If you are at a restaurant and a good waiter notices that you're picking at some crackers instead of eating your meal, it's normal for them to approach you and see if everything is ok with your meal.
1. the waiter is a real person.
2. the waiter was able to identify a potential issue (the customer was not eating), unlike the e-mail script, which only triggers after a set time period of not logging in. The situation would be more analogous to me taking 30 minutes to eat my meal at a restaurant when the average sit time is 20, and the waiter coming over at exactly 30 minutes and telling me 'did you know that it's been 30 minutes and 7 seconds since you've been seated? if there's anything I can do to help you finish your meal, please don't hesitate to contact me!'
1. the waiter is a real person.
2. the waiter was able to identify a potential issue (the customer was not eating), unlike the e-mail script, which only triggers after a set time period of not logging in. The situation would be more analogous to me taking 30 minutes to eat my meal at a restaurant when the average sit time is 20, and the waiter coming over at exactly 30 minutes and telling me 'did you know that it's been 30 minutes and 7 seconds since you've been seated? if there's anything I can do to help you finish your meal, please don't hesitate to contact me!'