoIf the site is using SSL, there is a reasonable expectation that only the server will see that data, not the entire world.
- clusmore 8y agoNot really, because the site probably stores the data and the site could be breached, or they could sell (access to) the data. Edit: In the worst-case, as per the GP's point.
- sgarman 8y agoDepends if that server is storing every conversation in a non password protected mongo database. I'm going to stick with expecting the entire world is going to see it until security and privacy is valued much greater then currently.
- jgroszko 8y agoDepends on what analytics and ad tracking are also running on that site
- jacurtis 8y agoWell you aren't wrong. I mean technically speaking if there is an SSL certificate, than in fact you are directly connected to the server and no one is in between. The difference is that if I own the server, I can see your information even though it was a direct server connection. You directly fed the information to me. That is what is happening in these scenerios.
- socrates1998 8y agoMakes sense. I didn't really think about it before, so I imagine that a few of them were surprised at my language. I have tendency to type if I pissed off then either delete it or amend it before sending/posting.
- m-p-3 8y agoLooks like I'll be typing in a text app from now on and copy-paste my replies as I go.
- intopieces 8y agoWhy? Isn't this a good feature? It means the person can be prepared for your question or comment ahead of time.
- mahgnous 8y agoCouple of the phone systems I've used in call centers when you put someone on hold, they'd hear the hold music but we could still hear what was going on.
- rhizome 8y agoAs I post this, every comment is "Derp if you're surprised, I mean this is how every site is. GOSH." However, you sure don't see this in the e.g. Munchery shutdown story. "90% (or whatever) of all startups fail, big whoop. Everybody with a decent understanding of business knows this."
- somebodythere 8y agoIt's not even true. This behaviour is not obvious at all. No consumer messaging application allows you to see what the other person is typing before they have sent it.
- copperx 8y agoICQ does.
- chrischen 8y agoThis is quite different from a consumer messaging application. It's a website's customer support chat.
- somebodythere 8y agoBut the people using it would be consumers, and they would be familiar with the way consumer messaging applications work. So it would not be obvious to most people that the person on the other end can see what they're writing.
- Jerry2 8y agoAnother thing people don't realize is that if your browser/extension prefills/autofills certain fields (say, name, email, address, etc), those things can be easily sent to the website even if you don't press the submit button. https://www.theguardian.com/technology/2017/jan/10/browser-autofill-used-to-steal-personal-details-in-new-phising-attack-chrome-safari https://www.theguardian.com/technology/2017/jan/10/browser-a...
- Veen 8y agoYeah, that’s why Safari no longer autofills until you tell it to.
- baroffoos 8y agoFirefox does it for passwords if you pick to save your password but other fields I just have to double click the field and it drops down with a list of things I have put in it before.
- btrettel 8y agoIs there a way to change Firefox's behavior for passwords so that I need to click to fill them in? I couldn't find anything in a quick Google search.
- abugheratwork 8y agoPassword should be saved per-site. Like, I think they actually are.
- btrettel 8y agoYou're right, that mitigates most of the risk. Firefox seems to save passwords per domain name. This may not be specific enough in certain cases. E.g., if I have a password on domain.com, but domain.com offers web hosting at domain.com/username, then my understanding is it would be relatively easy to obtain my credentials for domain.com with the right phishing site at domain.com/username. Correct me if I'm wrong.
- mosselman 8y ago> during those calls where you are reassured of “being recorded for quality assurance purposes,” your conversation while on hold is recorded. I worked at a call center for a month or two one summer and when you'd put someone on hold you'd still hear them. I was only talking to network mechanics (ISP internal call center), but I am sure that the customer call center worked in the same way. I, after this experience, always assume someone can hear me. Update: "I, after this experience, always assume someone can hear me." when I am on the phone with customer services, not in general. Although in today's technological world it would not be that much of a stretch.
- nneonneo 8y agoOn a recent customer service call, I bid the agent goodbye but did not hang up (deliberately - I wanted to see if they would terminate the call). The rep held the call open for a good 2-3 minutes even though there was nothing from my end except some typing. I’m fairly sure I heard some small sounds from their end so they didn’t just switch to another line. I’m not usually paranoid - but moments like this remind me to hit the Mute button whenever I’m not directly conversing with an agent. You just never know what they’ll pick up.
- vardump 8y ago> I’m fairly sure I heard some small sounds from their end so they didn’t just switch to another line. Ever heard a concept of comfort noise [0]? Maybe some call center software can add something analogous when necessary. Like noises you'd expect in a call center. [0]: https://en.wikipedia.org/wiki/Comfort_noise https://en.wikipedia.org/wiki/Comfort_noise
- Salesdude 8y agoOr maybe the agent didn't want to take the next call in his queue and wanted to relax a bit.
