Many app based support windows can be opened in a browser. In fact, I believe this is default on Android. It allows the user to chat with support while still being able to switch back to the app to troubleshoot or take screenshots. Then a user doesnt have to navigate back through several menus an text inputs just to get back to the agent who requested a firmware version, only to have to got through the whole thing again just for the app version, and maybe again for a screenshot of the update error page (which won’t attach anyway).
By the way, the attachment button in Chat in the app doesn’t work on Android.
Also, the keyboard in Android covers the text input field.
Both make troubleshooting a real PITA.
If you think, this doenst belong in Wishlist, I could agree, but the support agent told me it had to go here because it is a feature request and he couldn’t report any of the above major problems with the chat support in android mentioned above.