I think I figured out a system. First of all, I do not believe the link in this chat will ever work (never did for me and I tried tens of times). If other people had other experiences then I guess I am incorrect. However, a trick to get a chat whenever you need one (even nights and weekends) is to click the mail icon then click ask a question. A box should pop up asking if you want to chat. If not, keep clicking back and forth between the icons and something should pop up within a minute or two.