- tombert 8y agoI can finally think of a practical reason to tell people to install Vim Anywhere! https://github.com/cknadler/vim-anywhere https://github.com/cknadler/vim-anywhere I don't actually use that plugin but I have gotten the Vim keystrokes so ingrained in my brain that I've gotten in the habit of having a terminal open whenever I need to type into web forms...Now I finally have an excuse to not feel silly doing it.
- modernerd 8y agoIt's very rare for a live chat employee to handle only one request. Look at how popular chat apps present multiple requests within the same UI and imagine dealing with these without live streamed text: HappyFox: https://zapier.cachefly.net/storage/photos/3fe2e4f896499b1314b7515403571b90.png https://zapier.cachefly.net/storage/photos/3fe2e4f896499b131... Olark: https://zapier.cachefly.net/storage/photos/d53ec47e6affe26a5cde85f83cd0bc91.png https://zapier.cachefly.net/storage/photos/d53ec47e6affe26a5... LiveChat: https://zapier.cachefly.net/storage/photos/26c01334ea73356357fee132a49ca469.png https://zapier.cachefly.net/storage/photos/26c01334ea7335635... Denying support techs the extra 10-30 seconds that live streaming your typed words buys them for privacy reasons seems strange to me. Your typed words are no more an indication of your deepest private thoughts than a phone support session full of ums and errs and “oh, actually I meant…”.
- baroffoos 8y agoI think its perfectly fine for them to see it live but users should be aware of it. The current behavior that everyone knows is the other end doesn't see what you type until you send it.
- modernerd 8y agoI think this would only slow chat sessions down. If you make me feel self-conscious about what I'm typing, I'm going to consider each word rather than type then correct/revise and send.
- bayindirh 8y agoOn the contrary, it won’t change anything for me, because I always form the whole sentence in my mind before writing into a chat or text box (like this comment). So, it seems there are different types of writers. That’s a small moment of enlightenment for me. :)
- baroffoos 8y agoProbably doesn't matter that much. I expect the feature is more useful on grandma speed 1 word per minute typing.
- MatekCopatek 8y agoAnother thing to add to my list of things that creep me out right after typing notifications I can't opt out of and Facebook supposedly storing unsent posts. Maybe a simple blocker for this could be the next must-have extension/browser functionality. Something that doesn't send your input events until you press shift+enter.
- mvexel 8y agoPerhaps it's time for more granular Javascript blocking. Since forever it's been 'Enable Javascript yes / no'. This makes no real world sense to me anymore (if it ever did). Could there be an end-user friendly way to tell a browser to block Javascript that transmits your 'pre-submit' activity on a web site without breaking the site?
- air7 8y agoNo (imo). It'll be impossible to tell that apart from legitimate usage. JS can access the input fields, garble them, and send to the server. How would you tell that apart from say, a ticker request to update real-time prices?
- munk-a 8y agoI agree, with current technology it seems pretty impossible to differentiate. But I do think there is hope in the field of whitelisting, things that people commonly use JS for should be slowly added to the list of native features, as long as this process has oversight we could start having more responsive sites with less JS requirements.
- mdevere 8y agoThis is not a problem
- lucb1e 8y agoThat's not a very insightful comment.
- mrspeaker 8y agoIn 2005 during the birth of "ajax" I got paid ($100 or something: it was great when I was a youngster!) to write an article warning of the spooky dangers of xmlhttprequest - keylogging everything you type. http://www.devx.com/webdev/Article/28861 http://www.devx.com/webdev/Article/28861 There was a demo (dead now - I'll fix it) that was a text adventure, that keylogged. And it was interesting to see typos and changes of wording. It did provide some insight that wasn't always apparent in the final submitted text commands. Even though in 2005 it was known you could do this (long before ajax), still today I'm a little taken-aback about being keylogged on a random website: despite having written a bloody article about it 15 years ago!
