Trying to chat with a live agent, but it just sits there saying "You are in the 1st place, please wait patiently."

Only waiting 20 minutes so far, but I wonder, do they tell you for sure if they're closed for the night?  Could I be in "1st place" for hours?

When it says "our agents will reply your message soon", about how long is Soon?

I know, I know,  that's like asking "how long is a piece of string?"  "It depends..."

But some reassurance would be nice, if anyone actually does get through to a live agent on chat sometimes.  Worth "waiting patiently", or should I just give up?