How to chat through Emma?

My case has been pending for a while and I figured I should give Emma a try.

Never used Emma before so no idea what to type and at what times a live person can be reached during the day.

Does anyone know how to get through to someone and what times work best?

What questions will usually work? I've moved since my interview so I don't know where my case is at the moment.

Thanks and would love to hear about your experience!