I don't think you appreciate how slow Chat support can be. I am perfectly comfortable constructing an email and waiting for an answer. Bear in mind that many of the organizations using your service are non-profits and are manned by volunteers. It is Sunday evening. I have time now. I know full well that a chat session will tie me up for an hour or more. As I volunteer I don't know when I will next have an hour to devote to this.
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