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Anytime you see the word previously in an update, look closer

October 16, 2026

0:31

Update notes tell on themselves, and one word gives it away.

The WhatsApp voice notes update says Customer Agent didn't handle them previously. Casey Hawkins reacted the way a customer would: "That would be so frustrating to have recorded a long voice note, and then the response is just, can you type that instead?"

My rule: "Anytime you see the word previously," it "usually calls out something that's just not okay from a customer experience perspective." Glad this one is fixed.

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