The ‘new’ chat bit is not very good imo reasons:
Select chat with human
Type message
Press Start and message appears in chat box
You see message so press x thinking it has been sent
Nope you actually have to press send
Did this a few times today thinking I has sent a message to support when I hadn’t as I didn’t press send but thought it had sent as it looked like it had.
Needs to go back to the old way