Presently, chat opens in the Self Service Portal so when a customer is asked to go to a link and they click on it, it opens it from this window instead of opening in another tab. This also means the customer cannot move the window out of the way while they are talking to the analyst (they could open a separate window themselves but some do not know how to do that). Once the present window is left the customer and analyst interaction is cancelled and the customer then has to wait in the chat queue again before they are able to continue the troubleshooting. This is not efficient and frustrating for both the analyst and the customer.

This would allow the customer to seamlessly chat with an analyst and have them direct them to certain websites / to do particular tasks without chat closing on them.