Live support used to sit on its own page that most people never found. It is now a conversation in your chat, pinned under your agent and above your team channels. Your first message gets an automatic welcome straight away saying a person will be with you shortly, and it is marked as automatic so nobody mistakes it for an answer. A reply from GRAJ shows as a dot on the conversation and a count on your chat tab, and reaches your phone if notifications are on. The people answering see each conversation in their own chat, with your name and the last thing said.