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live chat query

hi all

when on websites such as bt , o2 , vodafone etc.. somtimes a box will come up asking if you want to have live chat with a cs rep.

what determines if a live chat box pops upon your screen or not ? as i have bin sta on the bt website waiting for about 10 mins and no luck.

i got one pop up straight away on bt site the other day when i did not need to speak to them
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