Hello! A caution to my fellow Admins and support folks that Instructure updated their live-chat link (the one in the "(?) Help" menu, if you license their Support Chat service) fairly recently, but the old broken one is still online and appears as if it still functions. If someone hits the old link, after entering their name, email, subject, role and issue severity, they get the message "No agents are available. We can't chat right now. Try again later." The "Start a New Chat" directs back to the same erroneous intake point.
This shouldn't be an issue if users always come through a click in the menu in the far-left navigation; that link should've been automatically updated to the new "/CanvasChat" URL. But if anyone bookmarked the old "/liveagentchat" URL or added it to course templates, they're going to the wrong spot… yet it looks fine.
The problem is that rather than a broken link or 404 page that someone might notice and report to you, the detailed intake screen and the subsequent "try again later" message could encourage them to come back through the same erroneous link and repeat the same process. That frustration might eventually come back to you as "Canvas Support was never available to help me." (That's not merely hypothetical here.)
Per our Instructure CSM, "Support confirmed they will not be implementing a redirect or updating that legacy page on our end." So, if you've got tools to scan your pages (in Canvas or within your Intranets) for the old URL, you'll want to do your best to wipe it out. A quick Google search for it against .edu domains gives link results that number in the hundreds, and that's just what landed in a public index… so, it's out there.
