Thank you for using the site. How may I help you?
Yes, I'm available.
Did you want to use the chat feature here on the site, or did you have something else in mind? I'm not sure what context you are implying with "IM".
Oh. I'm sorry that happened. I wasn't involved in that part, so I don't know how or why that might have happened.
(More info coming in just a minute...)
Yes, you can do that if you wish. I was just now typing up an answer for you though.
Ok, no problem. I'll send in a report to Customer Service.