Coming at this from the other side, it is incredibly frustrating and uneconomical as a customer support representative to have to deal with users who don't respond promptly on chat, of which there are a HUGE percentage.
As a result, most organisations have either automatically or manually implemented procedures to cancel a chat after a set period of inactivity.
This may just be a gentle nudge to try to avoid that.
As does Google, Airbnb, Amazon, Facebook... This seems to be a recurring theme here on HN of late.
I am struggling hard to book Microsoft 365 as I need Powerpoint for a single occasion and get reminded on every corner why I switched to Google + Apple a long time back.
Waiting lists in chats? Seriously? I am not supposed to loose focus of the chat window? Holy cow.