Chat is supposed to be faster means for resolving an issue than email. Having real time conversation would help, but in the case of Amazon. It... is... not.
I write my question/issue in the first prompt of the chat. A support agent asks me what is my problem. I copy and paste my original question The agent asks me to wait a few minutes.
After waiting 5 minutes, I write "Hello, are you still there?" I am asked again to wait for a few more minutes.
You get the picture.
Expect to wait, and wait and wait. It's worse than waiting on the phone because your attention is probably elsewhere.
Use e-mail - describe the problem. Propose a solution.
It may take a day or two to get a response, but it's only a few minutes - not half an hour to an hour of chat.
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