Jenn Southan

Not only is it confusing, but the customer is left in that chat and if they click "Help" again, they are put directly into that chat screen and not prompted for a subject.  The initial prompt for a topic is how we hope to deflect issues and send customers to our Help Center.

Right now we use a product that is not integrated with our Help Center, however this isn't any better if, after the first chat, our customers can't get back to the initial prompt screen.