why is it impossible to return to a chat

I can't get the so-called green chat icon needed to chat instead of the useless messaging chat which only has strict algorithm controlled topics/questions. I was having a chat but was advised to shut down and clear cache & cookies and open the login screen but not login and re-enter the chat!!!! 

How when the icon doesn't accept anything other than it's pre-programmed algorithm controlled topics/questions.

The website says:

Contact our team 👋

If you don't find the information you need, contact us via web chat to speak to our friendly team of experts.

We're available from 8am-8pm, 7 days a week. (Web-chat hours may vary over festive periods)

BUT THAT IS RUBBISH AS IT IS IMPOSSIBLE - I'VE JUST WASTED ANOTHER 30 MINS TRYING! 

HOW CAN I CONTACT YOU VIA WEB CHAT???