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I can't really speak to #2 because we use Jabber / Slack for chat and will probably look at integrating one of these into Heat to use instead.
You can enable it under the Roles and Permissions. Select the role and go to Top Level Tabs.
If SocialBoard is not already here, you can "add new tab" and go to social board near the bottom.
Click on "Social Board" to remove the hidden expression.
Thanks Anthony, I found it and got it setup 1-2-3!
What we were hoping for is a basic "click her to talk to our support team" type of button which we could put all over the place to allow a user to communicate with a support team and be the basis to start a support ticket.
It doesn't look like the chat feature would allow for that.