Based on my previous experiences with such live chat help. I'm guessing they are just mindlessly going off a script/flowchart. I'm also guessing Sarah, Melissa

Based on my previous experiences with such live chat help. I'm guessing they are just mindlessly going off a script/flowchart. I'm also guessing Sarah, Melissa, and John aren't their real names and they aren't native English speakers. So their words may not be authoritative.