We looked at this more like instant search results (similar to what most search engines do already) where the server updates the results as the user types into the query box. The human operator does increase the privacy questions, though, but this wouldn't be any different from accidentally pasting something sensitive into the Google search input.

Also, we do not log Typeview information.

The difference is that search-as-you-type is immediately obvious that it's occurring. Unless there is an obvious user cue that their typing is being sent immediately across the network, I'd consider this more scary than helpful.

Thanks for the suggestion - we'll include an indicator telling you when this happens, with an opt-out enabling you to prevent it from happening.

EDIT: "You" = any visitor to a site enabled with Hipmob.

It should be opt in by default.

Also, search-as-you-type data is probably discarded immediately, not recorded for a human to review later.

Tom, thanks for the comment: we've disabled Typeview while we work on the privacy and user experience. We clearly didn't think that through as well as we should have. As it turns out Google search-as-you-type is actually retained for 2 weeks in full, and then whittled down after that. https://support.google.com/chrome/answer/180655?hl=en. Google probably doesn't have human review of the data though: the machines are much better for that at their scale.

There is a contextual difference beyond just UI cues too. Making a user unwittingly transmit information to you is probably at most a minor sin when the receiving end is a dumb machine that doesn't do much/anything with the data.

Making a user unwittingly transmit information to another human is a much bigger deal.

  > Also, we do not log Typeview information.

Anything "sent" is "recorded" IMO. Besides the fact that we just have your word for it, all transmitted information is contained in a log somewhere in the company. That's the reality which may or may not be under your control.

Without clear visual cues or one of those cookie-notice style "This text field will send back everything entered into it. By continuing to use this text field, you're consenting to this" message, it's unethical.

Legally splitting hairs : If I'm in a cafe, I have no expectation of privacy. But if I lean over to tell someone something private, you still have the equivalent of a boom mike over us.

But hey, "legally", I should have no expectation of privacy right? But is it ethical?

I don't want to slam your site too much, but just because You don't log Typeview information doesn't mean someone doesn't. If you're using regular HTTP then everything the user types in your textbox can be intercepted by people on the network or logged on proxy servers anywhere. This is not something the user expects to have to worry about.

Mentally, the google search box has a very different contract than a textbox to communicate with support staff, the user generally gets immediate feedback and understands their data is being sent as they type.

This used to be how the old UNIX program ytalk worked, you could watch the other person type. It was obvious what was happening though, whereas everyone assumes that an edit box allows you to, uhh edit, before choosing to send.

Why do you hide the fact that you're doing this? If it was live updating the shared chat view for both users, it would be obvious. It's obvious users won't like this though, and will be very cautious what they type, so I don't blame you for trying to hide it.

Welcome to HN (I see this account was created within the last couple of minutes).

We actually aren't trying to hide it (an HN post is not really the sort of thing one does when one is trying to hide a feature: we're actually advertising and soliciting feedback). We've disabled Typeview while we work on the privacy and user experience.

The points about user expectation are well taken: we will add explicit opt-outs for the site operator and the site visitor, as well as visually obvious indicators to the chat widget so the person typing knows what's happening and can choose to opt out then and there.

Google Instant has instant feedback based on what you type, which quickly and easily cements the idea that Google is processing what you type as you type it.

The demo in the video doesn't have any instant feedback, so doesn't continually reinforce the idea that intermediate data is being sent.