Customer service chats are able to show whatever you type as you type it, even if you don’t send it or change it.
Before the customer clicks the “Send message” button, you have a chance to see in real time what the customer is typing. This gives you more time to prepare an answer or solution to the customer’s problem. Customers will appreciate your quick and precise answers.
As long as “real time chat” is clearly disclosed, I don’t really see a problem with this. But it sounds like it’s not clearly disclosed in most cases.
Check It Out: Customer Service Chats See Typing in Real Time