Also, many times I've had to wait 5 minutes for an agent to respond at all (presumably because they're way oversubscribed) and then had the "chat with an agent"

Also, many times I've had to wait 5 minutes for an agent to respond at all (presumably because they're way oversubscribed) and then had the "chat with an agent" thing time out and disconnect me entirely after 10 minutes is so frustrating.. Yeah, I went and grabbed a water/coffee/went for a bio break because your agent hasn't responded to my last message for 7 minutes. But then you disconnect me after 5 minutes of "inactivity" and ask me to hop on a new chat with the next agent that will not have any history from the previous chat? I could do with a lot less of that in my life.