When our agents log in it usually takes a while for the system to accept that they are online.  We click the user photo, click on the chat status, select online and then often wait several minutes.  

In any case, once the agents chat-status changes to "online" we would expect the visitors to our help center/portal to see a chat option.  However all they see is "Leave a Message" at the bottom right of the screen.  

Do we have to do something else to enable chat for our portal?

Many thanks in advance for help.