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There was a pilot project a few months ago where there was live chat available for certain problems. Looks like it is still ongoing. From my understanding, it is only available when customers submit a ticket for certain situations. Not when customer private message CSA team.
The only time you can communicate in real time with agent is though chat BUT it is only when you have questions regarding activating new account.
For everything else, present your case here and very knowledgeable people will try to help.
Or contact agent trough personal mail. Response is usually within 15-90min.