Chat feature on Monarch has more purpose than solely tech, but as a point of contact that direct therapists or customers to the appropriate solution or department

The tech widget is now solely for tech support but could it expand to filter requests and direct them to the correct support group. I was setting up some services for personal use and have noticed that chat features are available but not limited to tech support, and wondered if there is an opportunity to be better accessible and provide one point of contact for customers and therapists to improve the user experience. The chat would ask what is the reason for the visit: Tech issues, questions about Monarch, contract questions, billing or pay cheque questions, and then based on the user type and question it could either guide it to automated support, or create an email to connect them with the right team. Then we don't need customers or therapist to have a long list of contacts that they need to navigate, we navigate who their appropriate department or solution is based on their need