It often depends now on what you’re getting in touch about.
If you enter the chat through various points (like from a transaction, or various help articles) you now get routed directly to the relevant team, rather than having to be triaged by frontline.
So if you want to get in touch about a loan, then the lending team might have a longer queue than say fraud.
I don’t know the ins and outs, but if you’re waiting longer than X time, then a task can become available for triage and frontline can pick a task up and at least send a holding response.
I should have added that this is just one of the reasons that people don’t always see the chat button on the help page - if you search for your issue and use a chat button on a help article then you’re likely to get help quicker.
You’re right about expectations though - I was surprised this morning that I didn’t get a message saying how long the wait time might be. I don’t know whether the complexities of the above mean it’s much harder to do that now, or if it doesn’t show for another reason.