I'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.
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.