- lunaru 8y agoBefore rolling out this exact feature in our own chat product we resisted doing so because of the concerns being echoed here. However, it was becoming obvious from the demands from our users that this was make-or-break feature in a modern chat system. After rolling it out and enjoying this for ourselves as we handle our own customer support using our own software, it's become a "why didn't we do this earlier?" type of thing. Overall, there's already a ton of asymmetry of information when a customer contacts a support team (e.g. our product pulls in order history, subscription details, stripe transactions, etc) that streaming a text preview is really just a drop in the bucket, and it's actually a win-win for both sides since it leads to faster answers. Also keep in mind that any questions you ask may be used to feed machine-learning systems, like chatbots, which is true for our product as well. Just something to be aware of, that I think is a fair tradeoff for better customer experiences long-term. Disclaimer: I'm the founder of https://reamaze.com https://reamaze.com
- purple_ducks 8y ago> "why didn't we do this earlier?" Because it's invasive. The user consents to sending you information when they hit Send(explicit). They can remove any incorrect or unrelated information from the text box before they do so. Especially if they paste in to the text box and inadvertently paste the wrong thing(be that sensitive info or similar).
- chrischen 8y agoI use a chat service that has this feature on by default (for real-time chat customer support, not for general messaging), and never in the history of its usage has a person complained about it. For every 10,000 people that may not have an issue with it, 1 may have an issue about it, and with these numbers it's really up to that 1 person to guard their privacy better (disable JS, never step outside their house, etc) than to inconvenience 9,999 other people from the benefits. The experience is all in the context, and since this is only general behavior for customer service chats (where you're expected to send everything you type and the other end is simply trying to help resolve an issue), it's not really a realistic issue in terms of privacy. I agree that if facebook messenger started doing this and showed the other person what you are typing, this would be unexpected and potentially unwanted behavior, but the likelihood of unwanted behavior in a customer support context is extremely rare.
- colemickens 8y agoHas anyone had any chat-based experience that anything more than a complete waste of time recently? (Amazon being the usual, consistent exception.) I contact support when something is broken. There is a critical bug, or there is something down, or there is a physical defect. Every single time, it's just me getting jerked around, often times for an hour or more. Just in the last week: an hour with Google Support with them insisting that I factory reset my phone for a hardware failure (hours of work to re-setup), or my ISP insisting that the "limits are set in the lines" and that a technician would have to come out to inspect their own modem so that they can determine why I'm being throttled to 10% of my paid speed, rather than 90% which is what I'm apparently entitled to. I hate that I have to get pushy/mean and insist that, Google, either send me a replacement or start processing a refund. I have no idea what to do with my ISP, they seem incompetent at every layer that I have any way to contact and they have a non-compete negotiated with their competition so I have no other options; their technician based had nothing to suggest and agreed with my conclusions. I have also never had a chat experience where I didn't feel like I had to very carefully word my sentences to make myself understood, or where I wasn't waiting an exorbinant amount of time for the other side to read/reply. I can't fathom how peek-ahead would help any of these custom service experiences.
- LawnboyMax 8y agoI didn't know this for sure, but assumed that agents can see me typing for the sake of better response time. I usually type my questions in a text editor first and then paste it into a service agent chat when I am sure that it is exactly what I want them to see.
- pwman 8y agoThis has been the case since at least 2003... The agents also see you page history, search terms, can cobrowse with you to show you things. Anything to make them quicker and more effective is implemented.
- weaksauce 8y agoI wonder if this runs afoul of the GDPR in some way?
- lucio 8y agoICQ did that. It changes the experience significatively
- qwerty456127 8y agoIs there a browser extension that lets you forbid websites to intercept your keyboard and mouse keystrokes without disabling JavaScript completely?
- copperx 8y agoWouldn't pausing and resuming JavaScript have the same effect?
- qwerty456127 8y agoMany websites don't work or work quirky without JavaScript. I used to have JavaScript blocked by default and enabled on demand (using NoScript) but this felt fairly annoying. At the same time I'd estimate the number of websites that I want to capture my keystrokes or mouse right clicks as one in a thousand or near that (some games I play for some minutes a couple of times a year perhaps).
- aynawn 8y agoFor privacy minded people, is there an extension that detects textarea's and input boxes and overlays them with new ones and once you hit send that's when it inserts them into the real html inputs preventing this sneak peak? Or perhaps simply the xhr requests could be blocked.
- satuenpoo 8y agoFiled in the "no shit" category. The general public is at least 20 years behind in understanding of what the tech does. And the general public is about 100+ years behind in understanding of physics
- Chris_Chambers 8y agoSo can Google in the search box on their website and the URL field in Chrome. So can Twitter and Facebook in their status update box and comment fields. So can Apple and Microsoft if they ever decide to hide a keylogger in their own OS for some specious reason without explicitly telling you.
- August-Garcia 8y agoDepends on what live chat software they're using. Zendesk (one of the most commonly used live chat tools) doesn't show what users are typing in real time.