How do I see the incoming chat for tech support cases?

I'm using MS Edge, adblocker disabled. I waited in queue for 30 minutes on 3 separate instances to resume my case and saw a notification in the tab of the browser but nowhere could I see that a chat was active.  Eventually the case was updated to show a transcript that the EA Agent had replied and was waiting for my response but nothing on the site showed me I could have a real time chat with them.

Is it MS Edge that doesn't work or am I missing something else?