If "agent" gets you through to someone then all is good. When they make that impossible is the real issue.
I was tracking a package that for some reason went from BC to Ontario when I'm in Alberta, so I wanted to ask why but when I tried to connect to AJ agent the damn page fully reloaded and took me back to the beginning of starting a chat. You could never reach an agent, likely by design
Because he points to the left and thy wanted to point to the comment above