Whatsapp chat agent is a joke

What is the point of having an agent chat on whatsapp if your agents don't even give people anytime to actually type a message?! While typing out my mom's issue, less than a minute after the agent entered the chat, they just left. I am sure they could see she was typing! It's whatsapp for goodness sake. That's totally unprofessional. Especially since many people take long to type!