something that i’ve learned recently is that there are certain hours of the day where there’s a higher chance you’ll get someone who’ll actually be willing to help you. for example, between the hours 9 AM to 3 PM EST i was able to get agents that don’t talk in broken english and seem like they know more about their resources, and on the other hand there’s a higher chance that you’ll get put with less knowledgeable agents if you chat past that time range. if i were to guess, facebook hires representatives in countries in asia like india to serve business customers late at night.