← Notes

The notice was right and the experience was bad anyway

The visitor was told the conversation would continue with an agent once one was present, went on through the defined flow, and the experience was not good because the data had already been sent.

The visitor received a notice that the conversation would continue with an agent in the chat as soon as one was present. Even so, as defined, it went on asking for the service data from the predefined flow.

Unfortunately the experience was not good, because the data had already been sent.

What strikes me is that each piece, on its own, did what it should. The notice was honest. Continuing the collection was a deliberate choice, and a good one. The flow executed what was defined. Their sum was bad — and that is different from an error you can point at in a single piece.