What to change
Ask your supplier to distinguish a known unsent request from an uncertain outcome and provide an understandable deliberate recovery route.
A worked example
Illustrative example
An offline visitor is told the enquiry has not been sent and can retain the visible draft while reconnecting before trying again.
Why this matters to your practice
If a device is offline before sending, the visitor needs an honest explanation of what happened to their enquiry. Ask your supplier to show that state with fictional answers already entered. Agree how the draft remains available for a deliberate retry and which alternative contact information can still be shown. Keep this separate from a connection loss after sending began, when receipt may be uncertain. The wording should reflect what is actually known, not simply reassure the visitor without evidence.
A practical review example
A visitor may finish writing a fictional enquiry after the device loses connectivity. Ask your supplier to press Send while already offline and show the message, retained answers and next action. Reconnect and follow that action using the current draft. Then compare a loss occurring after sending has begun, since receipt may be uncertain in that case. The interface should describe what is actually known, rather than using the same failure wording for two situations that need different handling to avoid confusion or repeated requests.
How to check the result
Accept when the visitor understands the submission state and can recover without losing valid work or being misled by a success-looking message.
A mistake to avoid
The browser's connectivity indicator alone does not prove whether a particular request reached its destination before the connection was lost.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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