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Talking of the live chat feature- is there any way you could make it more obvious if the system is on / off?
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It is not required because our team are on the livechat 24x7, but if they are already on a chat or busy it will forward you to a contact form. It is extremely busy due to primarily being a sales tool for pre-sales questions. If our guys are busy dealing with a complex ticket or already on a call then they would not turn there attention to a new call.