Although we think of chat as an instant form of help, it’s not. Reps and customers often have to step away from the conversation (just like they would in a verbal exchange) to get information. Good chat writers make it clear to customers when they need to wait momentarily. Customers should never have to type, “Are you still there?” Instead, when reps need time away from the conversation, they can say, “Please give me a moment to check that,” or “Please hold on for a minute while I look that up.”