If you are having issues with the messaging platform, there are a couple of things you can try:

  1. Clear the cache and restart the application clear cache
  2. If you have logged on from multiple devices, delete any previous sessions. delete sessions
  3. Make sure you are still a member of the Support Chat Notifications room (could also be called Facilitators)
  4. Makes sure your notifications are not muted
  5. Makes sure the Help Bot is not "ignored" (look in your account settings)
  6. Try using a different browser (Chrome and Firefox are best)