Seems fair enough, but may I ask if you could do a quick bit of checking with your colleagues on the following two points?
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It is acknowledged that some customers seem to end up with their chat in a queue that is not being serviced (possibly down to a split out of some chats for temp workers to address that we heard about recently) with no way for them to bump their chat back to life themselves
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It is again acknowledged that not all support chats are being correctly closed by COps and that there is no way for customers to do that themselves and so start again with an urgent chat
That seems to be the two issues with Monzo Chat that seems keep coming up
This maybe attests to what a good job was made of rewriting it in the first place, but a change or two in Chat and/or BizOps could go a long way there