[tgsovlerkhgsel]

The problem is that as a customer, it's hard to distinguish between the chats that are actual, human-will-respond-in-near-real-time chats, which are just a piss-poor FAQ bot that leads nowhere, which ones are a FAQ bot leading to a human, and which ones will ask me for an e-mail address (and if they do, which ones will spam me instead of contacting me in case a followup is needed).

Actual chat that's passively available on request and makes clear what it is is great. Anything that pops up, makes noise, or otherwise begs for engagement, or isn't "click here for human", is an anti-feature.