To start a private 1-1 chat with a staff member please do the following:

On the mobile app:

Tap on > create new chat button (the pen and pad icon)

Tap on > an employee from the list

Tap on > 'Create Chat' button

The app will navigate you to the newly created chat

On the web:

Click on > 'New Chat' button

Click on > an employee from the list

Click on > 'Create Chat' button

The web will navigate you to the newly created chat room